Client Support Portal - How to sign up

The client portal will be used to submit and track requests in addition to education within out knowledge base and product release notes.

The client portal is different then access into our VieCure platform - therefore end-user can "sign up" from the log in screen by selecting "new to VieCure" to register their email address and create a password into their client specific portal.

Home Screen

Submit a request

CLICK HERE

End-users can be signed into the client portal or not to submit a request. Selecting the submit request will direct an end-user to two options for a support request or an enhancement request. An end-user should be as detailed in their requests to ensure there is no delay in processing their request by department.

Requests should include the following:

• Client Statement
• Expected outcome
• Actual outcome
• Impacted users or user roles | Impacted patients (one, multiple, all). 
• Started (when did it begin)
• Severity (See matrix)
• Steps to reproduce

Enhancements/Product feedback will contain a series of questions including business impact.

1. Business processes cannot move forward without this enhancement. 
2. Business processes are severely impacted by this enhancement but continue to operate in less than efficient manner. 
3. Business processes are moderately impacted by this enhancement; processes move forward at an expected rate but not exceptional rate. 
4. Business processes are slightly impacted by this enhancement; processes move forward at best possible rate but can be improved. 
5. No impact to business processes. this enhancement request represents a possible future direction of existing functionality. 

Our team of experts will evaluate the feedback request and respond with next steps. 

Requests

Selecting the drop-down arrow in next to the end-user name, a sub-menu will present and requests can be selected.

Requests are categorized by an end-user’s requests, Requests and end-user is copied on and organization requests.

End-users will need to have access granted by VieCure to access organization requests.

From the requests and end-user can review the submission or subject, check the status of the ticket and review other details captured. An end-user can comment on their ticket from inside the request by selecting the subject hyper-link.

Knowledge Base

Articles posted to the knowledge base define functionality within the platform based on configuration, VieCure tiles and navigation followed by best practices in the "how do I" section and VieCure Platform training guides and tip sheets.

We do not recommend printing these as they change according to releases and functionality. End-users should search/browse the knowledge base prior to opening a support ticket.