Q: How do I submit support tickets or questions?

A: Approved agency administrators can submit tickets to EMHware's Support Team through our Zendesk Support Ticket system.

• Login to your Zendesk account and submit a ticket.
• For basic inquiries, call the support line: 1-(866)-859-9220 ext. 1
   

Q: How do I access knowledge base content?

A: Agency administrators can access our knowledge base when logged into Zendesk in our EMHware Help Centre.

• Select Download in the top left corner of any knowledge base article in EMHware's Help Centre to save a PDF copy. 
• When logged into your instance, we have built-in Help Screens through the User Menu, as well as EMHware manuals, and EMHware Training Videos.
• Our YouTube channel can be accessed here: https://www.youtube.com/channel/UCvcaJ3NC1ZN2aXtP8qdhEBw/videos?view=0
   

Q: How to purchase user licenses or inquire about additional modules and features?

A: Contact your account manager or submit a ticket to EMHware Support and the ticket will be forwarded to your account manager.

• Account Management: accounts@emhware.com 
   

Q: Can we add questions to our External Referrals, Child/Youth Referrals, or Self-Referrals?

A: Yes, our support team can assist with adding questions (to the bottom) of your referrals or if there are fields displaying that you would like to be removed. These 3 referral links are based on configuration settings and have limited customization. 

• Submit a ticket to EMHware Support to inquire about the Custom Referral options. 
   

Q: How do custom referrals function? Do they have any requirements?

A: Agency admins can submit a custom referral template document similar to case data form requests to our support team through Zendesk Support. Your agency will be provided a custom referral link which will also display on your EMHware login page for easy access. Like the other electronic referrals after individuals complete and submit the custom referral, it will display in the Referrals global tab on your site to be reviewed by workers that have referral role permissions. 

• Custom referrals require the following fields to function: First Name, Last Name, DOB, Gender, Postal Code, Reason(s) for the Referral and Referral Source. The Permission to Call field is required when a client enters a phone number or if you request for phone number to be required. Otherwise, we can add any other requested fields.