Support tickets can be raised at any time with the CareSmartz360 support team and responses will be provided as soon as possible. There are two ways to generate a support ticket:

Send support an email

Log into the system as an Agency User, Owner, or Admin. From the CareSmartz360 system:

  • Agency and Admin Users can generate support tickets by logging into their CareSmartz360 account and clicking the Support button below the blue question mark located at the upper right corner of your screen.

On the Support email page, you can select the Issue Type.

  • Application Issue - Select this option if something is not working as usual, or is giving you an unknown red error bar. If possible, try to include the following:

    • A screenshot/grab of the issue or error

    • In the description body, write down exactly what the error said, or try to copy and paste the error message

    • Include as much information about what you see and where you were in the system when it happened.

    • If it is a mobile application issue, have your Caregivers/Aides take a screenshot of the error message they see.

  • Enhancements - Select this option if you would like to recommend an enhancement or improvement to the system that you would like to see in future.

  • Query - Select this option if you have a question about how to do something, or need a refresher on where/how to perform a certain function or action.

Next select the Application Module from where the request is coming from.

This option relates to where the system you noticed the issue, or with which module you require help.

These options refer to your modules that are visible on the left hand of your portal. If you are unsure, select Others.

Next, provide the Subject and a detailed Description.

If you have a screenshot/grab or any other relevant information that could relate to the issue, click on the Attachment option on the bottom left to attach a file or image. When you are ready, click the submit button.

When this form is submitted, a new support ticket will be created by the application and a customer support executive will be in touch shortly via Email/Phone, depending upon the severity of the problem you are facing.

Using the Chat function

Agency and Admin Users Users can also generate Chat support tickets by logging into their respective CareSmartz360 account and then clicking the blue chat box at the bottom right corner of your screen.

This will open up the chat page. Click on the Send us a message option to start a chat with one of our support team members.

Please try to include as much information about the question/issue as possible to help us resolve it as quickly and efficiently as possible. This could include:

  • Include as much information about what you see and where you were in the system when it happened.

  • Exactly what an error said, or try to copy and paste the error message

  • Attach a screenshot/grab of the issue or error using the Paperclip icon in the bottom right

  • If it is a mobile application issue, have your Caregivers/Aides take a screenshot of the error message they see and attach it using the Paperclip icon in the bottom right

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