Requesting Help from Actionstep Support

In this article:

• Creating a Support Request Ticket
• Reviewing Your Ticket Status
• How-To Video
• Support Request FAQs

You can use Actionstep's Help Center for creating and tracking Actionstep support requests.  

Creating a Support Request Ticket

You can contact Support a few different ways. Once accessed, you can submit a request without being signed in to the Help Center. However, if you would like to track your requests, you must create a sign-in profile.

To submit a support request:

1. From Practice Management, click the Help menu and then choose Support > Contact Support from the Knowledge Hub.
    The Submit a Ticket page appears.
2. Optionally, if you don't have an account and you want the ability to track your tickets, click Sign up. The Sign up for Support Portal page appears where you can complete the registration. Then click Submit a ticket (in the global toolbar) again to return to the Submit a Ticket page.
3. Complete the fields on the form, providing as much detail as possible. Required fields are marked with a red asterisk.
4. Submit your ticket.

Reviewing Your Ticket Status

As you work with Actionstep Support, you can review the status of your request. (This option does require a sign-in profile. See the instructions earlier for instructions on how to create this profile.)

To do this:

1. After a ticket has been submitted, click the Tickets tab at the top of the Help Center page. You can also use this link.
2. Use the drop-down lists on the right side of the page to filter your tickets based their status. You can also sort your tickets. 
   TIP:  Tickets with the status of Open or Pending are currently active, while tickets marked as Resolved or Closed are complete.

How-To Video

Support Request FAQs

Q. Can I still submit support requests via email?

A. No. All users are now required to use the ticket submission form for all support requests, which helps support agents more quickly sort and triage requests. It also helps agents respond to you more quickly with more complete answers, reducing the number of emails needed to get to resolution.

Q. Why do I have to fill out all of these fields? Don't you have this information already?

A. Yes and no. We ask for this information up front to reduce the number of emails that need to go back and forth before we're able to offer a solution, resolution, or answer.