Client Support Portal

Use the Client Support Portal to submit requests to the Client Support Team. This topic provides instructions on how to:

  • Register for the application

  • Register additional users

  • Navigate the Support Portal

  • Submit a support request

  • Manage existing requests

The following video reviews how to navigate and use the Customer Support Portal. Written instructions continue below.

As part of your implementation, you will receive an email prompting you to sign in to the HHAeXchange Customer Support Portal.

  1. Click the link in the email to open the login page.Registration Email

  2. On the login page, create a password for your account, and then click Change Password.
    Password change screen

  3. You have now successfully entered the HHAeXchange Customer Support Portal.
    Customer Support Portal Homepage


You may want to give additional users access to the HHAeXchange Customer Support Portal.

To register additional users:

  1. On the login page, click the Request button:
    Request a New User

  2. A form opens below the login screen. Fill out the details of the person you would like to register, and then click Next.

    New User Registration Form

  3. Once your request has gone through, you will see a confirmation screen. The HHAeXchange Support Team will follow up via email.
    Register New User Final Screen
  4. If you would like to add another user, click Finish and repeat steps 2-3.

Navigate the Support Portal using the toolbar at the top:

Support Portal Top Toolbar

  • Announcements contains important system-wide messages.

  • Quick Links allows you to view your support cases.

  • Help Resources contains links to the HHAeXchange Knowledge Base, FAQs, and the ability to open a new support case.

  • The Magnifying Glass icon allows you to search through all elements of the Support Portal.

  • The Bell icon allows you to view notifications specific to your support cases.

  • The Profile icon allows you to view your Profile, adjust your Settings, and Log Out of the Support Portal.

To create a new support request:

  1. In the top navigation menu, click the Help Resources dropdown, and then select Support.
    Help Resources Menu
  2. On the following page, select HHA from the dropdown and click Next.
    HHA dropdown

  3. Select the main category of your request and click Next.
    Main category dropdown

  4. Enter all the details of your request. Fields marked with a red asterisk are mandatory. You can also attach any relevant files by clicking on Upload Files.
    When finished, click Submit Case.
    Case details page

  5. The confirmation screen shows that your case has been submitted and will be reviewed shortly by the HHAeXchange Support Team. You will also receive a confirmation via email.

To view your open support cases:

  1. In the top navigation menu, click the Quick Links dropdown, and then select My Open Cases.
    My Open Cases dropdown

    You can also view all open cases for your Agency by selecting My Company's Open Cases, and closed cases by clicking on Closed Cases.

  2. On the My Open Cases page, click the Case Number of the request you would like to view.

  3. The Case page is where you can see the status of your case, as well as communicate with the HHAeXchange Support Team. To respond within your ticket, click the Share button to open the text box.
    Case View

    Type your message in the text box, and then click Share again.