Submitting Support Tickets

If you access the Help Center and see the Sign in Help link, you are not logged in and cannot create Support Ticket.

How to Submit a New Ticket

Use the following steps to log into the EMR and submit a new ticket to EMR Custom Support.

Important:
In this view, you can access Support tickets submitted to the following departments:
    - EMR
    - Accounting
    - Integrated Billing (CMD)
    - Lab
This allows you to easily track and manage the status of your requests across these teams in one place.

1. To submit a support ticket start by logging into your facility's EMR account with your email address and password.
   
   • Can't remember your password? Click the Forgot Password link.
2. Click the Help icon.
3. This will redirect you to the Help Center and automatically log you in. 
4. Click the Submit a Ticket link to create a new support ticket.
5. Select the EMR option.
   
6. This will redirect you to the Submit a Ticket page. Fill out the required fills providing as much information as possible. This helps the agent to provide you with a quicker resolution.
   
   1. In the Subject field enter what section/area of Kipu the issue is occurring.
   2. In the Description field enter what the issue is and how the issue is occurring.
7. The more information the better with tickets.
   1. The Impact will allow them to know the urgency of the issue for your facility.
      
   2. If you're able to add any Attachments with PHI removed this will help if the issue needs to be escalated.
8. Select the Submit button at the bottom of the page.
9. This will redirect you to the submitted ticket. A pop-up in the top right will tell you if it was sent successfully.
   1. Points of interest would be:
      1. The Status next to the subject you gave the ticket.
      2. The ID which is the Ticket Number.
         

How to View Your Tickets

Use the following steps to view open and past tickets.

1. Click on your name and choose Requests.
2. If any tickets have been sent in you will see them under My requests. This can be filtered by the Status of the ticket: Open, Awaiting your reply, Solved, and Any.
   
3. Tickets that your email is CC'd on are also viewable
   
4. If you are a Super Admin and work for more than one Facility that uses Kipu EMR, the option Organization requests allows you to toggle between those facilities. This view shows all tickets for the organization even if they are not your own tickets.
   

   Please Note:
   If you do not see anything under the Organization requests tab you can reach out to Client support and request that your profile access be changed to Can view tickets from user's org. either by sending in a new ticket with the URL for the facilities that you work with or by emailing [e-mail]