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How do I submit a request to Samaritan through the Support Center (Zendesk)?

How to Submit a Request

There are two methods for submitting a ticket:

  1. Click the navigation menu option, "Submit a ticket," and follow the instructions.
  2. E-mail your request to support@samaritan.com.  E-mails sent to support@samaritan.com will automatically create a request in the Support Center.

What to include in your request

In order to effectively address an issue we need the following information:

  1. Operating System (OS) (e.g. Windows WP, 7, Mac OS X Snow Leopard) and Browser (Internet Explorer (IE) 10, Firefox 23.0.1) used
  2. Name of eCoordinator account / eRecruiter # (if your system has more than one eCoordinator or eRecruiter)
  3. Steps to reproduce
  4. Screenshot / Screencast

Things to remember

  • Please enter each task or question as a single item in the Support Center (Zendesk).
  • When attaching a screenshot please use the following file types: .gif, .jpg, or .png and attach them directly into the support ticket (rather than in a Word document). 
  • If you think it's a bug, tells us what happened, how you tried it again, and it kept happening. Items that only happen once and cannot be reproduced are extremely hard to diagnose.

If you can repeat the issue and tell us how you did it, show us the history and provide a screen shot, our ability to diagnose and solve the issue will be better and results will come faster.

 

 

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Comments

  • Avatar
    Satina Smith

    Support will often ask for additional information in order to quickly process a ticket.

    Samaritan Support Team offers second tier support. Clients 'escalate' issues when they are unable to solve the problem. The preliminary research and confirmation of the issue will be done (and documented) by the person escalating the issue before sending it our way.

    If the issue involves a series of reports or conversations, say, over email, we recommend consolidating the chain of emails down to the salient points (who, what, where, when and why) is a good way to save time, rather than having the team try to parse through all that information without context.

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