Support tickets
How tickets get created, and how to reply to them in your Support center.
Jerett Patterson- Essential
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A ticket is a support conversation that we keep on file so it does not get lost. You do not open a ticket directly. A ticket is created for you in a few situations, and then you reply to it in your Support center.
How a ticket gets created
When you send a chat message and our team is away, your message becomes a ticket so we can follow up.
When our team turns a live chat into a ticket, so we can keep working on something that needs more time.
When you email us at support@mederisentinel.com.
Where your tickets live
Open the chat and click the life preserver icon at the top of the panel to open your Support center. Every ticket is listed there with its full history.
Replying to a ticket
Open any ticket to see the whole conversation, then type your reply at the bottom and send. Everything stays in order, so you can always see where things stand. A ticket follows your account, so you can see it from any of your locations.
A live chat that is still open is not a ticket yet. A chat becomes a ticket only when we are away or when our team moves it to one.
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