The Ticketing & Support System module enables healthcare organizations to efficiently manage technical issues, user queries, and service requests related to the EMR/HMS system. It ensures timely resolution, improves accountability, and maintains operational continuity.
Users can raise tickets for technical issues, system errors, or support requests
Categorization and prioritization of tickets (e.g., critical, high, medium, low)
Automatic assignment to relevant IT or support personnel
Option to attach screenshots, logs, or relevant files
Real-time ticket status monitoring (open, in-progress, resolved, closed)
SLA tracking and escalation for overdue tickets
Communication logs between users and support staff within tickets
Option for internal notes and collaboration among support teams
Centralized repository of FAQs, guides, and troubleshooting steps
Self-service portal for users to resolve common issues
Reduces repeated support requests and accelerates resolution
Ticket volume and resolution time analysis
Department-wise and issue-type-wise performance reports
SLA compliance tracking and bottleneck identification
Continuous improvement insights for IT and operations
