🥇Tips for a Great Help Request

A great help request means we can answer your question or resolve your issue much more quickly and with less back-and-forth. Here are some tips for ensuring your help request is a great one.

Include as much detail as possible, especially for a suspected bug

• How often is the problem occurring?

  • One time

  • Here and there

  • All the time

• What were you trying to do?

  • Provide a step by step description of what you did and any other information like the device(s) you were using.

  • Provide a detailed description of what was wrong or unexpected (e.g., "The session paused unexpectedly and I saw an error message that said XYZ" vs. "It didn't work")

  • What did you expect to happen?

• What have you tried to troubleshoot already if anything?

If the issue relates to a specific appointment(s), include the appointment ID

• The appointment ID can be found in the top left hand corner of the appointment details page.

Alternatively, you can send us the appointment details:

• appointment provider

• date and time

• type or reason

Please DO NOT share any personal health information (e.g., patient's name, personal health number, etc.) in your help request.

If the issue relates to a Mika AI Scribe session, we may need your permission to view details

Include permission for our team to view a deidentified version of the transcripts and notes for your Mika appointment if necessary when you make your help request.

This will help move things along more quickly while maintaining our stringent restrictions around data access.

Please remember that critical issues trigger a critical response from our team

• Only mark an issue as critical if you cannot access the app at all or are experiencing some other type of widespread outage or disruption.