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Support & E-Ticketing Guide: Submit, Track, and Resolve Support Requests Efficiently

At Invent Medical, we are committed to ensuring your clinic operates without interruption. Our E-Ticketing system is designed to route your questions and technical requests directly to the right support specialists, ensuring quick resolution.

Accessing Support​

You can access our support resources directly through your Invent Medical dashboard. Look for the "Help" or "Support" icon located in the main navigation menu. This portal serves as your gateway to the knowledge base, video tutorials, and our ticketing system.

Creating Tickets​

When you encounter an issue or have a question, creating a ticket allows us to track your request effectively:

  • Select Category: Choose the module related to your issue (e.g., Billing, Scheduling, or System Access).
  • Provide Details: Include a clear subject line and a description of the issue. The more context you provide (such as error codes, screenshots, or patient ID numbers), the faster we can assist you.
  • Submit: Once submitted, you will receive a unique ticket reference number via your registered email.

Ticket Lifecycle​

Understanding the journey of your request helps you manage expectations:

  1. Open: Your ticket has been received and added to the support queue.
  2. In Progress: A support specialist is actively investigating or working on your request.
  3. Pending: We may need additional information or confirmation from your side to proceed.
  4. Resolved: The solution has been implemented, and the ticket is ready for closure.

Priority Levels​

We prioritize tickets based on their impact on your clinical operations:

  • Low: General questions, feature suggestions, or minor cosmetic issues.
  • Medium: Issues that cause minor workflow delays but do not stop clinical operations.
  • High: Critical system errors that prevent you from completing patient encounters or billing tasks.

Following Up on Requests​

You can manage your open tickets directly within the Support Portal:

  • Status Tracking: View the current status of all your submitted tickets in one central view.
  • Threaded Communication: Reply directly within the ticket to provide more details or ask for updates from our team.
  • History: Access a history of all resolved tickets for future reference or audit purposes.