Please keep in mind the following when creating support tickets:
- Ticket Information
When filling in a ticket, please ensure that the following is provided based on ticket context:
- Please ensure that the Requester Email field only contains your own (Call Center agent) email address.
- Participant Email or User ID is necessary in order to solve tickets involving a specific participant.
- When providing ticket information, it is best to provide context with the description to denote whether the issue is from the participant’s side or the Call Center’s side.
- If a ticket is closed but the issue isn’t resolved please do not create a new ticket but instead reply in the email thread of the ongoing issues.
- Additional Ticket Content
- If the issue is one in which a screenshot may help the support team understand the ticket better, it is best to provide a screenshot.
- When to Send Tickets
- Please check this document before sending in a ticket, as the query may have been sent in and solved previously.
- VAXPATH Fulfillment Hub Page
- For more information regarding the VAXPATH study, support resources, previous tickets, and more, please visit the Fulfillment Hub page.