Parent Connect is a school query management feature within the LMS that helps parents raise, track, and manage school-related concerns in one place. It allows parents to create tickets under relevant categories, attach supporting files, chat directly with the assigned school staff, and stay updated on the progress of their queries through clear status tracking. Each ticket follows a structured resolution flow, including assignment, escalation, and closure, so that parents have better visibility and a smoother support experience throughout the process.

Table of Content

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What you need

Before you begin, make sure:

• You can log in to the Parent LMS
• Your registered mobile number is active
• You have access to the Parent role in the app
• You are using the correct child profile if you have more than one child

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Access Parent Connect

Step 1: Sign in to the Parent LMS

1. Open the LMS app.
2. Sign in using your registered mobile number and OTP.
3. Make sure you select the Parent role.

Step 2: Open Parent Connect

1. On the bottom navigation bar, tap More.
2. In the menu, tap Parent Connect.

If you have more than one child, Parent Connect opens for the child currently selected in your dashboard.

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View your tickets

When you open Parent Connect, you can see all your raised queries in one place.

Each ticket card may show:

• Category and Subcategory
• Short description of the issue
• Current status such as:
  • Open
  • Closed
  • Closure Request
  • Escalated
• Assigned staff details
• Submitted / updated time
• Expected response or resolution timeline

Tap any ticket card to open the full details.

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Create a new query

Step 1: Start a new query

If you haven’t raised any query yet:

• Tap Raise a New Query

If you already have tickets:

• Tap the + button on the Parent Connect screen

Step 2: Choose a category

Select the main type of query:

• Academic
• Non-Academic

Step 3: Choose a subcategory

Select the specific topic for your query.

Examples may include:

• Curriculum
• Student Behavior
• Events
• Aspire
• Others

The available options depend on the category you choose.

Step 4: Enter your query details

In the query form:

1. Review the selected Category and Subcategory
2. In Describe your query, type your issue clearly
3. If needed, upload a file under Add Attachment

You can upload supported files such as:

• JPG
• PNG
• PDF

File size limits may apply.

Step 5: Submit your query

Tap Submit Query.

After submission, you’ll see a success message confirming that your query was created successfully.

You may also see an expected response timeline, such as within 48 hours.

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Track ticket status

You can track the progress of your query directly from the ticket list and ticket details page.

Common statuses include:

Open

Your query has been raised and is active.

In Progress

A staff member is reviewing or working on your issue.

Escalated

The issue has moved to the next level for further action.

Closure Request

The school has shared a resolution and is waiting for your confirmation.

Closed

The ticket has been resolved and closed.

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Open a ticket and check details

Tap a ticket to view complete information.

A ticket details page may include:

• Resolution timeline
• Category and Subcategory
• Query description
• Attachments
• Status
• Chat history
• Assigned staff details

This helps you understand what is happening with your query and who is handling it.

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Chat with school staff

Inside the ticket, you can chat directly with the school staff.

You can use the chat section to:

• Ask follow-up questions
• Share more details
• Respond to updates from the school
• Attach more documents or images, if allowed

All replies remain saved in the same ticket, so you can always see the full conversation history.

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Understand escalation

Sometimes the first staff member may not be able to resolve your issue.

In that case, the system may escalate the ticket to the next level automatically.

This helps make sure your query reaches the correct person or department.

You don’t need to raise a new ticket. The same ticket continues through the process.

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Confirm the resolution and close the ticket

When the school believes your issue is resolved, you may receive a closure request.

At that stage:

1. Open the ticket
2. Read the response shared by the school
3. Review the full chat and updates
4. If you are satisfied, confirm the closure

If you are not satisfied, you can continue the conversation inside the same ticket so the school can review it again.

Closed tickets remain available in your ticket history for reference.

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Filter and find tickets

If you have many tickets, you can use filters to find the right one quickly.

Depending on your app version, you may be able to filter by:

• Status
• Category
• Subcategory
• Date range

You may also be able to use search to find a ticket by its content or details.

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View past tickets

Parent Connect keeps your earlier tickets so you can review them later.

You can use this history to:

• Check what was raised before
• Review previous conversations
• Refer to older resolutions

If your school supports it, you may also be able to view tickets from previous academic years.

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Tips for raising a good query

To help the school resolve your issue faster:

• Choose the correct category and subcategory
• Write a clear description
• Add relevant screenshots or documents
• Keep all follow-up messages in the same ticket
• Review the resolution before closing the ticket

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Get help with technical issues

For app-related problems such as:

• Login not working
• App not loading
• Screen not opening
• Upload issue
• Parent Connect not visible

Contact the app support team:

help@lighthouse-learning.com

When you contact support, include:

• Your child’s full name
• Your school’s name
• Your child’s grade
• A short description of the issue

This helps the team resolve your issue faster.

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Who handles your query

All responses in Parent Connect are managed by your school team.

For school-related issues such as:

• Homework confusion
• Curriculum questions
• Fee issues
• Event information
• Student behavior concerns

Use the ticket chat or contact your school administration if needed.

For app or login issues, contact help@lighthouse-learning.com.

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Frequently Asked Questions (FAQs)