Client Portal Support - Chain of Command and Ticket Submission

Topics covered in this article:

• Client Portal Support - Chain of Command
• Ticketing System
• Submitting Tickets - Tips and Tricks
• What information should be placed in a ticket?

Client Portal Support - Chain of Command

We request that all client and navigator questions regarding the eLogic Genesis Client Portal first be routed through your organization's Client Portal Liaison. As Liaisons are present and able to help individuals either in person, by email, or over the phone, their response time to any questions or concerns will likely be faster than the eLogic Genesis team's response.

If a question has been escalated to an Liaison—whether the question be from an applicant or navigator—we ask that the Liaison attempt to answer the question or troubleshoot the issue independently by using the resources available in the help center:

• Client Portal - resources for Navigators
• Client Portal - resources for Clients

If the Liaison is unable to find the answer independently, we ask that they reach out to the eLogic Genesis team via a support ticket (more on the Ticketing System below).

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Ticketing System

Our help center ticketing system is monitored Monday-Friday from 9am-5pm MST. We strive to have a 48 business hour response time. 

If you need to reach out for support, you may access the ticketing center in three locations:

1. Click, then bookmark, this link
2. Visit the help center when logged into eLogic Genesis , then click "Submit a request" in the top right corner
3. Submit a ticket via the web widget tool

Please review and follow the tips below when submitting a support ticket. Submitting tickets with the requested information can greatly expedite the troubleshooting and customer service process.

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Submitting Tickets - Tips and Tricks

• Your information - please be sure to include your email address, your name, and the name of your Agency
• Subject - use specific language. The subject "Issue with forms" is very vague, whereas "Form not finalizing, applicant receiving error message" will immediately guide the eLogic Genesis team member to the location and trigger of the issue.
• "How can we help you?" - select the scenario that best describes the nature of your ticket. Depending on your selection from this drop-down list, the next questions on the form will change and become specific to the purpose of the ticket. Providing this information up front will help the eLogic Genesis team member better assist you and assist you more quickly.
  • User Support
  • Reports Question
  • webinar Question or Request
  • General Question
  • Suggestion, Idea, or Feedback
  • Report a Problem
  • Client Portal Assistance
  • Other Reason

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Please include as much information as possible when submitting tickets:

If submitting a ticket on the behalf of a navigator...

• What is the name of the staff member experiencing the issue?
• What is their email address (so that we may reach out to them directly if needed)?
• If they are experiencing an issue within an applicant's record, what is the applicant's name and/or case number?
• Are they receiving an error message? If so:
  • What did it say?
  • What was the action that triggered the error? - please be as specific as possible!

If submitting a ticket on the behalf of a client...

• What is the applicant's name?
• What device was the applicant using when they experienced issues?
  • Are they using Google Chrome?
  • Have they refreshed the page or cleared their cache as a troubleshooting measure?
  • Desktop or laptop?
  • If mobile, who is the manufacturer of and what is the model the device?
• What page or action were they experiencing issues with?
• Describe the issue with as much detail as possible. Some examples include:
  • Does the layout of the page look strange or prevent the applicant from navigating freely?
  • Did the applicant receive an error message? If so:
    • What did it say?
    • What did the applicant do that triggered the error? - please be as specific as possible!
  • Did the applicant screen go blank?
  • Did something not finalize or save? If so:
    • What was it specifically? - for example: form finalization, name of the intake field, name of the budget income item, program application status

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