Student guidance
AskQM is the system used to manage student enquiries at Queen Mary University of London. It provides a structured and consistent process for submitting enquiries and receiving responses from the appropriate service team.
AskQM includes both physical and digital touchpoints, enabling students to access support through multiple channels. In addition to submitting enquiries, students can search a comprehensive knowledge base for answers to common questions and track the progress of their enquiries from submission through to resolution.
How the AskQM enquiry system works
To support your use of AskQM, we have produced a range of guidance documents and tutorial videos. These resources explain how to search knowledge articles, select the appropriate enquiry category, submit and monitor enquiries, and view any associated tasks or action plans.
1. How to Categorise Your Enquiry
Knowledge-based articles are organised by topic to help you find answers quickly. Once you have logged in to AskQM and opened an enquiry, you will be asked to choose a category to ensure your enquiry is directed to the appropriate team or service.
As you begin typing a title, the system will suggest relevant categories based on your entry. You can choose from the suggested options, browse a list of popular categories, or continue typing to refine your search.
We understand that it’s not always easy to decide how to categorise your enquiry, so we have provided a full list of categories to guide you.
Please select the most appropriate category, as this helps ensure your enquiry is directed to the right team for a faster response. If you are unsure, select the option you consider most suitable. Staff using AskQM can review and recategorise your enquiry and pass it to another team if needed; however, please be aware this may cause a slight delay in resolution.
2. How to self-serve 24/7
AskQM allows you to find answers to your queries around the clock. It includes a library of over 600 knowledge articles with tailored guidance and information, as well as access to the AskQM enquiry system. You have the support you need at your fingertips.
Step-by-step guidance document: AskQM - How to self-serve 24/7 [PDF 1,031KB]
3. Submit and track your enquiry
When you submit an enquiry through AskQM, you may receive a response from the Frontline team or a specialist team at Queen Mary to help resolve your query efficiently.
Please see the list of departments using AskQM for further guidance.
The video below explains how to submit your enquiry, track its progress in the system, and understand when your enquiry has been resolved.
Step-by-step guidance document:
4. Close your enquiry
There may be times when you think your enquiry no longer requires a response. Perhaps you have found the answer to your question, or you accidentally submitted two enquiries about the same subject. The guidance below explains how to close your enquiry.
Step-by-step guidance document: AskQM - Close your enquiry [PDF 827KB]
5. Viewing your tasks
Our digital platform has a variety of functions, including tasks. If your enquiry involves an action you need to complete, or if we require additional information, we may use the Task function to request this.
Step-by-step guidance document: AskQM - Viewing your tasks [PDF 4,970KB]