Support Tickets

Tasks / Support Tickets How to Turn on Support Ticket Notifications

After opening a support ticket, users can receive email notifications every time a comment is left on the ticket.

To turn on email notifications:

  1. Navigate to the Dashboard module and select Home
  2. Click on My Profile and select the Settings tab
  3. Click Notifications 
  4. In the “Enable Notifications” section, select the checkboxes under the Email column of the “Tasks” section
  5. Click Save Settings

Tasks / Support Tickets Open a Support Ticket

To open a CentralReach support ticket:

  1. Click your account name in the top right corner
  2. Select the  Open a Support Ticket option
    • When creating a ticket in the screen that has the error, a screenshot of the page and the direct URL is sent when escalated to CR.
    •  If the support ticket is specific to a browser or device, create the ticket in that browser or using that device. When the support ticket is escalated to CR, the approximate device information (OS, name, type, etc.) and browser name and version are sent.
  3. Choose a Ticket Type
    • User Training: for any account inquiries or questions on how to use a specific component of CentralReach
    • Technical: if you believe you have discovered a bug, please submit a report using this option
    • To submit a Feature Request:
      • Click on your name in the top right corner
      • Click  Submit an idea and you will be directed to the Ideas Portal
      • Submit your idea to the Ideas Portal, where the CentralReach community can vote on, collaborate, and provide feedback for new features
  4. If this is in regard to a specific module, please select it from the Module drop-down menu
  5. In the Description field, add details about your question or issue, including screenshots and step by step instructions to replicate the workflow
    • Explain the issue in detail.
      • For example, “When I try to convert my 12/2 appointment at 8:45am with Jane Doe (users can provide client names – we are HIPAA compliant!), I get an error message that says I’m over by 2 hours, but I don’t think I am over. Can you help me understand why?”
    • For add payor requests, include the following format:
      • Insurance carrier name
      • Insurance plan name
      • Insurance address
      • Payor ID (for sending claims electronically). Indicate whether you submit claims via OfficeAlly or Waystar (ZirMed)
  6. Support tickets are sent to your internal administrator first, prior to being escalated to CR.
  7. Click the checkbox  next to Escalate to CentralReach support if you need help from our support department.

If you are submitting a ticket to CentralReach support, we will provide feedback on the request within 24 hours. To check the status of your ticket:

  1. Click your account name in the top right corner
  2. Select View Support tickets

Click here to learn how to turn on support ticket notifications.

Tasks / Support Tickets Set Up Internal Support Staff

You can designate certain employees in your organization to handle internal support inquiries. This feature is aimed at expediting ticket response times, all while giving administrators better insight and visibility into internal training needs.

To add an employee as your internal support:

  1. Navigate to the  Tasks module and select Task and Support Settings
  2. Click the Add support contact search bar and search for the employee you want to add to your internal support staff
  3. Once you have added an employee, click on their name to expand their settings
  4. Click the checkboxes to select the type of tickets the users will receive, as well as the modules
  5. Click Save
  6. By default, new support staff will not be designated as support administrators. Support administrators are users who can modify support related settings, reassign or close tickets, and escalate tickets to CentralReach Customer Care

To make an employee a support administrator:

  1. Navigate to the  Tasks module and select Task and Support Settings
  2. Click the employee name to expand their settings
  3. Select Yes under the Is a support administrator? setting