Tracking and resolution
Reply to support, watch for status updates, escalate, and close out resolved tickets.
Overview
Once a ticket is open, the conversation continues there. Watch for status changes, reply with additional info, escalate if SLA breached, close when resolved.
Prerequisites
- A ticket you've raised (or one your clinic has raised, if you're Owner/Admin)
Steps
Open the ticket. Service Tickets → My Tickets (or All Tickets for Owner/Admin).
Read the latest activity. Conversation thread shows your messages, support replies, status changes.
Reply with new info. Add comment → text. Attach more screenshots if support asks. Click Send.
Watch the status. OPEN → IN_PROGRESS (engineer assigned) → AWAITING_CUSTOMER (waiting on you) → RESOLVED (support thinks it's fixed).
Escalate if SLA breached. Escalate if priority response time has passed. Sends to senior support; logged for accountability.
Confirm resolution. When support marks RESOLVED, verify in the app, then click Close ticket. Optionally rate the resolution.
Re-open if needed. If it returns within 7 days, Re-open keeps the same ticket. After 7 days, raise a new one.
Owner monitors clinic-wide. All tickets view shows every clinic ticket. Useful for spotting recurring issues.
Expected outcome
- Conversation history preserved per ticket
- Status accurately reflects work in progress
- Closed tickets feed into ticket-resolution metrics
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| No support reply for hours | SLA based on priority and tier | Escalate if past SLA — Critical 1h, High 4h, Medium 24h, Low 7 days |
| Want to add another colleague | Add watcher | They get notifications and can comment |
| Ticket auto-closed without resolution | RESOLVED + 7 days = auto-close | Re-open with reason if it wasn't fixed |
| Can't see other staff's tickets | Owner/Admin only | Ask Owner to share specifics |
| Wrong ticket attached | Edit comment within 5 minutes | After 5 minutes, contact support |