How-To Request Help through the On-line Help Desk

Introduction

Did you know that your current Support/Update agreement allows you to get support for SOS products by sending an email or by filling in a request on the SOS Help Desk website? Both of these techniques will create a new service ticket at the Help Desk, and a notification that a ticket is waiting automatically goes out to all support staff.

Emailing a request

Simply address your request to “support@sosoft.com”. Please include a brief description of your issue. (Note that emailing a specific person at SOS is not a good idea. That person could be out of the office or busy with another project and not see your email for a while. Using the Help Desk is the best way to get a prompt response.)

Creating a ticket on the HelpDesk website

    1. Open your web browser and go to http://help.sosoft.com. (You will automatically be redirected to the Help Desk address, which is actually https://sosoft.us/hesk.) Here is what it looks like:

      2016-09-13-help-desk
    2. Click the indicated “Submit a ticket” link to open a ticket form, which looks like this:

2016-09-13_submit-ticketBe sure to fill in all the required fields (indicated by an asterisk). It is helpful to us if you also fill in your phone number and/or the licensee name that appears at the top of your SOS product’s main screen. If you want to send a screenshot or any other file, you can do so in the Attachments section of the form, but be sure to check anything you are sending to assure it does not include any patient information like names, phone numbers, diagnoses, services rendered or other protected health information (PHI).

. . . be sure to check anything you are sending to assure it does not include any patient information like names, phone numbers, diagnoses, services rendered or other protected health information (PHI).

3. When you have completed the form, click the “Submit Ticket” button at the bottom of the screen to send it. When an SOS staffer has responded, you will receive an email notification at the address you left in your ticket.

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