Support tickets
Everything you send us becomes a thread you can follow and reply to.
Three ways to read and reply
In the app — Feedback & Support → My tickets. An unread badge appears on the sidebar button when we have replied, and a notice tells you there is an answer waiting.
By private link — every email about an enquiry carries a link to the thread that needs no account and no password. You can read the whole conversation and reply there.
By replying to the email — just hit Reply. Your message is matched back to the ticket and appears on the same thread.
The link route exists because plenty of people with an enquiry have no MedJot account and never will: an organisation quote comes from someone evaluating, a privacy request often comes from someone who has already left. Telling them to sign in would be telling them to give up.
The four statuses
| Status | What it means | Can you reply? |
|---|---|---|
| New | Received, not yet picked up | Yes |
| In progress | Someone is working on it | Yes |
| Resolved | We think it is done | Yes — and replying reopens it |
| Closed | The conversation is ended | No |
Resolved and Closed are different on purpose. Resolved says "we think this is done" while leaving you a way to say it is not, without raising a duplicate ticket and re-explaining everything from the start. A reply reopens it.
Closed ends it. If you need to come back to a closed matter, raise a new enquiry quoting the reference — it is in the emails about it.
You are emailed when the status changes, except when a ticket is first triaged, since that is not news.
Who replies
Replies come from MedJot Support, never attributed to an individual. Internal notes on a ticket are never visible to you.
About the private link
- The link is the credential. Anyone with it can read and reply to that thread, exactly as with a password reset link. Do not forward it.
- It stays alive while the conversation does. Every message pushes its expiry out; a long-dormant link goes inert.
- Lost it? The resend form on the ticket page emails a fresh link to the address already on the enquiry, and only there. It answers the same way whether or not the reference exists, so it cannot be used to find out whether an enquiry is real.
If a mail scanner has mangled a link, use the resend form — the reference it asks for is printed in the same email.
Attachments and screenshots
Describe the problem in the message. If a screenshot is essential, mention it and we will tell you where to send it — and check it first for anything patient-identifiable, since a screenshot of MedJot mid-report is exactly the sort of thing that carries it.
Response times
We answer as quickly as we can. Members of a paid-up organisation are expedited automatically.