Submitting a Support Request - Step by Step
If you notice something not working or if you have a question about CAC CareNet, do not hesitate to reach out to us! The most efficient and fastest way to get in touch is to submit a Support or Help Desk Ticket. This is better than emailing a person directly because your request triggers an email sent to multiple CAC CareNet people.
1. From anywhere within CAC CareNet, press the orange question mark (?) button.
2. Once the sidebar loads up, navigate to the Support Requests button within the window.
Within this window, you can also view all new support articles and updates.
3. Once on the support requests tab, fill out all the applicable fields for your request.
When submitting a support ticket, please fill out as much information as possible, as it helps us out in assisting you faster, especially with the description.
Note: It is CAC CareNet's policy to receive written permission from a CareNet Administrator at your agency before accessing your CareNet system. This is especially important for the resetting of passwords. Here is a resource to assist you with that: Resetting Passwords Remotely.
Tip: You can also upload attachments with support tickets by pressing the paper clip button. For example, if you receive an error code on your screen, take a screenshot and send that to us as well!
Do not send identifying information for your clients (names, DOB, etc.).