Client Support Portal

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

1. There are two options to initiate registration:

   • Go to the Contact Support option from the Support Center menu, accessed on the top-right of the application screen.

     

   • Enter the URL hhaexchange.com/supportrequest to access the Sign Up page.

2. Enter the email address to associate the account and then click Next.

   

3. On the next window, the email address field is populated with the entered address. Click the Sign up with password button to continue.

   

4. The system issues a message to check your email to complete registration.

   

5. On the email, click the Sign up button to continue.

   

6. On the Sign up window, enter your Full Name, a Password, and then click the Sign up button.

   

7. The Client Support Portal page opens and registration is complete.

The Client Support Portal has various topics to select from depending on a specific area, such as Integration, Accounts Receivable, and Revenue Cycle Operations (RCO). For general support requests, select the Technical Customer Care option.

The Customer Service Desk window opens. Create and submit support requests by selecting the applicable category.

Categories include :

• Billing

• Data Update Requests

• EVV Configurations

• Finance Inquiries

• Incident – Report an Outage

• Linked Contract Inquiries

• Mobile App

• Office Transfer

• Portal Status Inquiries

• Reports

• Scheduling Issues

• Support Requests – General Request

• Unlock/Reset Password

On the next screen the category appears in the Contact us about field as the selected value. Click the applicable sub-category; in this case, General Request – Portal link, in the What can we help you with? section to continue.

On the following screen, the selected category and sub-category appear (1 and 2). Enter a Summary (3) and Description (4) of the issue ; required fields are denoted with a red asterisk.

Use the Attachment field (5) to attach supporting images and/or documentation. Follow the prompts to either drag and drop or browse for the file to attach.

Click Send (6) to submit the request.

Once a request is submitted to Client Support, the Requests button displays the number of requests submitted; the count also appears in the dropdown menu according to the reporter. The example below illustrates requests submitted by the user (Created by me). Click the option to see a list of requests. Each line item offers a high-level view of the request such as the request Type, Reference (request number), Summary, Status, Service Project, Requester and Created Date.

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

There are several components in every request as seen in the image below and described in the table underneath.

	Section	Description
1	Description	View the description of the request to include the original title and the initiation time.
2	Activity Log	View the log of exchanged notes with all involved parties to include the Requester, support representative and any other individual the Requester has shared the request with.
3	Notes	Enter notes to support and track the request.
4	Status	View the Status of the request, for example, Waiting for Support, Waiting for Customer, Resolved.
5	Actions	This section contains a list of options or actions to take with the request to include: Notifications on (or off) Notifications are via email indicating the progress of the request and/or action needed from the requester. It is recommended to leave this setting on. Resolve this issue Link used to resolve the issue/request. Cancel request Link used to cancel a submitted request.
6	Request Type	Static label indicating the type of request submitted.
7	Shared with	Indicates the request originator and any other user in the organization, also known as the Creator.