How do I request support? How is that different from flagging a procedure?

Created by Help Desk Team, Modified on Sat, 22 Feb at 5:00 PM by Help Desk Team

CUSP Sharing Site users are encouraged to report any site issues; suggest site improvements; submit questions; and request general support or information. Either can be sent to the CUSP team via a support ticket--click here to submit a support ticket.

You will receive an automated response confirming receipt of your support ticket. A member of our Help Desk team will review your request and will send you a personal response (usually within three business days, Monday through Friday, excluding holidays). The CUSP Help Desk is closed on all Federal holidays; the Friday after Thanksgiving; and from December 15th through and including January 4th each year. If your request is received during these times, it will be responded to usually within 3 business days, Monday through Friday, after we reopen.

Wondering if your issue or suggestion has already been submitted?

A list of issues reported to date that are not yet resolved and, if known, their suggested workarounds, can be found at Known Issues (not yet resolved).
A list of planned and previously requested requested site enhancements can be found at Requested Enhancements.

When would I flag a procedure instead of submitting a support ticket?

There may be occasions when an institution inadvertently contributes a duplicate procedure or a procedure with incomplete or incorrect information.

When any CUSP user encounters such a procedure (regardless of its contributing institution), they can flag the procedure to be reviewed by a site administrator (specifically, a member of the CUSP steering committee quality control group) who can work with the contributing institution to make any needed corrections. See How and why do I flag a procedure or remove my flag?

Important! Questions or issues about procedure entry, viewing, or other activities (i.e., issues not related to the content of a procedure), should be submitted as a support request CUSP Help Desk Team at https://cusp-help.freshdesk.com/support/tickets/new. Only flag a procedure when something about its content should be reviewed.

Have questions or need help?

Submit a request to the CUSP Help Desk Team at https://cusp-help.freshdesk.com/support/tickets/new.

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