Creating/Viewing Support Tickets

Overview

The Support Tab in Patient Chart feature is designed to streamline how clinical users manage and track support tickets related to patient care. This feature allows users to quickly create and review tickets directly from a patient’s chart, making it easier to stay organized and ensure timely issue resolution within their organization.

Key Features

• View Opened Tickets: Clinical users can review all open tickets related to a patient or any ticket opened by members within their organization.
• Create New Tickets: Users can quickly create new tickets using the + Support Request button, accessible from the Support tab in the patient chart.

How to Use the Support Tab in the Patient Chart

1. Access the Support Tab: Within any patient chart, select the Support tab. This section provides access to all open and past tickets related to the patient.

2. Review Existing Tickets: The Support tab lists all open tickets created by you or other members of your organization, helping you track issues and updates at a glance.
   
   

3. Create a New Ticket:

   • Click on the + Support Request Button: Initiate a new support request by clicking + Support Request.
     
      
     • Complete the Ticket Creation Form:
       
       
       
       • Subject: Briefly describe the issue or request (e.g., "Patient Chart Error" or "Missing Lab Results").
       • Description: Provide a detailed description of the issue, including any relevant information about the patient’s condition or chart specifics.
       • Patient ID: The ticket creation form will require the patient’s unique ID. This ID links the ticket to the patient’s chart and portal, ensuring that all related issues are centralized and accessible.
       • CC: Add any team member that you want to notify about this ticket.
       • Attachments: Add documents or images related to the issue.

4. Submit the Ticket: Once the form is complete, click Submit to send the ticket. The system will save it under the patient’s record and make it visible to support staff.

Viewing All Your Tickets and Your Organization Tickets

To view the complete list of tickets created by you or your team members:

1. Click on the (?) in the top navigation.
   
   
2. Click on your username on the top-right of the support portal & click on "Requests" in the dropdown.
   
   
   
   
3. From this page you can view your created support tickets
   
   
   
   
4. Click on the "Organization Requests" tab to view all tickets created by other members of your organization.