Claims Ticketing using Case Management Overview

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This content applies solely to Connected Claims, which must be purchased separately from the Appian base platform. This content was written for Appian 26.6 and may not reflect the interfaces or functionality of other Appian versions.

What the Claims Ticketing module does

Claims Ticketing using Case Management Studio 2.0 allows users to create and manage tickets or cases that may or may not be related to claims. This feature provides a comprehensive ticketing system integrated with Connected Claims through a relationship table that interconnects case management with claims.

Key capabilities

This feature enhances operational efficiency by providing:

Flexible case creation: Create cases from within claim summary pages, the Cases workspace, or directly from Case Management Studio.
Many-to-many relationships: Establish relationships between cases and claims with full bidirectional linking.
Integrated workspace: Access a dedicated Cases workspace with an My Cases Due Soon and All Cases sections.
Comprehensive case management: Manage case workflows, documents, and audit history.
Related content visibility: View related cases in claim summaries and related claims in case summaries.
Dynamic associations: Update related cases and claims through dedicated actions.

Benefits

Unified customer interaction management for both claims and non-claim related work.
Complete visibility into all customer touch points and service requests.
Operational efficiency through integrated case and claim management.
Flexible relationship management with many-to-many associations.
Streamlined workflows for complaint management and customer assistance.

How it works

Case creation: Users can create cases from multiple entry points within the system.
Relationship establishment: Cases can be linked to one or more claims and vice versa.
Workspace integration: Cases appear in dedicated workspace sections for easy management.
Workflow management: Cases follow configurable workflows with task assignments.
Audit tracking: All case actions are tracked and auditable.

Use cases

Complaint management: Handle customer complaints that may relate to specific claims.
Customer assistance: Manage general customer service requests and inquiries.
Follow-up tracking: Track post-claim customer interactions and satisfaction.
Regulatory compliance: Manage compliance-related cases and documentation.
Internal process management: Handle internal operational cases and requests.

Get started

To begin using Claims Ticketing, see Installing Claims Ticketing Module.

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