Introduction to Help Center features

1. Sign in and select the Submit a request button on the top or bottom of the web page. (Note: If you sign in to the Help Center you'll see more options.)

Note: If you're viewing from a mobile phone, click into the main menu (three horizontal lines on the top right corner to see the sign in option. 

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2. Select the topic area with which you need assistance.

• Click on Get Help? if you are unsure if the first set of options apply to you, as this section has the most commonly used options for Support ticket topics. 

3. Complete the online form. Fields may include: 

• • Who was impacted (e.g., providers, clinical staff, specific users vs. specific roles)
  • Users' usernames and NPI numbers, if applicable 
  • Full error message and workflow in which it appeared 
  • Full prescription serial number, e.g., AA-1234567890, if applicable 
  • Approximate date and time issue occurred (so DrFirst can access user logs) 
  • For EMR/EHR Partners having data issues, what does your review of the xml data request and response show?
  • Summary of what you've already tried to troubleshoot issue and recent changes to your system.

Note: Providing more detail may help Support staff troubleshoot your issue faster. 

You can reach Support through chat. 

1. Go to the bottom right-hand corner of the web page.
2. Click on the chat icon.
3. You may be prompted to select the type of question you have and provide details before connecting to an agent. Select Chat with Agent to communicate directly with an agent.
4. If there is not an agent immediately available, you will receive an email confirming that a request (ticket) has been created, and an agent will reply as soon as possible.
5. Follow up via the request (ticket) form by signing in to the Help Center and clicking on My Activities. 

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1. Sign in and select the Submit a request button on the top or bottom of the web page.

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Note: If you're viewing from a mobile phone, click into the main menu (three horizontal lines on the top right corner to see the sign in option. 

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2. Select Get Help? (Note: If you did not sign in you may not see all options).

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3. Scroll to the online form that appears. For token requests, populate fields as follows: 

• How is this impacting your business? Select a severity level (e.g., Moderate) 
• Which product do you need assistance with? Select Electronic Prescribing for Controlled Substances {EPCS Gold}
• What do you need help with today? Select Token Assistance 
• Type of Token Assistance needed 
  • Select New Token if you are requesting a new hard token (also called a key fob) 
  • Select Existing Token if you are experiencing issues with a current token that you use 

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4. Click Submit.

1. Sign in and select the Submit a request button on the top or bottom of the web page.

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Note: If you're viewing from a mobile phone, click into the main menu (three horizontal lines on the top right corner to see the sign in option. 

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2. Select Get Help? (Note: If you did not sign in you may not see all options).

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3. Scroll to the online form that appears. For token requests, populate fields as follows: 

• How is this impacting your business? Select appropriate severity level (e.g., Moderate)
• Which product do you need assistance with? Select appropriate product
• What do you need help with today? Select Account Management
• Account Management Help Type Select Registration - Add new user or practice 
• Type of Registration help needed (appears)
  • To add a user to an existing practice, select Add New User
  • To set up new practice/location, select Add new practice-facility-location

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1. Sign in and select the Submit a request button on the top or bottom of the web page.

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Note: If you're viewing from a mobile phone, click into the main menu (three horizontal lines on the top right corner to see the sign in option. 

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2. Select Enhancement Request (Note: If you did not sign in you may not see all options).

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3. Scroll to the online form that appears. Complete the fields for the Enhancement Request as follows: 

Note: Do not include any Protected Health Information (PHI) or Personally Identifiable Information (PII) in your submission text or attachments.

• Affected Product(s) Select the appropriate product.
• Enhancement/Change I'm requesting. Describe the enhancement or new functionality. Explain the problem you are trying solve and the workflow or type of users this would help. 
• How much of an impact would this be to your business? Select the appropriate level of impact. 
• Contact me checkbox. Select this if you would like someone to contact you for additional clarification or if you have questions. 
• Attachments (optional): Screenshots, diagrams, etc. may be attached to help describe your request.

3. Click Submit.

For the best Help Center experience, sign up for an account if you have not created one already. 

To Sign up: 

1. Go to Sign in at the top right corner of this website. 

2. On the pop-up window, select Sign up at the bottom. 

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3. Enter an email address and password of your choice.

• Use the same email address that you used to sign up for electronic prescribing of controlled substances (EPCS) so that Support agents may verify your identity. 
• Use the same email address that you provided your DrFirst Account Manager, if applicable. 

4. You'll receive an email asking you to verify your email and select a password. Once you've selected a password, your account is activated and you may log in. 

5. Use your selected email address and password to Sign in for the first time. 

This account will allow you to view your Support requests as well as the Support requests submitted by colleagues at your organization. 

View all your Support requests any time by signing into your Help Center account. 

1. Sign in at the top right corner of this website. 

2. Underneath your name, select My Activities.

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3. Under Requests you'll see a list of all requests you've submitted; click on any request to review or follow up on it. 

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Note: You can filter your requests by:

• Keywords you believe appear in your Search Requests (on the left)
• Status (Open, Awaiting your reply, Solved) using the drop-down menu on the right.

To comment on a solved request: 

1. Sign in at the top right corner of this website. 

2. Underneath your name, select My Activities.

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3. Under Requests, select the ticket you want to add a comment to, even if it is marked as Solved. 

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4. Add a comment and click Submit (you may need to scroll to the bottom of the page if you have many comments).

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This changes the status to Open and prompts Support to follow up with you about your request.

Once an agent replies to you, you will see the status change from Open to:

• Awaiting your reply, if a response from you is necessary. While the request is in Awaiting your reply status, the agent will attempt to contact you 3 times before marking the ticket as Solved.
• Solved, if the agent has completed your request. Requests marked Solved will automatically move to closed after about 5 business days. Once closed, you may still revisit the content of the closed request by following the instructions below. 

Even though a request has been Closed, you may still create a linked follow-up request for Support. 

1. Sign in at the top right corner of this website.

2. Underneath your name, select My Activities. 

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3. Under Requests, click on the ticket you want to add a comment to, even if it is marked Solved. 

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4. Select the create a follow-up button on the bottom-right bottom of the closed request. 

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5. Summarize your request. This prompts Support to follow up with you about your request. 

6. Once an agent replies to you, you'll see the status change from Open to:

• Awaiting your reply, if a response from you is necessary. While the request is in Awaiting your reply status, the agent will attempt to contact you 3 times before marking the ticket as Solved. 
• Solved, if the agent has completed your request. Requests marked Solved will automatically move to closed after about 5 business days. Once closed, you may still revisit the content of the closed request by following the instructions below.

View all your organization's Support requests any time by signing into your Help Center account. 

1. Sign in at the top right corner of this website. 

2. Underneath your name, select My Activities. 

3. Under Requests, click on Organization requests. 

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View all your organization's Support requests any time by signing into your Help Center account. 

1. Sign in at the top right corner of this website. 

2. Underneath your name, select My Activities. 

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3. Under Requests, click on Organization requests. 

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At the top of each article in the Help Center, select the Follow button to receive emailed notifications about new comments or updates to an article. (To stop following, click Unfollow). 

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You may also select the Follow button at the top of a section of articles to receive emailed notifications about updates to all articles within a section. (To stop following, click Unfollow). 

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To see all articles and sections you follow: 

1. Sign in at the top right corner of this website. 

2. Underneath your name, select My Activities. 

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3. Click Following.

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4. From here:

• Click Following to unfollow sections
• Click Unfollow to unfollow articles