Rekonnect includes a built-in Support Issue Management system that allows users to report problems, ask for help, or raise concerns about products or training content. These issues are submitted as tickets, which are tracked and resolved through a structured workflow by administrators or support teams.
This feature helps MedTech companies manage product feedback and regulatory escalations, especially in post-market surveillance, compliance monitoring, or internal QA.
About Support Tickets
A support ticket is a formal issue raised by a product user. It typically includes:
Issue type (e.g. malfunction, user confusion, content error)
Subject and description
Linked product or course
AER code (if applicable)
Attachments like screenshots or documents
Ticket Workflow
Each support ticket passes through a clear lifecycle:
New – Just submitted and awaiting attention
Open – Assigned to a support agent or admin
Pending – Awaiting additional input from the user or external party
On Hold – Temporarily paused (e.g. pending internal review)
Solved – Issue resolved, but not yet formally closed
Closed – Final state, resolution confirmed
Admins can add internal comments or communicate with the reporting user through the ticket chat function.
AER Codes (Adverse Event Reporting)
If the issue involves a medical device concern or clinical risk, users or admins can assign an AER code to the ticket.
AER codes help categorize and escalate adverse events per regulatory standards
Codes may include predefined labels such as “device failure,” “incorrect labeling,” or “unexpected side effect”
These codes assist in post-market surveillance and can be reported during audits
Custom Fields in Support Tickets
Support tickets can be extended with custom fields to capture data specific to your product or QA needs. Examples include:
Device serial number
Affected department
Region or market
Internal QA tags
These fields can be added via the admin settings and are displayed in both the ticket creation form and the ticket review screen.
How Users Submit Support Issues
From the User Portal, users can:
Navigate to the Support section
Select the relevant product or training
Describe the issue, add an attachment, and submit the ticket
If enabled, email notifications alert administrators of new submissions. Visual notifications (red dot) also highlight new and open tickets in the Support view.