Getting started · 4 min read · Beginner

The Help Center and how to get support

One place for everything: short training videos, searchable how-to articles, and a way to reach a real person. Here's how to find an answer fast and open a ticket when you need us.

Updated Jul 9, 2026

The Help Center lives right inside your dashboard, and it's built to answer most questions before you ever have to wait on anyone. It brings three things together in one place: short training videos, this library of how-to articles, and a direct line to the Valian team. Open it any time from the Help tab in the sidebar.

Tip

Start with the search box at the top of the Help Center. It searches your training videos, every article, and your own past tickets at once — so one search usually gets you to the answer.

Three ways the Help Center helps

Training videos. A set of short, Amy-voiced walkthroughs cover daily operation: using the schedule, working the tasks tab, checking insurance, reconnecting your practice management software, and more. They're evergreen — finish them once, then rewatch any single one whenever you need a refresher. Your progress tracks itself, and completing the set is one line on your onboarding credit checklist (see How the $1,000 credit works).

Knowledge base. The articles you're reading now. They're grouped into seven categories — getting started, scheduling, insurance, billing, phone and Amy, PMS integrations, and account and security — so you can browse by topic or jump straight from search.

Support. When an article doesn't cut it, open a ticket and reach a real person on the Valian team. Every ticket you open, and every reply, is saved as a thread you can come back to.

You don't have to guess whether your answer is a video, an article, or a past conversation. The single search box at the top of the Help Center spans all three. Type what you're trying to do in plain words — "block a lunch break," "read an insurance breakdown," "add a user" — and it surfaces the best match across your training, the knowledge base, and your own tickets.

How to submit a ticket

Open the Help tab and select Submit a ticket (or scroll to the support section).
Write a clear subject — a few words about what's happening, like "PMS shows disconnected" or "greeting says the wrong name."
Pick a category and priority. Priority tells us how fast to jump; see the next section for when to mark something urgent.
Describe the details and attach a screenshot if it helps. The more specific you are, the faster we can fix it.
Submit. You'll get an email confirmation with your ticket number, and the conversation appears in your past-tickets view so you can follow along and reply.

Note

Replies work by email too. When we answer your ticket you'll get an email — just reply to it and your message lands back in the same thread automatically. You never lose the history.

When to mark something urgent

Most questions get a first response in under two hours during support hours, Monday through Friday, 8am to 8pm ET. That covers the vast majority of what comes up.

But some things can't wait. If your phones are down, or Amy has stopped answering or booking, mark the ticket Urgent — that pages our on-call team around the clock, nights and weekends included. Reserve Urgent for genuine service interruptions so it stays meaningful.

Ways to reach us

Submit a ticket from the Help Center — the fastest path, because it routes straight to the right place with your practice details attached.
Email help@valiansystems.com for general support questions. Your email becomes a ticket automatically.
Email onboarding@valiansystems.com for setup, your first-week questions, or anything about your onboarding credit and check-in calls.

Your onboarding contact is also a great first stop during your first month.

Frequently asked questions

Where is the Help Center? In your dashboard sidebar under Help. It's available to everyone on your team, any time.

How fast will someone respond? Under two hours for a first response during support hours (Mon–Fri, 8am–8pm ET). Urgent, phones-down tickets page on-call 24/7.

Can I see my past tickets? Yes. Every ticket and reply is saved as a thread in the Help Center, so you can reopen an old one or pick up a conversation right where it left off.

Should I email help@ or onboarding@? Use help@ for everyday support and onboarding@ for setup, first-week, and credit questions. Either way you'll get a ticket and a response.

Do I need to file a ticket for small how-to questions? Usually not — search the Help Center first. A quick search across the articles and training videos answers most day-to-day questions on the spot.

Still need a hand?

Reach the Valian team any time at help@valiansystems.com, or open a ticket from the Help Center inside your dashboard. During onboarding, your onboarding contact is at onboarding@valiansystems.com.