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Getting Support

This page provides information on how to get help with the HFIM Admin Panel, including contact information, support hours, and troubleshooting resources.

Quick Help Resources​

Before contacting support, try these self-service options:

📚 Search This Documentation​

Use the search bar at the top of any page to find answers quickly. Try searching for:

  • Specific features ("cache", "variations", "prompts")
  • Error messages (copy and paste the exact error)
  • Actions you want to perform ("how to edit", "how to filter")

❓ Check the FAQ​

The Frequently Asked Questions page covers common issues and questions, including:

  • Login problems
  • Cache management questions
  • Conversation filtering
  • Prompt editing guidance

📖 Browse by Section​

Use the sidebar navigation to explore documentation by feature:

📝 Glossary​

Look up technical terms in the Glossary for clear, non-technical definitions.

Contact Information​

Email Support​

Primary Contact: support@uga.edu

When emailing support, please include:

  1. Your UGA email address - For verification
  2. Subject line - Brief description of your issue
  3. Detailed description - What you're trying to do and what's happening
  4. Steps to reproduce - What you clicked or typed before the problem occurred
  5. Screenshots - If applicable (see instructions below)
  6. Browser information - Which browser and version you're using
  7. What you've tried - Solutions you've already attempted
Email Template

Use this template for faster support:

Subject: [Admin Panel] Brief description of issue

Body:

  • Name: Your name
  • Email: your.email@uga.edu
  • Issue: Detailed description
  • Steps: 1. I clicked... 2. Then I saw... 3. Error message appeared...
  • Expected: What you expected to happen
  • Browser: Chrome 120 (or Firefox, Safari, etc.)
  • Tried: List what you've already attempted

Support Hours​

Standard Support:

  • Monday-Friday: 8:00 AM - 5:00 PM EST
  • Response Time: Within 1 business day
  • Closed: Weekends and UGA holidays

Urgent Issues (system down, security concerns):

  • Call UGA IT HelpDesk: (706) 542-3106
  • Available 24/7 for critical issues
Response Expectations
  • General questions: 1 business day
  • Login/access issues: Same day (if submitted before 3 PM)
  • Bug reports: 2-3 business days for investigation
  • Feature requests: Acknowledged within 1 week, implementation timeline varies

Getting Help for Specific Issues​

Login & Access Problems​

Cannot log in or forgot password?

  1. First, try: Troubleshooting Login Issues
  2. If that doesn't work, email support@uga.edu with:
    • Your UGA email address
    • Error message (if any)
    • Date/time of last successful login

Need admin panel access?

  1. Contact your program coordinator first (they approve access requests)
  2. If approved, they'll forward your request to IT support
  3. You'll receive credentials via email within 2 business days

Learn more: Login & Security

Cache Management Questions​

Need help with cache entries?

  1. Start with: Cache Overview
  2. For specific tasks:
  3. Still stuck? Email support with:
    • Cache entry ID (if applicable)
    • What you're trying to accomplish
    • Screenshot of the issue

Conversation Review Issues​

Problems viewing or filtering conversations?

  1. Check: Viewing Conversations
  2. For feedback-related questions: Filtering Feedback
  3. Email support if conversations won't load or display incorrectly

Prompt Configuration Help​

Need guidance on editing prompts?

  1. Read first: Prompt Best Practices (important!)
  2. Learn the process: Editing Prompts
  3. For major changes, consider:
    • Discussing your goals with your program coordinator
    • Testing in preview mode first
    • Reviewing Hot Reload to understand impact
Prompt Changes Affect Live Chatbot

System prompt changes take effect immediately. Always preview and test before saving!

How to Take Screenshots​

Screenshots help support staff diagnose issues faster.

Windows​

Method 1: Snipping Tool

  1. Press Windows + Shift + S
  2. Drag to select the area to capture
  3. Screenshot copies to clipboard
  4. Paste into email (Ctrl + V)

Method 2: Full Screen

  1. Press PrtScn (Print Screen)
  2. Open Paint or Word
  3. Paste (Ctrl + V)
  4. Save and attach to email

Mac​

Method 1: Selection

  1. Press Cmd + Shift + 4
  2. Drag to select area
  3. Screenshot saves to Desktop
  4. Attach to email

Method 2: Full Screen

  1. Press Cmd + Shift + 3
  2. Screenshot saves to Desktop
  3. Attach to email

What to Include in Screenshots​

Capture:

  • ✅ The entire error message
  • ✅ The URL in the browser address bar
  • ✅ Relevant buttons or controls
  • ✅ Any form fields you filled in (hide sensitive info)
  • ✅ Activity log if showing an error
Annotate Screenshots

Use a red circle or arrow to highlight the specific problem area in your screenshot!

Reporting Bugs​

Found a bug? Help us fix it faster by providing detailed information.

What Counts as a Bug?​

  • ❗ Error messages when performing normal actions
  • ❗ Features not working as described in documentation
  • ❗ Data not saving or loading incorrectly
  • ❗ Buttons or links that don't respond
  • ❗ Incorrect calculations or statistics
  • ❗ Visual glitches (text overlap, missing images, etc.)

How to Report a Bug​

Email support@uga.edu with:

  1. Subject: [BUG] Brief description
  2. Steps to reproduce: 
    1. Log in to admin panel
    2. Go to Cache Management
    3. Click "Edit" on entry #123
    4. Change confidence to 0.95
    5. Click "Save Changes"
    6. Error message appears
  3. Expected behavior: What should have happened
  4. Actual behavior: What actually happened
  5. Error message: Copy the exact text (or screenshot)
  6. Browser: Chrome 120, Firefox 115, etc.
  7. Frequency: Does it happen every time? Randomly? First time?
  8. Impact: Can you work around it? Is it blocking critical work?

Bug Priority Levels​

We triage bugs based on impact:

PriorityDescriptionResponse Time
CriticalSystem down, data loss, security issue4 hours
HighMajor feature broken, affecting multiple users1 business day
MediumFeature partially working, workaround available3-5 business days
LowMinor issue, cosmetic problem1-2 weeks

Requesting Features​

Have an idea to improve the admin panel? We'd love to hear it!

How to Submit Feature Requests​

Email support@uga.edu with:

  1. Subject: [FEATURE REQUEST] Brief description
  2. What you want: Describe the feature clearly
  3. Why you need it: Explain the use case or problem it solves
  4. How you'd use it: Walk through a typical scenario
  5. Alternatives: What you currently do as a workaround
  6. Priority: Nice to have? Critical for your workflow?
Feature Request Process
  1. Submitted → 2. Reviewed → 3. Prioritized → 4. Scheduled → 5. Implemented

Timeline varies based on complexity and team capacity. You'll receive updates at each stage.

Check if your idea is already planned:

  • 📊 Enhanced analytics - More detailed usage statistics
  • 🔔 Email notifications - Alerts for negative feedback
  • 📥 Bulk import/export - CSV upload for cache entries
  • 🔄 Automated reviews - Scheduled cache entry reviews
  • 📱 Mobile app - Native iOS/Android admin app

Training & Onboarding​

New Admin Users​

Need training on using the admin panel?

  1. Start with this documentation - Self-paced learning
  2. Request a walkthrough - Email support@uga.edu to schedule
  3. Join office hours - Monthly Q&A sessions (schedule TBD)

Documentation Feedback​

Found a mistake or unclear instruction?

Help us improve! Email support@uga.edu with:

  • Page title or URL
  • What's unclear or incorrect
  • Suggested improvement

Maintenance & Downtime​

Scheduled Maintenance​

We'll notify you at least 48 hours in advance via email before scheduled maintenance.

Typical maintenance windows:

  • Monthly: First Sunday of each month, 2:00 AM - 6:00 AM EST
  • Emergency: As needed, with as much notice as possible

Status Updates​

During outages:

  1. Check your email for status updates
  2. Try again in 15 minutes if brief interruption
  3. Contact support if down longer than expected

Additional Resources​

External Documentation​

Feedback & Suggestions​

We Value Your Input!​

Tell us how we can improve:

  • 💬 Documentation feedback - Suggest clarifications or new topics
  • 🎨 UI improvements - Better layouts or workflows
  • 🚀 Feature ideas - New capabilities you'd like to see
  • 🎓 Training needs - Topics you'd like help with

Email all feedback to support@uga.edu with "FEEDBACK" in the subject line.

Thank You!​

The HFIM Admin Panel is continuously improving thanks to user feedback. Your input helps us build better tools for the HFIM community!

Support Team UGA HFIM Program support@uga.edu

Last Updated: January 2026

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