Welcome to the Pings Support Center!
- How to Browse Support Center Content
- Accessing the Support Center
- Submit a Ticket
- Revisiting Tickets
How to Browse Support Center Content
Please note that to accommodate security and HIPAA compliance within the ticketing system you must be signed in to submit a ticket. You also must be signed in to view all articles, however the vast majority of articles are available without signing in.
You can browse articles from the common header categories, and can also enter a search terms at the top to search for helpful articles.
Scrolling down in the Support Center, you will see any available article categories, which when clicked, offer a collection of articles:
Example:
Clicking Submit a Ticket at the top or bottom of any page within the Support Center directs you to the ticket form. If you are not signed in, you will be asked to sign in or register – this is to accommodate security and HIPAA compliance within the ticketing system. If you need help with signing in or creating a Support Center account, see the next section, Accessing the Support Center. If you signed in successfully and want to submit a ticket, see section: The Ticket Form. If you need information on how to access your existing or previous tickets, see the Revisiting Tickets section.
Accessing the Support Center
Please note:
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If you have contacted us previously, you should already have a Support Center account. You can login by entering the email address and password if you created one. If you don't have a password, You can access your account by resetting your password. Simply click the Forgot Password? link on the login screen.
- These credentials are different from your https://my.patientping.com credentials.
- For detailed instructions on how to sign in, see sub-section: Sign In
- If you aren't able to sign in, you can reset your password, see sub-section: Reset Password
- If you've never contacted us before, click Sign up instead. See sub-section: Create a (Support Center) Account
Sign In
To begin, you'll need to click the Sign In button at the top of the Support Center.
The Sign in screen will display.
Enter the email address you previously reached out to us with, and your password, and click Sign in.
You'll then be successfully authenticated. See the following sections for next steps depending on what you'd like to do:
If you were unable to authenticate, see the next section, Reset Password, below.
Reset Password
To begin, you'll need to click the Sign In button at the top of the Support Center.
The Sign in screen will display.
From here, click the Forgot Password link.
Then, on the screen that displays, enter your email address you reached out to us with previously and click submit.
The above message will display. Check your email. You should receive an email like the following, with a link to reset your password:
Note: If you do not receive the email, or you do not have a Support Center account;
- You can go back to the previous "Check your email for a reset link" page, which has a Sign Up Instead link.
- Otherwise you can go to https://bamboohealth.zendesk.com/hc/en-us and then click Sign up.
- For detailed instructions, see the Create a (Support Center) Account section.
Provided you received the password reset email, the link will take you to the Change password screen. Enter a your desired password and click Change password. The requirements are displayed on screen:
You'll then be successfully authenticated. See the following sections for next steps depending on what you'd like to do:
Create a (Support Center) Account
To create an account, click the Sign In button from the Support Center. If you are not logged in and click Sign In or Submit a Ticket, the Sign in page automatically displays. From here, click Sign Up.
The Check your email message will display on screen.
To your email you'll either receive a Support Center sign-up attempt email, if an account already existed, or a Create a password for Support Center email, if you are a new user.
Either email will contain a link to create a new password. The link will take you to the Change password screen to either reset or create your new password. Enter a your desired password and click Change password. The requirements are displayed on screen:
You'll then be successfully authenticated. See the following sections for next steps depending on what you'd like to do:
Submit a Ticket
Once you are logged into your Support Center account, the ticket form is displayed. Skip to the following section of this document: The Ticket Form
The ticket form may not display if you had to create an account first. If the ticket form is not displayed, please either click the Submit a Ticket button at the top of the Support Center page:
Or you may need to navigate back to your Product's support center:
Scroll down, and select your product:
You'll then see the Submit a Ticket button and clicking it will take you to the ticket form for the product that you need help with.
The Ticket Form
From the ticket form, you can add the email address of anyone you want to copy in the CC field, whether that is someone at Bamboo Health or someone within your own organization. Enter a subject for your request and a detailed description, and click submit.
Revisiting Tickets
Note: You will receive a ticket creation email for any ticket that you submit, and any updates sent to you on your ticket will deliver a standard Zendesk email with a link to view the ticket. This takes you directly to the ticket. For example:
You can also browse your existing tickets using the instructions below.
When you create a ticket, it will show in the Support Center under My Activities. Access your tickets at any time by clicking your name in the top right of the page and clicking "My Activities."
This is also where you will be able to communicate with us on any tickets you have with us; You can also see any requests that you have been CC’d on with us in a separate “Requests I’m CC’d on” tab.
You can filter tickets by status or product using the Product or Status drop-down if needed.
You can see the details of the ticket as well as reply on or add more detail to the ticket by clicking on the ticket subject link.
If our reply did resolve your issue, or you no longer need assistance, you can click the Mark as solved button in the Add to conversation section:
If our reply did not resolve your issue, or you did not reply back to a question or message from us in time - we apologize! You can reply back by clicking into the Add to conversation section at the very bottom of the ticket screen and submitting a new message, and this will indicate you still need attention. This will update your ticket's status and we'll reach out!
Tickets can be closed due to lack of response . If that is the case, don't worry!
If you don't see Add to conversation but see the below instead, you can create a follow up ticket if you still need help for the same issue. Click the create a follow-up link to get started.
From there, you'll need to select the product you need from the drop-down.
Then, enter the details of your request. Your new ticket will be linked with your old ticket.