How to Get Ticket Updates & Escalate Tickets

• Once you have submitted a request or incident at support.union.health or calling/emailing the help desk, a ticket is created for you, and you will receive notification via email with that ticket number and detailed information
• There are three ways to update your Union Health Support Ticket, once it has been created:
  • Simply respond directly to any email you receive from Union Health Support regarding your ticket
  • Add a comment to the ticket directly on your ticket at support.union.health
  • If your issue has been resolved, you can also withdraw your request at support.union.health
• Updating your support ticket in these ways allows all technicians assigned to your ticket to see your updates and stay informed

Methods to Update your Ticket:

• Client Portal - support.union.health - Interact with your ticket (see detailed instructions below)
• Phone - 812-238-4911 - Give us a call and ask about your ticket (be sure to have your support ticket number)
• Union Health Support Email - helpdesktickets@union.health - You can reply to the helpdesktickets@union.health email with information, updates, and to notify technicians
• E-mail - helpdesktickets@union.health - Send us an e-mail about your ticket (be sure to include your support ticket number)

Updating your ticket from the client portal:

Searching for your Ticket: Step-by-step

1. The best way to ask for an update, or to ask a question, is to do it from within the ticket using the Client Portal (support.union.health)

2. You can access your tickets from the My Tickets button on the front page of the Client Portal (support.union.health)
   
3. This new screen will allow too see and search for your tickets. The functions are as follows:
   
   1. Search: You can search for text or terms to find a specific ticket. This will search all "Description" fields
   2. Status Class: This will allow you to filter which ticket status you would like to search. The status are as follows
      1. New: Tickets that have not been acknowledged or service has not began
      2. In Process: Tickets that have been acknowledged and/or service has began
      3. On Hold: Ticket is on hold for a specific reason. Usually used for tickets with service to be completed in the future
      4. Closed: Tickets that have been completed
      5. Resolved: Tickets that have been completed, but require follow-up service or confirmation
      6. Cancelled: Tickets that have been cancelled by the requestor
   3. Reviewer: If you know who the responsible party of your ticket is, you can use this box to filter those requests
   4. Due Date: If your ticket included a Due Date, you can filter fer those requests. Tickets with no Due Date will not display if this box is used
   5. Include Requests that I am listed as a contact on: To see tickets not submitted by you, but where you are added as a contact
   6. ID: If you know the specific Ticket ID, you can input it here
   7. Acct/Dept: If you wish to filter tickets for a specific department. This box is rarely used
   8. Services: If you wish to see tickets of only a specific service, you can use this box to filter those tickets
   9. Created: If you know the date or date range the ticket was created, you can use this box to filter those tickets
   10. Include requests from my accounts / departments: Used to include tickets from your account and department when filtering out other departments. This is rarely used.

Please Note: You can only view tickets that list you as the Requestor or as a Contact. If you require access to view a ticket, please contact the Help Desk.

Basic Updates/Questions

• Once you are within the ticket you can click on the Comment button in the Feed section at the bottom. If the ticket already has updates and comments, you may be able to comment on existing updates. Please be sure to notify the Responsible person on the ticket. You can also add other Contacts to to notify. Please do not notify Groups as this will spam multiple people that are not responsible for this ticket.

• Once in the ticket, you may withdraw your request, add an attachment, or add an alert so you receive notifications when anything changes in your ticket

Updating your ticket from email:

• After submitting a request, an automated email will be sent to you from helpdesktickets@union.health
• To send an update, simply reply to the email with your updates, questions, or comments and the ticket will be updated automatically.
• If you would like to include a new person to the ticket, note who should be added in your reply so technicians will be made aware and make the needed changes. 
• Please Note: Do not send general emails directly to helpdesktickerts@union.health. That inbox is not monitored and is used specifically for automatic ticket emails

• To escalate a ticket, call the help desk (812-238-4911) or email helpdesk@union.health and indicate that you are wanting to escalate a ticket. Please provide the ticket number as part of your request.

Conclusion

After reading this article, you should have multiple methods on updating or escalating your ticket.

Additional Help

For additional help, contact the Help Desk at 812-238-4911.