4D EMR Support Options | 4th Dimension EMR Help Center

Support Hours:
9:00 AM to 8:00 PM Eastern Time, Monday - Friday

Phone:
844-878-2434

From the 4D EMR Application:
4D EMR Menu: <4D User> -> Get Help

Your 4D EMR Subscription includes:

Unlimited help desk ticket support
Unlimited bug resolution
Up to two, 30 minute extended Q&A sessions per month with a 4D ER training team member.
- Extended Q&A sessions be scheduled and are subject to availablity.
- Additional training may be purchased for $125 per hour

ZenDesk Support Ticket System

We use Zendesk to track and respond to support requests. Please make sure your email servers accept incoming mail from "support@4d-emr.zendesk.com" and "support@4d-emr.com".

Please do not send email support requests directly to 4D EMR staff email accounts.

Support requests sent via email, the 4D EMR browser app, or via voicemail will automatically add support tickets to the 4D EMR Zendesk Support/Ticketing application.

The Support/Ticketing application is monitored throughout the day by multiple 4D EMR staff members.

4D EMR staff email accounts are not constantly monitored throughout the day. Support requests sent directly to 4D EMR staff email accounts will not be handled until forwarded to the Zendesk Support/Ticketing application. Submitting requests directly to 4D EMR Staff email will result in slower responses.

Please note:

We will respond to requests within one business day.
- Every effort will be made to quickly answer questions/resolve issues, however, it is not always possible to immediately resolve all requests. Frequently, additional information will be required and/or a voice appointment will be required to fully resolve tickets.
Phone calls will be answered, "triaged", and a support ticket will be created by a member of our Support Team if available. If the correct resource is not available at the time of your call, the support ticket will be handled in order of time received, urgency, and required support resource availability.
- Voicemail messages auto-create support tickets and will be "triaged" and prioritized in order of time received.
It is import to provide as much detail as possible, including patient ID's (avoid listing patient names). Inadequate information requires more follow-up, makes it more difficult to assign the correct resource and will increase the amount of time needed to resolve the ticket.
Multiple requests on different topics submitted in one ticket may be split into separate support requests and may be handled by different support team members.
Please do not submit new support requests by responding to existing tickets. Doing so can cause the new request to be incorrectly flagged as closed with the original request.