One inbox for patients, tickets, and everything in between
Clinics & Support
Patient coordination and customer support both come down to the same problem: keeping every conversation and request visible in one place. NeoCRM's shared inbox and SLA engine apply equally to a support ticket or a patient follow-up.
Built for: Clinics, front-desk teams, and customer support groups
A patient follow-up gets scribbled on a sticky note that goes missing, or a support ticket sits unanswered because it landed in a personal inbox nobody else checks.
Every patient and ticket conversation lands in one shared inbox with SLA tracking, so a follow-up that's about to breach gets escalated before it's missed.
The exact stages, from the code
Pulled directly from the module's own status definitions — not a simplified marketing funnel.
Appointment queue
Support ticket status
Everything inside the Clinics & Support module
Grouped by where it shows up in the day-to-day workflow — this is the most built-out vertical on the platform.
Clinics
- Patient records with department, preferred doctor, referral source, and a separate consent-status field (pending/granted/declined)
- Live appointment queue with a 6-state status machine (scheduled → waiting → in consultation → completed / cancelled / missed) and one-click status changes
- Today's counts for waiting, missed, and upcoming appointments, plus a patient-load breakdown by department
- Configurable pick-lists for department, doctor, visit type, and patient status — no code change to rename a department
Support
- Ticketing with subject, priority (low/medium/high), status, and assignee, plus fields for tickets that originate from another connected tenant system
- File attachments and a full comment timeline on every ticket
- A ticket history strip — created, last updated, resolved, and current owner — visible at a glance
- Dashboard with open/in-progress/resolved counts, a status-mix chart, and scope filters by team, user, or date range
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