How do I get help or open a support ticket?

How do I get help or open a support ticket?

The Help & Support panel gives every signed-in team member three places to look. Auditors do not have it.

Open the panel

Select the help icon (Help & Support) in the footer of the left menu. The panel slides in from the right and does not block the rest of the app. Use Minimize or Close to put it away.

The three tabs

• Knowledge Base: type in Search help articles... to find a guide.
• Scuba Steve: a support assistant for how-to questions, such as how to use a setting. It answers from the help guides and is separate from the clinical AI. Do not use it for patient or clinical questions.
• My Tickets: your support tickets, filtered by Open and Closed. Each shows its Category, Routed to and Priority, and you can reply in a thread with Write a reply...

Open a ticket

1. Ask Scuba Steve your question in Ask about using the app...
2. If it cannot find an answer after three tries, it offers to open a ticket. Select Yes, create a ticket.
3. Scuba Steve packages the question and removes common personal details, such as phone numbers and email addresses, before sending. Leave patient details out of your question anyway.
4. Follow the ticket under My Tickets.

If your question looks health-related, Scuba Steve asks you to message the care team directly instead of opening a ticket.

If something goes wrong

• "Scuba Steve is temporarily unavailable. Please try again in a moment."
• "Ticketing is temporarily unavailable — please try again shortly."

When you report a technical problem, include the error status code. See Reporting an error.