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 I submit a ticket?
After clicking Submit, a ticket is automatically generated and is viewable by clicking the username in the top right of the Knowledge Base and selecting "Requests".

How does Valant reply to customer requests through the support portal?
Any responses are viewable by clicking the username in the top right of the Knowledge Base and selecting "Requests". An email will be sent with notification of any updates.

Is the support portal HIPAA compliant?
The support portal is HIPAA compliant, which means PHI in any format can be sent without any risk. An email notification is sent when the Submit button is clicked. Any screenshots or information containing PHI can be uploaded in the support portal.

Can I include PHI in my reply to an email received from Valant Support?
Do not reply to email notifications from [e-mail]. All PHI for an initial ticket or updates to existing tickets should be uploaded in the support portal.

Can I reply to the email that I received from the Support Team?
Do not reply to email notifications. All PHI for an initial ticket or updates to existing tickets should be uploaded in the support portal.

Do I need to complete the form if I want to call the Support Team?
No. However, it is recommended to log into the Knowledge Base and click "Contact Support" from the top menu to open and track ticket information.

Why is the support portal the best way we can contact Support?
Apart from being HIPAA compliant, the support portal provides more data on the volume and nature of customer requests. The support portal also allows customers to monitor and update their own requests.