What is the context?
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 |
|---|---|
| New | Any new ticket that you have raised that has not yet been picked up by one of our agents. |
| Assigned | 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. |
| Waiting for Client Details | We are waiting for further information from you. |
| With Account Management | The ticket has been passed to the Account Management Team for review or to assist us with your request. |
| With Consultant | The ticket has been passed internally to our consultant Teams for review or to assist us with your request. |
| Meeting Scheduled | We have agreed to discuss this issue with you during a meeting or call and have arranged a time for that discussion. |
| Pending Future Release | We have identified a defect in the system related to your issue, and our backend team is working hard to rectify it. |
| With Management | The ticket has been passed to the Management Team for review or to assist us with your request. |
| With Product | The ticket has been passed to the Product Team for review or to assist us with your request. |
| With IT | The ticket has been passed to the IT Team for review or to assist us with your request. |
| Pending Verification With Client | We have provided a solution that we believe should resolve your issue. |
| 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. |
| Closed | Your request has been resolved, and no further action is required from you or us. |
Tracking your requests in the community
In addition to updating our ticket statuses, the way you can review your tickets has also changed. To find your requests, simply navigate to the 'Community' homepage, select Contact Support and then select My Tickets.
On this page you will find any ticket you have raised with us and there are multiple ways in which you can search through them.
- Filters: Use the columns to filter through your tickets
- Search Bar: Use the search bar to find keywords or a specific case
- Status: Use the status filter to see which tickets are in which status
Additionally there are a number of different views you can use for your tickets allowing you to isolate the status they are in.
To make use of these views all you need to do is: Select the arrow next to open cases in the top right and select the view you want from the dropdown.
You can also click the pin if you want to select a default view.