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No PHI should be included and application issues should be reported to WebPT Support
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Since the delay in getting responses to our submitted "support" tickets has grown considerably over the past few months to be many weeks for an actual response it would be helpful if when the email is sent to us advising that you have received our "ticket" that our original message is displayed within that email so we know which ticket you have acknowledged; this or give us the option to print all info submitted in the ticket when we submit it so we have a paper trail to track. The same for when we and if we ever get a response that is useful to also include the original info submitted for the ticket. I currently have 2 open tickets from June 24th and June 27th that I have only received the "Thank you for contacting Therabill. We strive to answer all emails and support tickets within one business day. In the meantime, if you'd like to update your ticket, simply reply to this email with any additional information." At this point I do not recall what the body of my ticket was only that it was important enough to submit it to you and now that 2 weeks have passed I feel like it has been lost in all the chaos there as of late.
Thank you,
Christy
Guest
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This is a huge issue for me. I often have multiple tickets open at any given time, and when they send a confirmation email with the ticket number, there is ZERO mention of the topic. I also often want to check in on a ticket (due to slow response times), and the numbering system with no detail makes it difficult to do so. So I'll have a bunch of ticket number emails but with no way to tie the ticket number to which issue is which number. Even when the support person replies, sometimes it is still difficult to identify which issue they are referencing because the original request is never included. Not tying the ticket number to the topic renders the numbers nearly useless for me.
I completely agree. I recently received an email telling me that WebPT Support was "awaiting my response on the issue below" and were going to close my ticket if I didn't respond. There was no information other than the ticket number. I often have several tickets in at one time and it would make more sense to include the original email instead of asking me to research which ticket a response is referencing.