> For the complete documentation index, see [llms.txt](https://docs.mdintegrations.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mdintegrations.com/partner/troubleshooting/support-channels.md). # Support Channels Get effective support for onboarding, configuration, and integration issues. Use your partner Slack channel for support during onboarding and ongoing integration work — it's the primary place to reach the team for anything that comes up along the way. Contact the team for: * Sandbox or Live credential provisioning * Intake-form requests or questionnaire changes * Pharmacy integration testing support * Questions not covered by the documentation ### In-app support Alongside Slack, the Partner Portal has two built-in support channels: * **FAQ** — a searchable library of answers to common questions about your account and integration, available directly in the control panel. * **Tickets** — if the FAQ doesn't cover your issue, raise a support ticket from within the app and track its status until it's resolved. Use whichever fits the situation: the in-app FAQ for quick self-serve answers, Tickets when you want a tracked record of an issue, and Slack for real-time back-and-forth with the team. ### Prepare your team Add your technical owner and required admin users to the partner Slack channel rather than routing everything through a single contact — relying on one person creates a bottleneck the moment they're unavailable. Keeping the channel staffed with the right people also gives both teams the shared context they need to resolve questions quickly, since there's less time lost re-explaining background on each new thread. ### Include the right context Include these details in each support request: * The environment: Sandbox or Live * Relevant request, Patient, Encounter, Offering, or order IDs * Expected behavior and actual behavior * The time the issue occurred and its timezone * Steps that reliably reproduce the issue {% hint style="warning" %} Do not share protected health information, API credentials, webhook secrets, or authorization values in Slack. {% endhint %} ### Before escalating Check the common resolutions first, since many issues turn out to come from environment mismatches or incomplete configuration rather than anything deeper. If the issue is urgent and affecting Live traffic, say so explicitly — state that production traffic is affected and share the relevant identifiers so the team can prioritize accordingly. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.mdintegrations.com/partner/troubleshooting/support-channels.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.