Médis Active - Freshdesk “How to”
Ticket creation
1) Information to provide to the 2nd Level Support
Create a case and provide following information:
○ Description of the issue (if applicable: issue’s screenshots)
○ Médis active ID (if the user is unable to provide the Médis active ID, we need the
email address, otherwise we cannot find him in our system)
■ The email is especially important when the user is unblocked and doesn’t remember the credentials
2) How to create a ticket step by step
● Click on New and then on New Ticket
● Fill out the properties as follow:
○ Language: English
○ Humanoo / Whitelabel ID: XX Write here the user´s Médis active ID XX
○ Status: On Hold
○ Product: Médis Active
○ Group: Médis Active
○ Agent: Médis Active Contact Support Team
○ Type: Request
○ Ticket Category: XX Choose the Category and the Sub Category - if necessary,
choose the System / Issue / Solution XX
○ Company: -
○ Source: Phone
○ Priority: Low
○ Contact: active@medis.pt
○ Subject: XX Here you need to write Médis and a summary of the issue XX
E.g. Médis - Login - Blocked Account
○ Description: XX Here you need to provide the information reported in the above
point 1 XX
E.g. “I've been locked out of my Médis Active account.”
Medis active ID: MED12345
My device: iPhone - iOS: 17.2
APP-Version: 18.2.0 (4)
3) How 2nd Level Teams proceeds
● The 2nd Level Agent in charge will assign himself Médis Ticket in Status On hold
changing Agent with his name and Status in Assigned (or In progress according to the
issue)
● Once the 2nd Level Agent has the solution, will write a note in the ticket and send Médis
Active Team the case back by changing Agent with Médis Active Contact Support Team
and Status in Assigned
● After checking the solution, Médis Active Team needs to change the Status in Closed.
(Of course, should the Médis Active Team need any other information from our 2nd Level
Team, then put it in On Hold)
4) Status to be used from Médis Active Team
● On Hold → Received Reply + Need further help: Médis Team needs 2nd Level Help. IMPORTANT: This is the only status to be used for communicating with the 2nd Level Team;
● Closed → Received reply + Solved: Médis Team received the solution and the case can be closed;
● New Case → Proceed as you were used to (no need to put on hold or assign differently).