Ticketing System: A Step-by-Step Guide How to Create and Submit a Ticket
What is a ticket:
A ticket is a formal record submitted through the Foodsmart Nutrition Network (FNN) or Foodsmart For Dietitians (FFD) to report issues, bugs, questions, or requests for support. The ticketing system is essential for tracking and managing these submissions, allowing our team to monitor, investigate, and resolve concerns efficiently. It also enables us to continuously improve our systems and processes while ensuring timely and thorough communication. Our team is dedicated to providing high-quality support and addressing all tickets with care and attention.
What is FNN:
FNN (Foodsmart Nutrition Network) is a knowledge base and ticketing system utilized daily by RDs. You can search using keywords, browse articles organized in folders, or access information through the FAQs section. Familiarity with FNN is mandatory to stay informed on all Foodsmart processes and to support the success of your visits.
“FNN is like Google for Foodsmart. It is my lifeline to help me find answers during my visits."
-RD in Onboarding
What is FFD:
Foodsmart For Dietitians it is the platform RDs use to manage patient encounters - from scheduling, billing, and charting member encounters.
How to create a ticket in FNN:
Please follow the steps below to ensure you are using the system effectively:
Step 1: Search for Information
Use the search bar to enter keywords related to your topic or issue.
Step 2: Review Relevant Articles
Once you locate the relevant article, read through it thoroughly to determine if it addresses your question or resolves your issue.
Step 3: Determine if a Ticket is Necessary
If your question or issue is not resolved after reviewing the article, proceed to create a ticket.
Step 4: Submit a Ticket
Option 1: In the article you reviewed, click on “Click here to create a ticket” and follow the on-screen instructions.
Option 2: Scroll to the FAQs section at the bottom of the page, select the appropriate article, then click “Click here to create a ticket” and complete the ticket submission process.
In the area titled “Ticket creator email” only put your Foodsmart email NOT your personal email address.
⚠️Please Note: not all articles have a "ticket" option in them. Only the most frequently used articles do.
How to create at ticket in FFD
Follow these steps to navigate the Virtual Assistant effectively:
Step 1: Access the Virtual Assistant
Click the question mark icon in the top right corner of the screen.Step 2: Navigate the Options
Select the appropriate branch from the pop-up bubbles that appear, based on your specific issue.Step 3: Review the Information
Once you are directed to the relevant information, carefully read the corresponding article to see if it addresses your question or concern.Step 4: Submit a Ticket if Needed
If your issue remains unresolved after reviewing the article, scroll down and select
These are the steps to create a Foodsmart bucks issues ticket*
⚠️ Please note: You should always conduct a thorough search in FNN before submitting a ticket, as the answer is often readily available within existing articles, making a ticket unnecessary.
To respond to the ticket or add additional information, click "View Ticket" located in the top right corner of the email.
Please note: You will not receive a notification after you submit a ticket. You will receive a notification by email or on the messenger once your ticket has been responded to or has a status update.
How to use the messenger to see ticket responses in FNN
Open the messenger by selecting the Foodsmart icon in the top left hand corner, then select the arrow in the top left corner inside of the virtual assistant.
Important Reminders for Submitting Tickets
To ensure timely and accurate resolution of your tickets, it is critical to complete all required fields exactly as requested. We have received a significant number of submissions where:
Notes are entered in place of required fields,
Essential information is missing, or
The Foodsmart internal email is not included.
Incomplete or incorrect submissions can delay the resolution process. Please double-check all entries before submitting your ticket.
Adding Information After Submission
If you need to provide additional details after creating a ticket, you can easily do so by replying within the ticket thread. This is the best way to supplement your original submission and ensures that all relevant information stays organized and visible to the team handling your request.
To respond within a ticket thread, you may do so directly via your FS email. Once you receive a notification indicating that your ticket is "in progress" or that the team has replied, simply respond to that email to continue the conversation.
Final Reminders:
If you experience any issues or need help, please search the FNN (First Name Nutrition Network) first for answers and guidance.
Do not use G-space (G-chat) to report problems, submit tickets, or ask troubleshooting questions. G-space is strictly reserved for emergency scheduling needs and networking with other RDs.
All support-related inquiries and issues should be directed through FNN only to ensure they are properly tracked and addressed.
Examples of Support Ticket Types
This is a comprehensive listing of the most commonly encountered issues and their corresponding support ticket type. This list is subject to change.
Problem/Issue | Ticket Type |
Unsure of member insurance | Eligibility |
Need to change visit type (audio vs. video or reverse) | Visit Management |
Member no longer interested in Foodsmart | Do Not Call List |
Member does not have access to Foodsmart.com | Profile and |
Member is missing verification code | Profile Ticket |
Member needs an updated login method | Profile |
Member has multiple profiles | Profile |
Multiple adults on a single profile | Profile |
Missing Foodsmart Bucks | Foodsmart Bucks |
Member received code error, invalid code or | Foodsmart Bucks |
RD redeemed code in wrong account | Foodsmart Bucks |
Member has insurance with CountyCare and | Physical Gift Card |
Member is tech challenged to receive | Foodsmart Bucks |
Food referral status | Food Support |
Report food quality issues | Food Support |
Issue with billing the wrong units or CPT code | Billing |
Scheduling errors in FFD | Bug |
Dynamic zoom link issues in FFD | Bug |
Unable to start or end a visit in FFD | Bug |
RD received a new state license | New License |
RD request for license reimbursement | License Reimbursement |
Contract RD requesting a billing summary | 1099 Billing Details Request |
OKTA issue/can't log in | email IT@foodsmart.com |
RD got a new mobile phone (for verification) | email IT@foodsmart.com |