Getting started · 4 min read · Beginner

The Help Center and how to get support

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

Updated Sep 28, 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 lessons, this library of how-to guides, and a direct line to the Valian team. Open it any time from Help in the sidebar. Everyone on your team can use it.

Tip

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

Three ways the Help Center helps

Lessons. The training row lists short lessons for your product. Insurance Verification offices get 18 video lessons, from finishing setup and running your first check to your plan and getting help. Your progress saves itself, and you can come back to any lesson whenever you need a refresher.

Guides. The articles you're reading now, grouped by topic, so you can browse or jump straight from search.

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

You don't have to guess whether your answer is a lesson, a guide, or a past ticket. The search box at the top of the Help Center covers all three. Type what you're trying to do in plain words ("add a user," "reset my password," "my bill") and it shows the best matches.

How to submit a ticket

Open Help and scroll to Can't find what you need? The ticket form is right there. You can also send one from the bottom of any guide.
Write a short subject, a few words about what's happening.
Pick what it's about. On Insurance Verification the choices are: A check didn't run correctly, I can't find a patient, A question about my bill, or Something else.
Say how urgent it is: Low, Normal, High, or Urgent.
Tell us what happened. Say what you expected and what you saw, and which patient or check it was. Drag in up to 5 screenshots or PDFs if they help.
Send it (on Insurance Verification the button says Send ticket). You'll see your ticket number, and we email you a confirmation.

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.

How fast we answer

A person on our team answers within one business day, by email. (Full System and Communications offices usually hear back sooner; the Help page shows your reply time.)

Save Urgent for when something has stopped working for your whole office, for example checks aren't running at all.

Ways to reach us

Submit a ticket from Help. It's the fastest path, because it arrives with your practice details attached.
Schedule a video call from the same part of the Help page. Pick a time for a 30-minute video call with our Customer Success team, and you get a calendar invite with the video link.
Email help@valiansystems.com from the address you sign in with. Your email becomes a ticket. This is also the way in if you can't sign in.

Full System and Communications offices can also use Chat with us on the Help page.

Tip

A check that didn't pass has its own button: Send a fix request in the Fix now pop-up. It goes straight to our team with the patient attached. A fix request is not a ticket: it isn't listed under Your tickets, and you get a bell note and an email when it's closed. See After you send a fix request.

Frequently asked questions

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

How fast will someone respond? Within one business day, by email.

Can I see my past tickets? Yes. Open Your tickets on the Help page (on Insurance Verification, See all tickets) to see every ticket, its status, and our replies. You can reply right on the ticket, and replying to a resolved ticket opens it again.

Should I send a ticket or an email? Either works, and both become a ticket. The form is quicker because it attaches your practice details for you.

Do I need to file a ticket for small how-to questions? Usually not. Search the Help Center first. A quick search across the guides and lessons 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.