What to include in a ticket

A complete ticket gets resolved on the first reply. An incomplete one bounces back and forth for days.

For an order issue

• Order number (PO-YYYY-NNNN).
• Lot number if the issue is product-specific.
• What you observed vs. what you expected.
• Photographs if the issue is physical (broken seal, temperature, mislabeling).

For a COA request

• Order number.
• Specific lot number — COAs are keyed to lots, not orders.
• Why you need it (clinic recordkeeping, regulator request, etc.) — helps us prioritize.

For a compliance question

• Specific SKU or product slug.
• Destination state if shipping-related.
• Any practitioner-specific exception that applies (research authorization, etc.).

For an account change

• The specific change requested.
• The email or member affected.
• If a role change, the requesting user's authority to make the change.

PHI should never go into a ticket — see the Privacy Policy §09 for the HIPAA boundary.