Before you submit a ticket
- Browse or search for an answer to your issue in our Knowledge Base.
- If the issue is related to your program (such as billing or program design) please follow up with your Customer Success Manager directly.
How to submit a ticket
- Click on the “Submit a Request” link in the header.
- Please fill out the following required fields:
- Your email address: Contact email for Welkin.
- Important Note: If you have submitted a request before, please use the same email address you used previously. If you have not submitted a request previously, please use an email address where we can contact you.
- Area of the Platform: The Welkin component that is affected.
- Impact of the issue for your team
- Is there an impact on patient care
- Subject: Brief description of Issue.
- Description: Detailed description of issue, including steps to reproduce issues and error messages.
- Note: Workshop related issues should have name of process in question.
Coach Portal related tickets
If the area of the platform affected is your coach portal, you will have the additional required fields below:
- Email address used to sign into your account
- Patient Example ID/URL: A link to the profile where the issue can be seen. If this is not available, write ‘not applicable’.
- Important Note: Please do not submit any PHI.
- Is there an available workaround: Whether the outcome can be achieved through another workflow
Workshop related tickets
If the area of the platform affected is Workshop, you will have the additional required fields below:
- Email address used to sign into your account
- Workshop Version: Version number listed at the top of any page in Workshop
- Is there an available workaround: Whether the outcome can be achieved through another workflow