Navigating Through the New Customer Support Portal

Navigating Through the New Customer Support Portal

Our Customer Support Portal has been recently upgraded, adding a new look and feel, new features, and better search capabilities. The support portal is your central information source accessing a comprehensive repository of information relating to how to use zHealth and get the most out of it. Knowing how to best utilize the portal increases your time to resolution.

A few of the most common areas our customers regularly utilize and how to navigate to those are highlighted below. In addition to those sections in the portal, customers can access details, such as changing or replacing a password, managing their customer support portal account, and much more.

Sign In
Log in to the Customer Support Portal using your email address and password. For new users, please click here to know how to sign up for our new customer support portal.



Explore Knowledge Base
1. Once you login to the portal, you can see the Knowledge Base dashboard. We have created this knowledge base with various categories so it becomes easier for you to find help articles for your queries. Click a specific category to find all help articles related to that category.
2. Couldn't find what you were looking for? Try searching for it directly, by filling out the top search bar and pressing "enter."




My Area
1. Click on "My Area" at the top of the navigation bar.
2. Here, you can view the ticket statuses, which are open, closed, or on hold. Click the individual ticket and reply or comment to stay up to date with all the issues raised by you or your team. On the right side of the individual ticket window, you can see Ticket Id, Status, Assigned To, Channel, Ticket Information, Priority, and much more.




Add Ticket
If you want to send your issue to our customer support team, the portal provides you with an easy way to do so.
1. On the "My Area" tab, you will find a button "Add Ticket". Click on that and you will be redirected to a new page. 
2. You can submit a ticket to zHealth's Customer Support team or Managed Billing Team. Choose a department and click "Submit Ticket".
3. On the Submit a Ticket window, fill in the following details to submit your ticket:
  1. Ticket Subject
  2. Ticket Description
  3. Priority
  4. Classifications
  5. Office Ally Type (optional)
  6. Office Ally Status (optional)
  7. FR Rubric (optional)
  8. FR Category (optional)
  9. Attachment (if any like screenshot, images, etc.)
Then click "Submit" to submit your ticket to the concerned department.






Community
1. On the top navigation, click on the "Community" tab.
2. You can view all community posts, announcements by you or fellow providers, questions, ideas, and much more.
3. You can even add a topic and post it for registered users to view it and answer your questions and vote for your ideas.




Add a Topic in Community
1. To add a topic such as questions, announcements, or ideas in the Community, click "Add Topic" in the Community tab.
2. On the Add Topic window, fill in the following details:
  1. Topic Type
  2. Title
  3. Description
  4. Category (optional)
  5. Sub-category (optional)
  6. Tags (optional)
  7. Toggle the button if you want to get notified for replies to your post
  8. Attach a file (if any)
  9. Click "Post"




Our new Customer Support Portal is a wealth of information. Knowing your way around the portal and the ability to quickly access the sections at the time you require will be beneficial to your support experience.