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Important Notes

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:
      1. Please ensure that the Requester Email field only contains your own (Call Center agent) email address.
      2. Participant Email or User ID is necessary in order to solve tickets involving a specific participant. If both are available they should be included.
      3. 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.
      4. 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
      1. 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
    1. Please check this document before sending in a ticket, as the query may have been sent in and solved previously.
    2. If the issue involves a request to make any changes to user data please have a data query created.
    3. If the issue is in regards to a password reset request please have the user verify their registered mobile phone number (if done over the phone, their email address on file also).

 

  • Ticket Status
      1. The status of a ticket will indicate what stage in resolution the ticket is currently at. In total, there are 5 different types:
      2. New - A fresh, untouched ticket. This status is an indicator that a new ticket has been created but the issue has yet to be assigned. 
      3. Open - SCC has received a response/update on the ticket and action must be taken.. The open ticket will remain open until SCC chooses one of the following dispositions.
      4. Pending - SCC is awaiting a response/update to the ticket from the call center. Pending tickets will remain pending for 7 days before re-inquiry or considered resolved. 
      5. On-Hold - SCC has acknowledged the ticket and will need time to investigate. Tickets that have been placed On-Hold have been placed in que to be resolved.
      6. Solved - SCC has provided a resolution we believe to be sufficient for the issue. If this is not the case and your ticket is unresolved yet has a status of ‘solved’, simply reply to the email thread to provide updates and change the ticket status to ‘Open’.
      7. Closed - A ticket will move from solved to closed after 5 business days from the resolution date. A closed ticket cannot be updated or responded to and is considered the end of life for the support ticket. 
  • Levels of Priority
      1. Choosing the correct priority will not only get your issue resolved with appropriate timing but it helps us to organize our priorities so that we may meet deadlines. Currently there are 4 levels of priority. Please review the ‘Type of Tickets’ section for better understanding.
      2. N/A - Ticket does not need immediate attention. If you forget to select a priority when creating your support ticket it will appear in this category of ticket priority. This can be corrected by SCC once we receive the support ticket; however, it is ultimately the responsibility of the call center to select the correct priority level.
      3. Low - 7-10 business days (Review ‘Types of Tickets’ )
      4. Medium - 5 - 7 business days (Review ‘Types of Tickets’)
      5. High - 1 - 2 business days (Review ‘Types of Tickets’)
  • Study Links
      1. Register - https://crcscreeningstudy.healthstorylines.com/app/#/register?group=574
      2. Existing user log in - https://healthstorylines.page.link/BLUEC
  • BLUE-C Fulfillment Hub Page
    1. For more information regarding the Blue-C study, support resources, previous tickets, and more, please visit the Fulfillment Hub page.

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