Support tickets
How to open a ticket from the Vantrexia staff portal, what to include, and what happens after you submit.
A support ticket is the right tool for almost every question that is not a clinical emergency or a suspected breach. Tickets are tracked, searchable, and tied to your tenant. They will not get lost the way an email to a shared inbox can.
When to use a ticket (and when not to)
Use a support ticket for:
- Questions about how a feature works
- Bug reports and unexpected behaviour
- Billing and invoice questions
- Help adding or removing staff
- Device pairing problems and replacements
- Anything you would normally email support about
Use escalation instead for:
- A suspected security breach. Email
security@vantrexia.comas well as filing a High priority ticket - A clinical situation where a patient needs immediate care. Treat the patient first, then file a ticket about any contributing platform issue
How to open a ticket
Sign in to the staff portal and click the Help icon in the top navigation, then Open support ticket. You can also reach the same screen from Help → Support tickets → New ticket.
Choose a category: Cannot Access Account, Billing Question, Technical Issue, Getting Started, Data Question, or Other. The category routes the ticket to the right team.
Choose a priority: Low, Normal, High, or Urgent. The next section explains what each one means; pick honestly so the right person picks it up first.
Write a clear subject, one line that names the problem. "Patient 32847 not receiving BP alerts since Tuesday" is a good subject. "Help" is not.
Fill in the description with the details under What to include below. Attach screenshots, log exports, or sample readings if they help.
Click Create ticket. You will get a confirmation with a ticket number in the format VTX-XXXXX. Reference this number in any follow-up email or phone call so we can find your case quickly.
What to include
A ticket is only as useful as the information in it. Save yourself a round-trip by including up front:
- What happened: the symptom, in one or two sentences
- What you expected: so we can confirm it is genuinely off, not just unfamiliar
- When it started: date and approximate time, with timezone
- Who is affected: yourself, one specific user, every nurse, all patients, one patient (use MRN, not name)
- What you have tried: a quick list, even if nothing worked
- Steps to reproduce: the exact clicks that trigger the problem
- Browser and device: Chrome on Windows, Safari on iPad, etc.
- Screenshots: annotated if possible; redact PHI you do not need to share
Do not paste raw patient identifiers (full names, social security numbers) into ticket descriptions. Use the patient's MRN instead. Our staff have authorized access to look the rest up.
Priority levels
Vantrexia uses four priorities. Pick the one that honestly describes your situation; over-tagging makes the queue noisier without making your ticket faster.
| Priority | Use for | Example |
|---|---|---|
| Urgent | The platform is down or unsafe to use for clinical work | Staff cannot log in, alerts are not firing, vitals are not being received |
| High | A core workflow is broken for many users; or one urgent patient case | Billing report blank for the month; one patient's device has not transmitted in 48 hours |
| Normal | Standard issue or question | A specific button errors out; how do I reassign a patient to a new nurse |
| Low | Nice-to-have, future improvement, or general question | Could the dashboard show readings in mmHg? |
For a suspected breach, file a High priority ticket and also email
security@vantrexia.com.
What happens after you submit
- The ticket lands in the right queue based on the category you picked.
- The first available specialist on that queue is assigned and emails you their first response. The ticket status changes to In Progress.
- You and the specialist exchange messages on the ticket page. Every reply is timestamped and visible to both sides.
- If we need more information from you, the status changes to Waiting on Customer until you respond.
- When the issue is fixed, we mark it Resolved. You have 7 days to confirm. After that, or when you click Close, the ticket is Closed.
- We will ask for a quick CSAT rating (1 to 5) so we can see how we did. Your feedback feeds into our weekly support review.
Reopening a closed ticket
If a "fixed" issue comes back, you can reopen the original ticket within 30 days of closing rather than starting a new one. Open the ticket from Help → Support tickets, click Reopen, and add a note describing what is happening now. Reopening keeps the original history attached, which saves time for both sides.
Where to find ticket history
All tickets (open, resolved, and closed) are listed under Help → Support tickets in the staff portal, filterable by status, priority, and category. Tickets are scoped to your tenant; one practice cannot see another's tickets.
Related pages
- Escalation. When to go beyond a ticket, and who to contact
- FAQ. Answers to questions you might be tempted to file as a ticket