1. Select the Submit a request button on the top or bottom of the page.

Note: If you're viewing from a mobile phone, click into the main menu (three horizontal lines on the top right corner) to see this button.

2. Enter information into the online form and submit it.

• If you sign in to the Help Center, you'll see more specific options in the online form.
• Providing more details will help Support staff troubleshoot your issue faster.

You can reach Support through chat.

 1. Go to the bottom right-hand corner of the web page.

2. Click the chat icon.

3. You will first interact with a bot; this will help route your question to a specialized agent.

4. You may be prompted to select the type of question you have and provide details before connecting to an agent. Select Chat with Agent to communicate directly with an agent.

5. If there is not an agent immediately available, you will receive an email confirming that a request (ticket) has been created, and an agent will reply as soon as possible.

6. Follow up via the request (ticket) form by signing in to the Help Center and clicking Requests.

For the best Help Center experience, sign up for an account if you have not created one already.

To sign up:

1. Go to Sign in at the top right corner of this website.

2. On the pop-up window, select Sign up at the bottom.

3. Enter an email address and password of your choice.

• Use the same email address that you use to sign up for electronic prescribing of controlled substances (EPCS) so that Support agents may verify your identity.
• Use the same email address that you provided your DrFirst Account Manager, if applicable.

4. You will receive an email asking you to verify your email and select a password. Once you have selected a password, your account is activated and you may log in.

5. Use your selected email address and password to Sign in for the first time.

This account will allow you to view your Support requests as well as the Support requests submitted by colleagues at your organization.

View all your Support requests any time by signing into your Help Center account.

1. Sign in at the top right corner of this website.

2. Underneath your name, select Requests.

3. Toggle through the tabs to see more information about your requests.

To comment on a solved request:

1. Sign in at the top right corner of this website.

2. Underneath your name, select Requests.

3. Under Requests, select the ticket you want to add a comment to, even if it is marked as Solved.

4. Submit a comment. This changes the status to Open and prompts Support to follow up with you about your request.

Once an agent replies to you, you will see the status change from Open to:

• Awaiting your reply, if a response from you is necessary. While the request is in Awaiting your reply status, the agent will attempt to contact you 3 times before marking the ticket as Solved.
• Solved, if the agent has completed your request. Requests marked Solved will automatically move to Closed after about 5 business days. Once closed, you may still revisit the content of the closed request.

Even though a request has been Closed, you may still create a linked follow-up request for Support.

1. Sign in at the top right corner of this website.

2. Underneath your name, select Requests.

3. Under Requests, select the closed ticket you want to follow up on.

4. Select the Create follow-up button on the bottom-right corner of the closed request.

5. Summarize your request. This prompts Support to follow up with you.

6. Once an agent replies to you, you will see the status change from Open to:

• Awaiting your reply, if a response from you is necessary. While the request is in Awaiting your reply status, the agent will attempt to contact you 3 times before marking the ticket as Solved.
• Solved, if the agent has completed your request. Requests marked Solved will automatically move to Closed after about 5 business days. Once closed, you may still revisit the content of the closed request.

Contributions are anything you have created, posted, updated, or reacted to in the Help Center.

To view your contributions:

1. Sign in at the top right corner of this website.

2. Underneath your name, select Contributions.

3. View your contributions: 

• Created: You may have created a ticket by submitting a Support request.
• Posted: You may have posted a comment on a Support request or an article.
• Updated: You may have updated the status of a Support request.
• Reacted: You may have provided a thumbs up or thumbs down on an article.

At the top of each article in the Help Center, select the Follow or Unfollow button to manage emailed notifications about updates to that article.

You may also select the Follow or Unfollow button at the top of a section of articles to manage emailed notifications about added articles or new comments in that section.