Get Help
Learn when to open a GEN Health support ticket, how to write a good one, and who to ask for what.
This page shows you how to get help from GEN Health support. Anyone on your team can open a support ticket.
A support ticket is a message to the GEN Health team. You write it inside the app. Replies come back on the same ticket.
Try this first — many problems have a faster fix than a ticket.
- Search these guides. The answer is often already here.
- Check your Dashboard for an alert that already explains the problem.
- If one patient is stuck, follow Unblock Patients first.
Who to ask for what
Not every problem goes to GEN Health support. Send each one to the right place.
| What is going on | Who to ask |
|---|---|
| A page will not load, or the app looks broken | GEN Health support. Open a ticket with the steps below. |
| A patient asks a medical question, or there are no visit times | Your provider network (the licensed doctors who review orders and prescribe). Send it in Messages. |
| A shipment is late, wrong, or missing | The pharmacy partner ships orders, not the platform team. Open a ticket and call it a shipping problem. |
| A setup question, like a missing product or a role change | This is your own setup. You are the Client Admin, so check the setup guides. |
Open a support ticket
Open the Support page
In the left menu, click Support. The Support page opens. Start a new ticket here.
Describe the problem
Write what happened. Then write what you expected. Then write when it started.
Add context
Add a screenshot or file if you can. Name the exact patient or order. This helps the team find it fast.
Send it and follow the replies
Send the ticket. The team replies on the same ticket. Keep replying there until the problem is fixed.
Your tickets are private to your team. Only you, your teammates, and GEN Health support can see them.
Write a ticket that gets a fast answer
- One problem per ticket. Two problems in one ticket get slower answers.
- Name the exact patient or order. Do not just write "a patient".
- Say what you did, what you expected, and what happened.
- Say if anything changed lately, like a new product, a new form, or a new team member.
- If it is urgent, say so at the top. Describe how it affects patients right now.
Words to know
| Word | What it means |
|---|---|
| Provider network | The medical team that employs the doctors who review your patients. You partner with one; you do not hire the doctors yourself. |
| Pharmacy partner | The pharmacy that packs and ships the medicine to the patient. |
Common questions
How fast will support reply?
It depends on how urgent your ticket is and how busy support is.
- Mark urgent, patient-affecting problems at the top of the ticket.
- Watch the ticket and your email for the reply.
- While you wait, keep helping patients so their care does not stop.
Is there a setup or onboarding call?
Ask support in your first ticket.
- Say you are getting ready to go live.
- Ask if a setup or onboarding call is available for your account.
- Support can tell you what help your plan includes.
Who can see my ticket?
Only your team and GEN Health support.
- Tickets stay inside your organization.
- Other brands cannot see them.
- Keep replying on your own ticket until the problem is fixed.
Should I open a ticket or ask my admin?
It depends on the problem.
- Ask your admin for setup, like a missing product or a role change.
- Open a ticket when the app itself misbehaves.
- Open a ticket when you need something only support can do.
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