Ticket Tagging and Workflow Reference

This page explains how the FincareAid Zendesk-style support workflow behaves in plain language. It helps agents classify tickets correctly and understand what happens after a tag is applied.

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Rule: Apply the best matching tag first. If you are unsure, use general-inquiry and document what tag may be missing.

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Block 1: Complete Tag Taxonomy Table

Tag	Use Case	Example Ticket Language
billing-rental	Rental or installment billing question, payment schedule request, or rental invoice clarification.	“We need our monthly payment schedule.”
payment-overdue	Missed rental or rent-to-own installment payment, late payment follow-up, or overdue notice.	“Our finance team has not processed this month’s payment.”
billing-invoice	Invoice request, correction, re-issue, or discrepancy for one-time purchase or service billing.	“This invoice amount doesn’t match our signed agreement.”
delivery-status	Customer wants delivery ETA, shipment tracking, scheduling confirmation, or receiving requirements.	“Can you confirm when the analyzer will arrive?”
delivery-delay	Delivery missed or will miss promised date, delayed installation arrival, or logistics disruption.	“The installation was scheduled for today and no one has shown up.”
equipment-downtime	Equipment cannot be used, operations are blocked, or clinical/lab service is disrupted.	“The monitor stopped working during use.”
technical-troubleshooting	Any technical diagnosis request: error codes, performance issues, setup faults, connectivity checks.	“The device keeps showing an error code during startup.”
warranty-claim	Warranty repair, replacement, servicing request, or claim documentation intake.	“This should still be under warranty.”
onboarding-new-customer	New customer support: first delivery/setup guidance, support orientation, first 30-day questions.	“We just signed the rental agreement. What happens next?”
account-access	Portal login/access problems, permission issues, MFA resets, or access blocking a team.	“None of our team can log in to the portal.”
customer-complaint	Dissatisfaction, threatened cancellation, reputational risk, repeated delays, or service recovery needed.	“If this isn’t resolved today, we’ll cancel and report this.”
sales-to-support-handoff	Sales handoff missing details, customer expects something not documented, onboarding context gaps.	“Sales said installation is included, but no one has contacted us.”
escalation-tier2	Agent cannot solve within Tier 1 scope, permissions, or risk tolerance. Ticket must be reassigned.	“We need you to change the contract terms and reschedule payments.”
supervisor-review	Supervisor approval needed: exception request, high-value warranty, complaint escalation, cancellation risk.	“We want a refund and compensation for downtime.”
p1-critical	Highest urgency cases: active clinical/lab impact, safety risk, or urgent hospital escalation.	“We can’t run tests right now and patients are waiting.”
general-inquiry	Fallback when no other tag fits. Must include an internal note describing the gap.	“I’m not sure which team handles this, but we need help quickly.”

Block 2: SLA Tiers Explained in Operational Terms

P1 Critical
- This is not just urgent. It means equipment may be unavailable during clinical, lab, or patient-related activity, or there is a safety risk.
- These tickets get a 30-minute first reply because delays can disrupt hospital workflow and patient care.
- Typical actions: apply p1-critical, apply equipment-downtime (if unusable), and escalate to Technical Team and Supervisor.
P2 High
- This affects important business or care operations, but may not be active emergency downtime.
- Examples: warranty claims affecting service delivery, account access blocking a medical team, or delayed delivery for scheduled installation.
- Goal: respond fast, set expectations, and escalate before most of the SLA is consumed.
P3 Standard
- Normal operational support: billing questions, routine delivery updates, onboarding, and non-critical account questions.
- These should still be handled with clear next steps and good documentation.
P4 Low
- Informational requests that can wait, but still require a clear response, correct tagging, and a complete answer.
- Example: documentation request or non-urgent admin update.

Block 3: Visual Escalation Workflow

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Customer submits ticket

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Agent reviews issue and applies correct tag

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Is there active clinical impact or safety risk?

Yes: Mark P1 Critical, apply equipment-downtime, escalate to Technical Team and Supervisor
No: Continue diagnosis

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Can agent solve with approved SOP or troubleshooting guide?

Yes: Resolve, document action, close after customer confirmation
No: Add internal note, apply escalation-tier2, reassign to Tier 2

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Does Tier 2 need another team?

Finance: Billing, invoice, payment, rental exception
Logistics: Delivery, damaged shipment, installation scheduling
Technical Team: Equipment fault, calibration, connectivity, warranty diagnosis
Supervisor: Complaint, policy exception, cancellation risk

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Customer receives update macro

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Ticket remains open until owner confirms next action

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Block 4: Trigger and Automation Summary

Automation Name	What Agent Experiences	Internal Owner
P1 Critical Alert	When p1-critical is applied, the supervisor and Technical Team are notified so the case is handled immediately.	Support Supervisor
Payment Overdue Routing	When payment-overdue is applied, the ticket appears in the Billing Support queue/view for faster follow-up.	Finance Lead
Warranty Claim Intake	When warranty-claim is applied, the ticket is flagged for documentation intake and technical review assignment.	Warranty Coordinator
Delivery Delay Alert	When delivery-delay is applied, Logistics is alerted and the ticket is flagged for proactive updates.	Logistics Coordinator
Escalation Tier 2 Routing	When escalation-tier2 is applied, the ticket is routed to the Tier 2 Support group with the internal escalation note.	Tier 2 Support Lead
Supervisor Review Flag	When supervisor-review is applied, the ticket is highlighted for approval, exceptions, or cancellation-risk handling.	Support Manager
New Customer Onboarding Task	When onboarding-new-customer is applied, a follow-up task/reminder is created for 7-day and 30-day check-ins.	Customer Success Lead
No Tag Reminder	If a ticket has no tag after a short window, the agent sees a reminder to apply the best matching tag.	Support Ops Lead
SLA Breach Warning	When ~75 percent of the SLA target is used, the ticket is flagged so the agent and supervisor can prevent a breach.	Support Supervisor
CSAT Follow-Up	After resolution, the customer receives a CSAT request. Low scores are routed for review and coaching follow-up.	Quality Lead