Support Tickets
Submit a support ticket through JSM portal when you need help from the Welkin Health technical support team with platform issues, bugs, or configuration questions.
When to submit a ticket
Use a support ticket for:
Unexpected errors or system behavior
Data discrepancies or sync issues
Questions about platform configuration not answered in the documentation
Issues affecting patient care workflows
How to submit a ticket
Navigate to the Welkin JSM support portal
Click Create ticket or Submit a request
Select the appropriate issue category
Fill in all required fields – the more detail you provide, the faster the resolution:
Summary
One-line description of the issue
Description
What you expected vs. what actually happened
Steps to reproduce
Exact steps to recreate the issue
Environment
Affected tenant, user roles, browser/device
Attachments
Screenshots, error messages, or screen recordings
Submit and note your ticket number for tracking
Tracking your ticket
Once submitted, you can view status updates directly in the JSM portal. You will also receive email notifications when the status changes or when the support team responds.
Escalating a ticket
If a ticket is not progressing or the issue is critically impacting patient care:
Reply to the ticket with updated context and urgency
Contact your Customer Success Manager directly
Reference the ticket number in all escalation communications
Related
Support Plans & SLAs – understand response time commitments
Work Requests & Licenses – for operational changes, not bugs
Product Feature Requests – for product improvement ideas
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