Solutions Inbox FAQ and Tips

Below are some most asked questions by people in the solutions@go.relias.com inbox, with the most common answer/solution:

If someone asks to unsubscribe, process this immediately.

We want to avoid any backlash for not complying with CANSPAM policy. They usually respond to an email that was sent to them directly, so you can just scroll to the bottom of the email and hit Unsubscribe for them because the link will be cookied to their email address. If that isn’t possible for some reason, submit a Help Desk ticket to Business Systems (tagging Michael Donoghue, usually) and they will process that request.

If someone asks about adding seats to their account, pricing information, specifically for a demo, etc.:

This is a demo request—forward directly to Lead Ops (Meaghan and Jasmine) so they can route appropriately

If someone reaches out about canceling a service, requesting a copy of their contract, etc.:

My first thought would likely be to send it to the account manager and see if it’s something they will handle or if we need to send it somewhere else.

If someone reaches out about anything support-related (I can’t log into my Relias account, a course isn’t working, I need a transcript, etc.), forward as noted below:

If it’s SAAS (B2B) product (RLMS), forward that email to supportticket@relias.com

If it’s a Marketplace (B2C) product (Nurse/Academy/Media/Woundcare), forward to marketplacesupport@relias.com -- you don’t always be able to tell the product, but as long as we at least forward to support they can get it to the right person.

**PLEASE NOTE**: These are internal inboxes only, so do NOT share these externally (it will not work for clients). This is purely for Relias employees to forward Support requests.

If someone asks to be added to our email list?

First, encourage them to fill out a form on any asset; even better if you can identify their vertical from their email signature or look up their email/account to see if they’re in SFDC:

Thank you for your interest in our resources. The quickest way to be added to our email system would be to submit one of our forms. If you fill out your information on any of our assets, (internal note: you can use the resource link by default, but even better if you can link to their specific industry instead, e.g., https://www.relias.com/resource?_resource_industry=behavioral-health ) you should begin to receive emails from us within the week. We can also submit a request to add you to our system, but it will take longer than just filling out a form where you'll enter the system immediately!

If the user doesn’t want to fill out a form, submit an ISR and attach the email in which they made the request so that we have a paper trail of them asking to opt in.

If a client is requesting a W-9 or other tax form, forward the email to accounting@relias.com

If someone has feedback about a course, asks for more information or resources, etc.

Depending on what they’re saying/asking, the first thing to do is reach out to your DG/CM/PM manager to see where we might want to route this. You can also ask Chrissey or Jenna, and they might have some insight, too.

Although infrequent, you may receive other requests outside of these parameters. Just ask Chrissey/Jenna/Maria to see if we can figure out a solution!