How to Contact Support

To contact technical support from within the EHR, click Help from the bottom of the left side navigation menu.

If the answers are not found in the Knowledge Base, contact Support through one of the following options:

• Submit a ticket
• Call the Support Department at 1-888-282-8085. Support business hours are Monday to Friday from 6 a.m. to 5 p.m. PT. Valant Support is closed on national holidays.

Add as much information as possible. A list of steps on how to reproduce the problem and a screenshot or exact error message can help resolve the issue rapidly.

Tips and Recommendations for Reporting to Support

General Details

• Patient ID (Does it occur for a specific patient or all patients?)
• Date of Service (Billing, Scheduling, or Documentation related problems)
• Any error message being displayed. Whenever possible, include a screen shot showing the error.
• A timestamp of when the error occurred, the more accurate the timing is, the more likely backend error logs cab be searched during the investigation.
• The device being used by the patient (PC, MAC, iPhone, Android) and the browser being used:
  • If a phone, what version is their Operating System (OS)?
  • If a browser, what version is their browser?
  • Which browser(s) is being used? (Supported Browsers are Google Chrome, Mozilla Firefox, and Microsoft Edge.)
  • Does this issue occur when attempting in incognito mode?
• Complete steps taken to get the error. Then the Support/Engineering Team can attempt the same steps in Valant's test environment to confirm if the error is repeatable.

Documentation Details

• Include documentation form - Mobile Notes, Word Template, Web Editor.
• Include name of the template/note.

Custom Forms Details

• Include name of the packet or template.
• Specific packet or all packets.

DrFirst Details

• Prescription Serial # (typically begins with BB).
• Does the problem occur to Controlled, Non-Controlled, or both?
• Does the problem occur to a specific patient or all patients? If only a specific Patient, please provide the Patient ID.
• The error message received (attach a screen shot, if possible).
• Date when the script was sent.
• Does the problem occur to a specific Pharmacy or all Pharmacies? If only a specific Pharmacy, please provide the Name and Address.

Valant User Details from Top Right Drop Down Menu

When logged into the Valant EHR, the user can click the down arrow next to their name in the top right corner of the screen to open a menu with account information and configuration options.

Clicking Session Information opens a window with details about the user, account, and the device in use.

Click Copy to Clipboard and paste in the Support Webform in the "Description" section to help the support team troubleshoot any issues.

FAQ

What happens after a ticket is submitted?

After clicking Submit, a ticket is automatically submitted to the Valant Support team. A confirmation email will also be sent to the login email associated with the requestor's Valant account.

How does Valant reply to customer tickets through the Support Portal?

As new updates become available from the Support team on the ticket, an email notification will be sent to the login email address associated with the requestor's Valant account. This email notification will contain a link that will navigate directly to the ticket within the Support Portal.

All correspondence between the Support team and the requestor will also be available directly in the ticket as found on the user's "Requests" page. 

To access the "Requests" page: 

1. Click the user name on the top right-hand corner of the Knowledge Base. 
2. Select "Requests" from the drop-down menu. Doing so will display all of the user's submitted tickets. 

Clicking on the "Subject" of any submitted ticket will open it, allowing the user to:

• see all messages between the user and the Support team
• compose a new response
• create a follow-up ticket

Can Support be emailed directly without using the portal?

No. Emails to [e-mail] will return an automated message with a link to the portal and will not generate a service ticket.

Can a reply be sent to an email from Support in the past to ask a question?

No. If there is a follow-up question from a support request prior to 10/31/2024, responding via that email will not reach Valant Support. Submit a new ticket. When submitting a new ticket, be sure to provide the original case reference number in the 

For a complete list of frequently asked questions, view the Support Portal FAQ article.