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Get help from the OneTerp team
Start a request from any help article or from Help & Support, then follow each request in its own conversation with the OneTerp team.
If a help article does not answer your question, write to us. Every request you open is tracked on its own, with its own status and its own conversation, so two or three requests at once never get mixed together. When we reply, or when we mark a request resolved, you get a notice in the app and an email. Both open that request. The email never includes what anyone wrote, so your conversation stays inside OneTerp.
Step by step
- 1At the bottom of any help article, under "Still need help?", click "Contact support". The form opens prefilled with the article you came from. You can also open Help & Support directly and click "New request". Agency staff can click "Open support ticket" in the top right corner of Home, which opens the same form.
- 2Give your request a subject, pick a category (bug, question, billing, feature, or other), describe what you need, and add screenshots if they help.
- 3Click "Send request". It appears in your list of open requests with an Open status.
- 4When we reply, the request is marked "OneTerp replied". Click it to read only that request's messages, and answer in the box at the bottom. Your reply goes to that request.
- 5Watch each request move from Open to In progress to Resolved as we work on it. When we resolve it, you get a notice and an email that open that request. If you still need help, reply to it and it reopens. For a new problem, click New request instead.
Tips
- Resolved requests are folded away under “Resolved”. Click it to look back at one.
- Prefer everything in one chat? Click “All messages” at the top of the list.
- Inside an open request, two buttons at the top change how message bubbles look: "Easier to read" or "Colorful". The same choice applies in your inbox.
- Interpreters also find OneTerp Support in their Inbox, next to their agencies and mentoring partner, with a "+ New request" button to start a new one.
- You can unsend a message within five minutes if you sent it by mistake. It is replaced with “Message removed”.
- Never include patient or consumer health information (names, dates of birth, diagnoses). Describe the issue with initials or a job reference instead.
- Sign in first. Your conversation is tied to your account so you can follow it on any device.
- When something goes wrong, the red pop-up message stays on screen until you close it with the ×, so you have time to read it or copy it into a request. Other pop-ups still fade on their own after a few seconds.
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Still need help?
If this article didn't solve it, submit a ticket and the OneTerp team will follow up.
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