For AbbaDox employees
Support Request Training
For AbbaDox employees
Support Request Training
A complete, click-through walkthrough of the AbbaDox support process — built to use live with a client, on a screen share or in person, to show them exactly how it works.
There are three ways in, depending on whether the client already uses CareFlow.
Log in to AbbaDox (CareFlow), click the ? icon top right. Contact details fill in automatically.
Once invited, sign in directly to follow and reply to requests, or start a new one.
Use Request access on the support guide. We verify the person against their organization first.
Only someone with the Administrator or Support role in CareFlow sees it. Their own organization’s administrator grants that role, in CareFlow under Settings → User and Role Assignment — we can’t grant it from our side.
The first time someone submits a request from CareFlow, the form asks them to confirm an email for Customer Portal login. Once they submit, we send an invitation to that address. From then on they can sign in directly — no need to go back through CareFlow every time, though CareFlow is still the fastest path for most clients since their details are already filled in.
Use Forgot password on the sign-in screen with the same email the invitation went to. There’s no separate "request a new invite" step — resetting the password is enough once someone has an account.
Each person signs in with their own email. If the organization has Organization view turned on, everyone with access also sees each other’s requests, not only their own — worth mentioning to clients with more than one point of contact.
This is a working copy of the real tool’s screens, step by step. Click through it together with the client — pick a real example that matches something they’ve actually needed help with, so it feels concrete rather than hypothetical.
ABX-261027-7XWG, with buttons to copy the confirmation or submit another request.What happens behind the scenes, and what the client actually sees.
A "Ticket received" confirmation email, with the same reference shown on screen.
The request is routed to the right team and given a priority, based on the product, topic and request type chosen.
We follow up by email with questions or updates. We’re steadily adding more automatic status emails as the pipeline matures.
The request and its full history are visible in the Client Portal, whether or not an email ever arrives.
Everything a client needs to follow up without opening a new request.
Sign in to the Client Portal (from CareFlow: the ? icon, then View & update your company’s requests). My view shows their own requests; Organization view, where enabled, shows their colleagues’ too. They can search by reference number or subject.
Either open the request in the Client Portal and reply under the conversation, or reply to any email about that request directly — keeping the subject line intact, since the reference number in it is what routes the reply to the right place.
Once resolved, a reply saying so is enough — our team closes it on our end. If the same issue comes back, reply again rather than opening a new request; that keeps the full history in one place.
What to say when something looks like it’s not working, during a live session.
The deeper questions that tend to come up once a client has used the process once or twice.
A script and checklist for walking a client through this for the first time — on a call, a screen share, or in person.
Frame it as faster service, not a new hoop to jump through:
"We’ve moved to a guided request form so your questions get to the right person faster, with less back-and-forth. I’ll walk you through submitting one now, and show you where to check on it afterward — it takes about five minutes."
Use the Try it section above, screen-shared if possible. Pick something the client has actually needed help with recently, so the walkthrough produces a realistic example rather than a throwaway one. Narrate each step as you go — especially + Add another and the CC option, which clients miss on their own most often.
| Client asks | Say |
|---|---|
| "Why can’t I just email you like before?" | Email still works during the transition, but the form gets your request to the right team faster because it asks the right questions up front. |
| "Is this going to put me on a mailing list?" | No — submitting a request never adds anyone to a marketing list. |
| "Can my coworker see this too?" | Only if you CC them, or if your organization has Organization view turned on in the portal. |
| "What if it’s urgent?" | Choose System down or major outage as the request type — it’s prioritized automatically, and it’s the one option available even without signing in. |
| "How do I know you got it?" | A confirmation email arrives within a few minutes, and it’s visible in the Client Portal right away. |