Submitting IT Help Requests

Our IT support process is streamlined via a comprehensive ticketing system designed to handle your queries, issues, and requests efficiently. This knowledge-based article guides you through submitting help requests. There are several methods to submit your request: via the Red Chat Bubble, by clicking Create a Request, or by Sending an Email. Our IT Support App on the iPad home screen provides all users easy access to the Helpdesk. For back-office and desktop users, this feature is seamlessly integrated into the Google Chrome browser as a bookmark for your convenience.

Method 1: Submitting via the Red Chat Bubble

The red chat bubble is a quick way to initiate a help request directly from any page within the help center. Here’s how to use it:

1. Locate the Red Chat Bubble: Look for a red chat bubble icon on the bottom right corner of your screen. This icon is present on all internal system pages.

2. Initiate Chat: Click on the red chat bubble. A chat window will pop up, prompting you to describe your issue or query.

3. Describe Your Issue: In the chat window, type a brief description of your problem or question. Be as detailed as possible to help the IT team understand your request better.

4. Submit Your Request: Press enter or click the send icon after entering your issue. This action submits your request to the IT support team.

5. Follow-up: You may receive automated responses or direct replies from IT support staff through this chat interface. Keep the chat window open for any immediate follow-up questions or instructions.

Method 2: Submitting via Create a Request

For more detailed requests or when you prefer to use a form, use the Create a Request option. Here’s the step-by-step guide:

1. Access the IT Support Portal: Navigate to our IT support portal. You can access this through the internal homepage or by bookmarking the URL support.lovingcarehealth.com

2. Click Create a Request: Look for a button or link labeled Create a Request on the IT support portal homepage. This is usually located at the top of the page or within a clearly marked section.
3. Fill Out the Request Form: Upon clicking Create a Request, you’ll be directed to a form. Fill out the form with all the necessary details about your request. This may include your contact information, the nature of the issue, any relevant files or screenshots, and a detailed description of the problem.
4. Submit the Form: After filling out all required fields, click the submit button at the bottom of the form. This action sends your request directly to the IT support team.
5. Confirmation and Tracking: You will receive a confirmation email with a ticket number for your request. You can use this ticket number to track the progress of your request through the IT support portal.

Method 3: Submitting via Email

For those who prefer or need to submit a request via email, simply send your detailed request to help@lovingcarehealth.com:

1. Compose Your Email: Open your email client and create a new email. Address it to help@lovingcarehealth.com.
2. Describe Your Issue: In the body of the email, provide a detailed description of your issue or request. Include any relevant details that would help the IT team understand and address your problem effectively.
3. Include Attachments: If necessary, attach any relevant files, screenshots, or documents that support your request.
4. Send the Email: Review your email for clarity and completeness before sending it. Your email will automatically create a support ticket in our Zendesk system.
5. Confirmation and Follow-up: You will receive an automatic confirmation email that your request has been received and a ticket has been created. Further communications regarding your ticket will be managed through email.

Method 4: Accessing via Pre-Installed Chrome Bookmark (Desktop Users)

For desktop users, accessing the IT Support Portal can be done swiftly through a pre-installed Chrome bookmark:

1. Open Chrome: Launch the Google Chrome browser on your desktop.
2. Find the IT Support Bookmark: Look for an IT Support bookmark. Your Chrome browser has this bookmark pre-installed for easy access. The URL is: support.lovingcarehealth.com

3. Access the Portal: Click on the bookmark to access the IT Support Portal directly. You can click Create a Request, use the red chat bubble, or find additional support resources.

Additional Tips

• Be Detailed: Provide as much detail as possible when describing your issue. Include specific error messages, what you were trying to do, and any troubleshooting steps you’ve already taken.
• Attachments: If applicable, attach screenshots, error logs, or other relevant files to your request to help the IT team diagnose and resolve your issue more efficiently.
• Follow-up Communications: Keep an eye on your email or the Zendesk portal for any follow-up questions or updates from the IT team. Prompt responses will help expedite the resolution of your request.

By following these steps, you can effectively submit IT help requests through our Zendesk system, ensuring a smooth and efficient support process. If you encounter any difficulties or have questions about submitting a request, please reach out to our IT support team for assistance.