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We have been receiving consistent feedback from providers expressing their concerns about unfulfilled requests from our team. We understand that Tiger automatically deletes messages after 30 days, which makes it difficult for us to keep track of every single request.
To address this issue, Portrait is implementing a new ticketing system to log all provider requests. This system will effectively track and log all requests, ensuring accountability from our team and preventing any requests from being overlooked or lost due to the auto-deletion of Tiger messages.
Additionally, this ticketing system will provide providers with more visibility into the progress of their requests, resulting in faster resolution times. They will receive updates at every step of the process, keeping them informed about the status of their issues.
In order to minimize the chances of requests falling through the cracks, we are consolidating your Tiger communication channels. As of 11/13, your Tech Support team will be moved into your general support channel. This means that you will now have one Tiger channel for all your support needs, including tech, inventory, PCC, and general inquiries. As a result, your tech-specific Tiger channel will be deleted since it is now redundant.
If you have any questions or requests, please continue to use your primary Tiger channel, which now includes all comprehensive support teams. Additionally, please utilize our ticketing system to log future requests, which is available through the Support Center.