Since the most recent update I can no longer access the Ticket System. I was told in the past that I was supposed to be a Super User. How do you verify a user as a Super User? Is this a known issue? What can be done to resolve this issue and allow me access to the Ticket System?
BTW the menu option [Help > Submit a Ticket] opens a window to the following web address:
https://help.axxessweb.com/openid/login/1
This times out and redirects to the following web address:
I called the Support phone number (214) 575-7711 only to wait on hold for 10 minutes then be transferred to a Voicemail. This is another issue that leaves our agency (Axxess's Customer) with the lack of timely and effective support.
I was told that many other agencies are having this issue also.
I think it is time Axxess needs to stop whatever it's doing and refocus on what it determines is of highest priority. This could be the pivotal point that a lot of businesses face. One choice is to keep with the chaos (customer's perspective) and ignoring the needs of the customers, or to refocus the business and determine the priorities, goals and ethics the business is trying to achieve.
An example of this current issue is that the support line is busy and goes to voicemail after 10mins on the line. However, when the sales team is selected, the sales team answers the phone and is limited to the options they can offer for support.
I don't expect the Sales team to be able to fulfill the complete job scope as the Support team. The point is, the Support team should be available 24/7, or at least minimally during the hours of operation. As a customer, this is another let down from the Management team running Axxess.
I do hope these thoughts are taken very seriously. There is only a finite amount of patience that can be expended to reoccurring issues with software that are the result of unbalanced management.
We cannot access it either. Unfortunate that they cannot fix the system issue or at least answer the phone. I agree with post completely.
@Sharon If you want to talk to a person from their phone system, I pressed 4 for Sales. (Priorities - If this is the only department answering phones, I guess)
I spoke with Luke and he was very kind and helpful. If you reach anyone within the Sales department just remember they may limited in the Support options they are permitted to perform but they likely can pass the message to the Support staff or Management.
Also, remember Kindness sown = Kindness Grown.
Luke has been my only source of communication since the rest of the team including management has fallen by the wayside. They are in serious breach of contracting and failing to attempt to meet the needs of their clients will only continue to mount frustration. I have been in the Healthcare industry for 30 years and worked with dozens of software vendors. I like Axxess Home Health and feel it was the better of many software systems out their in several ways. However it has seriously taken a turn for the worse. I am disappointed because it does have the capability of doing GREAT things if they hired the right people. Good luck to all!
It would appear that the Ticket system is back up. I had received a flood of emails about tickets recently closed and now I can log into the Ticket system.
The drop down menu option for [Help > Submit a Ticket] did route me to a Axxess page that required an additional log-in, but it worked.
@Sharon Give it a try
any other updates?
@Nancy Looks like the Ticket system is broken again. :(
I was getting a flood of emails for every ticket that I had opened on their system. That's more than 100 tickets spanning 2 years. It seems like what ever system Axxess has hosting the Ticket system database cant keep up, or it could simply be sloppy programming.
Any progress on your side?
Ticket system is up today.