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. To sign into your account, navigate to help.drfirst.com. Click Sign In in the upper right-hand corner of the page. Enter your email and password to login.

Help Center - menu bar

The top of the Help Center contains links to:

• Return Home via the DrFirst Unite the Healthiverse logo.
• Submit a ticket via the Submit a Request link.
• Sign in to your Help Center account to via the Sign in link view your requests and all available articles.

Below is an image of the search bar to locate articles and other informative material.

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Help Center structure - sections

The DrFirst Help Center is organized to match how you work. Understanding this structure helps you navigate faster and find relevant content without getting lost.

Content is grouped by different article formats, then into each DrFirst product family to serve everyone's unique needs:

• Get Started: Step-by-step walkthroughs for new users and features
• User Guides: Task or workflow specific instructions (e.g., "How to Order Hard Tokens")
• Videos: Visual examples of DrFirst services
• Support Hub: Technical requirements, security protocols, and how to effectively navigate the Help Center
• Release Notes: Stay up to date with new releases for DrFirst services

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Articles are then organized in a nested structure:

• Sections (broad topics like "Get Started" or "Videos")
• Categories (service-specific groupings)
• Individual Articles (specific topics)

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This hierarchy helps you explore topics step by step or quickly find the exact article you need.

Pro tip - advanced navigation for context

The article path, also known as "breadcrumbs", appear at the top of each article. An example is "Home > User Guides > E-Prescribing Desktop > Identity Proofing".

Why "breadcrumbs" matter:

• Shows where you are in the Help Center structure
• Lets you jump to broader topic sections
• Helps you understand article context
• Provides quick navigation to previous sections

If an article doesn't fully answer your question, click the breadcrumb to view all articles in that section.

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Following articles and sections

The DrFirst Help Center has a built-in feature to follow sections or individual articles to receive notifications. This is especially valuable for staying current with new documentation, saving articles for later viewing, or product areas critical to your workflow.

What you can follow

Sections (article format categories)

When you follow a section like "Release Notes" or "Support Hub," you'll be notified when:

• New articles are published in that section
• New comments are added to articles in that section (if you choose this option)

Individual articles

When you follow a specific article, it will be added to your "Following" section.

To follow a section:

1. Go to the section you want to follow (e.g., "Release Notes")
2. Look for the Follow button (typically in the upper-right area)
3. Click Follow, then choose your notification preference:
   • New articles only: Get notified when new articles are published in this section
   • New articles and comments: Get notified when new articles are published AND when any comments are added to articles in this section

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To follow an individual article:

1. Go to the specific article
2. Click the Follow button to save the article under your "Following" section

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Important notes:

• You must manually check for updates or edits to individual articles
• You cannot automatically follow all new articles across the entire Help Center
• You must follow each section individually

Common use cases

Release notes monitoring: Follow the Release Notes section to stay informed about:

• New features and enhancements
• Bug fixes and improvements
• Changes coming to your workflows
• Features that will be removed soon

Support hub updates: Follow relevant Support Hub categories to learn about:

• Newly documented solutions to common problems
• Updated steps for troubleshooting
• New diagnostic workflows
• Current issues and how to work around them

Onboarding and Training - Follow Get Started and Video sections when:

• Onboarding new team members
• Rolling out new DrFirst products
• Preparing training materials
• Building internal documentation

Help Center overview - promoted articles

Promoted articles are important resources shown on the Help Center homepage. These articles address the most frequent questions and common issues for our users, chosen based on support ticket trends and user needs.

When you land on help.drfirst.com, promoted articles appear:

• In a dedicated section near the bottom of the homepage
• Often with visual cards or highlighted placement

Think of promoted articles as the Help Center's "greatest hits." They're promoted because:

• They answer the most common questions
• They explain frequent issues
• They provide critical information for onboarding or recurring processes
• Our Support data shows these topics generate the most tickets

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Master the search bar

The search bar is your most powerful tool, but only if you know how to use it effectively. Help.drfirst.com uses Zendesk's search functionality, which has two distinct search modes.

Instant search (as you type) - As soon as you start typing, article titles that match your query appear in a dropdown. This "instant search" is perfect for quick lookups. This feature:

• Matches article titles as you type
• Shows results immediately without pressing Enter
• Narrows down as you add more characters
• Click any result to go directly to that article

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Native search (press enter) - After typing your query, press Enter or click Search to activate the full search, which scans article content, not just titles. This feature:

• Searches article titles AND body content
• Returns a results page with multiple matches
• Allows filtering

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Tips for searching effectively

We have compiled a list of tips to help you search the Help Center efficiently. To best utilize the search feature:

Use specific terms - Instead of "prescribing errors," try "EPCS authentication failed" or "signature password is invalid"

Think like the documentation - Use terminology from the product interface:

• "Two-factor authentication" rather than "security code"
• "COV process" rather than "changing vendors"
• "InfinID" rather than "ID verification"

Start broad, then narrow - Begin with 1-2 keywords. If results are too general, add more specific terms:

• Start: "prescribing"
• Add context: "prescribing controlled substances"
• Add specificity: "prescribing controlled substances iPad"

Common product abbreviations to use

• EPCS (not "controlled substance prescribing")
• COA (Credential Office Administrator)
• OTP (One Time-PIN)
• IDP (Identity Proofing)
• COV (Change of Vendor)

Common search mistakes to avoid

❌ Being too vague: "Not working" or "error" → Too general, thousands of results

✅ Be specific: "InfinID authentication timeout" or "E-Prescribing desktop formulary not loading"

❌ Using full sentences: "How do I set up EPCS for a new prescriber?"

✅ Use keywords: "EPCS setup new prescriber" or "EPCS onboarding workflow"

❌ Giving up after one search: If your first search doesn't work, try different terms or browse categories

✅ Try multiple approaches: Use synonyms, acronyms, or related terms. Try "two-factor authentication," "2FA," and "security code."

How to browse the Help Center effectively

Sometimes browsing is more effective than searching, especially when you're exploring a new area or don't know the exact terminology.

How to browse:

1. Start at the Help Center homepage (help.drfirst.com)

   

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2. Locate the format that fits your needs (User Guides, Videos, etc.)

   

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3. Click on your service (e.g., "EPCS" or "E-Prescribing Desktop")

4. Review section topics and articles within that service.

   

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5. Click into the section or article that most matches relevant to your question

When browsing works best:

• Learning a new product or feature
• Exploring what's possible with a tool
• When your search shows too many unrelated results
• Understanding the full scope of a topic

Step-by-step approach to finding solutions

When you have issues locating an article that answers your question, follow this systematic approach:

Step 1: Define the problem clearly

• What exactly is happening (or not happening)?
• What error message do you see (if any)?
• What solution/feature is involved?
• When did this start occurring?

Step 2: Search using specific terms - Briefly summarize the issue to identify search keywords:

• Include service name (EPCS, E-Prescribing Desktop, iPrescribe)
• Add the action or feature (prescribing, authentication, sync)
• Include error terms or symptoms (timeout, failed, missing)
• If there are specific error messages, try searching by that only

Step 3: Review top 3-5 results - Open the most relevant articles in new tabs and scan for:

• Issues or errors matching yours
• Step-by-step troubleshooting sections
• Known issues or workarounds
• Requirements or prerequisites you might have missed

Step 4: Follow troubleshooting steps sequentially - Most troubleshooting articles provide numbered steps. Follow all steps in order. Common issues are often caused by an incorrect setup.

Step 5: Check other search results or related articles - If the first article doesn't resolve the issue, check the "Articles in This Section" or go back to your search results for alternative solutions or related information.

Best practices:

• Read the entire article before starting troubleshooting
• Complete each step fully before moving to the next
• Note which steps you've tried when escalating to support
• Take and save screenshots of errors