🛠️ Introduction to CarePortal Support

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Estimated read time: 5 minutes

Overview

Whether you're tech-savvy or not, all of us can get turned around when navigating the ins and outs of CarePortal. If you're looking for specific data, think something isn't working right, or just need a reminder on how to do something, you can always submit a ticket to our support team. In this article, you'll learn how to submit tickets effectively — so we can address your questions as quickly and accurately as possible, and you can get back to serving children and families in your community.

Intended audience

All Users

Included in this article

Who is CarePortal Support?
What does CarePortal Support do?
What can I ask CarePortal Support?
How do I submit a support ticket?
What information should I include in a support ticket?

Who is CarePortal Support?

Here's who you'll be working with, based on your CarePortal Zone:

Southeast: Christina Nannie
Northeast + Southwest + Canada: Lydia Gough
West + Central: Mason Weber
Great Lakes: Kennedy Mendez

What does CarePortal Support do?

CarePortal is a Care-Sharing technology, and our team exists to help you use it. When you have a question about the platform, we're here to identify the problem and find a solution. Our goal is to help you navigate CarePortal with ease and confidence — so you can quickly move from your computer to the doorstep of a family in need.

We stay closely attuned to where users run into difficulty and bring those patterns to our development team to ensure improvements are meaningful and beneficial.

For a full breakdown of what happens after you submit a ticket, see Support Ticket Management.

What can I ask CarePortal Support?

You can ask us about anything related to the CarePortal platform. If you're wondering how to do something — or whether you can do it at all — we'll have an answer. We also welcome feedback and feature recommendations.

There are some questions we'll need to redirect. If you have a question about a specific family in need, only the Agency Worker who submitted the request has access to that information. Questions about other organizations or opportunities in your area are also outside our scope — we specialize in CarePortal, so general technology questions may be beyond what we can solve directly, though we'll always do our best to point you in the right direction.

We can almost always provide a next step, even if we can't solve the issue immediately — so when in doubt, reach out.

How do I submit a support ticket?

There are four ways to submit a ticket:

Support widget — When you use CarePortal online, there's always an orange Support widget in the bottom-right corner of your screen. Select it to see self-support options or to connect with us directly. Starting a conversation through the widget doesn't require you to stay on the page.
Email — Send a message to support@careportal.org.
Phone — Call us at 816-895-8608.

Once you've submitted your ticket, you can expect to hear back within one business day — though we most often reply much sooner. Our hours are 8:00 am–5:00 pm CST, Monday–Friday.

What information should I include in a support ticket?

We want to resolve any issues you encounter as quickly as possible. The more information you include upfront, the faster we can help — and the less back-and-forth we'll need. Here are a few tips:

Submit the ticket from the page that's causing the problem. When you submit a ticket through the orange Support widget, we can see which page you sent it from. If your question is about a specific request, include the request number too.
Include screenshots — or better yet, a screen recording.

Screenshots help us see details you may not realize are relevant. When you send one, make sure the URL bar at the top of your screen is visible — the problem can sometimes be found right there.
Describe what you were trying to do and what happened instead. Include the steps you took before the issue occurred, if applicable. The more context, the better.
Be specific about people, requests, and organizations. When referencing someone, include information that helps us locate their account. For example, instead of "one of our Church Responders," write "Jane Doe (jane@email.com)" — that way, we can pull up their account immediately.
For data requests, be as specific as possible. Our database holds a large amount of data. Clear parameters help us find exactly what you need. Consider: What entities? Active or inactive? What areas? What time frame? Any exceptions?

If you forget something or aren't sure what's wrong, that's okay — we'll ask for what we need as we go. CarePortal is a connecting technology, and our priority is to keep it connecting so you can serve your communities.

🛠️ Support Ticket Management

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