Support
Raise a ticket with GEN Health or OnlyScripts, track it to Complete, and answer the queue your linked clients send you.
Support is where a Provider Network Admin, Provider or Provider Delegate raises a ticket — with GEN Health or with OnlyScripts — and reads the requests linked clients have routed to the network.
Questions people ask about this page
Why are there two tabs?
Your Support Tickets is what you sent out. Incoming Requests is what linked clients sent to your network — you are the recipient and you answer them. Each tab shows its own count.
Which recipient do I pick?
GEN Health for platform behaviour, access, configuration, billing, integrations. OnlyScripts for a pharmacy or fulfilment problem tied to a specific patient and a specific prescription or order. Pick first — the topic list changes with the recipient.
Can I send a ticket to my own network?
No. A provider-network user gets exactly two recipient cards, GEN Health and OnlyScripts. Routing to a provider network is something a client does — that is what lands in your Incoming Requests tab.
The topic I need is not in the list.
The list is scoped to the recipient you picked. Pharmacy & formulary only appears under OnlyScripts; Technical issue / bug and Billing & payments only under GEN Health. Click Back and change the recipient, or use Other.
Submit Ticket did nothing and a red toast appeared.
Read the red toast — it names the missing field. An OnlyScripts ticket needs both a patient and a source record: Select the patient this OnlyScripts request concerns. then Select the prescription or order this request concerns. Every ticket also needs Subject is required., Description is required., and — for Provider Network Admins, Providers and Provider Delegates — Select a severity level before submitting., because Priority is mandatory for network roles.
My ticket says Response Requested. What does that mean?
Support has asked you something and is waiting. Open the ticket and reply in the thread. Older tickets store the legacy value Action Required and are relabelled to Response Requested on screen, so the badge and an exported value can disagree.
Is a ScriptSure problem an OnlyScripts ticket?
No. The OnlyScripts route resolves an OnlyScripts pharmacy record. ScriptSure issues go to GEN Health under Technical issue / bug or Account & access.
Where to find it
Left menu → Support. Direct link: /support. Visible to: Provider Network Admin, Provider, Provider Delegate.
Page heading: Support. Subtitle: Submit support requests and track updates from the GEN Health team.
What is on this page
| What you see | What it does |
|---|---|
| Incoming Requests tab | Tickets linked clients routed to your network, with a count. |
| Your Support Tickets tab | Tickets you raised, with a count. |
| Create Support Ticket | Opens the New Support Ticket wizard. On a narrow screen the label is New ticket. |
| Export CSV | Exports the current queue. The all-data option is labelled Export both queues. |
| Search box | Placeholder Search by subject, requester, account, topic, or patient... |
| Filters | All statuses, All topics, All priorities, All requesters, All accounts (incoming) or All recipients (sent), All assignees, and a date filter labelled Created. Every chip except Created is built from the tickets already in the queue, so an empty queue shows only Created — a missing filter means no ticket supplies that value, not a broken page. |
| Table columns | Priority, Subject, Requester, From (incoming) or Sent to (sent), Topic, Status, Assigned, Created, Updated. |
How to raise a ticket
Gather the evidence first
Open the affected visit, order, prescription, client, provider or integration and write down its exact status, its ID, and the exact error text.
Open the wizard
Click Create Support Ticket. The dialog New Support Ticket opens on Who is this ticket for?
Pick the recipient
Two cards. GEN Health — Platform account/access, configuration, billing, integrations, or other GEN Health support. OnlyScripts — Prescription/order status, pharmacy fulfillment, shipping, or OnlyScripts fulfillment matters.
Pick the topic
The next step reads What do you need help with? Pick a topic to get started. Only the topics that recipient handles are shown.
Attach the record, if the topic needs one
An OnlyScripts ticket asks for the patient first, then the prescription or order that request concerns. GEN Health topics never ask for a record — Prescriptions is not offered under GEN Health, so the pharmacy picker you may have seen elsewhere never appears for a provider-network user.
Write the subject
Subject *, placeholder Brief summary of the issue, up to 180 characters. Say what broke, not how you feel about it.
Write the description
Description *, placeholder Describe what happened, what you expected, and steps to reproduce., up to 5000 characters. The hint reads Include clear steps, expected behavior, and what actually happened. Give the page, the action, the expected result, the actual result, the approximate time, and the record IDs.
Set the priority
Under Priority, choose INFORMATIONAL / REQUEST, STANDARD / NORMAL, or CRITICAL / BLOCKER. This is required for every provider-network role, so the heading has no (Optional) suffix. Reserve CRITICAL / BLOCKER for care or business being blocked right now.
Attach redacted evidence
Under Attachments (Optional) — Add screenshots or files that help diagnose the issue faster. — use Choose files or drop them on Drag and drop files, or click to upload. Accepted: PDF, images including HEIC, DOC, DOCX, XLSX, TXT, CSV, MP4, MOV, WEBM, up to 10MB each.
Send it
Click Submit Ticket. The button reads Submitting…, or Uploading… while attachments go up. Back returns a step; Cancel abandons the ticket.
Which topics each recipient offers
| Topic | Description shown | GEN Health | OnlyScripts |
|---|---|---|---|
| Labs & results | Lab orders, results, or lab requirement issues. | Yes | No |
| Billing & payments | Payments, invoices, promo codes, or payment methods. | Yes | No |
| Account & access | Login, onboarding, profiles, forms, or permissions. | Yes | No |
| Technical issue / bug | Something is broken, plus integration, API, or data-sync problems. | Yes | No |
| Prescriptions | Prescription status, submission, or delivery questions. | No | Yes |
| Orders & fulfillment | Order status, shipping, or fulfillment problems. | No | Yes |
| Pharmacy & formulary | Medication availability, formulary mappings, or pharmacy fulfillment. | No | Yes |
| Other | A topic not covered above — tell us what you need. | Yes | Yes |
Tickets a client routes to your network arrive under Prescriptions, Visits & clinical care, Orders & fulfillment, Labs & results, Account & access or Other — that is the set a client sees when it picks a provider network as the recipient.
What to redact before you attach anything
Support will never need your password or a full secret key. If you attach one by accident, rotate it immediately and say so in the ticket.
- Crop screenshots to the area that shows the problem. A full-screen capture usually contains another patient.
- Remove passwords, API keys, payment-processor credentials, session tokens and signing secrets.
- Reference records by ID — order ID, visit ID, prescription ID — instead of pasting whole patient records.
- Remove unrelated patient information and anything from a browser tab that is not GEN Health.
- Do not paste a magic link or a one-time sign-in URL. It is a live credential.
Priority levels
| Priority | What it is for |
|---|---|
| INFORMATIONAL / REQUEST | Informational request, clarification, or non-blocking issue. |
| STANDARD / NORMAL | Standard issue that affects normal workflow but has a temporary workaround. |
| CRITICAL / BLOCKER | Critical blocker causing immediate operational or care disruption. |
The three cards are written in capitals on the form. The same value is shortened to Low, Medium or High in the queue's Priority column, and written out in full — Standard / Normal — in the CSV export. One ticket can therefore read STANDARD / NORMAL on the form, Medium in the table and Standard / Normal in the export. They are the same value. The all-capitals LOW / MEDIUM / HIGH spelling is Super Admin only and never appears in your queue.
Statuses you will see here
| Status | What it means | What to do |
|---|---|---|
| Submitted | Raised, not yet picked up. | Wait. |
| Processing | Support is working it. | Wait. |
| Response Requested | Support needs an answer from you. This is the only status where the ticket is blocked on you. | Reply in the ticket thread. |
| Complete | Resolved. | Nothing. Confirm the workflow really works before you move on. |
| Cancelled | Withdrawn. | Nothing. |
| Action Required | A legacy stored value. It is relabelled to Response Requested on screen, so an old row can export one word and display another. | Treat it as Response Requested and reply. |
| Any other word in the Status column | A custom status your tenant added. | Ask whoever added it what it means. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| Choose who this ticket is for first. | You skipped the recipient step. | Pick GEN Health or OnlyScripts. |
| Choose a topic first. | No topic selected. | Pick one from the topic cards. |
| Select the patient this OnlyScripts request concerns. | OnlyScripts tickets must resolve a patient. | Use the patient picker in the form. |
| Select the prescription or order this request concerns. | OnlyScripts tickets must resolve a source record. | Pick the record after choosing the patient. |
| Select a severity level before submitting. | Priority is required for Provider Network Admins, Providers and Provider Delegates — the heading reads Priority, not Priority (Optional). | Pick one of the three cards. |
| Description is required. | The description is blank. | Add one, up to 5000 characters. |
| You already have an active support ticket. | An open ticket already exists for this account and the flow allows one at a time. | Reply on the existing ticket instead of opening a second one. |
| Subject is required. | The subject is blank. | Add one, up to 180 characters. |
| Incoming Requests is empty: No requests yet. Requests routed to your team will appear here. | No client has routed a ticket to your network. | Nothing. It is not a fault. |
| No tickets match these filters. | A filter is still applied — often the Created date range. | Clear the filters and search again. |
| Support tickets could not be loaded. | The queue failed to load. | Reload. Do not assume an empty table means no tickets. |
| You filed a pharmacy problem to GEN Health and it stalled. | It has to be re-routed by hand. | Say so in the thread and raise the OnlyScripts ticket with the patient and record attached. |
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