How to Raise and Track a Support Ticket

This guide explains how to raise a support ticket and track its status using the Customer Support module within the platform.

Step 1: Accessing the Support Section

To begin, go to the Customer Support section from your main dashboard.
Click the "Raise Ticket" button located at the top-right corner of the screen to open the ticket submission form.

Step 2: Raising a Ticket

Once the form is open, fill out the following fields:

Category of Issue (Required)

• Select the relevant category from the dropdown menu.
  Options include:

  • Account Information

  • Appointment Scheduling

  • Billing/Payment Issues

  • General Inquiry

  • Others

  • Prescription Questions

  • Technical Support

Subject (Required)

• Enter a short, descriptive title for your issue.

Body (Required)

• Provide a detailed explanation of the issue or your request.

Document (Optional)

• You may attach a supporting document, such as a screenshot or report, if applicable.

After completing the form:

• Click Submit to raise your ticket.

• Click Cancel to exit without saving.

Step 3: Tracking Your Ticket

To track existing tickets or check their status, use the search panel available on the main Customer Support screen.

You can filter tickets using the following criteria:

• Ticket ID: Search using a specific ticket ID if you have it.

• Category of Issue: Filter tickets by the type of issue raised.

• Status: Filter by the current status (e.g., Open, In Progress, Resolved).

• From Date and To Date: Search for tickets created within a specific date range.

Once you’ve selected your filters, click Search to view results.
Use Refresh to reset the filters and start a new search.

Support Team Response

After submitting your ticket:

• The support team will review and take appropriate action.

• You will receive updates or responses based on the ticket's progress.

• All communication and ticket status can be tracked within the same module.

Helpful Tips

• Be as detailed as possible when describing your issue.

• Use clear and relevant subject lines to help categorize your request.

• Attach any relevant documents to support your request for faster resolution.