Support Tickets

Overview

The Support Tickets system allows platform admins to manage help requests submitted by clinic administrators. Clinics can create tickets for technical issues, billing questions, feature requests, or account problems. Platform admins with the support.view permission can view tickets, and those with support.manage can assign tickets, respond to clinics, update statuses, and track SLA compliance. The system ensures no clinic request goes unanswered.

Viewing Tickets

1. Navigate to Support > Tickets from the sidebar. The default view shows open tickets sorted by priority (critical first, then high, medium, low).
2. Table columns: Ticket ID, Subject, Clinic Name, Priority (color badge), Category, Status, Assigned To, Created Date, and SLA indicator.
3. Filter options:
   • Status — open, in_progress, waiting_on_clinic, resolved, closed
   • Priority — critical, high, medium, low
   • Category — technical, billing, account, feature_request, other
   • Assigned To — filter by admin assignee
   • Clinic — filter tickets from a specific clinic

Assigning a Ticket

1. Click on a ticket row to open the ticket detail view.
2. Click "Assign to Me" to self-assign, or use the assignment dropdown to assign to another admin.
3. Assignment effect — The assigned admin receives a notification. The ticket status automatically changes to "in_progress" if it was "open".

Responding to a Ticket

1. Open the ticket detail — The message thread shows all communication between the clinic and platform team.
2. Type your response in the reply box at the bottom of the thread.
3. Attach files if needed — Click the attachment icon to upload screenshots, documents, or other files (max 10MB per file).
4. Click "Send" — Your response is posted and the clinic admin is notified via email and in-app notification.

Updating Ticket Status

1. From the ticket detail, use the status dropdown to change status:
2. in_progress — You are actively working on the issue
3. waiting_on_clinic — You need more information from the clinic (pauses SLA timer)
4. resolved — The issue has been fixed. Add resolution notes describing the solution.
5. closed — Confirmed resolved by the clinic or auto-closed after 7 days with no response.

SLA Tracking

1. SLA targets by priority:
   • Critical: First response within 1 hour, resolution within 4 hours
   • High: First response within 4 hours, resolution within 24 hours
   • Medium: First response within 8 hours, resolution within 48 hours
   • Low: First response within 24 hours, resolution within 5 days
2. SLA indicator — Green (on track), yellow (approaching deadline), red (breached).
3. SLA breaches page — Navigate to Support > SLA Breaches to see all tickets that have missed their SLA targets.

Support Statistics

1. Navigate to Support > Statistics for a dashboard showing:
2. Total open tickets, average resolution time, SLA compliance rate
3. Tickets by category (pie chart)
4. Resolution trends over time (line chart)
5. Top clinics by ticket volume
6. Agent performance comparison

FAQ

Can clinics create tickets from their dashboard?

Yes. Clinic admins have a "Help & Support" section where they can create tickets, view their ticket history, and respond to admin replies.

How are critical tickets escalated?

Critical priority tickets send immediate notifications to all admins with support.manage permission. If unassigned after 30 minutes, a secondary escalation email is sent to Super Admins.

Can I merge duplicate tickets from the same clinic?

Currently, tickets cannot be merged through the UI. Close the duplicate with a note referencing the original ticket ID, and continue the conversation on the original.