Ticketing Best Practices

When submitting a FreshDesk ticket it is imperative to submit as much detail as possible in order for the issue to be properly researched and escalated. If we need more information we will reach out to you via a response to the ticket.

FreshDesk Tickets are submitted here.

You can view a list of your open or pending tickets here. 

Best Practices:

1. Review this card for any specific ticketing instructions based on your issue.
2. Include 1 member ID per ticket
3. Describe what is expected vs. what is happening
4. Share how often this is happening and the impact to your work productive. What severity level would you give it?
5. Include screen shots or screen recordings with PHI masking toggled ON and HAR files whenever possible. 
6. 1. CHRG: Care Hub Resource Guide
   2. Job Aid Mac
   3. Job Aid Chromebook

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