The main purposes of the pharmpress.zendesk.com site are:
- to share information more effectively between users, publishing personnel and potential customers;
- to give customers access to a consistent process for dealing with their technical support requests.
Information from the publisher is presented in the form of articles, like this, which are compiled into broad sections according to the nature of the enquiry they set out to address. The sections themselves are grouped into categories by PhP digital product/website. At present, there are categories for FormularyComplete, the BNF & BNFC app, ONtrack/FASTtrack and Pharmaceutical Journal (digital versions). The Pharmaceutical Press website and MedicinesComplete have their own FAQ pages, which are not duplicated here, although we do handle requests for help from users of those sites. Note that some sections are visible only to users who have signed in and are verified users of the product concerned.
You can enter keywords in the search field to look for articles about a particular aspect of the product, or navigate down from product category through section to article via the hyperlinks embedded in the contents lists and navigate back upwards using the breadcrumb trail that appears towards the top left of a content page.
You can leave comments on articles, and information that you add in this way about local experience with the software could prove very helpful to fellow users. Please do not use the "Comments" box to ask for help.
Before logging a support request, please check out the articles on this site. If you need assistance to sort out a technical problem with the software, click the Submit a request link and fill in the details on the web form. On submission of the request you will receive an automated email acknowledgement, which should be followed by a considered reply within one working day.
The support email address is firstname.lastname@example.org. If possible, please use the web form rather than the email address for the initial submission of a request, as the form prompts you for information on local parameters that gives us a start in identifying possible causes of the problem. At busy times priority will be given to issues logged via the form.
Responses on issues that you submit can be viewed both at the website under “My Activities” and in emailed replies. The website option gives fuller information on your current requests and also enables you to set an issue to Solved when you are satisfied with the response.
Please feel free to submit suggestions as well as requests for help.