Patient Support & Request Ticket System
The Medzit NexHealth HMS Patient Support Center allows patients, visitors, and guest users to submit support requests, report issues, inquire about medical appointments, or seek billing assistance without requiring prior account registration.
Key Capabilities
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Guest Ticket Submission:
- Public support request portal accessible at
https://nh-dev.medzit.in/support. - Form fields include: Full Name, Email Address, Mobile Phone Number, Subject Category, Priority, Detailed Description, and File Attachments.
- Public support request portal accessible at
-
Automated Reference Code Generation:
- Every submitted ticket receives an immutable tracking code (e.g.
#SR-2026-24070).
- Every submitted ticket receives an immutable tracking code (e.g.
-
Multi-Channel SMS & Email Alerts:
- SMS Alert: Dispatched instantly to the patient's mobile number:
"Medzit Support: Your support request #SR-2026-24070 has been created successfully. Track status at: https://nh-dev.medzit.in/support" - Email Notification: Sent via Resend API with direct tracking link.
- SMS Alert: Dispatched instantly to the patient's mobile number:
-
Care Coordinator & Helpdesk Escalation:
- Tickets automatically route to Care Coordinators and L1 Helpdesk teams in the Super Admin / Hospital Admin portal.
- Status updates (
Pending→In Progress→Resolved→Closed/Reopened) automatically trigger updated SMS notifications to the patient.
Ticket Lifecycle & Statuses
| Status | Description | SMS Triggered? |
|---|---|---|
| Pending | Ticket submitted; awaiting initial triage. | Yes (Creation Confirmation) |
| In Progress | Care coordinator or technical agent actively investigating. | Yes (Assignment Notice) |
| Resolved | Solution or answer provided to patient. | Yes (Resolution Summary) |
| Reopened | Patient requests additional follow-up on resolved ticket. | Yes (Reopen Confirmation) |
| Closed | Final closure after verification. | Yes (Final Notice) |
How to Submit a Support Request
- Visit the public Support Center (
https://nh-dev.medzit.in/support). - Select ticket category (Appointment Inquiry, Billing & Payment, Technical Issue, Medical Records, General Support).
- Enter your contact details and description.
- Click Submit Request.
- Save your reference code (
#SR-2026-XXXXX) or click the tracking link sent to your mobile phone.