LENS Support

Kaitlyn Drew

Find quick solutions to common LENS issues, access helpful tools, and learn how to get support or request new features.

Support Tools & Troubleshoot Issues

Ask a question to get help directly from LENS Support

Find Helpful Articles in the Help Center

What file types are accepted in LENS? What type of file can I add on LENS?

Accepted File Types in LENS

How to refresh the LENS page. How to access the LENS board windows settings. How to zoom in and zoom out of the LENS board

LENS Keyboard Shortcuts for the board

How do template boards work? What gets copied over from templates? Can users, updates, cards, AIMS, and surveys be copied over?

Template Boards

Can I reset a board after a demo or training? How do I ask for the state of a board to be stored?

Request a Board Snapshot

Can spam texts appear on my LENS board? How to report spam or unwanted cards

About Spam

How can I stop spam messages from being texted into the board? What do I do if I notice an unwanted or accidentally texted in issue?

Report Spam Text Messages

When will new features be released? How does my LENS version get updated?

LENS Release Management Process

Software Development Process for LENS. What happens to my feature requests ticket? Why is there a bug that still exists? LENS Roadmap?

Ticket Process for Feature Requests or Bugs

What products to use to clean your LENS Board

Physically clean the LENS Board

Get help with common questions, board snapshots, templates, keyboard shortcuts, and submitting feature requests.

Support Tools & Resources

When I embed a link, I no longer have the indicator of when my Update was last edited

Troubleshooting: Last Updated

LENS is texting me the wrong messages. I want confirmation of my text posted to the LENS board. I don't want to receive texts from LENS.

Troubleshooting: Errors with Texting to the Board

I am trying to add a new user but I get an error. How do I add a user? Why can't I add a user?

Troubleshooting: "User Already Exists"

I am not able to log in. My email or password is wrong.

Troubleshooting: "Oops! Something's not right"

Why am I getting emails when I am not following anything? What is the difference between following and tracking? I am not getting emails.

Troubleshooting: Email/Notification Settings

SMS to Voice Page not working? Follow these steps to narrow down the problem and find your solution to successfully texting in cards.

Troubleshooting: Texting in a Card with a Hashtag

When I send a message with a # hashtag to the board with my android phone it always ends up on the default list

Troubleshooting: Text in Cards using Android

Resolve common LENS errors—such as login issues, texting problems, or email notification erros—with quick how-tos.

Error Messages & Fixes

Kaufman Hall, a Vizient Company

No tickets or conversations found

Try selecting a different creation date range.

Tickets and conversations you've started through the messenger will appear here.

No tickets or conversations created by you

Try using different keywords or checking for typos.

Try selecting a different update date range.

Find answers and get help from Intercom Support and Community Experts

Conversations you've started through the messenger will appear here.

No conversations created by you

No conversations found

Title

This site employs cookies and other technologies that we and our third party vendors use to monitor and record personal information about you and your interactions with the site (including content viewed, cursor movements, screen recordings, and chat contents) for the purposes described in our Cookie Policy. By continuing to visit our site, you agree to our {websiteTermsLink}, {privacyPolicyLink} and {cookiePolicyLink}.

This site uses cookies and similar technologies ("cookies") as strictly necessary for site operation. We and our partners also would like to set additional cookies to enable site performance analytics, functionality, advertising and social media features. See our {cookiePolicyLink} for details. You can change your cookie preferences in our Cookie Settings.

We use cookies to make our site work and also for analytics and advertising purposes. You can enable or disable optional cookies as desired. See our {cookiePolicyLink} for more details.

Advertising cookies are set by our advertising partners to collect information about your use of the site, our communications, and other online services over time and with different browsers and devices. They use this information to show you ads online that they think will interest you and measure the ads' performance. Social media cookies are set by social media platforms to enable you to share content on those platforms, and are capable of tracking information about your activity across other online services for use as described in their privacy policies.

These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.

These cookies are necessary for the website to function and cannot be switched off in our systems.

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.

You have the right to opt out of the sale of your personal information. See our {cookiePolicyLink} for more details about how we use your data.

Your Privacy Choices

We use cookies to enhance your experience. You can customize your cookie preferences below. See our {cookiePolicyLink} for more details.

Cookie Settings

Empty Help Center

Uh oh. That page doesn’t exist.

Home

Search results

Disappointed

Neutral

Smiley

Thinking...

Searching through sources...

Analyzing...

Tickets submitted through the messenger or by a support agent in your conversation will appear here.

No tickets created by you

No tickets found

Conversations and tickets in {topic}

Conversations and tickets in {topic} // {subtopic}

Volume, requesters and topics for your company.

Insights

Top requesters

AI topics

Track the progress of all tickets and conversations related to your company.

Customer Portal.

Track the progress of all tickets related to your company.

Tickets portal.

{assigneeName} needs more information from you

Tickets

No access to tickets portal

Search

Skip the search. Describe what you’re trying to do and get a grounded answer.

Browse articles and guides in this topic.

Create your workspace and invite the people you work with.

Set up your account

Build your first workflow and watch it run end to end.

Ship something

Connect the tools your team already uses to bring data in.

Connect your stack

A quick lap of the product so you know where everything lives.

{appName} in 60 seconds

This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

Prototype answer unavailable

I’ve got this page open. Ask me anything about it and I’ll answer from the docs.