The majority of tickets for Privia support will not be assigned to a specific support representatives. The Privia support model operates as a shared queue at all times so that all issues are addressed by anyone that is available. However, there are circumstances in which a specific support representative will be assigned a ticket. Common reasons for assigning a specific support representative to a ticket would be:
- Scheduling an upgrade of a Privia server
- Scheduling a specific date/time for a web meeting or phone conversation
Customers may request that a specific support representative be assigned. Doing so will limit the availability of responses to the issue.