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Support Ticketing Center

Our Support Ticketing Center allows designated super-users from each agency to directly engage with the Axxess support team to request help or to recommend feature enhancements. This feature is available under the Help tab on the top right of Axxess AgencyCore.



Why Is Axxess creating a new support process?

Axxess is implementing a process to provide even faster communication and support for all users to better serve our clients. With more than 2,000 Axxess clients, we are confident this new support process will be more satisfying for everyone. By limiting requests to super-users at each agency, our support experts will be able to spend less time handling requests such as how to change a password, and more time addressing the requests that are critical to helping manage and grow business.

 

Will Axxess still provide phone and email support?

Yes, phone and email communication will still be available, but the fastest support will come by submitting requests through the Support Ticketing Center. Of course, users should first go to the online Help Center that provides round-the-clock answers and video tutorials on-demand.

 

This is a significant change in the support process. Will we do training?

To ensure a smooth transition, Axxess will provide extensive training related to clinical, workflow and billing/financial areas. Webinars will address each of these functionality areas twice each week over an entire month, with more possible, if needed. Of course, there will also be specific webinars for super-users on how to most effectively use the Ticketing Center.

 

How does the new process work?

Axxess will initially designate the Administrator, Director of Nursing, Alternate Administrator and Alternate DON as an agency's super-users, but up to four super-users will ultimately be determined by the agency to directly engage with the Axxess support team to request help. This process is successfully used by numerous technology companies to funnel questions from clients through specially designated representatives to enable support teams to focus on and be responsive to the most critical requests.

 

The designated super-users for each agency will - in addition to having access to the industry-leading Axxess online help center - be able to have the most challenging needs addressed through a new online Axxess Support Ticketing Center, a special platform accessible only by super-users.

 

When a super-user submits a request for immediate support or an enhancement, the automated Ticketing Center will notify Axxess support experts regarding the nature of the request. Appropriate personnel will immediately begin working to address the issue, and the super-user will be notified that their request has been received.

 

After submitting ticket requests, the super-users will be able to track progress being made on their requests, and will be notified as critical developments occur to meet their needs. In this way, agencies will have greater visibility into the support they are receiving to meet their needs. Through this process, the super-users will be to answer questions their colleagues may have and assist with keeping normal operations running as smoothly as possible in the most timely manner.

 

Users are used to calling in. This seems like a big change in the way we engage with clients.

Again, we are confident this new support process will be more satisfying for everyone. By limiting requests to super-users at each agency, our support experts will be able to spend less time handling requests such as how to change a password, and more time addressing the requests that are critical to helping manage and grow business. Working together with clients through this new support process, we can ensure agencies get faster and more efficient support to get the most out of our products as quickly as possible.

 

What if users just call in and they are not super-users?

We need to encourage everyone to first seek answers through the online Help Center and then discuss their needs with the super-users at their agency. We are realistic that many users will still call, but our main focus will be on addressing the requests submitted by super-users.