Support Tickets
What Is This Page For?
When patients have a problem with the member portal, they can submit a support request directly from within the app. Those requests show up here as support tickets. You can read what the patient wrote, reply to them by email, update the ticket status, and add internal notes for your team.
The Ticket List
In the left sidebar, click Support → Support Tickets (or go to /support).
Summary cards
At the top of the page, four cards give you a quick overview of the queue:
| Card | What it shows |
|---|---|
| Total | All tickets in the system |
| Unresolved | Tickets that still need attention |
| Pending | Tickets waiting on the patient or more information |
| Resolved | Tickets that have been closed |
Ticket table
| Column | Description |
|---|---|
| Ticket ID | A short reference number for this ticket (e.g. #A1B2C3D4) |
| Patient | The patient's name and email address |
| Category | The type of issue the patient selected |
| Status | Current status — colour-coded (red = Unresolved, yellow = Pending, green = Resolved) |
| Priority | Priority level — colour-coded dot (blue = Low, orange = Medium, red = High) |
| Created | When the ticket was submitted |
| Last Updated | When the ticket was last changed |
Tickets are sorted by most recently updated first.
Ticket categories
| Category | Typical use |
|---|---|
| Technical Issue | Login problems, portal errors, features not working |
| Health Details | Questions about displayed data or incorrect records |
| General Inquiry | General questions about ChartChat |
| Feedback | Suggestions, compliments, or general feedback |
Stale ticket warning
Any ticket that was submitted more than 5 days ago and is still Unresolved will pulse with a red background and show a ⚠ symbol on its status badge. This means the ticket has gone too long without a response and needs attention.
Searching and filtering
Use the filter bar to narrow the list:
- Search box — search by patient name, email, ticket description, or ticket ID. Press Enter to apply.
- Status — filter to one or more statuses (can select multiple)
- Category — filter to one or more categories (can select multiple)
All filters can be combined. Clear any filter by clicking the × on it.
Tickets are shown 25 per page. Use the page controls at the bottom to navigate. Click Refresh (top right) to pick up any new tickets.
Opening a Ticket
Click any row in the ticket list to open the ticket. Use the ← back arrow (top left) to return to the list.
The Ticket Detail Page
The ticket page has two columns side by side.
Left column
Patient Info — the patient's name, email address, phone number (if they provided one), and the issue category.
Description — the full message the patient wrote when they submitted the ticket.
Manage Ticket — this is where you update the ticket status, priority, and internal notes.
| Field | What it does |
|---|---|
| Status | Set to Unresolved, Pending, or Resolved. Use Pending when you are waiting on the patient. Set to Resolved when the issue is closed. |
| Priority | Set to Low, Medium, or High. Use High for urgent issues like a patient unable to log in. Can be left unset. |
| Internal Notes | Notes for your team only — the patient never sees these. Use this for investigation notes, escalation details, or any context about the issue. |
| Save Changes | Saves your status, priority, and notes. You must click this — changes are not saved automatically. |
Right column — email thread
This shows the full conversation history between the patient and your team, oldest message at the top.
Each message shows who sent it, the timestamp, and the message text. For messages from your team, it also shows who the email was sent to.
To reply to the patient:
- Type your message in the reply box at the bottom
- Click Send Email — or use Ctrl+Enter (Cmd+Enter on Mac) as a shortcut
- Your reply is sent to the patient as an email immediately and also appears in the thread
Every reply goes to the patient as a real email the moment you click Send Email. There is no draft or preview — double-check your message before sending.
Common Situations
| What the patient says | Likely cause | What to do |
|---|---|---|
| "My health records are not updating" | Their hospital connection has expired | Ask them to go to Settings → Connected Providers in the member portal and reconnect their hospital |
| "I can't sign in" | Forgotten password | Direct them to the Forgot Password link on the sign-in page |
| "I'm not receiving emails" | Typo in email or spam filter | Check their email address in their profile; ask them to check their spam folder |
| "My lab results look wrong" | Incorrect data from the hospital's system | Escalate to a system administrator with the patient's name and ticket ID |
| "I connected my hospital but see no data" | First sync still in progress or a sync error | Check the EHR Integration Health report for that patient |
Escalating a Ticket
If you cannot resolve a ticket yourself:
- Note the patient's email address and the issue they described
- Check the Audit Log (
/activity-log) for any errors linked to that patient - Check Reports → EHR Integration Health to see if their data sync is failing
- Hand off to a system administrator with the ticket ID and any findings from the above steps
For patient account management (viewing, inviting, and deleting patients), see Patient Management.