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How can I reach Trella Health Support?

Charles Fox

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Overview

The Trella Health Support team is here to help you with account issues, technical problems, and pretty much anything else related to all modules in the Trella platform. Questions of product content or usage are welcome. We want to help you to get the most out of your use of all of our products.

 

In this article

Everything you need to know about how and when to make contact with the Trella Health Support team.

 

Operating Hours

The Support team is at their desks and ready for action from 8:00 AM Central time through 5:00 PM Central time. Of course, you can submit e-mail requests or requests through the Support widget or the Trella Resource Center at any time.

Note-width35.png Trella Health Support is not available on national holidays.

 

Trella AI Agent

Trella Health uses an AI Agent to provide a first pass answer to any inquiries.

When you first open the support interface in the Resource Center, the AI Agent will prompt you to ask a question.

  • Enter your question in the field at the bottom of the interface that contains, "Type a message."

Click the split triangle icon to the right of the field to submit your request.

 TrellaAIAgent.png

The AI will attempt to answer your inquiry. There are three sections to the AI response

  • The first response is an AI generated answer to your question.
  • The second section shows content from a suggested article that may answer your question more fully.
    • Click on the "View Article" button to open the suggested article.
  • You have the option to evaluate the information provided by the AI agent
    • Click on the "Yes" button or the "No" button

 

TrellaAIResponse.png

 
Your options change depending on your answer.

If you answer, "Yes"

If you answer, "No"

The AI Agent will thank you. You can then ask another question by filling out the "Type a message" field.

TrellaAIResponse3.png

 

The AI Agent will apologize for not satisfying your inquiry and will offer you the opportunity to chat with a human agent.

TrellaAIResponse2.png

Details

  • The AI Agent is available 24/7/365 to answer questions.
  • The AI Agent is prioritized in the interface in order to let the AI make an effort to answer your question before directing you to a live agent.

 

How to make Contact with Support

 

Tar-Fav-on.png Email

When you send an email to Support@TrellaHealth.com our ticketing system automatically creates a Support ticket. The Support team will review your ticket and get in touch.

 

 

Through the Trella Health Help Centers

If you are looking at any of the Trella Health Help Centers, there are a couple channels that will allow you to reach the Support team.

Submit a Request

At the top right of every page in the Trella Health Help Centers there is a link to "Submit a request." (See image below.)

  • Click the "Submit a Request" button

SubmitButton.png

When you click the link, the following page will open:

SubmitForm.png

  • Fill out the fields and click the "Submit" button.

This will open a Support ticket in the same way an email does.

 

Support Widget in the Help Center

At the bottom right of every page in the Help Centers there is a widget you can click on to get in touch with Support.

Chat with Support

 

  • Click on the Widget button at the bottom right of the page (image above)
  • To chat with Support, click on the "Talk to a human" link.

 

 

 

 

 WidgetOops.png

A form opens that requests some basic information

  • Click the "Next" button as you fill out each field to fill out the four fields

Note-width35.png Providing the requested information allows the Support team to bring up your account along with the online Chat.

 

 Widget002.png
Once you have filled out the information, click on the "Send" button to begin chatting with Support. Widget003.png

 

Another Avenue to Answers

Although this process will not get you in touch with Trella Support, you might find an answer to your question.

Ask a question

  • Instead of clicking the "Talk to a human" button, type in a question in the "Type a message" field at the bottom of the dialog box.
  • Click on the split arrow icon to the right of the field.

 

For this example, we typed a common question that the Support team is asked, "How do I log in?"

 

 TypeQuestion.png

The response to your question has three parts:

The Help Center AI provides a summary answer to your question. 

The second answer is a link to the article most likely to answer your question more fully, as determined by the Help Center AI.

Third, you are given an opportunity to submit your assessment of the helpfulness of the answers provided above.

 TypeQuestion02.png

If the answers provided are not helpful, you will receive the response to the right.

Type in your question again, and you will be taken to the Chat interface where you can communicate with a live Support representative.

 TypeQuestion03.png

The Paper Clip!

If you click the paper clip icon at the bottom left of the interface, a dialog box will open that will allow you to send a file to the support team.

 

 

Through the Trella Insights Resource Center

Through the Trella Resource Center you can either submit a request to open a ticket, or begin a chat session.

Submit a Request

At the bottom right of every page in the Trella Insights modules, you will see a "?"

Clicking on the "?" will open the Trella Health Resource Center.

Although there are other options, if you click on the "Customer Support" button, you will find a single option.

Click on "Open Support Ticket," you will be taken to a form that you can fill out that will open a Support ticket.

 Resource01.png Resource02.png

Fill out the form and click the "Submit" button. A support ticket will be created immediately.

You will receive an email at the email account provided with a confirmation that the request has been submitted.

 SubmitForm.png

 

Start a Live Chat

At the bottom right of every page in the Trella Insights modules, you will see a "?"

Clicking on the "?" will open the Trella Health Resource Center.

  • Click on the "Support Chat" tile to open the Support Chat interface.
 ResourceChat.png

The interface shown at the right will appear.

Fill out the four fields as requested.

  • Click the "Next" button as you fill out each field to fill out the four fields

Note-width35.png Providing the requested information allows the Support team to bring up your account along with the online Chat.

 ResourceChat02.png
  • Once you have filled out the four fields, click the "Send" button.

 

The live Chat interface will open and you will be able to chat with a Trella Health Support member.

 ResourceChat03.png

 

CRM Mobile

You have access to Support and Help Center resources from within the Trella CRM mobile application. Examine the details below to see how to access the resources.

How to open the Help & Support page

  • Tap on the Menu icon at the top left of most pages in Trella CRM mobile
 001CRMSupport.png

The Trella CRM menu opens from the left

  • Scroll down to the bottom of the menu.

Note-width35.png What you see in the menu depends on the permissions applied to your account. Some menu items shown in the image to the right might not be visible in your environment.

 002CRMSupport.png
  • Tap on the "Help & Support" link to open the Help page.
 003CRMSupport.png

The Help page opens with the three options shown at right.

The three Help page options are described below.

 013CRMSupport.png

Help Center

When you click on the "Help Center" option a new page will open that displays a list of articles from the Trella CRM Help Center.

  • Scroll down to see more articles
  • Tap on any article of interest and the full article will open
 005CRMSupport.png

Messaging (Support)

When you tap on the "Messaging" link, the Trella Health Chat interface and the AI agent will open and greet you with the question shown.

  • Enter your question in the field at the bottom of the interface that contains, "Type a message."

The sample question for this illustration shown to the right is "How do I log in?"

  • Tap the split triangle icon on the right side of the field to submit your inquiry.

 

 014CRMSupport.png

The Chat interface provides three responses to an inquiry

First, the AI provides a summary of an answer to your inquiry.

 008CRMSupport.png

Second, the AI provides a list of articles that might provide a more detailed response to your inquiry.

  • Tap on the "View article" button to open the suggested article.

Note-width35.png Notice that you can scroll to the right to see additional suggested articles.

 009CRMSupport.png

Third, the Chat interface allows you to evaluate the information provided by the AI agent

  • Tap on the "Yes" button or the "No" button
 015CRMSupport.png
Your options change depending on your answer.

If you answer, "Yes"

If you answer, "No"

The AI Agent will thank you. You can then ask another question by filling out the "Type a message" field.

012CRMSupport.png

The AI Agent will apologize for not satisfying your inquiry and will offer you the opportunity to chat with a human agent.

011CRMSupport.png

  • Tap on the "Talk to a human" button to start a chat.

Email Support

When you tap on the "Email Support" link, your mobile device will open your email application. When you submit an email to Support, a Support ticket will be created for you.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Ticket History

The Support system allows you to look at your history of support requests.

Note-width35.png You must have a Support account set up. This is not associated with your login credentials you would use to log in to Trella Health products. However, we strongly suggest that you use your company email address to set up your support account. See Creating an Account.

 

 

Viewing your Ticket History

To view your ticket history, perform the steps listed below.

 

If you are not already signed in to the Help Center, click on the "Sign in" link at the top right of any Help Center page.

Note-width35.png If you need to set up an account, follow Creating an Account, below.

 Tickets04.png
  • Once you have logged in, click on your name at the top right of any Help Center page.

A drop down menu will open

 Tickets01.png
  • In the menu, click on the "Requests" option.

A page will open (image below) that shows all of your open tickets.

 Tickets02.png
Tickets03.png
Each of the entries under the "Subject" column is a link that will open the Support request showing more details of the ticket.

 

 

Creating an Account

Setting up an account in the Trella Health Support/Help Center website is required if you want to view your Support requests online. Follow the steps below to create and account

  • Click on the "Sign in" link found at the top of every Help Center page
 Tickets04.png

A page will open that shows the interface displayed at right.

  • If you know your Support/Help Center account, enter your email address and password and click the "Sign in" button.

Two other options are shown in the next two rows.

If you have submitted Support requests in the past, click on the "Get a password" link (details below)

If you do not have an account, click on the "Sign up" link at the bottom of the panel. (details below)

 Tickets05.png

  • If you have submitted Support requests in the past, click on the "Get a password" link

A new page will open (shown at right)

  • Enter the email address you used in the past to submit Support requests
  • Click the "Submit" button

You will receive an email that includes a link to "Set a new password."

  • Click the link and enter a new password as instructed 
 Previous.png

  • If you do not have an account, click on the "Sign up" link at the bottom of the panel.

You will receive an email that includes a link to "Set a new password."

  • Click the link and enter a new password as instructed
 Tickets06.png

 

 

 

 

 

 

 

 

 

 

 

 

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