Client Support Portal

The Client Support Portal is designed for clients to submit requests to the Client Support Team. This topic provides instructions on how to register for the portal, how to submit a support request, and how to manage existing requests.

Short supplemental videos are available. Click link to watch:

Registration Closed

Registration is a one-time process initiated to establish a Client Support request account. Registered users are routed directly to the Client Support Portal when creating requests.

Access Registration by clicking the Contact Support link at the bottom center of the Payer Portal home page.

You can access Registration from outside the Payer Portal at this website: hhaexchange.com/supportrequest.
Enter the Email address you want associated with the account and click Next.
On the next page, verify the email address and click Sign up with password to continue.
When prompted to Check your email to finish signup, access your email box and open the email you've received from the Client Support Portal.
In the email you receive, click Sign up to continue.
On the Sign up page that is displayed, type your Full Name and a Password, and click Sign up.
When the Client Support Portal page is displayed, registration is complete.

Customer Service Desk – Submit a Request

From the HHAeXchange Client Support Portal, choose from the listed Portals (such as Integration, AR, and RCO) to better direct your request. For general support requests, select the Customer Service Desk portal.

Client Support Portal – Customer Service Desk

When the Customer Service Desk page is displayed, select an option from the Contact Us About list.

Support Requests – General Request

Incident – Report an Outage

Mobile App

Office Transfer

Billing

Linked Contract Inquiries

Scheduling Issues

Reports

Unlock/Reset Password

EVV Configurations

Finance Inquiries

Portal Status Inquiries

Data Update Requests

Next, select a sub-category in What Can We Help You With? For example, you can select the sub-category General Request – Portal.

Image of the Customer Service Desk portal displaying the What Can We Help You With category selector highlighted

Select Sub-Category

Next, type a Summary and Description of the issue.
Drag and drop, paste, or browse to and select any Attachment you want to add to explain the issue.
Finally, click Send to submit the request.
Complete and Submit the Request

Review Outstanding Requests

To review requests you have submitted, when you access the Client Support Portal, click the Requests icon at upper right and select Created by me. Your outstanding requests are listed for your review.

Image of the Requests page with the Requests icon and Created By Me highlighted. Also highlights the Reference and Summary fields.

Client Support Requests

To view full details, click the Reference number or Summary to open the outstanding support request.

Request components are shown in the following image and described in the table below.

Sample image illustrates the Support Request, highlighting request sections by number.

Support Request

Section	Description
1 - Description	Request description, including the original title and the initiation time.
2 - Activity Log	Log of notes exchanged with all involved parties.
3 - Notes	Add notes to support the request.
4 - Status	Request Status (For example, Waiting for Support, Waiting for Customer, Resolved)
5 - Actions	Actions that can be taken with the request, including: Turn Notifications on (or off), Escalate, Resolve this issue, and Cancel the request
6 - Request Type	Type of request submitted.
7 - Shared with	Request originator (Creator) and any other user in the organization that can view the request.