How will this change impact my organization?

Your team can expect improved communications and reduced turnaround times as the new system streamlines the way we work through process improvements and automated workflows. Other changes include:

• New Customer Portal URL and User experience
• Ability to update tickets through email
• Automated notifications for status updates
• Send to ClientTrack button will no longer escalate to CaseWorthy Support, and the Portal will need to be utilized to obtain assistance from the CaseWorthy Support Team.

What data will be stored in the ticketing system?

The new system will store your company's details, including your contact list. It will also include system configuration details that will help our team support you. All touchpoints between the CaseWorthy Support Team and your Organization will be captured in tickets within the system.

Is the system HIPAA Compliant?

The new system is HIPAA compliant, and we have a Business Associate Agreement (BAA) on file with the vendor. We do not store Protected Health Information (PHI) data in the system and do not recommend you send PHI through the portal or email.

Will all departments within CaseWorthy utilize the new system?

Not necessarily. Customer Support may dispatch tickets outside of the system to our Product or Development Teams. In these scenarios, Support will keep your ticket updated for visibility in the portal regardless of which department it is with. Custom, billable enhancements are delivered by our Professional Services Team who will manage your billable projects in a separate system. If you submit a ticket that requires billable support, it will be dispatched to your Account Manager to create a Statement of Work. Once that conversation is started, your ticket will be closed in the Customer Support system, and a Project will be created in the Project Management system.

How do I log into the portal?

You can create a new account by clicking “Sign Up” or you can utilize Single Sign On (SSO) through your Microsoft or Google account.

How do I get access to the new portal for my team?

The new system allows you to quickly and easily open a new service ticket by emailing support@caseworthy.com! You will receive a confirmation email with your ticket number. You can respond to the email at any time with updates and your ticket will automatically be updated directly from the email correspondence.

You also have the option to open a new ticket through the portal. If you contact support by phone, that interaction will be recorded in a ticket that you can later view in the portal.

How will I view and manage my open support tickets?

You can add details to your ticket through the portal. Any interactions you have through email will also update the ticket automatically.

Can I include an attachment in my ticket?

Yes, you can add attachments to your tickets in the portal or by email.

Who can access my tickets?

System Administrators will have access to the portal by default. System Administrators can also add and/or remove other Users from viewing or editing tickets in the portal.

When will we switch to the new portal?

On December 1, 2025, the send to ClientTrack button will no longer escalate to Support and users will be redirected to the new portal URL.

Will our closed tickets be migrated to the new system for history?

Yes, you will be able to access your old tickets in the new portal for history.

Will our open tickets be migrated to the new system?

Yes, your open tickets will be migrated into the new system and available to view and/or edit on December 1st.

Can I reopen old tickets?

Yes, you can re-open old tickets, however there are restrictions based on ticket age and/or status.

Will ticket statuses be the same in the new system?

No, the ticket statuses in the new system are designed to provide more transparency into the stage of your ticket

Can I add a video recording to my ticket?

Yes, you can attach videos. We recommend an mp4 however, the portal accepts most file types.

What other resources are available to me in the new portal?

The new portal will be focused on managing tickets. You will have the ability to:

• View, create and update tickets
• Manage your Company Contact list including users access to the Portal.

The new Portal does not include any training or documentation resources which are now stored in our Learning Management System (LMS), CaseWorthy University.