Submitting clear, concise, and detailed support tickets via our support portal is the quickest and easiest way to get in contact with our Keona support team. Feel free to look through our Ticket Submission Best Practices guide below, and let us know how we can help you!


Getting Started

1. Visit support.keonahealth.com.

2. Please click SIGN UP in the upper right corner if you have not registered already.

 


3. Provide your full name and email address in the sign-up process.

 

4. Click on the New Support Ticket button on the home page once you have registered and/or signed-in.

 


5. The next screen will ask you for information regarding your support issue. Please be as specific as possible including providing any screenshots of error codes, patient IDs etc. This will help our team find and troubleshoot the issue quickly. 


Please be sure to fill in any of the areas with a red asterisk. 


Some additional items (if applicable) to include in the ticket for the fastest possible resolution:

  • What product are you using? (CareDesk, PSS, CareFlow issue, etc.)
  • If it's a CareFlow issue, what's the code? (You may find the code when you hover over the specific CareFlow)
  • The Keona URL you are accessing
  • Is the issue affecting a specific patient or all patients?
  • Encounter ID
  • Screenshots
  • Accurate problem description
  • Steps to reproduce the issue
  • What did you expect to see vs. what you did see?
  • What error message did you receive?
  • Please provide any integration details (EHR or PM system?)

Note: The use the Ticket Category drop-down menu to further specify your issue. Each category will have its own set of questions.



6.    You will receive a response from a Keona team member to let you know that we have received your ticket. If we have any questions, a member of the team will reach out. 

Thoroughness in your support ticket leads to quicker, more accurate resolutions, minimizes miscommunication, and ultimately improves the support process for everyone involved. 

  • Faster Resolution: Detailed tickets provide our team with the context they need to diagnose and address issues more quickly, reducing the back-and-forth communication.

  • Accurate Diagnosis: The more information you include—such as error messages, steps to reproduce the issue, and system environment—the easier it is for the team to understand the problem and find the right solution.

  • Preventing Miscommunication: Clear, specific details minimize misunderstandings, ensuring that support staff don’t have to guess what the problem is or what you’ve already tried.

  • Tracking and Analysis: Detailed tickets contribute to better tracking of issues and trends over time, helping teams identify recurring problems and improve the software.

  • Enhanced Collaboration: When multiple team members are involved, comprehensive information helps everyone stay aligned on the issue and the steps taken toward resolution.