# 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](https://github.com/welkincloud-io/welkin-docs/blob/master/kb/support/support-tickets.md) 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](https://github.com/welkincloud-io/welkin-docs/blob/master/kb/support/support-tickets.md) for priority definitions)
3. Contacting your Welkin Customer Success Manager directly if the issue is critical

For Sisense analytics issues, see [Sisense Change Requests](/integrations/analytics-sisense/sisense-change-requests.md).


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