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Case Study

Streamlining telehealth operations: Avenue's smart ticketing platform boosts SLA’s by 30%

Streamlining telehealth operations: Avenue's smart ticketing platform boosts SLA’s by 30%

Feb 2, 2024

Feb 2, 2024

The head of operations at a virtual care platform spent her days hopping between Mode dashboards, Slack, Google Form output, and Zendesk to get an idea of what issues her team was dealing with. She needed visibility. 


Then she heard about a smart ticketing tool built for operations teams that lets you customize any alert and the tasks that follow. Regardless of the trigger – be it a new entry in their Snowflake table or a simple reaction on Slack – she seamlessly configured the system to automatically generate tickets


With Avenue, she now has one queue for all operations workflows and has improved team SLA's by 30%. Let's check out the four distinct types of triggers she uses to create tickets and streamline her operations team's workflows.


The 4 ways to create a ticket in Avenue:

#1: Data

How to create a ticket: A new row of data or change in a row

Example: When a provider license expires


#2: Webhook

How to create a ticket: Sending a POST request to a Webhook URL

Example: When a prescription delivery is delayed by more than 24 hours by our 3P logistics partner


#3: Slack

How to create a ticket: A comment or emoji reaction in Slack

Example: When a partner reports an issue in our shared Slack channel


#4: Form

How to create a ticket: Filling out a form

Example: When customer support fills out a form when they detect a medical coding issue



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Backed by

Y Combinator

Accel

Lachy Groom

Slack Fund

Flexport

Elad Gil

© 2023 Avenue. All rights reserved

Sign up for a free trial

Operations observability in under 10 minutes

Subscribe to our newsletter

Receive updates on new posts and features

Backed by

Y Combinator

Accel

Lachy Groom

Slack Fund

Flexport

Elad Gil

© 2023 Avenue. All rights reserved