ionWhether you're new to Actionstep or you're an experienced pro there may be times when you need a little assistance. Below you will find support hours, phone numbers, and some tips on submitting support requests.
If your practice is working with one of our Certified Consulting Partners (CCP) please contact your consultant directly for assistance and support.
Support Hours and Call Routing:
Actionstep has support teams located in the United States and New Zealand. Our hours are as follows:
US and Canada - (800) 257 4042 option 2
US Business Hours are 8am - 5pm EST / EDT (UTC -5:00 / UTC -4:00)
New Zealand - (09) 379 3939
New Zealand Business Hours are 8am - 6pm NZST
Australia - (2) 8011 3682
Australasian Business Hours are 6am - 4pm AEST
United Kingdom - (44) 203 519 7127
UK Business Hours are 8am - 5pm GMT
I'm currently a trial user. Am I entitled to support?
Absolutely, we know how hard it is to wrap your head around a new practice management system and we're here to help. We only ask that you contact your sales representative directly for support. Soon after starting a free trial you should receive an email at the address you used to sign up. This email will contain your sales representative's contact information and a quick welcome to the program. If you don't see this email just contact support and let us know that you're a new trial customer.
When should I submit a ticket?
Submitting a ticket is one of two ways to contact support directly. If you prefer to speak over the phone feel free to reach out to us on our support line. If your queries require us to do research or testing on our side before we can give you a definitive answer we will collect all the information we think is necessary over the phone and then compile it into a ticket. If we can't resolve the issue while we have you on the phone we will let you know and get back to you as soon as possible. The last thing we want is for you to be tied up for an extended period of time while we work on an issue.
Here's a list of a few reasons you may need to submit a ticket:
-Database Backup Requests: since these typically take us a few hours to prepare for you so it's usually easiest to request it via support ticket. Once the backup is created we will email you the files and arrange a time to provide you the password over the phone (we do this for security purposes).
-App Store Installation Requests: some apps in our app store will direct you to contact support prior to install. If you send us a quick ticket and let us know the app you're trying to install we'll respond with an installation link and you will be able to hit the ground running.
-Request for instructions on performing a task: sometimes, even after going through training and reading the User Guide, you may need a little more help to wrap your head around an aspect of the program. That's fine! Just let us know what's giving you trouble and we'll help you out. Sometimes this will entail step-by-step instructions, a quick video or article we think you may have missed, or a suggestion for training that we think you may find helpful.
-Request for professional services: did you know that we offer one-on-one trainings, data imports, and custom templates for our customers? Feel free to reach out to our support team for more information or quotes for professional services.
-Issues within the program: if at any point you feel like the program isn't functioning correctly or you get an unexpected error please feel free to reach out to support so that we can help you resolve the issue.
I have a few suggestions for product improvements. Where should I direct these?
We love feedback from our customers. Actionstep has an awesome development team continuously working and imagining new ways to improve our software and your productivity. Feedback is a crucial element of this process. Our User Voice forum allows customers to post and vote on ideas for the program.
How do I submit a ticket?
You can submit a support ticket by selecting the Help Menu in the top righthand corner of your screen and choosing the "Create Support Ticket" option. 
Here you can submit a header, description, and attach a screenshot or screencast. The more information you provide initially the less likely it will be that we'll have to come back to you with questions. If you're contacting support to report an issue it can sometimes be difficult to identify what the support team needs to know. Here are a few things that we consider when trying to identify an issue.
-Is this affecting a single individual or all users?
-Are you able to preform this task when you open Actionstep in another internet browser?
-Are you getting an error message? Providing a description or a screen shot of the error can help us to troubleshoot your issue.
-Does the error message mention a permission or setting? If so it may be helpful to speak to one of your database administrators first to make sure this issue isn't the result of a recent change.
-What steps led up to your issue? Explaining the steps you took to get where you are can help the support team narrow down the part of the program that's causing an issue.
These aren't mandatory fields. Provide as much information as you think seems relevant. We will reach out if we have any questions.