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Any Tier 2 or higher Support team member has access to the Client List when logged into their Super Admin user account. The Client List is full of resources and actions that Support team members will need to use daily.
Navigation
1. Log into your MediRoutes Super Admin user account at https://app.mediroutes.com/#/login.
2. From the black tab menu on the left side of the screen, click the icon that looks like 3 little people. (When you hover over it with your mouse or open up the tab menu fully, you will see it says, "Clients.")
When you get to the Client List, you should see the screen below.
Overview
The main Clients screen is used to pull up companies by typing the company name in the search bar and hitting the enter key on your keyboard. There are More Options in the top right corner, which provide many tools used by the company, but only one of those is used by the Support team and covered in this guide. When you pull up a company, you can click their name to open up a dropdown full of information about the company and that company's MediRoutes database, as well as additional tools that can give you more information and allow you to add or change information within that company. All of these resources and tools will be covered in this guide to assist Support members in their day-to-day tasks.
More Options: All Users Search
When clicking on the More Options button in the top right corner of the Clients page, you will see an option that says All Users with a search icon. This search is used to search usernames, either to find out what company a particular user works for or to find out if a username has already been used in an existing MediRoutes system.
After clicking the All Users option, you will see the Global Users Search page. The search bar is misleading, because it currently says, Search By Company Name, but the search bar is for searching usernames only. We are still trying to work out some kinks with the page, so it is important to note that if you search anything other than a username, you may not get valid search results.
Tip: We on the Support team find that this search page sometimes performs better if you are able to copy and paste the username into the search bar.
If you need to determine what company a user works for (they do not know the company name or provide a company name that does not match anything on client list), the All Users/Global Users Search will be the best tool for the job. It is also a go-to tool if a client wishes to verify that a username they are trying to enter for a new user is unique across all of our systems.
Viewing and Editing Client Information
To pull up a client company's information, you will type in either their full company name or the first couple words of the name if it is a longer name and then hit the Enter key on the keyboard to get the results. Once you have located the right company, click on the company name to view information on them.
There are a few things within this information box that can be important for Support to check when assisting a client:
1. Timezone: There are rare cases where a newer client was accidentally set to the incorrect time zone, which can cause performance times from the drivers to show as off by an hour or two.
2. Calendar Trips: This is a setting that controls how many days out that client's calendar trips will be created. By default, calendar trips are created 30 days out into the future, but that number can be changed here.
3. Website URL: If a client is interested in using the Notifications feature, they need to have a website listed here. Without it, they will not be able to get an approved phone number for setting up notifications.
To edit any of the fields viewed here, click the padlock icon in the top right corner. When you are done making changes, click Client Options, then click Save.
Other information can be viewed and edited that is below the information at the top. This includes:
1. Billing: some information regarding the client's billing, like their billing start date and what their per trip charge is.
2. Contact: general contact information for the client and the age of the client per our system.
3. Notifications: shows if notifications are enabled for the client and allows you to quickly check Twilio information if they do use notifications. This field can also be edited to enable notifications for the client by checking the Notifications V2 checkbox.
4. Status: basic training information with some general numbers on what is in the client's system.
Client Options
The Client Options menu is used heavily by Support because it allows us to access the Employee list, where we are able to add ourselves as users to client systems. There are 4 main tools within this menu that are used very regularly by Support.
1. Billing: takes you to the main billing page for the client. This is the same page that they see when going to Billing and Payments on their end. You can view their saved payment method at the top and invoices for the client at the bottom of the page. We can also run payment for an invoice for the client if they are out driving and attempting to pay their bill.
2. Employees: displays the full user account list for the client and allows you to create your own account. More information is given in the next section
3. Notifications Usage: a report showing the notification usage for the client. This report is mainly used to calculate billing for notifications for each client.
4. Integration History: a tool for checking if a trip came into the client system from the broker via API and what data was sent over for the trip or trips in question.
Client Employees Page
The Employees page will be the most frequently used tool on the Support team mainly because it allows us to add ourselves into client systems when needed. We can also use it to:
- Make ourselves active again in the case that a client made our user account inactive
- Check user accounts to make sure users are entering the correct username
- Check user accounts to make sure the correct access roles are assigned
- Send password reset links to users
- Verify the email address on a user's account
- Quickly update a user's email address in order to send a password reset link to ourselves and set a temporary password on the account to test that it works
- Grant API access to a user
To add yourself as a user to a client's system, from the Employees page, click the Add Employee button in the top right corner.
In the popup window, enter all required fields (first and last name, email address, username, and password). To select all needed access roles, click the role at the top of the list, hold the shift key on your keyboard, and then click the role at the bottom of the list. This will select multiple access roles so that you can access everything in that client's system without restrictions. As a best practice, we also always put MediRoutes Support as the driver's license number to indicate to the client that the user account is for a Support team member. Click Confirm at the bottom to save the account.
