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. A user with access should navigate to community.centralreach.com and submit a request on their behalf or reach out to their CSL.

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.

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.

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 also navigate to CR Community from their CentralReach account by selecting their account name in the top right corner and clicking View/Open CentralReach Support Case.
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 will be sent within 24 hours.
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 send an email confirmation within 24 hours. Users will receive an email within 2 business days for high requests and 3-5 business days for medium/low requests.

Click here to learn how to check the status of your case.

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

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.

To check the status of your case:

1. Navigate to community.centralreach.com and login.
   • Users can also navigate to CR Community from their CentralReach account by selecting their account name in the top right corner and clicking View/Open CentralReach Support Case.
2. Click My Cases
3. To view an individual case, select it. From here, users can:
   • Close Case. To close a 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. CR Community is HIPAA compliant, screenshots and files pertinent to a case should be uploaded in this location.
   • Comment. By “Case Comments,” enter information in the text box and select Add Comment. Organizations can review comments under the “Case Comments History” section. To protect client PHI, support questions must be responded to here.
4. To view closed cases and re-open a case:
   1. Navigate to My Cases
   2. Click the down arrow next to “Community – Open Cases” and select a view that includes your closed cases.
      • Searching for cases in the “Search this list…” search bar only populates cases that have previously been viewed. Searching for cases in the search bar at the top of the screen displays all cases.
   3. Click on a case to re-open.
   4. 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 been closed within the last 5 days.

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.