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Ticket Status & Scripts

Ticket Status: Definition
CLOSED: Close tickets if ticket reached 7 days/1 week and still no reply from the practice. Verbiage: "Hi! Due to lack of follow up, we will assume this issue no longer persists; please open a new support ticket if needed. Thank you."
CLOSED BY CLIENT: This is on the practice side.
IN PROGRESS: Issue is checked, reviewed and replicated, provided resolution but practice has not confirmed issue is fixed, awaiting for feedback; as per practice request to open especially when issue is already resolved.
WAIT FOR RESPONSE: Needs additional information/details from the practice, waiting for their response.
CLOSED / DUPLICATE: Duplicate tickets with the same issue from the same practice. Verbiage: “Hi! Please reference ticket TT##### for any further updates. Thank you.”
OPEN: Issue is acknowledged but no resolution provided yet. Verbiage: "Hi! We are currently checking this. We will update this ticket as soon as we have the information. Thank you."
RESOLVED: Issue is checked, reviewed, replicated, provided resolution and practice confirmed it's resolved. OR workflow/resolution is provided but no response from the practice after 1 week. The ticket will automatically be closed after 1 week of being tagged as RESOLVED.
ESCALATION: Needs to be escalated, if no resolution has been made - rarely happens in clinical support.
DEVELOPMENT REVIEW: Issue checked, reviewed, replicated, JIRA created and forwarded to DEV for resolution.
TRANSFERRED: Ticket is transferred to another Support Group.
Scenario # of Days Response
Respond to client to confirm receipt Within an hour Hi! We are currently checking on this. We will update this ticket as soon as we have the information. Thank you.
1st follow-up if there is no response from client After 1–2 days Hi! We would like to follow up on the additional information requested. Thank you.
2nd follow-up if there is no response from client 2 days after the latest reply Hi! Please let us know if this issue still persists. Thank you.
Status update to client if escalating issue for review   Hi! This issue has been escalated accordingly. We will update this ticket as soon as we have the information. Thank you.
Closing a ticket that has been addressed Tag as RESOLVED and ticket will automatically close after 1 week Hi! (State the resolution). We will now tag this ticket as resolved. Please create a new ticket if needed. Thank you.
Closing a ticket that has not been addressed due to no information provided from client After 7 days Hi! Due to lack of follow up, we will assume this issue no longer persists; please open a new support ticket if needed. Thank you.