The problem
The previous platform gave doctors too much freedom to choose which tickets to take. Because each attention had a different payout, many doctors prioritized better-paid cases while other patients waited longer than they should have.
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Healthcare · Telemedicine4 min readReal case study with an anonymized client
Ticket management system for telemedicine care
A telemedicine company needed to stop doctors from choosing only the highest-paid attentions while other patients waited too long for care or prescriptions. We built a governed ticketing system with assignment rules, real-time notifications, internal integrations, and an admin-only bridge to the legacy platform.
Live
High priority
Prescription
Follow-up
Fair assignment rules
Real-time notifications
Legacy platform deprecated
The solution
We designed a ticket workflow where the company could define attention rules, lock ownership once a doctor took a case, and notify the right users the moment a status changed.
The outcome
The operation moved from a market-like queue to a controlled care system. The company could protect equal attention standards, reduce unattended tickets, integrate with its internal tools, and keep the old platform only for administrative needs.
Case study
What we built
01
Rules before preferences
Cases were routed through company-defined criteria instead of individual doctor preference, giving operations control over how care was distributed.
02
Ticket ownership
Once a doctor took a case, the system blocked other users from taking it away, reducing internal friction and duplicate work.
03
Real-time operations
Notifications and status changes helped doctors, administrators, and connected internal systems react without waiting for manual follow-up.
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