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How To Submit A Ticket

  • Updated

You can submit new inquiries by Contacting Us. For your convenience, we recommend saving this link as a Bookmark on your Chrome browser to have quick and easy access! This can be done by clicking the star on the far right of the search engine:

You can reach out to support via email at help@oscarprodesk.ca , or you can call our support line at 1-866-935-5367. We have support agents available in both Ontario and British Columbia to provide support for you, ensuring that you receive prompt assistance.

Phone Support Team is available Monday to Friday, 8 am to 8 pm EST / 5 am to 5 pm PST

Tips on How to Submit an Issue:
Keeping each topic in its own thread with a clear subject line helps us resolve your requests faster and ensures a smoother support experience, here are a few quick guidelines:
 

For New, Unrelated Issues:
 

  1. You can contact us by clicking this link HERE. Send a fresh email to help@oscarprodesk.ca
  2. Use a clear and specific subject line (e.g., “New OSCAR User Setup” or “Unable to Access Patient Records”)
  3. Include all relevant details so we can resolve the problem as quickly as possible
    • HOW: the workflow to recreate the issue (e.g. Classic/Pro View, advisement on what areas/modules are clicked while completing the tasks)
    • WHAT: describe what is happening (e.g. an error message, something is not loading, faxes/labs not being received, need understanding on how to complete a task, etc...)
    • WHERE: use exact eForm name and/or screenshots displaying the problem (ensure PHI is redacted or blocked)
    • WHO: at least one or two demographic numbers with the issue 

This number can be located from their Master Record (M) near the top left corner, beside the Edit link:

It can also be located on a patient search, it would be the number in blue on the left:

 
For New, Unrelated Issues Via Telephone:

  1. Please call 1-866-935-5367 to speak to a live Support Agent
  2. Please have clinic details (e.g. registered organization name, email, clinic phone number) available to provide to the Support Agent first before reporting reason for call.  This ensures that the call is logged under the correct organization in a timely manner.  
  3. Similar to submitting an email, please ensure that you have the HOW, WHAT, WHERE and WHO available.

  4. If you require the Support Agent to connect remotely to your computer, please ensure that Teamviewer has been downloaded and you have an ID number and Password to provide. The link to be downloaded can be located from your main schedule page in the top right corner:

    Once the EXE file has been fully downloaded, you can open and provide the required information to the support agent.

    5. Please provide best email to log this ticket under for further assistance with Support.

For Ongoing Issues
 

  1. Reply to the existing email thread related to the issue, regardless if the ticket was opened via email or by calling in to speak to a support agent. Please be aware that when the email is received it will be coming from WELL Support: 

    This keeps all communication in one place and ensures continuity with the same support team member and helps avoid back and forth emails or phone calls!

  2. The ticket number can be located at the top of the email when opened: 

    Please reference the ticket number if calling into Support regarding ongoing issue. Any emailed responses should be entered above the ticket area after hitting Reply on your email.