[Navigation] Staff Portal > Submit Support Ticket
[Accordion] Overview
The Support Request Form allows you to clearly document your question or issue so ClinicTracker Support can assist you. Click/Tap on the [[img:contact_mail]] icon in the help menu of the sidebar to access this feature.
- Subject of Request/Problem: Enter a short subject line that summarizes your inquiry.
- What form are you working with?: Provide the name of the specific form, page, module, or feature you are accessing.
- Description of your request: Describe the issue as clearly as possible, and include the steps you followed leading up to any unexpected behavior.
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Copy and paste any messages displayed: Enter the full text of any relevant messages that appeared on-screen.
[Tip] Many prompts include a copy button [[img: content_copy]] in the top right corner for convenience.
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Is the problem specific to this record, or does it happen for all records?:
- Specific: if the issue occurs with a specific record
- All Records: if it happens across all records
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Can you reproduce the problem after closing out of Staff Portal and repeating the same actions?
- Yes: The issue occurs again after logging out and back in
- No: The problem only happened once
- Please attach any relevant files: Upload screenshots, logs, or supporting documents to provide additional context.
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Launch Support System: Opens the Support Portal in a new browser tab, where you can log in to your Support Account to access past tickets.
[Tip] If the information in your request includes Protected Health Information (PHI), you can make your ticket secure by logging into the Support Site.
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Launch Video Recording: Record a video demonstrating the steps that result in the issue or behavior you are reporting.
[Tip] You can describe the issue more effectively by using the Recording tool to capture the steps that reproduce the problem.
10. Submit Ticket: Click/Tap to submit the ticket.
[Accordion] Best Practices
- Provide as much detail as possible: explain what you were trying to do, what went wrong, how often it happens, and include any screenshots or video recordings. The more detail you provide, the faster Support can help.
- Add visuals whenever possible, such as screenshots or recordings, that show what happened and how to reproduce the issue.
- If the issue relates to a specific patient, record, or situation, please provide the relevant details.
- Specify whether the issue affects only you or other staff members as well.
Example of a Good Support Request
Here is a sample Support Ticket for the issue: "Unable to Save a Demographics Record".
The screenshot above shows a near-ideal support ticket. It provides the support team with all the necessary information to understand, replicate, and resolve the issue quickly and efficiently.
[Tip] A well-written support ticket helps the support team quickly understand and fix the issue without repeated follow-up questions.
[Accordion] FAQs
[Q] Why do I need to specify whether the issue affects one record or all records?
[A] This helps the support team determine whether the problem is isolated (one record) or systemic (multiple records). It saves troubleshooting time and ensures the issue is prioritized correctly.
[Q] What happens after I submit a support ticket?
[A] Your request is logged in the support system. A representative will review the details, attempt to replicate the issue, and then provide guidance, request clarification, or escalate it for further resolution.
[Q] If I am not having any issues but have a development suggestion, can I still contact support?
[A] Yes, you can still use the Submit Support Ticket form. Another way to create a ticket for the Support team would be email directly to SupportDesk@ClinicTracker.com.
[Tip] If your ticket contains Protected Health Information (PHI), include [SECURE](with brackets) in the comments to ensure the ticket is handled securely.
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