Getting Help with your ShareVision Site

Overview

The ShareVision team is here to help ensure that you and your team are getting everything you need from your ShareVision site. To help ensure your success, we offer a variety of methods to support you. 

Requirements/Dependencies

• ShareVision subscription in good standing
  
  

About

This article provides you with how, when and who to contact when you have questions about your ShareVision site. The three teams that can help you include:

• Getting Help with your ShareVision Site - ShareVision Support Team
• Getting Help with your ShareVision Site - ShareVision Product Expert Team
• Getting Help with your ShareVision Site - ShareVision Customer Success

Each of these teams provide different services while working closely together to ensure you are receiving the best customer experience possible. 

ShareVision Support Team

Need technical assistance?  

• Your ShareVision subscription includes unlimited technical support to your Primary ShareVision Administrator after your ShareVision Support Account has been set up. 
   
• The ShareVision Support Team can assist you with:

Support Hours

Our ShareVision Support Team is available Monday to Friday from 6 AM to 5 PM PST. 

Note: If in the unfortunate event that your site is down, please logon to the Support Portal and log a site down support request. A member of our team will reach out to you as soon as possible.

How to Contact Support

After you ShareVision Support Account has been set up, there are 4 methods to access our Support Team:

• Getting Help with your ShareVision Site#ShareVision Support Portal
• Getting Help with your ShareVision Site#Log a Support Request from within ShareVision
• By Phone
• Getting Help with your ShareVision Site#By Email

Follow the steps below to logon to the ShareVision Support Portal:

1. Go to our website: https://www.sharevision.app/
   
   
2. Select V3/V4 CUSTOMERS
   
   
   
   
3. The Support web page will be displayed. Select Log On to the Support Portal
   
   
4. The Log in window will appear. Enter the email address associated with your ShareVision Support Account and select Next
   
   
   
   
5. Next, enter the password for your ShareVision Support Account and select Log in
   
   
   
6. You will now be logged in and can create a new Support Request by selecting on of the 3 options
   
   

   See Getting Help with your ShareVision Site#Tips for Filling in Your Support Request for more information below.

7. Select Send Request

Users logged in as ShareVision Administrators can log a ticket from their ShareVision site.

1. Once you have logged in as a ShareVision Administrator, navigate to the area on your ShareVision site where something is not working or where you would like to ask a question about.
   
   
2. Next, go to the icons in the upper right hand corner of your site and select the icon that looks like a person with a headset on
   
   
   
3. Next, select New Support Request
   
   
4. Review the message that appears and select OK to proceed
   
   
   
5. If you have multiple screens, you will be prompted to select which screen the system should take a screen capture of. Select a screen
   
6. Select Share
   
   

7. The Create a New Support Request window will appear. Fill in the form.
   
   Note: When the system creates the New Support Request form, the Email address allow automatically be filled in with the email address associated with the user account that you are logged into ShareVision with. This email account will receive updates about this Support Request. If you would like to send an update about an existing support request via email, the email must be sent from the same email account used to set up your ShareVision Support Account. See Important Information about Emailing ShareVision Support for more information. 
   
   
   
   

   See Getting Help with your ShareVision Site#Tips for Filling in Your Support Request for more information below.

8. Select Send Request

 You can reach the ShareVision Support Team at:

1-866-971-4325 ext. 1
             - or -
604-398-4342 (local in Vancouver)

ShareVision Support System Email Address   

When your ShareVision Support Request is updated, the ShareVision Support System will automatically send an update to your ShareVision Support Account email address and any alternate email addresses on the support request. The email address that the ShareVision Support System uses is: sharevision@sharevision.ca. If you are not seeing the updates in your Inbox, please be sure to check your junk or spam folder.

Tips for Filling in Your Support Request

When submitting a Support Request, providing our team with as much information as possible will help us to resolve your request quickly.  

The table below provides you with the fields that will need to be filled in when submitting a request along with a description and example of the information that will help us to help you more efficiently. 

About Filling in the Description

When you create a support ticket, you can help our team address your issue quickly by providing as much information as possible. Our Support team does not know your system and it may be the first time they are on your site. Providing more complete information helps us provide a one email resolution instead of coming back to you with requests for additional information.

Here are some questions to consider when completing the “Description” field for your support ticket.  We have provided some unrelated answers as examples to show the level of detail requested.

• Are you in the middle of upgrading to migrating to version 4?  If so, your issue is about which site?
  We are in the process of upgrading from v3 to v4L.  This question is about v3.
  
  
• What is it supposed to do and what is it doing?
  We have a custom report “Immunization Record” that we developed under ABCD-100 and I added a new column “COVID Booster” to the list called “Immunizations” but it is not showing in the report.  Here’s the link to launch the report, and here’s the link to the Immunizations list.
  
  
• Was it behaving differently before and has changed?
  Our Email Alert Manager item 14 is sending out unexpected email notifications. We received the first report on December 2nd and have received several since.  Here’s the link to the configuration. This alert has not changed configuration since 2018.
  
  
• Is the issue about a specific user or individual?
  When Jane Smith, a supervisor, logs in, she is unable to see Cindy Loo in her list of individuals in the “People In Care” portal.  She needs to see every individual her direct report staff can see. I have checked that she has permission to “Children Services” and that she is the supervisor of the staff member, Amanda Brown, responsible for Cindy Loo. Her username is user.name and password is Share123.
  
  
• Is the issue concerning a standard list that you have renamed?
  We have renamed our Profiles list and it is now called “Supported Snapshot”. On our site, the profile information can be seen at this link.
  
  
• Did you have to navigate to see the issue?
  To see the issue, navigate to the affected page on the site through the “Individuals” tab at the top, selecting “Robert Smith” and then picking the “Daily Log” on the vertical link and looking at the log entry for “10/18/2021”.
  
  
• Did someone else report the ticket? If so, can you reproduce it?
  This issue was reported by one of our managers, Jenny Chan, and I am able to reproduce it when I am logged in as a manager, but not as an admin. I can’t figure out what is wrong with the manager's permission. Here’s my test manager user.name and password is Share123.
  
  
• Is this issue on a specific computer or a specific browser?
  It doesn’t matter who is logged onto our shared computer but they are unable to see the timesheet page.  The browser on that shared computer is running the latest version of Edge.

How To Video: Creating a Support Request (Ticket)

ShareVision Product Expert Team

Need a custom report or automation on your site?

At times, our customers may require some custom work on their ShareVision sites. Any time custom work is required on your ShareVision site, your Primary ShareVision Administrator will need to work with a member of our Product Expert Team. The type of custom work allowed on your ShareVision site varies depending on your ShareVision subscription.

Click here to learn more about ShareVision subscriptions.

Product Expert Hours

Our ShareVision Product Experts are available Monday to Friday from 9 AM to 5 PM PST. 

How to Contact our Product Expert Team

ShareVision Tasks Email Address   

When you work with a Product Expert, your request will be entered in Jira which is the system we use to manage billable work. Each billable task will receive its own task record. When the Product Expert you are working with needs to communicate with you about the task, an email will be sent from the task. The email address that Jira uses is: jira@sharevision.ca. If you are not seeing the updates in your Inbox, please be sure to check your junk or spam folder.

You can respond to these messages and the billable task will be automatically updated with your response. 

How to View Prepaid and/or Billable Time

To view the prepaid and/or billable time and all tasks for work completed on your site:

1. Login to ShareVision with a user account that has Site Administrator permissions. 
2. Select the gear in the upper right hand corner and then select Site Administration:
   
   
   
3. When prompted, enter your ShareVision Administrator username and password and select Sign In.
   
   
   
4. In Site Administration, select Requests and Tasks
   
    

ShareVision Customer Success

Have a question or concern and aren't sure who to contact?

The ShareVision Customer Success Team is here to help you with questions or concerns. Support provided by our Customer Success Team is included in your annual subscription. You are welcome to reach out to us at any time:

• By email: customersuccess@sharevision.ca 
• Select this link to schedule a meeting 

The Customer Success Team also aims to connect with you a couple of times a year. A member of the Customer Success Team will reach out to schedule a short meeting where they can check in and ensure everything is going well with your site. When you meet with a Customer Success Expert, the following will be reviewed with you:

• How things are going with your ShareVision site
• How your customer experience has been 
• Discuss any announcements that have been issued since your last Customer Success Check In
• Ensure you are receiving the monthly newsletter and that you know how to register for our monthly Getting More from ShareVision webinars
• A Support Account Check Up
• Provide you with the database size of your ShareVision site and explain how overage fees can occur and are calculated
• Check to see if there are any changes in the contacts listed on your account
  
  

FAQs

If you are looking for answers to any of the questions below, please reach out to the ShareVision Customer Success Team at customersuccess@sharevision.ca 

• How can I find out which email address is associated with my ShareVision Support Account?
• How can I find out who the Primary ShareVision Administrator is for my ShareVision site?
• How do I update the Primary ShareVision Administrator if they left or have been replaced?
• What is the size of our ShareVision database?