---
title: Introducing Swell's Ticketing System
description: Our ticketing system helps healthcare teams respond faster, stay organized, and deliver a better patient experience.
---

[Skip to content](https://support.swellcx.com/en/knowledge/introducing-swells-ticketing-system#main-content)

English

Show submenu for translations

[Customer portal](https://support.swellcx.com/tickets?hsLang=en)

![Swell\_Logo\_Magenta.svg\]](https://support.swellcx.com/hubfs/Swell_Logo_Magenta.svg)

Open main navigation

Close main navigation

- English
  
  Show submenu for translations
- [Customer portal](https://support.swellcx.com/tickets)
- Go to swellcx.com

 Go to swellcx.com

 Hey there! How can we help you?

- There are no suggestions because the search field is empty.

1. [Knowledge Base](https://support.swellcx.com/en/knowledge?hsLang=en)
2. [Ticketing](https://support.swellcx.com/en/knowledge/ticketing?hsLang=en)

# Introducing Swell's Ticketing System

## Our ticketing system helps healthcare teams respond faster, stay organized, and deliver a better patient experience.

Patient experience teams in healthcare are often working under pressure — managing public reviews, responding to survey feedback, and resolving patient concerns — all while juggling spreadsheets, emails, and sticky notes. In this environment, critical patient issues can fall through the cracks, leading to patient dissatisfaction and attrition.

That's why we built a healthcare-specific ticketing system, designed from the ground up to streamline feedback response workflows and to keep teams focused on building patient trust and satisfaction. 

### Manage Everything in One Place

With Swell's ticketing, you can manage all of your major issue resolution activities and record all relevant context in a single place. On a ticket, you can:

- Respond directly to a Google review
- Message the patient directly
- Attach documents such as x-rays, emails, written communications, and more
- Record patient outreach activities that have been performed (e.g., left a voicemail, sent an email, etc.)
- Add notes and images

![](https://support.swellcx.com/hs-fs/hubfs/image-png-May-29-2025-08-49-36-0675-PM.png?width=688&height=465&name=image-png-May-29-2025-08-49-36-0675-PM.png)

 

Swell also makes it easy to reference past feedback and messages with the patient. Without leaving ticketing, you can: 

- View past messages, templates, and campaigns that have been sent to the patient
- Read previous reviews or survey results recorded by the patient

![](https://support.swellcx.com/hs-fs/hubfs/image-png-May-29-2025-09-06-39-9667-PM.png?width=688&height=527&name=image-png-May-29-2025-09-06-39-9667-PM.png)

### Visibility That Drives Accountability

One of the biggest challenges with email-based workflows is that there's no clear way to track what's been done, what's overdue, or who's responsible. 

Swell's ticketing system provides real-time reporting on: 

- How many tickets are opened and closed each week
- The average time it takes to resolve an issue
- Individual and location-based response metrics

This transparency helps teams stay on top of their work, and helps leadership spot trends before they become problems. 

![](https://support.swellcx.com/hs-fs/hubfs/image-png-May-29-2025-08-05-30-9656-PM.png?width=688&height=362&name=image-png-May-29-2025-08-05-30-9656-PM.png)

### Automated, Intelligent Ticket Creation and Assignment

When a negative Google review is posted or a negative NPS score is recorded, Swell can automatically create a ticket with all of the needed context and information. Tickets can be automatically assigned to the responsible party for your organization (for example, a ticket could be assigned to a centralized patient experience team or to the office manager, depending on your workflow).

![An example of how automated ticket creation and assignment work](https://support.swellcx.com/hs-fs/hubfs/image-png-May-29-2025-08-10-15-6174-PM.png?width=688&height=237&name=image-png-May-29-2025-08-10-15-6174-PM.png)

### Automatic Contact Matching

One headache of using most ticketing systems is manually matching patient contact information from an EHR or PMS system to a review left on Google. Swell does the heavy lifting for you, matching patient contacts with online reviews and survey responses automatically. 

![](https://support.swellcx.com/hs-fs/hubfs/image-png-May-29-2025-08-46-11-1145-PM.png?width=688&height=406&name=image-png-May-29-2025-08-46-11-1145-PM.png)

 

### Tailored for Healthcare Workflows

Unlike generic help desk tools, Swell's ticketing system was built specifically to accommodate healthcare workflows. It offers:

- Configurable ticket statuses to match your existing workflow
- Role-based access to protect PHI and ensure compliance
- Configurable ticket categories for your reporting needs

### Swell's Ticketing System Closes the Loop Faster

Swell's ticketing system empowers organizations to track patient experience issues in one place, keeping responses timely, consistent, and documented. Internal collaboration happens directly in the ticket thread, instead of being scattered across inboxes and voicemails. The result? Fewer dropped balls. Faster resolution. And more patients feeling heard. 

### Ready to bring Order to the Chaos?

If your team is still managing patient feedback through spreadsheets, shared inboxes, or generic help desk solutions, now is the time to evolve. A smart ticketing system doesn't just make your life easier, it makes your response more consistent, measurable, and patient-centered. 

### [See it in action](https://meetings.hubspot.com/deandespain/ticketing-offering)

 

 

- [Best Practices](https://support.swellcx.com/en/knowledge/best-practices?hsLang=en#main-content)

    - [Survey](https://support.swellcx.com/en/knowledge/best-practices?hsLang=en#survey)
- [Onboarding](https://support.swellcx.com/en/knowledge/onboarding?hsLang=en#main-content)

    - [TCR Registration](https://support.swellcx.com/en/knowledge/onboarding?hsLang=en#tcr-registration)
- [Partner Info](https://support.swellcx.com/en/knowledge/partner-info?hsLang=en)
- [Integrations](https://support.swellcx.com/en/knowledge/integrations?hsLang=en)
- [Product Help](https://support.swellcx.com/en/knowledge/product-help?hsLang=en#main-content)

    - [Webchat](https://support.swellcx.com/en/knowledge/product-help?hsLang=en#webchat)
    - [Message](https://support.swellcx.com/en/knowledge/product-help?hsLang=en#message)
    - [Account Settings](https://support.swellcx.com/en/knowledge/product-help?hsLang=en#account-settings)
    - [People](https://support.swellcx.com/en/knowledge/product-help?hsLang=en#people)
    - [Review](https://support.swellcx.com/en/knowledge/product-help?hsLang=en#review)
    - [Campaigns](https://support.swellcx.com/en/knowledge/product-help?hsLang=en#campaigns)
- [FAQs](https://support.swellcx.com/en/knowledge/faqs?hsLang=en)
- [Release Notes](https://support.swellcx.com/en/knowledge/release-notes?hsLang=en)
- [TCR Registration](https://support.swellcx.com/en/knowledge/tcr-registration?hsLang=en)
- [Patient Experience Management](https://support.swellcx.com/en/knowledge/patient-experience-management?hsLang=en)
- [Reporting](https://support.swellcx.com/en/knowledge/reporting?hsLang=en)
- [Compliance](https://support.swellcx.com/en/knowledge/compliance?hsLang=en)
- [Employee Insights](https://support.swellcx.com/en/knowledge/employee-insights?hsLang=en#main-content)

    - [Participant Experience](https://support.swellcx.com/en/knowledge/employee-insights?hsLang=en#participant-experience)
    - [Integrations](https://support.swellcx.com/en/knowledge/employee-insights?hsLang=en#integrations)
- [Ticketing](https://support.swellcx.com/en/knowledge/ticketing?hsLang=en)
- [Automated Workflows](https://support.swellcx.com/en/knowledge/automated-workflows?hsLang=en#main-content)

    - [Automated Review Responses](https://support.swellcx.com/en/knowledge/automated-workflows?hsLang=en#automated-review-responses)
- [Segments](https://support.swellcx.com/en/knowledge/segments?hsLang=en)
- [Announcements](https://support.swellcx.com/en/knowledge/announcements?hsLang=en)

[![Copy of Swell-Magenta](https://support.swellcx.com/hs-fs/hubfs/Copy%20of%20Swell-Magenta.png?width=250&height=66&name=Copy%20of%20Swell-Magenta.png "Copy of Swell-Magenta")](https://support.swellcx.com/en/knowledge?hsLang=en)

Copyright © 2026, Swell