What is the context?
As part of our ongoing commitment to delivering excellent customer service, we have conducted a review of our support desk processes, with a particular focus on how our clients can review the tickets they have raised with us.
At Meddbase, we recognise the importance of understanding where your requests stand and the progress made on them. We aim to ensure greater transparency regarding the status of your requests, providing you with better visibility and enabling you to more accurately track the matters that are important to you and your organisation.
What is the purpose of the article?
This article will provide you with an overview of what each ticket status means and where it stands within the Meddbase support desk. It will also explain how you can filter your requests, enabling you to better track the tickets you have raised and understand the issues they are linked to.
Understanding the new ticket statuses
| Ticket Status | Guidance |
|
Awaiting Review |
Any new ticket that you have raised that has not yet been picked up by one of our agents. This replaces the 'New' status. |
|
Review in Progress |
A ticket that has been picked up by one of our agents and is actively being worked on. You will see this status appear anytime you respond to a ticket and replaces the 'Open' status. |
|
Awaiting Your Response |
We are waiting for further information from you. We will send you an automated reminder if we have not heard from you in 4 (and then 7) working days. After 10 working days the ticket is closed, but if your issue persists, please open the ticket and raise a 'follow up' request. |
| Training Booked |
Your session has been booked for a future time or date. |
| Escalated to Internal Teams | The ticket has been escalated internally and is currently with another team reviewing the request or issue. |
| Awaiting Meeting / Call | We have agreed to discuss this issue with you during a meeting or call and have arranged a time for that discussion. |
| Training On-hold | The request has been put on hold while you review internally. |
| Awaiting Defect Resolution | We have identified a defect in the system related to your issue, and our backend team is working hard to rectify it. |
| Solution Provided | We have provided a solution that we believe should resolve your issue. If you are happy with it, you can leave the ticket as is, and it will move to 'Solved' after 20 days. If the solution has not worked, you can respond on the ticket, and it will move back to 'Review in Progress,' and we will continue working on it. |
Solved |
Your request has been resolved, and no further action is required from you or us. |
| Training Delivered | Your training has been delivered and , and no further action is required from you or us. |
Filtering and searching for your tickets
In addition to updating our ticket statuses, we have added a more comprehensive filter on the 'Requests' page that you can use to sort your tickets. You can either search directly for the ticket number, perform a keyword search, or use the new 'filter' option.
There are lots of different ways you can use the filter option depending on what you are looking for, from the date the ticket was raised to specific answers to questions in the form.
In the example below, we have selected the ticket 'status' filter, something most of you previously used to review your tickets. This filter allows you to search for any tickets you have raised that are in a particular status.
Review date
This article was last updated on 16th December 2024