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Submit a Support Request

Support requests can be submitted through the Help Center or by email to address issues with Patient360, clinical queries, lab ordering and results, or general API functionality. All requests are routed to the Client Success Services (CSS) team and tracked in the ticketing system.

Before You Begin

Make sure you have access to your organization's Client Support Portal account. If not, contact your account administrator or your Client Success Manager (CSM).

To submit a support request

  1. Go to the Help Center at https://customer.support.healthgorilla.com/servicedesk/customer/portals
  2. Click General, and then click Technical support.
  3. Fill out form and include any of the relevant Required Information listed below.
  4. Click Create. A ticket is created and the Health Gorilla Support team is notified about your request. You can track ticket updates through the portal.

Required Information

Depending on which solution you want help with, include the following information.

Lab Orders

  • Your tenant or facility name
  • Name of the lab
  • Lab reference ID
  • Date the order was submitted
  • Ordering provider name or NPI
  • Description of the issue
  • If the order was not placed under your account, include the associated client or organization name

Lab Results

  • Your tenant or facility name
  • Accession number (if available)
  • Lab reference ID
  • Date the result was reported
  • Ordering provider name or NPI
  • Description of the issue
  • If the order was not placed under your account, include the associated client or organization name
  • Description of the issue
  • Any identifiers needed for investigation (screenshot, MSH values, etc.)
  • Associated client or organization name (if applicable)

Patient360 or Clinical Query Issues

  • Tenant or facility name
  • Patient’s Health Gorilla ID
  • Organization you expected data from (if known)
  • Date and time of the query
  • Method used to initiate the query (UI or API)