{"xsrfToken":"d4c035ce11831e7dfbf2d422962a7be4d4a8563b_lout","branding":{"id":"13","key":"ghsupport","name":"Genie Health Support ","portalBaseUrl":"/servicedesk/customer/portal/13","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/13/6","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#467ba6","headerLinkHoverBGColor":"#467ba6","headerBadgeColor":"#467ba6"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/0631f7ca-2c99-4512-a2ea-89335e2905c3/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIxYjRlNTY5My04ZjMxLTRjM2EtOTBmZS01NWNkNzM0OGYyMWUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjA2MzFmN2NhLTJjOTktNDUxMi1hMmVhLTg5MzM1ZTI5MDVjMyI6WyJyZWFkIl19LCJleHAiOjE3Mjg1MDkzNjUsIm5iZiI6MTcyODUwODc2NX0.9FCKokZGYrHD7CF6rr43gGPxtVBW4ybWODYKlhCakv4&client=1b4e5693-8f31-4c3a-90fe-55cd7348f21e&mode=fit","logoId":"0631f7ca-2c99-4512-a2ea-89335e2905c3","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Genie Health Help Center","sharedPortalName":"Genie Health Help Center","userInitialAnnouncementHeader":"Hello Genie member! How can we assist you today?","userInitialAnnouncementMessageWiki":"<p>Please select a topic from below if you are seeking further insight into Genie Health's Services. If you are requests further assistance please follow the correlating support portal to complete a support ticket in its entirety for a prompt response from our support team. The more details you can provide will help the team resolve your issues quickly and efficiently. If you need immediate medical support, please contact your provider or dial 911 if it is an emergency.</p>\n<p>If you are unable to connect on a video call please try the following actions:</p>\n<p>*What is your Connection type? Wifi and a fairly strong connection is required for optimal connection.</p>\n<p>*How are you joining the call? Via the link or via the app? The preferred browser if Chrome and for patients it is advised to join through the mobile application downloaded from your devices app store.<br> ***Users can screen mirror their smart device to TVs and external monitors for a larger screen via Apple TV, etc.</p>\n<p>*Close out any other applications the background that utilize the camera and mic permissions that will interfere with connecting to the PT Genie video call.</p>\n<p>*Is your Genie Health application up to date?</p>\n<p>*Is your device updated?</p>\n<p>*Last resort is to uninstall the application, power down the device and reinstall the app.</p>\n<p>*The provider can also share the direct room ID link from patient profile available during the call to ensure correct link access by the patient.</p>\n<p>Please submit a ticket if you continue with technical difficulties.</p>","translations":{"en-US":{"helpCenterTitle":"Welcome to the Genie Health Help Center","sharedPortalName":"Genie Health Help Center","announcementHeader":"Hello Genie member! How can we assist you today?","announcementMessage":"Please select a topic from below if you are seeking further insight into Genie Health's Services. If you are requests further assistance please follow the correlating support portal to complete a support ticket in its entirety for a prompt response from our support team. The more details you can provide will help the team resolve your issues quickly and efficiently. If you need immediate medical support, please contact your provider or dial 911 if it is an emergency.\n\nIf you are unable to connect on a video call please try the following actions: \n\n*What is your Connection type? Wifi and a fairly strong connection is required for optimal connection.\n\n*How are you joining the call? Via the link or via the app? The preferred browser if Chrome and for patients it is advised to join through the mobile application downloaded from your devices app store.\n***Users can screen mirror their smart device to TVs and external monitors for a larger screen via Apple TV, etc.\n\n*Close out any other applications the background that utilize the camera and mic permissions that will interfere with connecting to the PT Genie video call.\n\n*Is your Genie Health application up to date?\n\n*Is your device updated?\n\n*Last resort is to uninstall the application, power down the device and reinstall the app.\n\n*The provider can also share the direct room ID link from patient profile available during the call to ensure correct link access by the patient. \n\nPlease submit a ticket if you continue with technical difficulties.\n","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#3dc6f2","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/5270c2b3-082d-47fb-9fac-8e521e8b27be/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIxYjRlNTY5My04ZjMxLTRjM2EtOTBmZS01NWNkNzM0OGYyMWUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjUyNzBjMmIzLTA4MmQtNDdmYi05ZmFjLThlNTIxZThiMjdiZSI6WyJyZWFkIl19LCJleHAiOjE3Mjg1MDkzNjUsIm5iZiI6MTcyODUwODc2NX0.nhGloe4Pq0ecqce2ioCjpZR0ieVvxHGI4FgaLiXNzzo&client=1b4e5693-8f31-4c3a-90fe-55cd7348f21e&height=300&mode=fit","bannerMediaApiFileId":"5270c2b3-082d-47fb-9fac-8e521e8b27be","useDefaultBanner":false,"isBannerAvailable":true},"portal":{"id":"13","key":"ghsupport","projectId":10063,"serviceDeskId":13,"name":"Genie Health Support ","description":"<p>Welcome to Genie Health's Customer Support Center! You can raise a request for the Genie Health Support team by using the options provided below. You can also contact us at +1 321-558-6855. We look forward to hearing from you.</p>","portalBaseUrl":"/servicedesk/customer/portal/13","onlyPortal":false,"reqTypes":[{"id":"142","name":"Customer Feedback","descriptionHtml":"<p>Please provide any feedback related to the app, your care, or just your overall experience with PT Genie. We appreciate the feedback so we can better serve our customers.</p>","callToAction":"Customer Feedback","introHtml":"<p>This portal is for Genie Health (PT Genie) customers to provide us feedback. Please provide any feedback related to the app, your care, or just your overall experience with PT Genie. We appreciate the feedback so we can better serve our customers.</p>","icon":10617,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10617","groups":[37],"key":""},{"id":"156","name":"Employee Onboarding Or Account Update Requests","descriptionHtml":"<p>Please provide the information below so we can best assist your needs.</p>","callToAction":"Employee Onboarding Or Account Update Requests","introHtml":"<p>Submit an onboarding request for a new hire or if you need an employees account permissions or access updated.</p>","icon":10517,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10517","groups":[38],"key":""},{"id":"186","name":"Exercise Request","descriptionHtml":"","callToAction":"Exercise Request","introHtml":"<p>Submit a service request for modifications to an exercise or addition of new exercises to the Genie platform</p>","icon":10654,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10654","groups":[38],"key":""},{"id":"143","name":"General Request","descriptionHtml":"<p>Please provide information on your request to the Genie Health team so we can best meet your needs.</p>","callToAction":"General Request","introHtml":"<p>This request is for patients with general requests regarding Genie Health services, the application, or the use of the software.</p>","icon":10619,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10619","groups":[37,38],"key":""},{"id":"144","name":"Genie Health Patients Login or Application Access Requests","descriptionHtml":"<p>This ticket is for patients or users attempting to use the Genie Health application access provided- by a licensed healthcare provider. You can provide screen recordings, and screenshots to reference the issue.</p>","callToAction":"Genie Health Patients Login or Application Access Requests","introHtml":"<p>If you are unable to access, or download the Genie Health application or are having trouble with your password please submit a request here.</p>","icon":10626,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10626","groups":[37],"key":""},{"id":"145","name":"Genie Health Patients Telehealth Connectivity or Permission Request","descriptionHtml":"<p>Prior to completing the form, please ensure you have allowed microphone, camera, and location permissions on your device. Update your device and ensure you are connected to Wifi. Once you are in the waiting room you will be admitted to the room with your provider at the time of your call. Before entering you must hit continue after selecting the camera and microphone output.</p>","callToAction":"Genie Health Patients Telehealth Connectivity or Permission Request","introHtml":"<p>Use this form if you are experiencing issues with connecting via the Genie Health application to your provider or having issues setting your permissions correctly.</p>","icon":10627,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10627","groups":[37],"key":""},{"id":"146","name":"Genie Health Provider Environment Access or Password Reset","descriptionHtml":"<p>This form is intended for Employees or External staff members utilizing Genie Health products in their clinics. Please complete the following form to provide our team with the information they need to assist you. Provide steps to reproduce the issue, screenshots, recordings, or any other relevant information to resolve your issue promptly.</p>","callToAction":"Genie Health Provider Environment Access or Password Reset","introHtml":"<p>Submit a service request if you need assistance with access to the Genie Health Provider Interface.</p>","icon":10620,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10620","groups":[38],"key":""},{"id":"147","name":"Genie Health Provider Platform Bug Report","descriptionHtml":"<p>This form is intended for Employees or External staff members utilizing Genie Health products in their clinics. Please complete the following form to provide our team with the information they need to assist you. Provide steps to reproduce the issue, screen shots, recordings, or any other relevant information to resolve your issue promptly.</p>","callToAction":"Genie Health Provider Platform Bug Report","introHtml":"<p>Submit a service request if you are experiencing technical difficulties with your Genie Health Provider Interface.</p>","icon":10621,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10621","groups":[38],"key":""},{"id":"158","name":"Get developer support","descriptionHtml":"","callToAction":"Get developer support","introHtml":"<p>Use this request type to escalate customer issues to developers.</p>","icon":10524,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10524","groups":[38],"key":""},{"id":"149","name":"Internal Account Creation or Permissions Request","descriptionHtml":"<p>INSTRUCTIONS:</p>\n<p>1. Specify the full name, role and credentials of the new hire employee. <br> 2. Select the appropriate license.<br> 4. Select MS Groups to associate the team member to.<br> 5. For bulk account requests, you may attach an Excel file with the following header fields:<br> Employee Name | License Type | Other Accounts |</p>\n<p>License types:</p>\n<p>1. Office 365 Business Basic<br> 2. Office 365 Business Standard<br> 3. MS Teams Voice Plan</p>","callToAction":"Internal Account Creation or Permissions Request","introHtml":"<p>FOR INTERNAL EMPLOYEES or External Partner Employees ONLY!</p>","icon":10628,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10628","groups":[38],"key":""},{"id":"150","name":"New Features Requests","descriptionHtml":"<p>When submitting your feature requests please keep in mind the following definitions when submitting your request.<br> A change request means if the functionality exists on our application and behaving the way it was built based on requirements given, then any changes to this feature or functionality would be considered a \"change request\".<br> New request is something that there is no logic on the backend or features on the frontend that meet the requirements of the new request.</p>","callToAction":"New Features Requests","introHtml":"<p>New request or Change requests related to the Genie Health applications, either mobile or web based.</p>","icon":10481,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10481","groups":[38],"key":""},{"id":"188","name":"Offboarding Request","descriptionHtml":"<p>Please ensure that all details were provided in order for our IT Anywhere team to process the request accordingly.</p>","callToAction":"Offboarding Request","introHtml":"<p>Please use for employee departure request</p>","icon":10514,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10514","groups":[38],"key":""},{"id":"151","name":"Patient Issues with Exercises within the Genie Application","descriptionHtml":"<p>Please provide as much detail as possible about your issue.</p>","callToAction":"Patient Issues with Exercises within the Genie Application","introHtml":"<p>Please submit a request here if you are experiencing issues with your exercises within the Genie Health App, or if you have no exercises available after meeting with your provider.</p>","icon":10624,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10624","groups":[37],"key":""},{"id":"152","name":"Provider Hardware or Software Service Request","descriptionHtml":"<p>This form is intended for Employees or External staff members utilizing Genie Health products in their clinics. Please complete the following form to provide our team with the information they need to assist you. Provide steps to reproduce the issue, screenshots, recordings, or any other relevant information to resolve your issue promptly.</p>","callToAction":"Provider Hardware or Software Service Request","introHtml":"<p>Submit a service request if you need assistance with hardware, software, or device issues.</p>","icon":10622,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10622","groups":[38],"key":""},{"id":"153","name":"Provider Telehealth Connectivity or Permissions Request","descriptionHtml":"<p>This form is intended for Employees or External staff members utilizing Genie Health products in their clinics. Please complete the following form to provide our team with the information they need to assist you. Provide steps to reproduce the issue, screen shots, recordings, or any other relevant information to resolve your issue promptly.</p>","callToAction":"Provider Telehealth Connectivity or Permissions Request","introHtml":"<p>Submit a service request if you need assistance with access to the Genie Health Provider Telehealth Interface.</p>","icon":10466,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10466","groups":[38],"key":""},{"id":"154","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"160","name":"Report a bug","descriptionHtml":"","callToAction":"Report a bug","introHtml":"<p>Tell us the problems you're experiencing.</p>","icon":10545,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10545","groups":[],"key":""},{"id":"162","name":"Suggest a new feature","descriptionHtml":"","callToAction":"Suggest a new feature","introHtml":"<p>Let us know your idea for a new feature.</p>","icon":10535,"iconUrl":"https://ptgenie2.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10535","groups":[],"key":""}],"reqGroups":[{"id":37,"name":"Genie Health Patients"},{"id":38,"name":"Genie Health Employee / Provider"}],"orderMapping":{"38":[186,153,146,147,156,188,149,152,143,150,158],"37":[144,145,151,143,142],"39":[148]},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"createPermission":true,"portalAnnouncement":{"portalId":13,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"GHSUPPORT","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIxYjRlNTY5My04ZjMxLTRjM2EtOTBmZS01NWNkNzM0OGYyMWUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDA2MyI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3Mjg1MDk5NjUsIm5iZiI6MTcyODUwODc2NX0.kTAuFzz4oBDKyZWzLmfdwoiC-Y9klct6upfnknVQFfw","targetCollection":"upload-project-10063","endpointUrl":"https://api.media.atlassian.com","clientId":"1b4e5693-8f31-4c3a-90fe-55cd7348f21e","tokenDurationInMins":20}},"sharedPortal":{"name":"Genie Health Help Center","description":"<p>Welcome to the help center - we're here to help! Raise a request from the options provided.</p>","kbs":{"kbEnabled":true,"appLinkUrl":"https://ptgenie2.atlassian.net/wiki","kbLinkDomainURLs":["https://ptgenie2.atlassian.net"]}},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}