Support Admins can comment and troubleshoot cases, as well as assign ownership.

To assign for a new case:

1. Open a support case by selecting either Contact Support or Open a support case
2. The case will be pre-populated with your contact name
3. Click X to remove the contact name. This removes that user from the case.
4. A search will appear to choose an end user’s name

To change case owners for existing cases:

1. Navigate to the Case Detail page and select an open case
2. Click Change Case Owner
3. A list of current End Users & Support Admins will populate in the “Case – Change Owner” pop-up. Select the appropriate name.

4. Click Next

5. Click Save. After saving, the new case owner will receive an email informing them that they have been assigned a case.

“Support Administrators” are designated employees who can create cases in CentralReach Community to receive help from the CentralReach Support Team. Each organizational account can have 2 Support Administrators.

To set up a new Support Administrator:

1. Ensure the employee has a valid, personal email address located in My Profile > Basics > E-mail section of their profile. This enables the employee to receive CentralReach support email updates.
2. Navigate to the Tasks module and select Task and Support Settings
3. Click the employee name to expand their settings
4. Select Yes under the “Is a support administrator?” setting
5. Navigate to community.centralreach.com. Either request access (if you cannot login), or log in and Open a Case > Reason > Request Community Access.

To remove/replace a support administrator:

1. Navigate to the Tasks module and select Support Admin Settings
2. Click the employee name to expand their settings
3. Select No under the “Is a support administrator?” setting, or click the trash can icon to remove the individual from Support entirely.
   • If adding another staff as a support administrator, first be sure they have a valid, personal email address in their employee profile.
   • Click the Add support contact search bar and search for the employee that needs to be added as a support administrator.
   • Click the employee name to expand their settings
   • Select Yes under the “Is a support administrator?:” setting
4. Navigate to community.centralreach.com.
   • If you have a valid login, Open a Case > Reason > Add/Update User information. Include the new (and old) Support Administrator’s full name and individual email.
   • If you do not have a valid login, click Request Community Access and fill out the form.

To update a support administrator’s email address or name:

1. Update the name or address located in My Profile > Basics > E-mail. This enables the employee to receive support email updates from CentralReach Community.
2. Navigate to community.centralreach.com.
   •  If you have a valid login, Open a Case > Reason > Add/Update User information. Include the administrator’s full name and individual email address.
   • If you do not have a valid login, click Request Community Access and fill out the form.

Only designated Support Administrators can submit cases to CR Community, to receive help from CentralReach Support. To learn how to create and maintain support administrators in your account, click here.

1. Navigate to community.centralreach.com
   • Users can navigate to CentralReach Community by clicking on their account name in the top right corner and selecting Open CentralReach Support Case.
     • Or, by clicking on Open a CentralReach Support Case when viewing an internal support ticket.
2. Log in
   • If you do not have a login, (a) ensure you are designated as a “Support Administrator” in your account, and (b) complete the Request Community Access form. A welcome email should be received within 24 hours during the business week.
3. Click Open a Case
4. Fill out all required fields. If requesting a new payor to be added, additional fields need to be completed in order to process the request.

CentralReach Support will provide a first-touch response to your case within 24 hours during the business week.

To check the status of your case:

1. Navigate to community.centralreach.com and login.
   • Users can either navigate to CR Community by going to community.centralreach.com directly in their browser, or by clicking on their account name in the top right corner and selecting Open CentralReach Support Case.
2. Click My Cases
3. To view an individual case, click on it. From here, you can:
   • Close Case. If you want to close your support case, choose a reason from the drop-down menu. Click the slider to indicate “close case,” and click Next to close the case.
   • Upload a file. CentralReach Community is HIPAA compliant, screenshots and files pertinent to your case should be uploaded in this location.
   • Comment. By “Case Comments,” click New to leave a new case comment. To protect client PHI, support questions must be responded to here. 
4. To view closed cases and re-open a case:
   • Go to My Cases
   • Click the down arrow next to “Community – Open Cases” and select a view that includes your closed cases.
   • Click on a case to re-open.
   • Under “Re-Open Case,” click the slide to indicate “re-open case,” and select Next to re-open the case. Please note, cases can only be re-opened one time, and only if they have closed within the last 5 days.

Click here for a video explaining how to use CentralReach Community.

When selecting the Manage Subscriptions section on the Support Admin page, users are prompted to select an option from a drop-down list, related to Engagement preferences. These options outline the communication subscription between CentralReach & Support Admin Notifications. Please note, this applies to All Cases, not just on a case by case basis.

To manage subscriptions:

1. After logging in to CR Community, select Manage Subscriptions on the Support Admin page
2. In the “Case – Manage Subscriptions” pop-up, select from the following options:
   • Unsubscribe: No alerts or communications on cases the Admin user does not own.
   • Comments Only: The Admin user will only be notified about new case comments on cases they do not own.
   • Statuses Only: The Admin user will only be notified about status changes related to cases they do not own.
   • Comments and Statuses: Notifications for both comments and changes in status on cases they do not own.

In CR Community, when selecting the Account Management section on the Support Admin page, there is a pre-populated list of contacts under the organization. Users can authenticate and assign licenses to end-users.

Please note, 1 user can be authenticated at a time.

To authenticate and assign licenses to end-users:

1. Select Account Management in the Support Admin page
2. Select the Name column to access the search bar and enter the user’s name instead of searching through the entire list of contacts.
   • To clear the list and search again, select the x in the search bar and refresh the page.
3. Click Enter 
4. Select the contact’s name that is missing the “End User” populated in the License column
   • The Administrator must provide the user with their unique username, nickname and alias.