Ticket System

Every request, sorted and assigned.

Calls, Patient app messages and requests become tickets, already sorted by category. Assign each one, set its priority and see it through to done.

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Test ResultsNormalNewAsks about last week's blood workTom Becker · App messageJK

Triage / SymptomsCriticalIn progressChest pain, told to call 911aAnna Reeves · Call with AceJK

RefillsNormalIn progressLisinopril 10 mg, 90-day supplyaDavid Kim · Call with AceAM

Assigned to youAdam · Refills #2481

Where tickets come from

Calls, messages and requests, all in one list.

aCalls with AceEvery call that isn't an appointment becomes a ticket, with the summary and transcript attached.“I need a refill of my lisinopril.”

Patient app messagesMessages Ace can't answer on its own turn into tickets for your team.“Can someone explain my blood work?”

Patient app requestsPatients ask for refills, forms and more right in the app.Request · School physical form

Added by your staffYour team can open a ticket by hand for anything else.New ticket · Referral to dermatology

Sorted by category

Every ticket lands in the right category.

Filter by category to see just refills, test results or anything else. Open a ticket to see the call, the patient and everything that's happened.

AppointmentsPrescriptionsRefillsTest ResultsRecords & FormsBilling & InsuranceAdministrativeReferralsTriage / SymptomsMental HealthProfile UpdateOther

acehealthCallsTickets12Inbox5PatientsScheduleAnalyticsAMAdam FletcherAvailable

TicketsNew ticketDial

All64Refills14Triage / Symptoms9Test Results6Billing & Insurance4Records & Forms4Prescriptions3Referrals3+5 more

RefillsNormalIn progressLisinopril 10 mg, 90-day supplyAMaDavid Kim · Call with Ace · 8:15

Triage / SymptomsCriticalIn progressChest pain, told to call 911JKaAnna Reeves · Call with Ace · 9:03

Test ResultsNormalNewAsks about last week's blood workJKTom Becker · App message · 9:20

Billing & InsuranceLowDoneQuestion about a $240 billSRaRobert Caldwell · Call with Ace · 9:41

Records & FormsNormalNewSchool physical form for LilyLily Johnson · App request · 10:02

ReferralsHighNewReferral to dermatologyMaria Lopez · Added by staff · 10:15

Refills · #2481Lisinopril 10 mg, 90-day supply

StatusIn progressPriorityNormalAssigned toAMAdam Fletcher

aFrom a call with Ace · 8:15 AM · 1:48David asked for a 90-day refill of lisinopril 10 mg, sent to CVS on Main St. He has 3 days of tablets left.Open transcript

DKDavid Kim58 yrsOpen chart

AMAdam Fletcher · note · 8:34Sent to Dr. Bennett to approve. Will call David once it's done.

Activity8:15Created by Ace from a call8:20Sam Rivera assigned it to Adam Fletcher8:32Adam Fletcher set status to In progress

Workflow

Assign it, track it, close it.

Assign to a personGive every ticket an owner. They get a notification right away.

AMAdam Fletcher

Status and priorityMove tickets from new to done, and flag the urgent ones.

NewIn progressDoneLowNormalHighCritical

Notes and filesLeave notes for the team and keep photos and files with the ticket.

Adam: Sent to Dr. Bennett to approve.pharmacy-label.jpg

Full historySee who did what, and when, for every ticket.

8:15 Created by Ace8:20 Assigned to Adam8:32 In progress

FAQ

About tickets.

Something else? Email contact@acehealth.site

Calls with Ace that aren't appointments, Patient app messages Ace can't answer, requests patients make in the app, and tickets your staff add by hand.

By category, like Refills, Test Results, Billing & Insurance or Triage / Symptoms. Filter the list to see one category at a time.

Yes. As soon as a ticket is assigned, that person gets a notification.

If a caller describes an emergency, Ace tells them to call 911 and marks the patient as critical risk, so the ticket stands out right away.

Yes. Every ticket keeps a full history of who did what, and when.