In this article, you'll learn exactly what to expect when working with the PracticePanther Support team and how to best troubleshoot issues to reduce the time needed to resolve any unexpected issue you may run into.
How To Contact Support
If you have a question or need assistance, PracticePanther Support is here for you. Click on the question mark icon within PracticePanther and select "Ask Us Anything".
From there, you can select from a number of questions, or you can select the option 'Send us a message.' This will create a ticket and be assigned to one of our support team members who will further assist you.
Additionally, you can always send us an email at help@practicepanther.com.
How To Grant Technician Access
During the time you are working with a support team member, you may be asked to grant technician access. This is helpful in a number of ways including allowing your support member to recreate the issue.
It can be helpful to grant this access ahead of time to make the troubleshooting process smoother and less time consuming.
Click on your name in the top right hand corner of PracticePanther.
Select "Settings"
On the left hand side, select "Security and Password".
*Note: support will never be able to see your password or change it*
Scroll down and select "Grant Access". This will provide the support technician access your PracticePanther account for further testing. You can also revoke this access at any time after troubleshooting is complete.
How To Record An Issue
PracticePanther also has the ability to record a video of the issue you are encountering.
*Note: this only records the PracticePanther tab from where you select "Record Session" and does not record any other browser tabs or anything else on your computer*
Click on your name in the upper right hand corner of PracticePanther and select "Settings".
On the left hand side select "Security and Password"
Scroll down and select "Record Session".
Then navigate around PracticePanther as you normally would and go through the same steps as before when you got the error message or encountered a problem.
To finish the recording you can either go back into "Settings" and select "Stop Recording".
Alternately, if you have your sidebar open you can select "Stop Recording" there as well.
Note: screen recordings are only active for 30 minute increments.
The Two Most Common Types of Errors
The two most common errors you will encounter within PracticePanther are the 404 error and 500 error, as shown below.
404 Error: Indicates an item/entry/record that has been deleted and sent to the Recycle Bin. Please check the Recycle Bin and restore it if it is still needed. If you cannot find the file in the recycle bin, contact support using the steps above.
Server 500 Error: Indicates a conflict in the data that the server could not resolve. This could be the result of incorrectly input data, user error, or even a potential bug. If you encounter this type of error, please contact support and let us know so we can investigate further.
Best Practices For Communicating With Support
When reaching out to support it can help resolution time and communication to follow these best practices.
Detail the steps you took when you encountered the issue
Describe in detail what page you were on and what actions you took when something unexpected happened.
Ex: I clicked on my contact, then selected their invoices tab. Selected an invoice and got an error.
Grant Technician Access & Record a Session
We advise you to have already granted technician access and/or recorded a session. You can also include any troubleshooting steps you have preformed yourself, if any.
Send Screenshots
If you take a screen shot of the issue to send to support, please include the entire screen including the URL at the top.
Be clear about your expected or desired outcome
The more detail you can provide about what you are expecting or need will help us find a solution faster.
Going through these steps and including this information in your initial contact to support can help with quicker resolution so they know what the issue is, what steps you've already taken and what you're expecting to happen so that support can start working on the issue as quickly as possible.
Training Request
If you or your firm would like more training in a certain area we can help with that too!
Simply send us a message and detail the type of training you would like.
Please be detailed in your message as to what you'd like more training with. (i.e. "I am still getting used to PracticePanther and would like some more training on Batch Billing").
Thank you for reaching out to PracticePanther Support and we look forward to assisting you!