Integration Support

This page covers how to get help when you're experiencing issues with any of Welkin's partner integrations (eRx, Labs, DocuSign, Zoom, Stripe, Candid, SSO, and others).

When to contact Welkin vs. the partner

Figuring out who to contact for integration issues depends on where the problem originates:

Issue type	Contact
Integration not connecting in Welkin Admin	Welkin Support
Integration component not appearing in Care portal	Welkin Support
Permission errors when accessing an integration	Welkin Support or your Admin
Automation involving an integration not triggering	Welkin Support
Prescription not transmitting to pharmacy	DrFirst Support
EPCS passphrase or token issues	DrFirst Support
Lab order not appearing in Health Gorilla	Health Gorilla Support
DocuSign envelope not delivered to patient email	DocuSign Support
Patient can't join Zoom call	Zoom Support
Payment failing in Stripe	Stripe Support
Claim rejected in Candid	Candid Support
SSO login not working	Welkin Support + your IdP admin

When in doubt, start with Welkin Support – they can help triage whether the issue is in Welkin or in the partner system.

Submitting a Welkin support ticket

For integration-related issues, open a ticket through the Welkin support portal and include:

• Integration name – which integration is affected (e.g., DrFirst eRx, Health Gorilla Labs)

• Environment – production or sandbox

• Error message – exact text of any error shown in Welkin or the browser console

• Steps to reproduce – what you did before the error occurred

• Who is affected – all users, specific users, specific patients

• When it started – was this working before? Did anything change recently?

• Screenshot or recording – attach if possible

The more detail you provide, the faster the support team can identify the issue.

Partner support contacts

Integration	Support channel
DrFirst eRx	DrFirst Help Center or your DrFirst account manager
Health Gorilla Labs	health-gorilla.com/support or your Health Gorilla contact
DocuSign	support.docusign.com
Zoom for Healthcare	support.zoom.us
Stripe	support.stripe.com
Candid Health	Your Candid account manager or candidhealth.com
Paubox	support.paubox.com
Acuity Scheduling	acuityscheduling.com/support
Twilio / A2P	support.twilio.com
Google Workspace SSO	Google Workspace Admin Help
OneLogin	support.onelogin.com
Sisense	Via Welkin Support (Welkin manages the Sisense relationship)

Escalating integration issues

If an integration issue is affecting patient care or has been unresolved for more than 48 hours, escalate by:

1. Updating your existing support ticket with the urgency and business impact

2. Setting the ticket priority to High or Urgent (see Support Tickets for priority definitions)

3. Contacting your Welkin Customer Success Manager directly if the issue is critical

For Sisense analytics issues, see Sisense Change Requests.