How to Manage and Resolve Login Support Tickets

Learn how to investigate, reset, and resolve client and provider login issues using the agency management dashboard.

A

Aneesha Smith

No date
25 steps
Watch video12:05
1

Click the Slack channel to view incoming support tickets

The Slack channel provides information about which database the ticket originated from.

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2

View the ticket details to see the error message during login

You will see the error message stating invalid credentials.

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3

Check the error message stating invalid credentials

This indicates the user may have forgotten their password.

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4

Navigate to the manage users section to reset a password

This is where you can manage user accounts and reset passwords.

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5

Look up the name of the person needing a password reset

Search for the user by name to locate their account.

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6

Click apply to search for the user

This will filter the user list to show the searched user.

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7

View the user's last login date

This helps determine if the user has logged in recently.

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8

Click send password reset to initiate a password reset email

This sends a password reset link to the user's email.

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9

Impersonate the user if needed to troubleshoot further

This allows you to see the system as the user would.

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10

Go to the audit and security section to view password reset activity

This section logs password reset requests and related actions.

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11

Check the email log to confirm a password reset was requested

You can verify if a reset email was sent to the user.

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12

Advise the user to try logging in with the correct domain

Users sometimes attempt to log in to the wrong subdomain.

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13

Update the support ticket after sending the password reset

Document your actions for future reference.

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14

Click client portal lookup to find clients with portal access

This helps you identify which clients have portal accounts.

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15

Select the agency to view all their clients

All clients for the selected agency will be displayed.

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16

Click load profile to view a specific client's portal details

This opens the client's profile for further actions.

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17

Check if the password was set for the client

This confirms whether the client has completed their portal setup.

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18

Send a password reset request for the client portal

This sends a reset link to the client's email.

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19

If the password reset does not work, perform a hard reset on the portal

A hard reset clears all portal data and starts the setup over.

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20

Click the agency name in the agency dashboard to view a snapshot

This provides an overview of the agency's status, members, and clients.

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21

View the agency snapshot to see status, member count, and client count

This helps you understand the agency's activity at a glance.

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22

Send a message to admins from the agency dashboard if needed

You can communicate directly with agency admins from here.

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23

Use the email investigation tool to search for an email across databases

This shows which accounts are associated with a given email.

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24

Review the results to see which database the email is attached to

You will see the user and database associated with the email.

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25

Check the user activity and session tracking for additional troubleshooting

This provides an overview of user sessions and online duration.

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You made it to the end!

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