Quick Guide: Ticket Tagging & Workflow for Agents

This guide serves as the definitive reference for all Member Services (MS) agents to correctly classify, tag, and route incoming support tickets. Accurate tagging is essential for ensuring correct business metrics and enabling efficient escalation to prescribing, clinical, and technical teams. Agents must follow the strict hierarchical selection process (Form > Environment > Platform Function) outlined below to ensure compliance with reporting requirements.Accurate ticketing is non-negotiable! It ensures our metrics are correct and helps us improve efficiency. Before updating or submitting a ticket, ALWAYS confirm the correct tags are in place.

Tagging Rule: The Cascade Effect

Choosing the correct Form > Selecting the Environment >New fields open. You MUST select a tag for every new field!

If you're unsure, search similar tickets or ask in the #member_services_inbound Slack channel.

I. Selecting the Correct Ticket Form

Form Name	When to Use It
Customer Support Form	Primary form for tickets handled entirely by Member Services (MS).
Device Support Form	All device escalations or inquiries.
No Support Required Form	Tickets not related to a member (e.g., spam, wrong number).
Provider Support Form	Escalations from a Provider to the MS Team.
Prescribing Support Group Form	Escalations from MS to the PSG (VMP, Pharmacy, etc.).
Data or Clinical Records Request Form	Escalations for member requests for clinical/medical data.

II. Customer Support Form: Environment Tags

After selecting the Customer Support Form, you must select one of the following Environments. This choice triggers the next required field: Platform Function.

1. Environment: Admin ⚙️

Platform Function	Purpose
Account Support	Login, password update, account detail changes.
Account Cancellation
Invite Codes
Metrics	Change, delete, sync issues.
Pay Org Support	Incentives, pay org questions.
Programs	Switch requests.
Teams	Provider changes.
Unknown	🛑 DO NOT USE.

2. Environment: Enrollment Support 🙋‍♀️

Platform Function	Follow-Up Question (Required)
Eligibility (b2b)	Is enrollment related to MWL/AOM (Yes/No)?
Phone Onboarding Assistance
Self-Onboarding

3. Environment: General Support ℹ️

Platform Function	Special Note
Crisis Protocol	MEMBER IN CRISIS: Follow all Crisis Protocols immediately.
DNC Request	Member requesting Do Not Contact status.
Info Request	General Vida information (not enrollment related).
Privacy and Data

4. Environment: User App 📱 (iOS, Android, Web App)

Step 1: Select Platform (Android, iOS, Web App, None or Unknown).
Step 2: Select the correct Platform Function:
- Lessons and Tools
- Login
- Medications (Med Reminders)
- Metrics, Notifications
- Nutrition Plans, Phone Calling, Photos
- Profile Picture, Scheduling, Settings, Social Group, Switch Coach
- Trackers, Video Chat, Video Playback
- 🛑 Avoid: Me Tab, Misc., Now Tab, Today Tab, Unknown (User App).

5. Environment: Prescribing Support 💊

Platform Function	Symptom / Issue (Next Required Field)
Lab Orders	Lab Orders, Accessing Lab Order, Viewing lab results, or Lab results/BP out of range/critical (Escalation needed).
Prescription Inquiry	Cardiometabolic Prescribing (Labs, Statins), Mental Health Prescribing (SSRIs), or Anti Obesity Medication Prescribing (GLP-1).
Unknown	🛑 DO NOT USE.

III. Mandatory Final Fields

1. Type of Support Ticket

This field must be selected on ALL Customer Support Form tickets.
The selection for Member Services is always Support_Ticket.

2. Device Support Form Requirements 🩹

Tickets using this form require all three selections for the best data:

Field	Purpose
Device Type	(The specific device.)
Device Issue Type	(The issue encountered.)
Device Resolution Type	(How Vida solved the issue.)

3. No Support Required Form

This form only requires selecting the No Support Reason:

Business or Employment Inquiry
No Reply Required
Spam
Wrong Phone Number

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