Ticket Status Definitions

Please note that this status does not indicate timeframe on which the ticket will be resolved. Some ticket statuses may take longer to resolve depending on the level of difficulty. The status changes as the issue resolution flows meaning tickets can have several different statuses for the time they are open.  

• New – Status ticket is placed in when ticket is created. Also used by other teams to let Support know of new information 

• Bill Customer – After any custom work is completed that required a work order this is the status used by Accounts Receivable to check to make sure work order was in fact signed and work was completed so they can bill the customer. Reviewed Monthly 

• Call scheduled – If support needs to have a call with internal team or client, once scheduled we use this status after sending invite 

• Contact client – If information is needing to be provided to client but cannot be done at that moment this status is used to make sure rep knows to reach out to client 

• Research – When issues are currently being researched by support rep 

• Support Manager – Status is used when rep has researched and needs additional assistance from team leads. Team leads then review and either provide resolution or information on what to troubleshoot further or to determine if other departments assistance is needed 

• Training Scheduled – Used by Implementation to show that a training session has been scheduled with client 

• IT Update Request – Used for clients requesting an update. The updates are coordinated with client IT and MedEvolve IT  

• PM Update Scheduled – For when the PM updates are scheduled. After update is completed Support Team Lead notes the version of the PM and the date it was updated on company record in HubSpot 

• Wait 3rd Party – Status is used if waiting on Client IT, Vendor, or Practice Insight 

• Wait Analytics – Status is used to show that Analytics Team needs to review 

• Wait Appt. Reminders – Specifically for Appointment Reminders Messaging Issues or set up needed for Patient Reminders New Request. Support reps tag Aaron Wright for these.  

• Wait Client Partnership – If waiting on client success team 

• Wait Customer – Further information was required by client. Support reps have reached out to client and are waiting on response 

• Wait Development – If support is unable to correct the issue, it is escalated to development. This status is used for custom reports, custom development work, assistance needed from development for workflow, interface issues or new interface requests. Support reps are required to reach out to the client weekly if no update has been provided. We also let clients know when any new information has been provided but ticket is still being worked. 

• Wait Instamed – for anything requiring the assistance of Instamed 

• Wait IT – For anything requiring internal IT assistance 

• Wait Product Team – If new enhancement was just released and issue is found we tag Carla and Amanda. Ex: Call queue in WorkFlow 

• Wait Sales – Work order is required and we have reached out to Sales. Once signed they notify ticket owner so we can proceed 

• Workflow Tier 2 – if support needs additional explanation as to how it should work we place in this status and reach out to Product. They then let us know if this needs to go to development.  

• Closed – If issue has been resolved or item is added to backlog we close ticket after documenting.