Purpose: This article explains how to use the DrFirst Help Center to get support, manage your requests, and stay informed about updates.
Audience: All DrFirst Help Center users.
Note: As part of an updated process, you must be signed in to your Help Center account to view Help Center product articles, start a Live Chat, or submit a request (ticket).
Select a Help Center feature below to learn more about how to use it.
Submitting requests for assistance
These actions resolve common issues:
- Try clearing your browser cache and cookies.
- Try reverting your organization's recent site changes.
- Check if required fields are missing in a patient's record (e.g., demographics, medication list).
1. Sign in to the DrFirst Help Center to submit a request.
Mobile device: When viewing on a mobile phone, click the main menu icon (three horizontal lines) on the top right corner to reveal the Sign in button.
2. Select Submit a request at the top or bottom of the web page.
Mobile device: When viewing on a mobile phone, click the main menu icon to reveal the Submit a request button.
3. Select the topic area with which you need assistance.
- If you are unsure which option applies to you, select the Get Help? button. This includes forms for the most common Support ticket topics.
4. Complete the online form and submit it.
Note: Providing more detail helps Support staff troubleshoot your issue faster.
You can reach Support through chat. You must sign in before the chat icon will appear.
- Sign in at the top right corner of this website.
- Go to the bottom right-hand corner of the web page.
- Select the chat icon.
- 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.
- 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.
- Follow up via the request (ticket) form by signing in to the Help Center and selecting Requests.
Manage your requests
New to DrFirst? Sign up for a Help Center account to view all Help Center articles and get support through requests (tickets) or Live Chat.
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 that you use with a DrFirst product, and create a 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 will 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. Select the dropdown arrow next to Submit a request, then select Requests.
3. Under Requests you will 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. Select the dropdown arrow next to Submit a request, then select Requests.
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: 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: The agent has completed your request. Requests marked Solved automatically move to Closed status after 5 business days. Once closed, you may still revisit the content of the closed request.
Even though a request has been closed, you may create a linked follow-up support request.
1. Sign in at the top right corner of this website.
2. Select the dropdown arrow next to Submit a request, then select Requests.
3. Under Requests, select the closed ticket you want to follow up on. You cannot add a comment to a ticket in Closed status, but you can create a follow-up ticket.
4. Select the create a follow-up link on the closed request.
5. Summarize your request.
6. Once an agent replies to you, you will see the status change from Open to:
- Awaiting your reply: 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: The agent has completed your request. Requests marked Solved automatically move to Closed status after 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. Select the dropdown arrow next to Submit a request, then select Requests.
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. Select the dropdown arrow next to Submit a request, then select Requests.
3. Under Requests, select Requests I'm CC'd on.
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