This article outlines the steps necessary to process tickets that are from a Vida Coach in Zendesk. 

Tables of Contents

• Support Guidelines
  • Member Support Request from a Coach

• Provider Support Team Guidelines
  • Coach Dashboard "How Tos" and General Coach Protocols
  • Coach Dashboard Technical Support
  • IT, HR, or Security Support Requests

Support Guidelines

When going through Vida Coach tickets, there are a few scenarios to consider on your end.

Time-sensitive support requests during Provider Support Off-Hours

Key Details:

• Provider Support hours are Monday - Friday 6a-5p PT
  • This is for agents working the following shifts
    • Monday - Friday 5p-6a PT
    • Weekend Shifts
• IMPORTANT: For tracking and reporting purposes, please make sure you use the Provider Support Form and apply the appropriate field tags (specified below)

Coaches will open support tickets outside of Provider Supports hours. Below are the following requests that require a timely response from us if the Provider Support team is offline:

1. Coach Dash Login/Password Reset Requests

Follow this KB for guidance on assisting coaches with password resets.

Ticket Tags

• Environment: Admin (PS)
• Admin Platform Function (PS): Account - Provider (PS)
• Account - Provider Symptom/issue (PS): Password Reset (for reset requests) or Account Lockout (for locked out issues).

2. Serious and Widespread Coach Dashboard issue

If multiple coaches are reaching out regarding a critical issue with the Coach Dash, affecting their ability to work, please follow this KB for guidance.

Ticket Tags

• Environment: Dash (PS)
• Dash Platform Function (PS) and Symptom Issue: Subject to the issue. Please tag accordingly, or raise to the internal team for guidance

3. IT related requests

For inquiries or issues related to a coach's computer, Google account, or apps they have access to (slack or zoom), escalate to the IT team by starting a slack side conversation to the #provider-support-it-triage channel. Include the following details:

• Coach Name and Email
• Context of the request

The conversation will automatically create an IT ticket for the coach. You can then respond back to the coach to confirm this and the IT team will reach out soon.

Member Support Request from a Coach 

If the ticket was originally from a coach, but it's in regards to a member that needs to be followed up with, please follow the Steps to process Member issues from Coach tickets.

Please take the time to review and identify coach tickets that require reaching out to the member or just assign them directly to the Coach/ Provider Support team to handle. The mention of a Team Code does not necessarily mean it is a Member Support ticket. Here are some examples that can help you determine whether a ticket is for:

Member Support:

• Member experiencing App issues
• Philips (previously BioTel) Refill issue
• Member is in need of device troubleshooting
• Device order (always reach out to the member to confirm their current address)
• "I'm trying to call Member ABC123, but she's saying she's not receiving it." - reach out to the member to troubleshoot unless the coach discloses that it is happening to more than one member.

Coach Support:

• Waiting for updates on a Therapy program switch
• Member is having irregular levels of (i.e. blood sugar)
• "I'm unable to start a video call with member ABC123."
• “My member is unable to sign the IC/EC forms”
  

Triaging Coach Support tickets to the Provider Support Team

When viewing a ticket from a coach, and the context of the request is 100% coach support:

1. Assign the ticket to the Coach Support Group

2. Submit the ticket as New

If the coach emails from their personal email and not their @vida.com email

In order for the Provider Support team to see the ticket in their views, the requester field needs to be updated to their Vida email.

1. As an added security measure, have the coach verify their @vida.com email.

Once the coach confirms...

2. Note the personal email they wrote into support from, and copy it to your clipboard.

3. Change the requester to their Vida email. If you type their first and last name, the requester profile associated with their vida email should appear.

4. Paste the personal email onto the "CC" field

5. Assign to the Coach Support Group and submit the ticket as New.