Help Center

Requesting Help from Actionstep Support

You can use the Practice Management Help Center for creating and tracking Practice Management support requests.

 

Creating a Support Request Ticket

You can contact Actionstep 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. In Practice Management, click the Help icon and then choose Support > Contact Support from the Knowledge Hub.
     
    The Submit a Request page appears. 

    Note: You can use this link to create a support ticket.

  2. Optionally, if you don't have an account and you want the ability to track your tickets, click Sign in (located at the top of the page). Then on the page that appears, click the Sign up link and complete the registration. Once your account is created, click Create support ticket (in the global toolbar) again to return to the Submit a Request 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.

TIP:  If reporting an issue with Practice Management or asking a question about product functionality, you can capture of a video showing the issue. To do this, click Record my screen.

 

Reviewing Your Ticket Status

As you work with Practice Management 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 your profile name at the top of the Help Center page and choose Requests. The My Requests page appears.

  2. Use the Search requests and Status options on the page to find or filter your tickets. You can also sort your tickets by clicking the Created or Last activity column headings.

    TIP:  Tickets with the status of Open or Pending are currently active, while tickets marked as Solved are complete. If a ticket is marked as Pending, it usually means Support is waiting for a customer response.

 

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.

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