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Using the Case Management tool to get help from the iCarol Support team

In June of 2014, we updated the online case management system in iCarol and requested that our clients use this system to submit questions, requests and issues to the iCarol Support Team, rather than sending an email. While sending emails to the Support team is still permitted, submitting cases via the online case system has these benefits:

-Correctly attributes the case to an authorized Admin at the client Agency
-Ensures that clients are prompted to provide all details necessary to address the inquiry
-Keeps all communication, including past cases, in one place for easy reference
-Provides better information to our support team which will lead to improved response time and quality to the client

Choosing who can submit cases

In order to use this tool, you will need to indicate who is a designated support contact at your agency. Two people can be set as support contacts, but this can be extended to five via a request to the support team. To set the designated support contacts, an Admin should follow these steps:

- Click Admin Tools in the left hand menu
- Click the Contacts tab
- Use the drop-down menus in the Support contacts section to choose a name
- Click the Save settings button at the top of the screen

We highly recommend that you consider an internal process whereby a small number of Admin users (between 2 and 5) are set as designated support contacts, and all iCarol questions, requests and issues are forwarded to these Admins first. You will likely find that some of the questions, requests or issues can be addressed without the need to escalate the issue to the iCarol support team. For example, it may be that someone just forgot how to complete a particular task in iCarol, and the Admin can provide instruction. If the Admin cannot answer the question, fulfill the request or address the issue, they can then submit a case to the iCarol Support Team using the online case management system.

To submit a case, follow these steps:

- Click Help in the left hand Menu
- Click the third link at the top of the Help screen, which states “Cases – Contact the iCarol Support Team”

iCarol help page

You will be presented with this screen:

iCarol Case Managememt Page

At the top, you will see a blue circle with a question mark; click on this for answers to common questions about the case management system. On the right hand side of the screen, you will see three filters; Open, Closed, and All. You can use these filters to filter which cases will display on the screen. You will also see an Export to Excel icon at the bottom of the screen. You can click on this icon to export the list of cases you have displayed on the screen.

To create a new case, simply click the “Create new case button”. Please note that this button will only appear for those Admins who have been set as the designated support contacts. However, all Admins in your system can access the case system, and can read all the cases that have been submitted to iCarol either through the online case system or via an email to the Support team. Your screen will look like this:

Enter a case

To begin, choose a reason for your case from the drop-down menu. The help tip provides definitions for all options in this list to help you choose to most appropriate one. Once you choose a reason, you will be presented with a second drop-down menu, to select the feature affected, or, said another way, the feature your case refers to. Here is what the screen looks like with both the reasons and feature affected drop-down menus displayed, and with selections made:

4 Case reason and feature

Depending on which option you chose as your “reason”, you will be presented with a number of text fields to fill out. Here is what your screen will look like when you choose “Not working as expected” as your “reason”:

5 Case description and detail

Just as in other places in iCarol, red asterisks indicate required fields. Please fill in the text fields with as much detail as you can regarding the question, request or issue you are submitting. Also, screenshots or other documents that illustrate the issue or provide further detail or explanation about your question or request are extremely helpful. You can attach up to five documents to your case via the “Attachments or screen shots” section at the bottom of the case submission screen. Please note, you cannot paste screen shots into the text fields on the case submission screen. They must be saved as a document onto your computer, and then attached to the case. The more detail you provide when submitting a case, the easier it is for the support team (and technical team, if the case relates to a technical issue) to understand your case, complete a thorough investigation, and reply in a timely manner. If we require further details, this might delay resolution of the issue as we gather additional details from you.

Replying to Cases

Once a case is created using our Case Management tool, you’ll find that members of the Support team will respond with updates, or to ask you questions. In addition to these updates appearing in the Case in the Case Management tool, you’ll also receive these responses via email. It is okay to reply to these responses via email. You can also return to the tool and respond there. If you need to add an attachment, please return to the tool and use the directions described above to add the attachment. Placing screen shots into an email will result in our team not receiving those attachments, and it will delay the response and progress we can make on working on your case.

Call Report changes

If you would like to request some call report changes, please note that as of November 10, 2014, Admins can now access a vastly expanded tool to make these changes themselves. We encourage Admins to learn how to use this tool and to make call report changes themselves. If you would prefer the iCarol Support Team make these changes, please submit a case via the online case submission tool and choose “Settings, configuration and form changes” as your “reason”, and “Call report – Edit form” as the “feature affected”. These selections will cause your screen to look like this:

6 Call Report edits

If you click the highlighted drop-down menu, you will find a list of your call reports. Choose the call report you would like to make edits to. You will then be presented with additional drop-down menus where you can choose the exact Category, Group and Field you would like to edit. You will also be given a text field to type in specific instructions about the edit you want to make. When you have finished outlining the edit you want made, you will click the “Append request to this case” button. You can then add another request, again using the drop-down menus to indicate very specifically the call report, category, group and field. This is what a call report change request might look like:

7 Call report edits.2

If you have a large list of edits to be made, you can also attach a document that outlines these changes. We request that the document include the same specifics that the case submission tool does, namely, that you indicate clearly which call report, categories, groups and fields need to be edited.

As always, if you have any questions, please do not hesitate to contact the support team!


Carmen Lovas

iCarol is your helpline software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more...

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