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. 

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

• Select 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 and submit it. 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. Select 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 selecting My Activities. 

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. 

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.

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

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.

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

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

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. 

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. 

3. Under Requests, select the closed ticket you want to follow up on. You cannot add a comment to a Closed ticket, but you will see an option to create a follow-up ticket.

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

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.

Sign into your Help Center account to view your organization's Support requests. 

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

2. Underneath your name, select My Activities. 

3. Under Requests, select Organization requests. 

Sign into your Help Center account to view your organization's Support requests that you are copied (cc'd) on. 

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

2. Underneath your name, select My Activities. 

3. Under Requests, select Requests I'm CC'd on. 

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

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). 

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. 

3. Click Following.

4. From here:

• Select Following to unfollow sections
• Select Unfollow to unfollow articles