Our New Help Centre

Article author
Matthew Russell
  • Updated

What is the context?

The Cority Community is now your central hub for all Meddbase support needs. It offers enhanced search features to help you quickly find relevant documentation, answers to questions, software how-to articles, and useful tips and tricks. Support ticket submission is easier than ever, with intuitive, guided forms that proactively recommend solutions as you type. You'll also find the latest news and updates, as well as information on upcoming events. For customers with training allowances included in their contract, the Community also provides a simple way to request training sessions.
 

What is the purpose of the article?

The purpose of this article is to show you where the new Helpdesk is located, how you can raise a ticket, search our knowledgebase, and some of the other features that will be available soon.


We've also included a link to our webinar below, where we walk you through the sections above in real time: 


 

How to Login to the Cority Community

  • Cority Community can be accessed through the following URL: https://uc.cority.com/s
  • Once the new window opens you should select 'All other Cority Users' from the available options. 

  • This will bring up the login page.

  • Here you will need to enter the email address you use to enter our current helpdesk, which is likely to be your work email, followed by your password.
  • If it is your first time accessing the community, select 'Forgot password' and an email will be sent to your address with instructions on how to set up your new password. 

Searching the Knowledgebase

Our knowledgebase articles previously located in this helpdesk, have moved and can now be found using the Community search tool. There are multiple ways you can search through the available product documentation and Knowledgebase on 'The Community' and we have listed a key example below.



Homepage Search

  • Type in your query or question in the search bar on the centre of the Homepage
  • This will bring up a new page with all the associated filters you can use to refine your search
  • Once you have found the article you are looking for, simply click on it and it will open a new tab in your browser where you can review the information. 
  • On the new Tab, you will now also be able to search directly through the full Meddbase Knowledgebase, either using the search bar at the top of the page or by exploring our article groupings on the left of the screen.

Submitting a support request via the Cority Community

To submit a support request you will need to:

  1. Click on the Contact Support option on the main menu across the top of the page.
  2. Click Submit a Ticket.
  3. Select Meddbase from the drop down.
  4. Select the appropriate form for your query. 

Requesting help for meddbase through cority community.gif

 

 

As you type your query into the form, the community will scour the knowledgebase for articles that match the information you have provided helping you resolve your issue faster. 

 

Tracking your requests in the Community 

You can find further details on tracking your requests and what each ticket status means in this article here.

 

Accessing CAP and Requesting Training

If you have a training allowance as part of your Meddbase package you will now be able to request training by raising a CAP request. 
 

CAP stands for the Cority Advantage Program, where your training allocation has been aligned to. To do this you can follow these steps:  

  • Once logged into the User Community, navigate to the CAP (Note: if this tab is not visible to you, you will need to request access from your Customer Success Manager):

  • Here you will find a list of your CAP agreements (both currently active and previous). This list view indicates how many total hours were purchased for the period, as well as the start and end dates. To submit your request and view more information, click on the CAP Name of your Active CAP agreement.

  • View the start date and end date for the current CAP period, total hours for the contract period (Budget Hours), and total hours that have been used (Worked Hours - this field is updated daily).

  • Below this information is the list of requests submitted under the current CAP budget. Requests which are currently in progress are listed under “CAP Requests - Open”, while closed requests are listed under “CAP Requests - Closed”. The status of each request is maintained by the CAP admin team and the consultants assigned.

Note: to view the status of CAP tickets raised prior to your current active CAP term, navigate to any of your Previous CAP agreements via the CAP landing page.

  • To submit a CAP request, click on the Submit New Request button in the top right-hand corner.
  • If you would like to receive an up-to-date report detailing the hours used per ticket under the current CAP term, click the Request CAP Usage Report. This will email you an export of hours used under the current CAP budget within ~10 minutes.
  • Adjacent to this, there is a button for CAP Help – this can be used for general CAP agreement questions.
  • Lastly, for a point of escalation regarding service concerns, please utilise the Contact CAP Director button.

  • In the CAP request submission form, you’ll need to identify which Platform Engine and associated Component with which you require assistance, as well as a description of the request. Your email address will populate automatically. Once the fields have been populated, click Continue.
  • You will then have an opportunity to attach a file to your request if applicable. You can either click Upload Files to include an attachment or click Continue to skip this step.
  • Then, a confirmation message will be shown:

  • Once you’ve clicked Finish, the new CAP request will be visible in the CAP Requests list, and you will receive an email confirming your request has been successfully logged (this will include a summary of the information provided in your submission). Example:

  • Once we have received your request, a ticket will be raised, and a consultant will be assigned to address your request. The assigned consultant will reach out to you directly within 2 business days.

Other Features - Watch this Space!

You may have noticed other features on the community homepage such as:

  • Learn & Discuss
  • Ideas
  • Upcoming Events
  • Cority Academy
  • Updates to CAP

These resources aren’t quite ready for Meddbase customers yet, but we’re working hard behind the scenes to have them available later this year.