If you ever feel stuck or unsure, you’re not alone — support is always within reach. Here’s a simple guide on SAM's support options and which to choose so you can get the help you need quickly and confidently.

Start with Your SAM Leads

Your SAM Leads are Full Admin users within your organization. They manage users, customize your site, and handle day-to-day system administration.

Go to your SAM Lead when you:

• Have questions about workflow or program setup
• Want to implement a new program, form, or process
• Need changes to a form, template, or report
• Have questions about permissions or user access

They’re your first and fastest line of support.

Check the Help Guides

The Help Guides are your searchable library of how-to articles and feature explanations.

To access them:

• Click the help menu at the top of any page in SAM > Help Guides
• Bookmark the link for easy reference

If you’re looking for step-by-step instructions, this is a great place to start.

Open a Support Ticket

Our Support Team at InReach Solutions is here to help with general questions, troubleshooting, strategy and customizations.

To contact Support:

• Click the help menu at the top of any page in SAM > Create a Ticket
• This will open a pop-up to submit your support request
• Support requests are bound by our Terms of Service

Use a support ticket for:

• How-to questions
• Customization requests for our team to complete
• Reporting issues or error messages

Best Practices for Support Tickets

• Check with your SAM Lead first — they may already have the answer
• Include a direct link to the page in question (copy and paste the URL)
• Do not share PHI (personal health information)
• If sharing screenshots, remove identifying information
• Submit one ticket per request and reply to the same email thread to add details, as clear, complete tickets help us resolve your request faster.

Join SAM Talks

Each month, we host live support sessions.

SAM Talks are open office hours designed primarily for SAM Leads, but all users are welcome. Bring your questions and get real-time guidance from our team. Access our schedule for SAM Talks here. 

Schedule a Support Call

For dedicated one-on-one time, book a video consultation with our team. Inreachsolutions.com/schedule

This is ideal for deeper workflow discussions, planning, or strategic questions.

No matter where you start, we’re here to help you succeed with SAM. 👊