Help Desk
- Burke Mamlin
- Grace Potma
- Robby O'Connor
Getting Support From Helpdesk
Do you need support with the OpenMRS.org? First, make sure that your issue is something that we can help you with.
What we do support:
Problems with your OpenMRS ID account
Issues connecting to or using the OpenMRS.org web site and OpenMRS community collaboration tools (JIRA issue tracker, Confluence wiki, etc.)
Mailing list problems, issues, or questions
Social media services (e.g., Facebook, Twitter or X, YouTube, other services)
What we don't support:
❌ End-user support for using or customizing the OpenMRS platform and software (please use the Forum instead)
❌ Development & design questions (please use the Forum instead)
If we can help, please get in touch with us:
https://help.openmrs.org/ signing in with your OpenMRS ID for fastest service.
If you the above isn't working, please email helpdesk (at) openmrs (dot) org.
Please describe your problem in as much detail as you can so we can assist.
Volunteers in the OpenMRS Community support a help desk (at help.openmrs.org or via helpdesk@openmrs.org) for the community. The goals of this help desk are to support newcomers to the community, help new volunteers find ways to productively contribute to the community, and to help troubleshoot problems that may arise with community infrastructure. This wiki page and its children are intended to help introduce you to the help desk processes and, if you are interested, help guide you to way you could help in supporting the amazing OpenMRS community.
Documenting what we have now
See the Inventory of Types of Help Desk Cases
Overview
The Help Desk is used to manage all inquiries to OpenMRS and technical support, which is set up to filter and assign the appropriate individuals automatically.
Opening a Ticket
A ticket can be opened at https://help.openmrs.org/ or https://openmrs.atlassian.net/servicedesk/customer/portals. Log in using your OpenMRS ID for faster service.
Each inquiry for new volunteers is automatically responded to using Drips, which happen the same day and one day later. These Drips answer most of the common questions asked and also point the user to the correct resources for learning and mobilization. When a Help Desk member begins working on an inquiry, or 'ticket', they assess requirements for response and then assign themselves or the appropriate individual to the case. If help is required, see the list of Help Desk Leaders below.
When you begin opening a ticket, start by looking in your respective folder or the 'Unresolved Cases' folder and begin by addressing the most recent items first and see if you can handle the cases quickly. If not, then please look into resolving back-logged cases that are one week old or more. There needs to be a balance between answering new and old cases in order to keep up-to-date.
Following Up
Many times when you resolve a ticket, the user may never respond back simply because they are also very busy and you've helped them get back on task. If you don't receive a reply, check back one-week later just to make sure everything is working smoothly.
Example email: "Dear _____, I wanted to follow up and ensure that everything we worked on is resolved. Let me know if there is any other way I can assist you!"
Still need help?
The OpenMRS Community is here for you!