[{"data":1,"prerenderedAt":186},["ShallowReactive",2],{"help-article-\u002Fhelp\u002Fen\u002Fdaily-operations\u002Fcontacting-support":3,"help-siblings-en-daily-operations":166},{"id":4,"title":5,"body":6,"category":154,"description":155,"draft":156,"extension":157,"meta":158,"navigation":160,"order":161,"path":162,"seo":163,"stem":164,"__hash__":165},"help_en\u002Fhelp\u002Fen\u002Fdaily-operations\u002Fcontacting-support.md","Contacting support",{"type":7,"value":8,"toc":145},"minimark",[9,13,22,27,38,41,45,117,124,128,131,135,138,142],[10,11,5],"h1",{"id":12},"contacting-support",[14,15,16,17,21],"p",{},"Open ",[18,19,20],"strong",{},"Support"," in the sidebar (near the bell, the AI assistant and this help button) to write to a person, not the AI assistant. A number badge there shows when a specialist has replied and you have not read it yet.",[23,24,26],"h2",{"id":25},"opening-a-ticket","Opening a ticket",[14,28,29,30,33,34,37],{},"Click ",[18,31,32],{},"New request",", pick a reason (something broken, a question, a missing feature, billing, or other), and describe what happened. If the clinic cannot take bookings or payments right now, tick ",[18,35,36],{},"I can't take bookings or payments"," - that reaches us as an urgent alert, not just a queued ticket.",[14,39,40],{},"Do not type a client's or patient's personal details into the description - write \"a client's booking\", not their name, phone or email.",[23,42,44],{"id":43},"statuses","Statuses",[46,47,48,61],"table",{},[49,50,51],"thead",{},[52,53,54,58],"tr",{},[55,56,57],"th",{},"Status",[55,59,60],{},"Meaning",[62,63,64,73,81,89,97,105],"tbody",{},[52,65,66,70],{},[67,68,69],"td",{},"Sent",[67,71,72],{},"Just created, nobody has opened it yet",[52,74,75,78],{},[67,76,77],{},"Seen by a specialist",[67,79,80],{},"Someone on our side opened the ticket",[52,82,83,86],{},[67,84,85],{},"In progress",[67,87,88],{},"A specialist is actively working on it. Once a specialist has replied, a new message from you lands here too, not back on Sent",[52,90,91,94],{},[67,92,93],{},"Awaiting your reply",[67,95,96],{},"We answered - the next move is yours. No reply from you for 7 days and the ticket resolves automatically",[52,98,99,102],{},[67,100,101],{},"Resolved",[67,103,104],{},"The question is settled. Reply within 14 days and it reopens automatically",[52,106,107,110],{},[67,108,109],{},"Closed",[67,111,112,113,116],{},"Resolved for 14 days with no further reply; nothing can be added, but a ",[18,114,115],{},"New request about this"," button starts a fresh ticket linked to it",[14,118,119,120,123],{},"You can mark a ticket ",[18,121,122],{},"My question is solved"," yourself at any time, and reopen it the same way if it turns out it was not.",[23,125,127],{"id":126},"email-updates","Email updates",[14,129,130],{},"You get an email at the address on your account when the ticket is created, when a specialist opens it (skipped if their reply follows within 10 minutes - you just get the reply instead), on every reply from a specialist in full, when the ticket moves to in progress because of something on our side, and when it is resolved. The emails link straight back to the ticket.",[23,132,134],{"id":133},"office-hours","Office hours",[14,136,137],{},"A specialist answers Monday-Friday, 09:00-18:00 Tallinn time. Outside those hours the ticket still accepts your message - the reply arrives by email and in this thread once someone is back.",[23,139,141],{"id":140},"the-ai-assistant-can-open-one-for-you","The AI assistant can open one for you",[14,143,144],{},"If Ficus (the AI assistant) cannot answer your question, it can offer to open a support ticket on your behalf, carrying over what you already asked - you only confirm it.",{"title":146,"searchDepth":147,"depth":147,"links":148},"",2,[149,150,151,152,153],{"id":25,"depth":147,"text":26},{"id":43,"depth":147,"text":44},{"id":126,"depth":147,"text":127},{"id":133,"depth":147,"text":134},{"id":140,"depth":147,"text":141},"daily-operations","Open a support ticket from the sidebar, follow its status, and get an email on every reply - here is how the thread and the statuses work.",false,"md",{"key":159},"daily-operations\u002Fcontacting-support",true,7,"\u002Fhelp\u002Fen\u002Fdaily-operations\u002Fcontacting-support",{"title":5,"description":155},"help\u002Fen\u002Fdaily-operations\u002Fcontacting-support","icjq8f478bEGrv8UJ-Ty3BEIqChw_xCgzfnxIC4rGpk",[167,170,173,176,179,182,185],{"path":168,"title":169},"\u002Fhelp\u002Fen\u002Fdaily-operations\u002Fpoint-of-sale","Point of Sale: sell services, products and take payment",{"path":171,"title":172},"\u002Fhelp\u002Fen\u002Fdaily-operations\u002Fpayments-after-visit","Payment after a treatment: record it so your reports add up",{"path":174,"title":175},"\u002Fhelp\u002Fen\u002Fdaily-operations\u002Fschedules-and-shifts","Schedules: shifts, days off and vacations for your team",{"path":177,"title":178},"\u002Fhelp\u002Fen\u002Fdaily-operations\u002Fmanaging-appointments","Managing appointments: book, move, cancel and track status",{"path":180,"title":181},"\u002Fhelp\u002Fen\u002Fdaily-operations\u002Fintegrations","Integrations: connect Tervita to the tools you already use",{"path":183,"title":184},"\u002Fhelp\u002Fen\u002Fdaily-operations\u002Fai-assistants","AI assistants in Tervita: what they can do, and what only you can do",{"path":162,"title":5},1792630590042]