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Continuud Help Desk

We’re here to help you get the most out of our platforms! If you encounter any issues or have questions, our friendly Continuud Help Desk is ready to assist. Below you’ll find all the information you need to reach out to us for support.

Email Support

To ensure we can assist you quickly and securely, please follow these guidelines when submitting a support request:

Send from Your Organization’s Email

For security reasons, requests must come from an email address associated with your organization.

Include Essential Details

    • Subject Line: Briefly describe your issue, e.g., “Trouble resetting password” or “Status won’t update”.
    • Type: Specify the nature of your request:
      • Question: If you have a query about using a feature or workflow.
      • Service Issue: If you’re encountering a bug or obstacle.
      • Critical: If the platform is completely unusable.
    • Description: Provide a detailed account of the issue, including:
      • Frequency of occurrence
      • When it started
      • Impact on staff and clients
    • Links: Include URLs of affected pages.
    • Attachments: Attach screenshots or relevant files if applicable.

Our team processes requests on a first-come, first-served basis and aims to resolve issues as swiftly as possible. You’ll receive a confirmation once your ticket is received, and we might reach out for additional details to help resolve the issue.

Example Support Request
To
support@continuud.com
Subject
Trouble Adding Client
Email Content

Type: Service Issue

I am having trouble adding a new client to the platform. When I go to Manage Clients and click the Add Client button, the new client form opens but there’s no button to submit the form. It looks like clients can create new profiles from the Client View, so this only happens when staff try to create a client. Can you take a look?

Links: example.com/manage/clients

Attachments
screenshot-client-profile.png

Phone Support

If you prefer speaking to us, phone support is available by appointment. Please email us with details of your issue and request a phone support session. A technician will follow up to schedule a call.

Direct Communication

For the fastest resolution, please start by emailing our support team. Directly contacting individual staff members may slow down the process, as they will need to create a support ticket on your behalf.

We appreciate your cooperation in following these guidelines to help us serve you better. Thank you for choosing Continuud!

Support Availability

Monday – Friday, 9:00 am – 5:00 pm EST

Help Desk Email

support@continuud.com

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