Zendesk Ticket Submission Guide

Zendesk Ticket Submission Guide for CalMHSA

Pre-Submission Best Practices

Before submitting any ticket, gather the following:

Comprehensive details about the issue
Videos showing the issue (when applicable)
Screenshots of the issue occurring
Clear steps to reproduce the problem
Basic troubleshooting already attempted (see Common Troubleshooting Steps below)

The 6 Steps for Ticket Submission

Step 1: Choose Your Issue Type

Report an Issue (used for the majority of Zendesk tickets)

Use this form for:

Technical issues
Questions
Account and access management
Service requests
Inquiries and information
Incident reports
Feedback and complaints

Request a Change

Use this form for:

Request a change to core functionality
Request for custom functionality
Need for training
Contract questions
Request to license a SmartCare module not in the original contract

Environment Update Request

Use this form for:

Request a build upgrade
Request an environment refresh

EPCS Voucher

Use this form for:

Request new voucher(s)
Request voucher update(s)

Step 2: Email Recipients

NOTE: Always CC your manager on your Zendesk tickets

Help Desk Team Always CC: andrew.henry@calmhsa.org and kelly.doyle@calmhsa.org

Add any additional product owner parties involved as applicable.

Step 2: Subject Line

Format: [County Name / SmartCare Environment Type] Ticket Title | HubSpot ID #

Examples:

[San Benito PROD] Progress note generates an error upon signing | 987654321
[Fresno TRAIN] Unable to log in after password reset | 123456789

Step 3: Issue Summary

Include the following in your description:

Core Description

What happened vs. what you expected to happen
Numbered steps to reproduce the issue

Timeline Information

When the issue started
How often it occurs (always, sometimes, only once, etc.)

County Staff Impact

Number of users affected
Severity level:
- Medium: Work tasks slower than usual; workarounds available; not affecting daily tasks
- High: System behavior completely disrupting day-to-day job duties
- Critical: System function down; unable to perform job duties

SmartCare Environment Details

Environment type (Production, Train, QA, etc.)
External vendor software name (if applicable)
Device/hardware info (printer name, etc.)
Server name/path (if applicable)

Error Messages and Codes

Exact error message text
Screenshots with visible date/time stamps
Date/time stamp from SmartCare (hover over the "i" icon, usually top right)

Troubleshooting Already Attempted List any steps taken, such as:

Refreshed the page or restarted the application
Logged out and logged back in
Tried a different device or browser
Cleared browser cache and cookies
Verified user permissions/role
Confirmed the note/document is complete
Attempted the action with a different record to isolate the issue

Step 4: Implementation Status

Always select Live. Most support issues occur post go-live, not during implementation.

Step 5: Customer Priority

Select priority based on urgency and impact. See Priority Categories below.

Step 6: Submit and Follow Up

Follow check-in frequency requirements based on the ticket's priority level.

Priority Categories

ON-FIRE

Criteria:

System completely down (including Prod URL not accessible, 2FA not sending)
Patient safety issues
Prescribing down for more than 60 minutes
Order frequency issues

Required Actions:

Submit Zendesk ticket with ON-FIRE priority (include videos/screenshots)
Call the ON-FIRE hotline: 1-877-553-1002 — identify yourself as calling from CalMHSA
Post in #ehr-help-desk Slack channel (if not already posted)
Tag: Andy Henry, Kelly Doyle, Roksana Dahl, and:
- Jeff Eaton (Fresno or San Diego counties)
- Kris Watson (all other counties)

Follow-up: Check ticket every 30 minutes (unless on a call with Streamline)

URGENT

Criteria:

Privacy issues
Unable to document
Fiscal issues
270/271 eligibility issues resulting in blank responses or errors county-wide or across multiple counties

Note: If prescribing (CalMHSA Rx or SmartCare Rx) is down for 1+ hour, escalate to ON-FIRE.

Required Actions:

Privacy issues: Alert Andy Henry and Kelly Doyle
Fiscal issues: Have Lisa and/or Khristy review
Rx down: Have Chris Watson and/or Arely review

Follow-up: Check ticket daily; alert Andy/Kelly for escalation as needed

HIGH

Criteria:

Most issues not covered by ON-FIRE or URGENT
Single user experiencing a functional issue
Report not displaying correctly

Follow-up: Check ticket every 2 days; alert Andy/Kelly for escalation as needed

Medium / Low

Criteria:

General system questions
Minor impact issues

Note: Response time from Streamline can be weeks to months. Use sparingly.

Priority Quick Reference

Priority	Check-in Frequency	Escalation Contact
ON-FIRE	Every 30 minutes*	N/A (immediate escalation built-in)
URGENT	Daily	Andy Henry / Kelly Doyle
HIGH	Every 2 days	Andy Henry / Kelly Doyle

*Unless on a call with Streamline

Priority Decision Tree

Is the system completely down or is there a patient safety issue? → ON-FIRE
Is prescribing down for more than 60 minutes? → ON-FIRE
Is it a privacy, fiscal, or eligibility issue? → URGENT
Everything else → HIGH

When in doubt, escalate. It is better to be corrected on priority than to underprioritize a critical issue.

Key Contacts

Role	Contact
General escalation / privacy	Andy Henry, Kelly Doyle
Privacy review	Abraham Oommen
Fiscal review	Lisa, Khristy
Rx down	Chris Watson, Arely
Fresno / San Diego counties	Jeff Eaton
All other counties	Kris Watson
ON-FIRE situations	Roksana Dahl

ON-FIRE Hotline: 1-877-553-1002 (always identify as calling from CalMHSA) Slack: #ehr-help-desk

Common Troubleshooting Steps

Attempt these before submitting a ticket:

Refresh the page or restart the application — rules out temporary glitches
Log out and log back in — resets user session
Try a different device or browser — identifies environment-specific issues
Clear browser cache and cookies
Verify user permissions/role allow the action
Confirm the document/record is complete
Attempt the action with a different record — determines if the issue is isolated