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Manage Support Cases in NEST (PM)

Clients can now view & interact with their support cases from within our online support
community, NEST.

On the Contact Support screen in NEST, the support contact can do the following:

  • View support cases you’ve created
  • Send a message regarding your case
  • Create a new support case
  • Start a chat with support or enrollments

In addition, the account administrator can:

  • View support all cases created by all users within your practice
  • Manage contacts
  • Manage payment
  • Manage services

Note: In order for Account Admins & Support Contacts to see cases in NEST, the email in their
User Profile must be the same as the email address we have on file for them in our contact
management system.

Log in to NEST | Click Contact Support.

Note: Only the Account Administrator will see the following buttons:

  • Manage contacts
  • Manage payment
  • Manage services

 

View Support Cases

Support contacts can view cases they have submitted to view details of the case, all
correspondence regarding the case, as well as send messages and attach files to the progress
of the case.

Account administrators can view all support cases created by all users within the practice.

Note: You can view closed cases created within the last 90 days.

Click the View icon to open a case.

Send a Message Regarding the Case
1. Enter text in Add New Message.
2. Click Submit Message.

Note: You can also add an attachment if needed.

 

Open a New Case

  1. Click the Open New Support Case button. Your office key, office name, and user
    information displays.
    Note: This practice information comes from your office key and cannot be changed
    here.
  2. Enter the Subject.
  3. Select the Area of product affected.
  4. Enter the Description of issue.
  5. Enter troubleshooting done (if any), text of any error message received, and patient
    example (if applicable).
  6. Add any attachments, if needed.
  7. Click Submit.

 

Start Chat

You can chat with support or with enrollments.
Click the Chat with Support or the Chat with Enrollments button.

 

Manage Contacts

In the Contact Management Center the account administrator can add, edit, and delete
company contacts. The account administrator can also edit your company address.

Click the Manage Contacts button.

 

Manage Payment

In the Finance Account Update screen, the account administrator can add or update
payment information.

Click the Manage Payment button.

  1. Enter your Bank Name and Phone number.
  2. Enter the Name on Account.
  3. Enter your Account Number and Routing Number.
  4. Click Submit.

 

Manage Services

The account administrator can make the following changes to services:

  • Add a provider
  • Add a feature
  • Add training/professional services
  • Remove a feature
  • Update/remove/replace a provider
  • Transfer or release an office key

Click the Manage Services button.

  1. Select the Account Update Request.
  2. Enter the requested information.
  3. Add any Comments if needed
  4. Attach any files, if applicable.
  5. Click Submit.

 

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