Skip to main content

Types of Tickets

Updated

 

  1. Admin Privileges and Functions
    1. Granted admin authorization 
    2. New requested features and functions (for HSC)
    3. Ticket status: Low priority
  2. Reporting
    1. User feedback
    2. Issue that does not require immediate action
    3. Ticket status: N/A
  3. Alerts & Notifications
    1. User reports repetitive alerts and/or notifications (both email and in app)
    2. User reports unusual alerts and/or notifications (both email and in app)
    3. User reports not receiving notifications (both email and in app)
    4. Ticket status: Medium
  4. Added Functionality
    1. New requested features and functions (for Zendesk, Health Storylines etc.)
    2. Ticket status: N/A
  5. Bug Fixes and Updates
    1. Bugs that prevent users from moving forward in the study
    2. Any changes to a survey (data query must be created) 
    3. Ticket status: Medium-High
  6. Study Setup
    1. Updating the status of a participant
    2. Updating personal information for a participant
    3. Ticket status: Low
  7. Performance Optimization
    1. New requested features and functions (for Zendesk, Health Storylines etc.)
    2. Ticket status: N/A
  8. How To, Compensation, and Other Use Related Questions
    1. Provided through one on one (user/SCC) support via email/Google Meet
    2. Request of instructional documents for Health Storylines
    3. Patient engagement
    4. Ticket status: Low

Related articles