Surgery Connect Help

This guide takes you through the following;

<a href="#h_1d9b1a2e8e">Accessing the Support Portal</a>

<a href="#h_e2e9eb3caa">Support Portal Landing Page - An explanation</a>

<a href="#h_c8fe5b0ff5">Viewing your Tickets</a>

<a href="#h_c4e4ed13e2">Raising a Support Ticket</a>

- Finding the MAC address of your Deskphone

<a href="#h_31904e199c">Service Status Updates</a> - Support Portal

<a href="#h_1efb77cf97">Service Status Updates</a> - Help Centre

Quick links to <a href="#h_0f5d396c4c">Additional Resources</a>

- <a href="#h_1d9b1a2e8e">Accessing the Support Portal</a>
- <a href="#h_e2e9eb3caa">Support Portal Landing Page - An explanation</a>
- <a href="#h_c8fe5b0ff5">Viewing your Tickets</a>
- <a href="#h_c4e4ed13e2">Raising a Support Ticket</a>
 - Finding the MAC address of your Deskphone
- <a href="#h_31904e199c">Service Status Updates</a> - Support Portal
- <a href="#h_1efb77cf97">Service Status Updates</a> - Help Centre
- Quick links to <a href="#h_0f5d396c4c">Additional Resources</a>

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Log in to Surgery Connect - <a href="https://sso.x-onweb.com/" target="_blank" rel="nofollow noopener noreferrer">sso.x-onweb.com</a> - with your NHS email address and Surgery Connect password

Don't forget - if you are already logged into a Surgery Connect console, you can navigate to any other console quickly by using the Menu, next to your initials

1. Log in to Surgery Connect - <a href="https://sso.x-onweb.com/" target="_blank" rel="nofollow noopener noreferrer">sso.x-onweb.com</a> - with your NHS email address and Surgery Connect password
 
 
 
2. Select the Support Portal
 
 
 
3. Don't forget - if you are already logged into a Surgery Connect console, you can navigate to any other console quickly by using the Menu, next to your initials

<a href="#h_b05cf6e26d">Back to Contents</a>

Support Portal Landing Page - An Explanation

Through the Landing Page you can access Online Help, see the current System Status, go to our Webinars and training resources and Raise a Support Ticket.

Click on Still Need Help? to access the Support Portal

To view your current support tickets select Load Tickets

Your open and closed tickets will now display, click on the ticket (Subject) to open and see the detail and any updates

1. Click on Still Need Help? to access the Support Portal
 
 
 
2. To view your current support tickets select Load Tickets
 
 
 
3. Your open and closed tickets will now display, click on the ticket (Subject) to open and see the detail and any updates

Once you have Loaded your tickets you need to select + New Ticket

Add a Subject - keep this brief but descriptive

Enter a detailed description of the problem you are having

Other useful information to include; what you were last doing when the problem occurred, what version of Surgery Connect you are using and screenshots

If it is a hardware problem you can identify specific phones with their MAC address

Attachments can be added to help identify the problem, select Choose File and upload attachments directly from your PC

Once you are happy with all of the details provide click Submit Ticket

You can check the progress of you Ticket through the support portal, and you will also be notified via email of any updates

1. Once you have Loaded your tickets you need to select + New Ticket
 
 
 
 
 
2. Add a Subject - keep this brief but descriptive
 
 
 
 
3. Enter a detailed description of the problem you are having
 
 
 
 
 
 Other useful information to include; what you were last doing when the problem occurred, what version of Surgery Connect you are using and screenshots
 
4. If it is a hardware problem you can identify specific phones with their MAC address
 
 
 
5. Attachments can be added to help identify the problem, select Choose File and upload attachments directly from your PC
 
 
 
6. Once you are happy with all of the details provide click Submit Ticket
 
 
 
 You can check the progress of you Ticket through the support portal, and you will also be notified via email of any updates

When you have logged into the Support Portal on both the Landing Page and the Support Portal itself, you will see the Service Report Notification at the top of your screen

Click on the banner to expand for more information

1. Click on the banner to expand for more information
    


Click on the Help icon to open the Help Centre

1. Click on the Help icon to open the Help Centre
 
 
 
2. Scroll to find the Service Status

<a href="https://help.x-onweb.com/en/collections/2155-surgery-connect-webinars">Surgery Connect Webinars Collection</a>

<a href="https://help.x-onweb.com/en/collections/2154-training-resources">Training Resources Collection</a>

<a href="https://help.x-onweb.com/en/">Help Centre</a>

- <a href="https://help.x-onweb.com/en/collections/2155-surgery-connect-webinars">Surgery Connect Webinars Collection</a>
- <a href="https://help.x-onweb.com/en/collections/2154-training-resources">Training Resources Collection</a>
- <a href="https://help.x-onweb.com/en/">Help Centre</a>

Webinar showing you the Support Portal, how to raise a ticket and the Service Status.

Step by step guide

Accessing the Support Portal

Support Portal Landing Page - An Explanation

Viewing your Tickets

Raising a Support Ticket

Service Status Updates - Support Portal

Service Status Updates - Help Centre

Additional Resources