When you have a question about or experience an issue with the Remedly platform, our goal is to have your needs addressed as quickly and efficiently as possible. To do so, it is helpful if we receive as much information about your needs as possible. This article outlines how you can submit a ticket to our support team while providing us with the information we need to address your question or issue quickly.
In this article you'll learn about:
- Searching for the solution in the Help Center
- How to submit a request
- What information to include in a ticket
>View Video Below<
Searching for the Solution in the Help Center
Before submitting a ticket asking about Remedly functionality, try looking for the answer first in our Help Center. Usually, this is a much quicker way to get your question addressed in just minutes and can be easily done using the Help button within Remedly.
1. Click on the Help button
2. In the search bar, input keywords related to your question and press Enter. You'll be provided a list of articles relevant to your request.
3. Click on an article to read the article using the vertical bar to scroll up and down.
If the article contains a video, you'll be able to watch it within the Help window.
To see the article in full width, click on the icon with an arrow. This will open the article in a new tab, from which you can navigate throughout the Help Center.
How to Submit a Request
If you are not able to find your answer in the Help Center, you can submit a request to our support team. It can be done either by sending an email to support@remedly.com or submitting a request via the Help button in Remedly.
To submit a request via the Help button in Remedly follow the steps below.
1. Go back to the starting page and click Contact us.
2. Type your email address, describe the issue and add attachments, then click Save.
What Information to Include in a Ticket
To be able to address an issue you are experiencing, our team needs to be able to replicate it consistently (ex: steps 1-5 always render x result). This is critical in order for our engineering team to determine the cause of the issue and address it.
In order to reproduce the issue, our team needs to receive as much information as possible about how the issue occurs. It will help us to identify the cause and solve it as quickly as possible.
If this is possible, please provide the following details:
1. Steps taken that result in the issue occurring consistently.
2. A full screenshot of the issue including the URL and the date and time.
3. A short video of the issue.
You can record the video using special tools that are described in our Help Center article below:
Both screenshots and the video should contain the following information:
- Date and time
- Name of the Provider or Staff
- Name of the Practice
- Patient name if appropriate
- Date and time of the Appointment, Payment, etc.
Once the issue is submitted, you'll hear back from our support team as soon as possible, usually within 24 hours.
Video
Content Timelines per Minute:
00:00 - 00:10 - Introduction
00:11 - 2:03 - Looking for the solution in the Help Center
2:04 - 3:01 - Submitting the request to support
3:02 - 3:37 - Taking a picture of the issue
3:38 - 4:22 - Recording a video of the issue
4:23 - 4:30 - Sending the request