Introduction
The Canvas customer success team utilizes Zendesk for handling our support tickets. Zendesk allows our team to collaborate efficiently with our end users within a secure, HIPAA-compliant environment.
Users can submit a ticket directly through Zendesk, which can safely include any PHI (Protected Health Information), or via email at support@canvas-medical.zendesk.com.
Key Objectives
- You will learn how to create and manage a support ticket
- You will learn how to give feedback on your experience
- You will learn about Zendesk Superuser access
- You will learn contact information for our third party partners
Tips & Tricks
Here are some tips to optimize your experience:
- Submit one ticket per issue and update that ticket with additional examples to maintain a clear conversation with your CS team member. CS team members can also consolidate related tickets into one.
- If you need a configuration change, addition of an IP address to your allow list, or modifications in settings, have a known point of contact submit the ticket.
- Submitting directly to Zendesk allows you to include PHI safely, unlike email.
- If you don't have a Zendesk account, sign up with your work email to associate your ticket with your organization.
FAQ
Q: Who can submit support tickets?
A: Anyone can submit a support ticket. However, it is advisable to follow your organization's internal policies regarding ticket submission.
Q: Can I add a CC to my ticket? If I email a ticket will the CCs be added to the ticket?
A: As tickets may contain PHI, only the requester can view and update tickets. The ticket requester will default to the user who sent the email.
Q: Do I need to be logged into Canvas Zendesk?
A: While it is not mandatory, it is highly recommended. Being logged in while submitting a ticket associates the conversation with your account, providing a better user experience.
Step by Step
Accessing Zendesk:
You can access Zendesk, from your production environment or via Zendesk Login
- Within your instance of Canvas, select the triple line menu in the top left.
- Select "Help Center."
- This will redirect you to our Help Center, where you can review our Knowledge Articles, submit a request, or sign in to your established Zendesk account.
Creating a Ticket
Now that you're signed into your Canvas Zendesk account, you're ready to submit a ticket
- Click on "Submit a request" or a similarly worded button or link.
- Fill in the required fields, such as "Subject" and "Description". Be as specific as you can in describing your issue to speed up resolution times.
- You can also often include attachments, such as screenshots or video recordings, to provide more information about your issue.
- Once you're done filling in the information, submit your ticket. You should receive an email confirmation with a link to your ticket
Reviewing Your Tickets
Once you have submitted a ticket, you will need to be able to review the ticket for collaboration back and forth with the Canvas customer success team.
- From the main page of your Zendesk portal, select "My Activities"
- Here, you can view all your submitted tickets, along with their status (open, pending, solved, etc.), and any updates or comments from the support team.
Updating a Ticket
As the customer success team member is reviewing your ticket for resolution, we often need to have back and forth conversation to ensure we have all details
- Go to your list of tickets.
- Click on the ticket you want to update.
- You'll see an option to add additional comments or attachments to your ticket.
- After adding your update, you can submit it, and it will be added to the ticket for the CS team to see.
Close a Ticket
Once the issue has been resolved, the Canvas CS team will ask if you have any additional questions before closing the ticket. At this time, if you do not have any additional questions, please feel free to close the ticket on your own.
- Once your issue is resolved, you can close the ticket. Go to your ticket list and select the ticket.
- You will see an option to solve the ticket.
- After closing the ticket, you will receive an email confirmation.
Provide Feedback
We welcome and appreciate feedback to continually improve our processes.
- Once a ticket is solved, you may receive an email asking to rate the support you received and provide any feedback.
- Follow the instructions in the email or in the ticket itself to provide this feedback.
Zendesk Superusers
We understand the importance of administrators having visibility into all tickets submitted across their organization. To facilitate this, Canvas provides up to two users at each organization the ability to view all tickets associated with that organization.
Third Party Integrations
Canvas collaborates with various third parties to provide a unified user experience. At times, these third parties may require the end user to reach out directly instead of Canvas. Contact information for these entities is provided below:
- Sfax: 1-877-493-1015 or support@sfax.com.
- ClaimMD: (855) 757-6060 x2 or ClaimMD Portal (https://www.claim.md/login.plx)
- Health Gorilla: 1-844-446-7455 or support@healthgorilla.com
- Dr. First: 1-866-263-6512 or DrFirst Help Center
- Surescripts: 1-866-797-3239
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