Small Private Online Courses (SPOC) are a variant of Massive Open Online Courses (MOOC).
These courses are entirely conveyed through the Internet and in recent years have had a strong impact on online learning. Consequently, the number of students increases considerably, which leads to a greater use of resources in the technical support area for its deployment in the platform.
Due to the number of participants, the resources need to be optimized for correct communication with users. In the course we delivered “Ofimática: LibreOffice” a selected number of students were accepted to this SPOC type course, using a massive online e-learning system, in particular Open edX.
In this paper, 4,786 users were studied in the MOOC platform. In order to analyze participant questions in thid study, about the use of the platform, Zendesk cloud-based support application was used. Since there were similar questions in the study, we grouped them into five categories to optimize the service.