Estimated read time: 3 minutes
Overview
This article explains what happens after you submit a ticket to support@careportal.org and how we communicate system-wide issues to users.
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Ticket life cycle
When you submit a ticket to support@careportal.org, it goes through a process until it's fully resolved. Sometimes this takes 5 minutes; other times it takes multiple months, depending on the issue or enhancement.
1. New ticket received
Support tickets can be submitted by email, the mobile app, or the support widget. When submitting a ticket, include as many details as you can. The most helpful information to include:
- What you were trying to do
- What you were expecting to happen
- What actually happened
- Any relevant email addresses, Request IDs, links, or screenshots
Tip: The more context you provide upfront, the faster we can troubleshoot and get back to you.
2. Claim and categorize the ticket
Once your ticket comes into our queue, we'll claim it and determine what action is needed. In some cases, you may just need more information. In others, your ticket may reflect feedback about a new feature, or a bug — meaning the system isn't working the way it was designed to.
3. Communicate with you
We'll aim to respond within one business day. Depending on what's needed, we may reach out for additional details before providing next steps.
4. Escalate if needed
When necessary, we'll escalate tickets to our development team. If there's a bug in the system, we'll create a prioritized ticket internally. For large-scale issues, status.careportal.org will be updated. Enhancement requests also go through a review and prioritization process.
5. Resolve ticket
For bugs, your ticket will stay On-hold until we can follow up to confirm the issue is resolved. If the bug was posted to status.careportal.org, we'll update it there as well — notifying all subscribers that the issue has been resolved. For enhancement requests, the ticket will be closed. Please note that while all enhancement requests are reviewed and considered, we're unable to guarantee implementation.
Process for communicating system-wide issues
As mentioned in step 4 above, if a bug impacts a large group of users or is system-wide, we'll update status.careportal.org to keep you informed. Here's how that process works:
- We become aware of the issue and thoroughly troubleshoot it.
- If we're able to replicate the issue and determine it's system-wide or impacts a large number of users, it's escalated internally.
- We confirm the scope of the issue and update status.careportal.org under the appropriate category.
- Users who have subscribed to status.careportal.org will be notified of the issue and any updates we provide.
- When the issue is resolved, we'll update status.careportal.org to confirm that all systems are operational.
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