The TMC Support Portal uses Microsoft Single Sign-On (SSO) for authentication.

1. Click the "Sign in with Microsoft" button on the login page
2. Enter your TMC Microsoft credentials (your work email and password)
3. You'll be automatically logged in and redirected to the home page

💡 Tip: If you're already logged into other Microsoft services, you may be logged in automatically!

The top navigation bar provides quick access to all portal features:

• Home - Main dashboard with quick access tiles and resources
• Ticket Status - View and track your submitted tickets
• Create Ticket - Submit a new support request
• Diags - Run system diagnostics
• AI Assist - Get instant help from our AI assistant
• Growth Portal - Access tacticals and metrics
• FlowState - Documentation and guides
• TeleTech - Tele Health System

📱 Mobile: On smaller screens, only icons are shown. Hover or tap to see the full name!

You can customize the portal's appearance with different color themes:

1. Look for the palette icon in the top-right corner of the navigation bar
2. Click it to open the theme selector
3. Choose from 4 available themes:
   • 🔵 Ocean Blue - Light blue gradient (default)
   • ⚫ Slate Professional - Neutral gray tones
   • 🟠 Sunset Warm - Warm amber/orange tones
   • 🌙 Midnight Dark - Full dark mode

✨ Your preference is saved! The portal will remember your theme choice even after you close your browser.

The "Quick Access Resources" section on the home page can be collapsed to save space:

1. Click on the "Quick Access Resources" header bar
2. The section will collapse/expand with a smooth animation
3. The arrow icon indicates the current state

💾 Remembered: Your preference (collapsed or expanded) is saved and will persist across sessions.

To submit a new support request:

1. Click the "Submit Ticket" tile on the home page, or use the "Create Ticket" tab in the navigation
2. Select the appropriate ticket type:
   • 🖥️ IT Support - Technical issues, hardware, software
   • 🔥 Ignite - Ignite platform issues (23+ specific issue types)
   • ✈️ Concur - Travel and expense requests
   • 🎓 eAcademy - Learning platform issues, course access, certifications
   • 🤲 Therapy & Home - Therapy note unlocks and billing changes (auto-routed to Sean Meehan)
3. Fill out the required fields (marked with *)
4. Add any file attachments if needed
5. Click "Submit Ticket"

✅ You'll receive a confirmation with your ticket number once submitted!

The portal supports several ticket categories:

Yes! You can attach files to support your ticket:

• Look for the "Attachments" section in the ticket form
• Click to browse or drag & drop files
• Maximum file size: 10MB per file
• Supported formats: Images, PDFs, documents, and most common file types

📎 Tip: Screenshots are very helpful for IT issues! Use Windows + Shift + S to capture your screen.

The Ticket Status page has two views you can toggle between:

• My Tickets — Tickets you submitted (you are the reporter)
• Assigned to Me — TMCSUPP tickets where you are the assignee. If you're assigned tickets in other Jira projects, they appear in those projects' tools, not here.

Use the toggle buttons above the ticket list to switch views. A small badge on "Assigned to Me" shows how many open tickets are waiting on you.

🔒 Privacy: You cannot see other employees' tickets unless you're directly associated with them (reporter or assignee).

To view your ticket status:

1. Click the "Ticket Status" tile on the home page, or use the navigation tab
2. Pick a time range with the pill buttons: 30 days · 60 days · 90 days · 6 mo · 1 yr. Your choice is remembered for next time.
3. All open tickets are always shown regardless of the time range. The range only limits how far back resolved tickets are kept on the list.
4. Your tickets will be displayed with color-coded status indicators:
   • Open/New - Ticket received, awaiting assignment
   • In Progress - Being worked on
   • Waiting - Awaiting your response or info
   • Resolved/Closed - Completed
5. Click on any ticket to see full details

Above the ticket list there are five time-range pills:

30 days · 60 days · 90 days · 6 months · 1 year

Click any pill to expand the history. The selection is saved per device, so it stays in place between sessions. Filtering is based on the ticket's last activity date (Jira updated field), not when it was created — so a ticket that's been worked on recently will keep showing even if it was created over a year ago.

If you're the assignee on a ticket, you can move it through its workflow directly from the portal:

1. Switch the ticket list to the "Assigned to Me" view
2. Click the ticket you want to update
3. Click the purple "Change Status" button next to the current status badge
4. Pick the new status from the dropdown
5. If you pick Resolved (or any status that closes the ticket): the dialog requires a resolution comment, and the resolution is set to Done
6. Click Apply

🔒 The system only shows the "Change Status" button when you're the assignee. The backend also rechecks this before applying — you can't transition someone else's ticket from the portal.

To add a comment or reply to a ticket:

1. Go to Ticket Status and click on the ticket you want to update
2. Scroll to the "Comments" section at the bottom
3. Type your message in the comment box
4. Click "Add Comment" to submit

⚠️ Note: Adding a comment to a resolved/closed ticket may reopen it.

Small blue cards at the top of the home page that highlight recently shipped features. Each one has a quick description and a one-click button to try the feature.

Click Got it (or the in the corner) to dismiss a card. Dismissals are remembered per device, so the same card won't return after you've seen it.

💡 Admins: Manage these announcements from the Admin tab → "What's New Banners" section. You can add, edit, activate/deactivate, and delete releases.

Notifications are off by default — you decide when, where, and how they reach you. To enable them:

1. Click the bell icon in the top-right corner of the portal
2. Under Channels, toggle on the destination(s) you want — Work email, Personal email, and/or Microsoft Teams
3. Under What to notify me about, check the boxes in each event row for the channels you want to receive it on
4. Click Save preferences
5. Use the Send test button on each enabled channel to confirm delivery works

💡 You can mix and match — e.g., new assignments via Teams (instant), comments via Work email, status changes via both. Leave a row's checkboxes empty to ignore that event entirely.

When enabled, ticket updates pop up in your Teams Activity Feed — the bell icon in the top-left of Teams — exactly like an @mention or a SharePoint share. You'll get a toast banner on your desktop and a feed entry you can review later.

To enable:

1. Bell icon → Microsoft Teams card → toggle on
2. Confirm the email shown is your Microsoft 365 work email (we use it to look up your Teams identity in Entra)
3. In the event matrix, check the Teams column for any events you want delivered there
4. Click Save preferences, then Send test

When you click a Teams notification, it opens the TMC Support tab in Teams briefly, then pops out the specific ticket in your default browser (where Microsoft signs you in automatically).

If the Teams toggle is greyed out, your IT admin hasn't sideloaded the TMC Support Teams app to your tenant yet. The toggle will activate automatically once they do — no action needed from you.

🔒 Same HIPAA-safe design as email — the Teams notification body just says "your ticket has activity, click to view." Ticket details only appear after you sign in to the portal.

Teams Activity Feed notifications require the TMC Support app to be installed in your personal Teams. It's a one-time, ~30-second setup:

1. Open Microsoft Teams (desktop, web, or mobile)
2. Click Apps in the left rail (or via the menu on mobile)
3. Search for TMC Support
4. Click the app card → click Add

That's it — the icon shows up in your Teams sidebar. You don't have to interact with it; it's just there to receive notifications.

Teams license required. If your M365 account doesn't include a Teams license, the app won't be available to install. If you're unsure whether you have one, you most likely don't — submit an IT Support ticket and we'll confirm. Email channels work for everyone regardless.

💡 App not in search? Your tenant admin hasn't published it yet. Submit an IT Support ticket and we'll push it to you.

• Work email — your TMC email. Already verified through your Microsoft sign-in, so you can enable it with one toggle.
• Personal email — any other address you want copies sent to. Must be verified first: type the address, click Send code, then enter the 6-digit code we email you (15-minute expiry).
• Microsoft Teams — pushes a notification to your Teams Activity Feed (the bell in the top-left of Teams). No verification needed — we look you up in your tenant via Microsoft Entra.

🔒 The notifications we send never contain ticket details. They just say "there's activity on your ticket — click here." Opening the ticket still requires you to sign in with Microsoft, so personal email and Teams use are both HIPAA-safe.

Digest mode groups all your notification events into a single summary email so you don't get pinged every time someone comments on a ticket.

Two cadence options:

• Daily — One summary at a time you choose (e.g., 8:00 AM in your timezone)
• Hourly — A rolling summary at most every 60 minutes

The summary lists each ticket once with the number of events. Click any ticket key to jump straight into the portal.

⚡ Urgent/high-priority events bypass the digest and arrive immediately.

Yes. In the Notification Settings page, the Digest mode card has a "Send digest now" button. When clicked it will:

• Email you everything currently queued (if anything)
• Clear your queue so the next scheduled digest starts fresh
• Tell you "Nothing to summarize yet" if your queue is empty

Great for previewing the format or pulling a status check before a meeting.

Quiet hours let you mute non-urgent notifications during specific times of day (e.g., 6 PM – 7 AM). You can also choose to silence the entire weekend.

By default, urgent/high-priority notifications still break through. Uncheck "Let urgent alerts break through quiet hours" if you want total silence.

No. By policy, every notification we send is content-minimal:

• Subject: "A ticket has activity" — never the ticket title
• Body: ticket key + event type (e.g., "new comment") + a deep link
• No patient identifiers, summaries, or reporter/assignee names

When you click the link, you're sent through Microsoft sign-in before the portal will show you the actual ticket. This ensures only the authorized user ever sees protected content, even if their notification ends up on a shared device.

Two options, depending on how surgical you want to be:

• Stop everything — In Notification Settings, toggle off all channels and click Save.
• Stop specific events — In the "What to notify me about" matrix, uncheck the rows you no longer care about.
• Pause temporarily — Enable Quiet hours and set them to cover the period you want silenced.

Settings save instantly when you click Save preferences, and there's nothing scheduled or stuck in a queue once channels are off.

The Quick Access Resources section provides shortcuts to commonly used tools:

🔗 External links open in a new tab. Internal links (like Lottery Wheel) navigate within the portal.

The TMC Approved Applications section on the home page displays a catalog of company-approved software organized by category:

• Word Processing - Microsoft Word, Google Docs
• Spreadsheets - Microsoft Excel, Google Sheets
• Communication - Microsoft Teams, Outlook, Zoom
• Collaboration - SharePoint, OneDrive
• PDF Tools - Adobe Acrobat Reader/Pro
• Security - Microsoft Authenticator
• And more...

💡 Tip: Click on "TMC Approved Applications" header to expand/collapse the section. Click any application card to see details.

Some applications require approval before use. You can identify these by the lock icon:

1. Click on the application card to see its details
2. Review the access requirements and notes
3. Click the "Request Access" button
4. This will open a pre-filled IT Support ticket form
5. Add any additional details about why you need the software
6. Submit the ticket

⏱️ Processing time: Software access requests are typically reviewed within 1-2 business days.

Applications are marked with different icons to indicate access status:

✅ Most common software like Office 365 apps are already available to you!

If you need software that isn't in the Approved Applications catalog:

1. Create an IT Support ticket
2. Select issue type: "New Software Installation"
3. Provide details about the software:
   • Software name and vendor
   • Business justification (why you need it)
   • Any licensing information you have
4. IT will review the request for security and licensing compliance

🚫 Important: Do not install unapproved software without IT approval. This helps protect company security.

The Assigned to Me ticket toggle and the Jira account override / Jira account ID fields in Notification Settings are tech-only features — they exist for the IT staff who actually take ownership of tickets in Jira.

If you don't see them, your account isn't on the Tech Users allowlist. Standard users only see their own tickets ("My Tickets") and a simplified notifications page without Jira identity overrides.

🛡️ Need access? Ask an admin to add your email to the Tech Users list in the Admin tab. Admins automatically get tech UI without being on the list.

1. Open the Admin tab
2. Expand Tech Users
3. Type the user's email and press Enter or click Add
4. To revoke, click Remove next to their row and confirm

Changes take effect on the user's next page load — the Assigned-to-Me toggle and Jira fields appear or disappear automatically.

The portal needs your Jira Account ID to email you when Jira sends webhook events about your tickets (Jira Cloud strips emails from those payloads for GDPR compliance, so the ID is what we match on).

1. Open Jira and click your avatar in the top-right
2. Click Profile
3. Copy the long string from the URL bar — it looks like 5c0xxxxxxxxxxxxxxxxxxxxx or 712020:xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
4. In the portal, click the bell → paste into Jira account ID → Save IDs

If you have both an Atlassian customer ID and a JSM agent ID, paste both comma-separated — webhooks for either ID will reach you.

Admin tab → Homepage Announcement → type the message and click Update Announcement. It appears at the top of every user's home page instantly. Use Clear to take it down.

For richer release notes (with category tags, expiry dates, and per-device dismiss tracking) use the What's New Banners section instead.

The Admin tab includes Visitor Analytics, Tab Usage, Link Clicks, Session Stats, and an aggregated Stats Overview. Use the time-range selector (30 / 60 / 90 / 180 / 365 days) to pivot the data.

User feedback and star ratings live in the User Feedback & Ratings section. Filter by the same time-range selector.

Yes. Every admin create/update/delete/seed and every denied access attempt is recorded with the actor's email, the resource, the outcome, and the request metadata.

Direct API: GET /api/admin/audit-logs (filters: user_email, action, resource_type, outcome, days). Aggregated counts: GET /api/admin/audit-logs/summary. A dedicated UI for browsing these logs is on the roadmap.

Try these troubleshooting steps:

1. Hard refresh: Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac)
2. Clear browser cache: Settings → Privacy → Clear browsing data
3. Try a different browser: Chrome, Edge, or Firefox recommended
4. Check your internet connection
5. Disable browser extensions temporarily

🆘 Still having issues? Contact IT support directly at support@therapymgmt.com

If you're having trouble signing in:

1. Ensure you're using your TMC work email (@therapymgmt.com)
2. Verify your password is correct
3. Check if your account is locked (contact IT after 5 failed attempts)
4. Try signing out of all Microsoft accounts and signing in fresh
5. Clear cookies and try again

If you don't see your tickets:

• Tickets are linked to your email address - ensure you're logged in with the same email used to create tickets
• There may be a temporary connection issue - try refreshing the page
• Very old tickets may be archived and not visible
• If you submitted a ticket via email, it may take a few minutes to appear