Viewing and managing your help requests

After you submit an email help request, you can view and manage your requests on the My requests page. There, you can check the status of open or pending requests, mark requests as solved, and rate the support you received.

In this guide, we'll cover:

• Accessing your SimplePractice communications
• Marking your request solved
• Rating the support you received

Accessing your SimplePractice communications

You can view and manage your help requests on the My requests page. It shows your full history of email communication with our Customer Success team, including all of your previous requests and whether they're open, pending, or solved. You can access this page from your SimplePractice account or through the Help Center.

From your SimplePractice account

To access your requests from your SimplePractice account:

1. Sign in to your SimplePractice account
2. In the top right corner, select your avatar
3. Choose Open help requests

From the Help Center

To access your requests from the Help Center:

1. Navigate to the Help Center
2. In the top right corner, click Sign in
3. Once signed in, select your name > My activities

Marking your request solved

After you receive a response from our Customer Success team, you can mark your request as solved if your question has been fully addressed.

To mark a request as solved:

1. Open the My requests page
2. Select the request you’d like to mark as solved
3. Under the response, select Mark as solved

If you still need help, don’t mark the request as solved. Instead, reply to the request with additional details or questions so our Customer Success team can continue assisting you.

Rating the support you received

After a request is marked as solved, either by you or a SimplePractice team member, you’ll receive an email asking you to rate the support you received.

To submit a rating:

1. Open the email with the subject line, SimplePractice - How would you rate the support you received from us?
2. Select Good, I'm satisfied or Bad, I'm unsatisfied based on your experience

3. (Optional) Add a comment in the Add a comment about the quality of support you received field
4. Click Update

If you’ve already submitted a rating and would like to change it, you can do so from the same request on the My requests page.

1. Open the My requests page
2. Select the request you’d like to update
3. Select Change my rating
4. Choose Good, I'm satisfied or Bad, I'm unsatisfied, then add an optional comment
5. Click Submit my rating