--- title: "Support Tickets" slug: "support-tickets" tags: ["General Ticket", "Missing ERA", "Attach", "Support", "Open Tickets", "Attach File"] updated: 2026-06-03T18:59:47Z published: 2026-06-03T18:59:47Z canonical: "docs.claim.md/support-tickets" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.claim.md/llms.txt > Use this file to discover all available pages before exploring further. # Support Tickets ## Support Tickets Overview The **Support Tickets** system helps manage and track user inquiries within the Claim.MD platform. Please NoteSupport can only assist and respond to users **listed on the account**. ## Guidelines for Creating New Tickets Follow these guidelines to ensure efficient resolution of support inquiries: - **Claim Issues:** Create tickets from the [View/Edit Claims](/v1/docs/support-tickets#getting-help-from-viewedit-claims) page for claim-related issues. - **ERA Concerns:** Use the [View ERA](/v1/docs/support-tickets#getting-help-for-era-issues) page for ERA-related issues. - **Eligibility Issues:** Submit tickets through the [Eligibility](/v1/docs/support-tickets#getting-help-for-eligibility-inquiries) page. - **General Inquiries:** Use the [Support Tickets](/v1/docs/support-tickets#creating-a-general-ticket) page for issues not related to claims, ERA, or eligibility. Examples of general inquiries include: - Claim.MD login issues - User interface problems - Managing users - Provider enrollments ### Creating a General Ticket 1. Go to the **Support Tickets** page. 2. Click . 3. Select a ticket type (e.g., Web Interface Issue). ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1742325374445.png) 4. Indicate if it is a new issue or associated with an existing ticket. 5. Enter issue details in the text box. 6. Click . 7. The ticket will appear under **Open Tickets**. ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1742325385499.png) 8. Click on a ticket to open it and reply to responses from Claim.MD support. ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1742325396974.png) 9. To attach files, click the paperclip icon, select , then click . More Information Ensure your ticket includes: 1. A clear and concise summary. 2. A detailed explanation with error messages or symptoms. 3. Relevant context (e.g., software version, OS details). 4. Impact on productivity or revenue. 5. Expected outcome or resolution request. ## Attaching Files to Support Tickets - Click the paperclip icon, select , then click . ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1742325432789.png) **Note:** You can only attach one file at a time to a support ticket. To add multiple files, attach each file individually. ## Ticket Search The **Support Tickets** page includes a search feature: - **All Tickets:** View all account tickets. - **My Tickets:** View tickets created by you. Search options include: 1. Leave the search field blank to display all tickets. 2. Enter a ticket number to find a specific ticket. 3. Enter keywords to find relevant tickets. ## Understanding the Blinking Cross A blinking cross on the **Support Tickets** page indicates that there has been an update to either the ticket itself or the claim history notes, and that update has not yet been viewed. ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1780064013723.png) Please NoteThe blinking cross may also appear on closed tickets when there is still an unviewed message update. This is expected behavior and does not indicate a new feature. ## Missing ERA Tickets To initiate a Missing ERA Support Ticket, first confirm your ERA [enrollment](https://docs.claim.md/docs/add-provider#enrollment-required) with the relevant payer. Once verified, follow these steps: 1. Navigate to the **Support Tickets** page. 2. Click . 3. Select **Missing Remittance (ERA) / ERA Enrollment**. ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1704217904962.png) 4. Choose the appropriate **provider** for which the ERA is missing. 5. Select the corresponding **payer**. 6. Enter details such as the check number, amount, and date (one example is sufficient). 7. Click to include the check information. 8. Click **Continue Ticket** to complete the process. 9. In the description section, provide details such as: - Was the provider previously receiving ERA from this payer, and did it stop? - Are there other missing ERAs for this payer and provider? 10. If a paper EOB was received, attach it to the support ticket. *Note: Missing ERA requests for UHC plans and Cigna **must** include an EOB or another supporting image (screenshot, etc.). 11. If no EOB is available, provide a Direct Deposit Acknowledgment Receipt (DDAR) or the bank transaction ID (only transaction ID data is needed). 12. Click to finalize the request. ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1704217042274.png) ### Attaching EOB and/or DDAR After submitting the ticket: - Open the ticket from the list on the left-hand side. - Click the paperclip icon at the bottom left. - Select , pick the file from your drive, and click . ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1704217376740.png) ## Getting Help from View/Edit Claims - Click the ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1678129208339.png) button to create a ticket linked to a specific claim. ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1742325535569.png) - Describe the issue and submit the request. Support replies will appear in the ticketing system. ## Getting Help for ERA Issues 1. Go to **View ERA** from the left-hand menu. 2. Click and find the relevant record. 3. In the ERA list, select **Get Help** from the dropdown. 4. Enter a description and click . ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1742325581357.png) Adding an Example to Existing ClaimsFor adding claim, ERA, or eligibility examples to an existing ticket, refer to [this article](/v1/docs/adding-an-example-to-an-existing-ticket). ## Getting Help for Eligibility Inquiries - Click the ![](https://cdn.document360.io/367e6528-88da-4443-9da1-fcdd7e6d4d49/Images/Documentation/image-1693933340729.png) button in the **View Eligibility** menu. - Enter issue details and click . - Track the ticket status in the **Support Tickets** page.