Support Best Practices

Support Best Practices

To get the most out of contacting the Ankota support team, follow these general practices so support can help resolve questions and issues efficiently.

Be Specific

When reporting an error or unexpected behavior, provide examples and include:

• The page you are on.
• What you are searching or filtering for.
• What you are seeing when the error happens (for example, an error message, a spinning indicator, etc.).

Questions About a Visit, Client, or Caregiver

Provide all relevant details, including:

• All names and dates involved.
• A specific description of what is happening, such as:
  • Incorrect times
  • Incorrect billing or pay amounts
  • Other specific issues
• What the expected result should be (for example, if a time or amount is wrong, indicate what the correct value should be).

Providing all available information on the problem allows support to investigate and find answers more quickly.

Screen Shots

Screen shots greatly assist support investigations. When submitting screen shots:

• Clearly indicate where the incorrect item is located.
• If there is an amount, time, or other detail to review, tell support where to look or highlight the affected section of the screen shot.