Contact support
Ask for help from Help & support, say what to include, and keep patient details out of your request.
Help & support is where you search the help center, ask the support assistant and raise a ticket. Every member of a practice can use it.
Reach support from the workspace
- Go to the page where the problem happens.
- Open the menu with your name at the bottom of the sidebar and choose Help & support. You can also search for it in the command palette.
- Type your question in the search box to see matching help pages. Press Enter to ask the support assistant instead. It answers from the documentation, with sources, and cannot see patient data.
- If the answer does not solve it, choose Create a ticket under the answer. This creates the ticket at once from the conversation and its sources. Or choose New ticket on the Help & support page, enter a Subject and describe What is happening?, then choose Create ticket.
A ticket from an assistant conversation carries the conversation and the page you came from. A ticket from New ticket carries what you write and the page you came from, but no conversation.
What to include
- What you were doing, what you expected and what happened instead.
- The exact error text, copied as it appears.
- The page or screen, and what you clicked last.
- The time it happened, with your time zone.
- Whether it happens every time, and whether a colleague sees it too.
- For recording or sending problems, your browser and device.
Keep patient details out
Do not include patient names, dates of birth, email addresses, private patient links or clinical details. Describe the case as "the patient I opened at 10:15". Never include passwords, verification codes or recovery codes. If support needs patient information, it asks for a secure way to exchange it.
Follow your ticket
Your tickets lists each ticket with a status: With support, Answered, Your reply needed or Closed. Choose Send reply to answer, which sets the ticket back to open. On an Answered ticket you can choose Reopen this ticket until the date shown. After that, create a new ticket.
Owners and admins can switch from Mine to Organization to see the practice's tickets. Replies to your tickets arrive under Notifications, in the Support group.
If you can't sign in
If you cannot open the workspace, use the Contact page on the Salisan website and choose Support. The page asks you to leave out patient names and health details. It also lists support@salisan.com if the form fails. Include the email address you sign in with, but never your password.