Specific For Support Contacts
Every Privia customer designates at least one technical point of contact. Most companies have 3. Only the designated technical points of contact can open ...
Tue, Mar 21, 2017 at 10:04 AM
To update the list of Technical Support Contacts please open a new ticket to Privia Customer Support requesting the change. A Privia customer support agent ...
Fri, Jun 22, 2018 at 9:10 AM
The status field is used to automate behaviors in the ticket system and to trigger SLA alerts to supervisors and managers. The status of a ticket can be mo...
Tue, Mar 21, 2017 at 11:15 AM
Types are very general categories that are used to quickly identify which tickets should be addressed first when there are multiple open issues being worke...
Tue, Mar 21, 2017 at 10:44 AM
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 ...
Tue, Mar 21, 2017 at 10:40 AM
When a ticket is created either by email to support@privia.com or through the Privia support portal, the ticket will initially be created with only the name...
Tue, Mar 21, 2017 at 10:21 AM
When a ticket is opened, the Privia support staff adds all of the registered technical points of contact to the first reply to the ticket. Additional emai...
Tue, Mar 21, 2017 at 10:17 AM
When a ticket is initially opened through an email to support@privia.com, the resolution will automatically be set to "Unknown at this time". The...
Tue, Mar 21, 2017 at 10:12 AM
Tickets that have been closed are retained in the Privia support system for 4 months. Any tickets that have been in a closed state with no activity after 4...
Tue, Mar 21, 2017 at 10:09 AM
On March 20, 2017, Privia LLC switched from a home grown support system to a commercial system. The previous system is still running and can be accessed by...
Tue, Mar 21, 2017 at 10:07 AM