MacPractice Customer Hub
- Dylan Nigh
New in 2023, we have implemented a new method to keep track of your open tickets with MacPractice Support, We're excited to unveil the MacPractice Client Hub to you!
The Client Hub is a new feature designed to help you stay on top of any pending issues and tickets you have open with MacPractice Support, and also allow you a new avenue to create a ticket with MacPractice Support.
You can sign up by clicking here!Â
How to Access the Hub
Once you've been granted access to the Hub, you should have been sent an email to a specific address that we asked you for upon granting access. This email would be from supporthealthdental@aspiresoftware.com, and will allow you to reset the password to initialize your Hub account.
Once this is done, you can access the Hub on any modern browser by navigating to https://help.macpractice.com.
Upon accessing this URL, you'll be prompted for that Email and Password. If you ever forget your password, you can click "Forgot my Password" to reset it again, as long as you have access to that original email address.
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Adding a New Ticket
There are two methods to add a new ticket to the Hub; Â directly in the Hub page itself, or you can submit a ticket via email.
Adding a Ticket Inside the Hub
To create a new ticket in the Hub, simply click the "Submit a Ticket" link the upper right hand corner of the browser window.
A sheet will pop up, allowing you to fill out details regarding your question or issue. You can select what specific area of MacPractice you're having troubles or questions with with the "Product" drop down. If you have any supplemental material, such as screenshots or video, you can drag and drop them in the space provided below the "Description" field.
Please be as detailed as possible regarding your issue. What area of the software are you working in? What is the exact issue you're facing? If there is an error message, what does the error message say? These details can help us in finding a solution or answer quickly!
If you also prefer a specific response, such as via phones or email, please indicate so in the Description field!
It is important to note that if your office has multiple Customer Hub user logins, only the Customer Hub user that created the ticket will be able to see that ticket and any responses to that ticket. You can request to have multiple users added to a ticket if more users need access to a particular ticket.
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Adding a Ticket Via Email
Alternately, if you wish to email a ticket in, you can do so by emailing Support@macpractice.com. The same instructions apply as stated above, please be as specific and detailed as possible when submitting your ticket, as it will help us assist you more efficiently and quickly!
WARNING:Â If your Ticket submission is going to involve any PHI or other sensitive information, we strongly encourage you to submit this ticket from the Hub directly as a precaution to protect that data.
Once you've finished submitting a ticket, you will receive an email confirmation. This email will contain a Ticket Number, which you can use to reference this specific Ticket in subsequent interactions with MacPractice Support.
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Viewing and Updating Tickets
Once a Ticket has been added via the Hub page directly or via Email, they should show up when accessing the Hub, as shown in the screenshot below. Here, you can review your Open Tickets by default and also review previously closed tickets. You can view tickets for your entire office, not just your personal user by clicking the "Organization Open Tickets" and "Organization Closed Tickets" tabs.
Clicking a ticket will pull up additional information regarding that ticket, including who it's been assigned to, and the last date and time the ticket was updated.
You can also update tickets yourself if you have more information to include after the initial creation of a ticket. You can update tickets via the Hub, or via Email.
Note:Â If a ticket has been closed, but the same problem or question resurfaces, we encourage you to create a new ticket, not to update an old ticket. This helps us with our metrics to determine frequent issues on a given subject so we can address and prioritize these issues accordingly.
Updating a Ticket Via the Hub
If you need to update a ticket, you can do so by clicking the Ticket in the Hub, then click "New Comment" in the upper right hand corner. Clicking this will bring up a sheet where you can add an additional note to your Ticket. Clicking Submit will add these details to your ticket, which you can review immediately.
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Updating a Ticket Via Email
If you'd instead like to update a ticket via email, you can do so by emailing Support@macpractice.com. In the subject line, include the Ticket Number you'd like to update in brackets [ ].
For example, if we used the screenshot above an an example ticket we wanted to update, you'd draft an email to Support@macpractice.com, and the subject line could read as thus:
"EMR Question Update [91210]"
This will update the ticket with any information included in the email. If you include an attachment, that will be shared in the ticket as well.
Closing Tickets
Once an issue is resolved, you can either request a Support Representative close your ticket, or you can close the ticket yourself by selecting the ticket inside the Hub Page and click the "Close Ticket" button in the upper right hand corner of the Hub Page.
Tickets closed by a Support Rep will trigger an email notification.