Submitting a Support Request - Step by Step

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.  

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1. From anywhere within CAC CareNet, press the orange question mark (?) button.






















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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.



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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. 
Notes
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.
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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!
Warning
Do not send identifying information for your clients (names, DOB, etc.).  






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    • Browser Compatibility (Support for IE 11 Discontinued)

      CAC CareNet provides support for many of the latest browsers.  We strongly recommend that agencies use one of the following: Google Chrome FireFox Safari Microsoft Edge Microsoft Chromium Edge *New Development and Support for Internet Explorer 11 has been discontinued.  Please update to one of the for-mentioned browsers.