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North America Learning Center
Getting Support
Getting Support
Matt McCann avatar
Written by Matt McCann
Updated over a week ago

Overview

Your success and growth in using the platform mean a lot to us. We work on creating more ways to provide all the help and support that you need.

In this article, we’ll discuss all the resources that are available for you, as well as the best way to find help when you need it.

We'll cover:

  • Chat support

  • Youtube

  • Help Center

  • Feedback and Product Roadmap

  • Product Update

Let’s get started!

Chat

The best way to get support is to simply reach out :) If you have any questions or concerns, you may reach out to our Support team by following these steps:

  1. Log in on ShiftCare.

  2. On your dashboard, you will find a chat bubble at the lower left side of your screen. Click this.

  3. This will open a dialogue box with helpful articles. To message on our support team, click the Send us a message button.

  4. This will connect you to our Support team. Type a message in the provided space. Then click the envelope icon to send.

  5. Please feel free to provide as many details as you can. For technical inquiries, you can attach screenshots using the paper clip icon.

  6. Our support team will reply immediately within support hours.
    ​

  7. You can also reach out to us through email at support@shiftcare.com.

Our Support hours

Standard US Support hours are 11 AM-7 PM EST.

Note that we also offer support during Australian office hours. We included these hours and converted this to corresponding US time zones for your reference.

This is to set expectations for our replies. We reply immediately within these hours, but you are free to leave a message anytime. Our support team works hard to answer your queries and provide solutions as soon as possible.

EST

CST

MST

PST

Mon-Fri 11AM-7PM

Mon-Fri 10AM-6PM

Mon-Fri 9AM-5PM

Mon-Fri 8AM-4PM

Mon-Fri 7PM-7AM

Sat-Sun7PM-3AM

Mon-Fri 6PM-6AM

Sat-Sun 6PM-2AM

Mon-Fri 5PM-5AM

Sat-Sun5PM-1AM

Mon-Fri 4PM-4AM

Sat-Sun 4PM-12AM

YouTube

We also have a library of video resources available on YouTube. There are a ton of videos so you’ll need to run a search by keywords, but there’s a lot to learn! You can go here if you want to learn more about ShiftCare in general, a particular feature, or if there’s something you want to figure out on your own first:

To navigate our YouTube channel, follow these steps:

  1. Go to our YouTube channel.
    ​

  2. Navigate through the Videos and Playlists tab and find what you need.

  3. Or, you can also run a search for videos within the channel through this in-channel search bar.

Help Center

We also have a Help Center, housing a library of Help articles that are available to you and your team.

We have a section specially crafted for our users in North America. It's a work in progress, and we want to provide helpful guides for you and your team. Feel free to reach out if you have article requests and suggestions! You'll find it at the bottom of the Help Center.

You can still browse the rest of the Help Center, where a wide array of topics is covered:

It’s a big library! So if there is anything in particular that you need to look for, you can run a keyword search here:

There are three ways to access the Help Center.

  1. By following this link.
    ​

  2. Through the support widget. When you open the chat bubble to reach out to support, you can run a search for help center articles too:

  3. Through the question mark icon on the platform’s upper right corner:


Feedback and Product Roadmap

We value your feedback and use it as a major driving force for our plans. So we provide a venue to compile these and also be transparent with our product roadmap.

To provide feedback and view our product roadmap, follow these steps:

  1. Log in to ShiftCare.
    ​

  2. At the upper right corner of the window, you will see icons. Click the speech bubble icon with three dots. Here's what it looks like:

  3. This will open a new window that will lead you to ShiftCare's roadmap.
    ​

  4. Browse through the existing plans to see if your idea is already in the pipeline. You can either:

    • Run a search for features or ideas

    • Or check the tabs: Under Construction, Planned, and Launched

    If your idea has already been raised, you can upvote by selecting how important it is to you. You can see this at the bottom of the card.
    ​

    If you have a new idea to share, we would love to hear it! Proceed to the next step.
    ​

  5. Click the + Submit idea button to send feedback to us.
    ​

  6. This will open a pop-up window where you'd be asked to provide your suggestion. First, type your idea.

  7. Next, select an option. How important is this to you? Not important, nice to have, important, or critical?
    ​

  8. Click Submit.
    ​

Product Updates

Lastly, we release new features regularly and we want you to make the most out of it! We post all updates in the Product Updates section.

To access this:

  1. Click the gift icon at the upper right corner of your screen.

  2. This will open the product updates section, displaying a quick summary of the new feature that has been released.
    ​

  3. You can provide feedback on this by clicking on the smiley of your choice or typing feedback in text.

Feel free to reach out to us for all of your needs. We're always just a message away :)

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