Explanation


When sending in support requests for delivery orders the application will use an email address we have on file for your account. In stores where multiple people send orders and might be creating tickets this isn't always helpful when the store does not have a common mailbox.


This feature is available in version 2.0.2.131 and up.  The version number is listed in the title bar of Profill.


Recommendation


Our recommendation is that stores use a common mailbox or a mailbox forwarder so that the users involved with central fill can all see the same information all the time. We understand that this isn't always easy for stores to setup. To while you can use alternate emails in Profill, a ticket created with userA isn't visible to userB.


How to Create Additional Email Addresses in Profill


  1. From the "Central Fill" menu, select "Configure Central Fill"

  2. On the Profile tab, click "Edit Email List"



  3. Type a new email address in the list and click "Add". To remove an email pick it from the list and click "Remove".  Unless there is an error you should not see any confirmations.

    Note that when you add additional emails, the ticket process will only look at the list you create. It will not look at the default account anymore.

    Be sure to add yourself in to the list if you are the default user otherwise you will not see your own email when selecting.

  4. Click the X to close the editor.



How to use the additional email user when creating tickets.


The basic process is the same, you click create support ticket on your order:



If you have not setup any additional email addresses, you'll see the usual prompt:


If you do have additional email users setup then you will be asked each time you send a ticket, who you'd like to "send as".

  1. Confirm you want to send a ticket:


    Clicking "No" cancels the process as usual.

  2. Pick the account you want to send-as:


The ticket gets created normally with the user you chose. Replies from the ticket system will go to that user.

If you choose the wrong user you cannot change it after the ticket is created.  


Precautions:


You'll notice that Profill does not generate ticket data with patient names. Email is not a secure system and most email platforms are not privacy compliance systems. We will use Rx numbers and obfuscated patient names if we need to use them at all. For example: "P. Sm****"


Be use care when manually adding details to tickets or replying to tickets. Our ticket system is HIPPA compliant but your email system isn't.