I wonder if there is an easier way to handle tickets with ecw. Right now we open a ticket and support calls us during clinic hours and we cannot drop everything and work on tickets with them. We have requested that they call on certain days or times (like please call Tuesday morning between 8am and 12pm CST) which are our admin days or lighter clinic days, but they never do and end up calling at the wrong times. We play phone tag. The tickets get dragged out for weeks. Today they randomly called during clinic to install fax server software. We told them to call back tomorrow because we had faxes going out and we cannot stop them for an install in the middle of clinic. I bet they won’t call back tomorrow.
I wish eCW had some type of scheduling platform for non urgent tickets. We could submit three dates and times for them to try calling us to work on tickets and they can reach us without difficulty and get the ticket taken care of.