Adding an Example to an Existing Ticket

  • Updated on Nov 14, 2025
  • Published on Feb 15, 2024
  • 2 minute(s) read
Prev Next

Sometimes, in order to reference a claim, ERA, or eligibility inquiry to Claim.MD Support, you will want to add an example to an existing support ticket.  Follow the steps for appending a claim, ERA, or eligibility example to a ticket below. Clicking on the links below will navigate you to the corresponding section. 

For New Tickets
Go to the Support Tickets article for instructions on creating a new ticket for a claim, ERA, eligibility, or general inquiry. 

Adding a Claim Example to an Existing Ticket


Adding a Claim Example Steps:

  1. Search for your claim that you want to append to your ticket. 
  2. In the claim list, select the specific claim record you wish to append. Match the patient name, account number, dates, etc. to ensure this is the correct claim.
  3. Click the button on the top of the popup window.
  4. A support ticket popup will open on the right side of the screen.
  5. In the "Is this ticket associated with an open issue?" dropdown, select the existing ticket that you wish to append the claim to.
  6. In the description field, write a detailed explanation of why you are adding this example.
  7. Click .


Adding an ERA Example to an Existing Ticket

Adding an ERA Example Steps:

  1. Click on View ERA on the left navigation menu. 
  2.  Click on the button on the top of the page.
  3.  Enter the specific search criteria. A common criteria is the check/EFT #. 
  4.  Click the button.
  5.  In the Selected Action dropdown to the right of the ERA record, select GetHelp. 
  6. A support ticket popup will open on the right side of the screen.
  7. In the "Is this ticket associated with an open issue?" dropdown, select the existing ticket that you wish to append the ERA to.
  8. In the description field, write a detailed explanation of why you are including this example.
  9. Click . 


Adding an Eligibility Example to an Existing Ticket

Adding an Eligibility Inquiry Steps: 



  1. Click the Eligibility page in the left navigation menu.
  2. Search the Eligibility records using a search criteria. Insured Last and First Name is a common criteria. 
  3. In the eligibility records list, select the specific record you wish to append.
  4. A View Eligibility popup will open on the right side of the screen.
  5.  Click on the  button on the top of the popup window.
  6. A Get Help popup will display on the left side. 
  7. In the "Is this ticket associated with an open issue?" dropdown, select the existing ticket that you wish to append the Eligibility Inquiry to.
  8. In the description field, write a detailed explanation of why you are adding this example.
  9. Click . 

Adding a Document to an Existing Support Ticket

Occasionally, adding documents such as a Member/Insured ID Card, Payer Explanation of Benefits (EOB), or similar documentation to an existing support ticket is required. This step aids in verifying Payer ID Numbers, a standard part of our procedure, or fulfilling other verification purposes.

Steps for adding a document to an existing ticket:

  1. Scan the document, to create a PDF document for attachment.
    IMPORTANT!

    When scanning a card like a Member/Insured ID Card, you must scan both the front and back of the card. 

  2. Click on Support Tickets in the left menu. 
  3. Find your existing ticket in the Support Tickets page.
  4. Click the paperclip icon on the bottom left, select   , select the file on your drive, and click   .
  5.  After attaching the document and entering your message, click the button.