Support Portal FAQ

This article provides answers to the most common questions regarding the Support Portal. The Support Portal is the primary communication channel with our Support team. Phone options have not changed, and they are also available through the support portal.

Access the support portal by clicking "Contact Support" from the top menu in the Knowledge Base. 

To assist the support team with troubleshooting, use the information in the How to Contact Support article to provide more information or details on the issue.

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 Support 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 a reply be sent to the update email notifications from the Support team?

No. Do not reply to email notifications from [e-mail]. 

All ticket updates should be made directly in the Support Portal. This ensures that all updates will reach our Support team.

Is the support portal HIPAA compliant?

Yes. The support portal is HIPAA compliant, which means PHI in any format can be sent without any risk.

Can I include PHI in my reply to an email notification received from Valant Support?

No. Do not reply to email notifications from [e-mail]. All PHI should be uploaded via the Support Portal.

What do the different ticket statuses mean?

Throughout a ticket’s lifecycle, it will move through different statuses to provide clear visibility into its progress.

Ticket Status Definitions:

• New: A brand‑new ticket that has not been reviewed, or acted on yet, by our Support team.
• Open: The ticket has been assigned and the most recent update is actively being reviewed by our Support team.
• Awaiting your reply: The Support team is waiting for more information from the requestor. Upon responding, the ticket will be moved into an Open status for the Support team to review.
• Awaiting reply from third party: The Support team is waiting for more information from a third party, such as a vendor or internal team at Valant.
• Solved: A solution has been provided and the Support team considers the ticket resolved. 

Notes: 

• If there are still outstanding questions related to a "Solved" ticket, responses may still be added in the Support Portal. Upon responding, the ticket will be moved into an "Open" status for our Support team to review.
• After a ticket has been in a "Solved" status for 10 consecutive days without further updates, the ticket will be closed for new comments. Should additional assistance be required with this ticket, click the "create a follow-up" link within the ticket. Doing so will create a "New" ticket for the Support team.

Can feedback be provided on the interaction with Valant Support?

Yes. Feedback is an important part of helping improve the quality of support.

After a ticket has been in a "Solved" status for three consecutive days without further updates, an email will be sent requesting completion of a brief satisfaction survey. This survey gives opportunity to rate the experience and share comments about the Support agent who assisted. We truly appreciate you taking the time to share your experience with us.

Why does the error "The page you were looking for doesn't exist" sometimes appear when attempting to access a ticket via the link provided in the update email?

If "The page you were looking for doesn't exist" message appears, this typically indicates that the user is not logged into the Knowledge Base with the Valant account associated with this ticket.

Tickets may only be viewed by the ticket requester. All ticket update email notifications will be sent to the login email address associated with the Valant user account that submitted the ticket. If a user has multiple Valant user accounts, take the following steps to access a ticket:

1. Log out of the Valant account.
2. Log out of the Knowledge Base by clicking the user name on the top right-hand corner and selecting "Sign out" from the drop-down menu.
3. Verify the email address the ticket update notification email was sent to.
4. From the ticket update notification email: Click on the link for your ticket.
5. When prompted to login to Valant, login using the Valant user account credentials associated with the ticket.

Note: When a Valant login email is updated, a new Support Portal account with the updated login email will be provisioned. Previous ticket history can be migrated should this happen. Submit a new ticket or call the Support team, and the Support Portal account will be reviewed to determine if tickets can be migrated. 

If a user has multiple Valant accounts that utilize different login credentials/login emails (such as someone with access to a staff and provider user account in the same practice), tickets cannot be migrated between those Valant accounts.

Does the ticket request form need to be completed if the Support team is called?

No. This form only needs to be filled out when submitting a web ticket. The Support team will handle creating a ticket from a call.

Prior to calling Valant Support for the first time, the requestor should log into the Knowledge Base by clicking "Contact Support" or "Sign in" from the top menu. This will allow the team to quickly find the requestor's Support Portal account so a ticket may be created in the correct portal account.

Why is the Support Portal the best way to contact Support?

Apart from being HIPAA compliant, the Support Portal provides Valant more data on the volume and nature of customer requests. The Support Portal also allows customers to monitor their ticket status and update their own requests.

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.