What Information do I Provide to Customer Support?

When emailing LEX247 Support, it is best practice to provide as much detail and screenshots as possible. This will help us understand the issue and then fast-track your ticket to the correct department. 

Sometimes during the investigation into issues, we may require additional information. It is crucial that the information is provided explicitly as customer support requests. 

Note:
Please send all of your issues in separate tickets. It is difficult to process multiple requests or issues in a single ticket as information/conversation within email threads can "sidetrack" and the other issues can be easily forgotten. If in doubt whether the issue is related or not, please send more than one support ticket request would be appreciated. 

Information to Provide to Support

When emailing LEX customer support, it is always best to provide the following information. 

1. Relevant Email Title
A relevant title allows customer support to quickly identify issues as support tickets come in. Please always provide a relevant title to your email that's related to the issue. If you have an issue with Reports or Invoices, the title should have the word Report/Invoice in it. 

2. Detailed Description of the Issue
This is the most important aspect of any email to customer support. Providing any and all information can help in resolving your issue quicker. Do not omit any details of the issue you are experiencing.

Also note, that forwarded email threads/conversations are typically not helpful due to how "long" they can be at times. It's better that you describe the issue at length. 

Here is a list of what is required when emailing customer support. 

• • Identity Numbers
    • • If you have an issue with a particular Client, Case, or Payer, we require the identity number. 
      • Providing the URL to the Client, Case, or Payer would be very helpful. 
  • What Card are you in?
    
    • • Main Card? Case Card? Client Card? etc... 
  • What View are you in? 
    • • The View will depend on what Card you are in. 
  • What happened prior to the issue occurring? 
    • • Provide explicit details of what you did prior to the issue showing up. 
  • What is your expected outcome? 
    • • This is mainly required for issues regarding Reports. 

The answers to these questions tell us exactly what we need to do to replicate the issue for Technical Support to investigate. Otherwise, an issue that is vague in detail does not allow us to properly investigate the issue and fix it.

The devil is in the details, something that was done routinely could seem unlikely but could mean the answer to finding the root cause. Ensure that no detail is left out.

3. Screenshots
Along with the detailed description of the issue, a full-screen screenshot of the issue / where you are in the LEX247 application is always helpful. 

Cropped screenshots are not helpful, as it can be hard to identify where you are exactly in the application and may omit vital information that could be helpful to customer support and technical support. 

Here are some tips that you should follow. 

• • Fullscreen screenshots are required.
    • • On Windows, you can press Windows Key + Shift + S. 
      • On MacOS, you can press Shift + Command + 3.
        
        
  • DO NOT crop your screenshots.
    • • Cropped screenshots provide little to no detail. 
        
        
  • Highlight the area in your screenshot
    • • Using the pre-built Snippet tools in either Windows or MacOS allows you to do this immediately after selecting the entire screen.

For more information on screenshot examples, click here.