Support Tickets

The Support Tickets system is designed for managing and tracking user inquiries within the Claim.MD platform.

Guidelines for Creating New Tickets

For efficient resolution of different types of support inquiries within our system, please follow the guidelines below:

• Claim Issues: Generate tickets from the View/Edit Claims page for issues relating to a specific claim.
• ERA Concerns: Use the View ERA page to generate tickets relating to a specific ERA.
• Eligibility Issues: Create tickets through the Eligibility page relating to a specific Eligibility inquiry.
• General Inquiries: For issues not specifically related to claims, ERA, or eligibility, submit your ticket directly through the Support Tickets page.
  Examples of general inquiries include:
  • Claim.MD login issues
  • User interface problems
  • Managing users
  • Provider enrollments

To create a general ticket in the Support Tickets page:

1. Navigate to Support Tickets page in the left-hand menu. 
2. Click New Ticket button on the left
3. Select one of the pre-selected ticket types (e.g. Web Interface Issue)
4. On the View/Edit Ticket screen, in the dropdown, select whether it is a new issue or associated with an open ticket. 
5. Enter a detailed explanation of your issue in the Describe your issue text box.
6.  Click the   Submit Support Request button
7. The ticket will display on the Open Tickets on the left-hand navigation menu. 
8. Click on the ticket to open it up again. A green message box on the bottom will display in which to write a reply to any responses from Claim.MD support.
9. If there are any screenshots or documents that need to be attached, click the paperclip icon on the bottom left, select Choose File  , select the file on your drive, and click   Attach .

Attaching a File to a Support Ticket

• If there are any screenshots or documents that need to be attached, click the paperclip icon on the bottom left, select Choose File  , select the file on your drive, and click   Attach .

Ticket Search

When Support Tickets is selected from the left menu, the first screen that appears will include a ticket search field. From here, all users (except those with Eligibility-only access) can choose to search either "All Tickets" from an account or only their own tickets by selecting "My Tickets" in the dropdown menu. 

• All Tickets = All Tickets in the Account
• My Tickets = Tickets Created by You

There are three ways to search for tickets:

1. Leave the Search field blank: Either all tickets for the account or all of your own tickets (depending on whether "All Tickets" or "My Tickets" is selected) will be displayed in the list. Select a specific ticket to view or edit its contents on the right side.
2. Enter a specific ticket number: Only the ticket with that number will be listed and displayed.
3. Enter content words or phrases from the ticket: A list of tickets containing that content will be displayed. Select a specific ticket to view or edit its contents on the right side.

Missing ERA Tickets

To initiate a Missing ERA Support Ticket, it is crucial to first confirm your ERA enrollment with the relevant payer. Once this is verified, follow these steps:

1. Navigate to the Support Tickets page.
2. Click on the New Tickets button.
3. Select "Missing Remittance (ERA) / ERA Enrollment."
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; please note that providing one example of a missing check is sufficient.
7. Click Add Example Check/EFT to include the check information.
8. Click "Continue Ticket" to complete the process.
9. In the description section, include vital information such as, was the provider previously receiving ERA from this payer and then the ERA stopped, are there other ERA for this same payer and provider that are missing in addition to the one ERA example provided? 
10. If a paper EOB was received, attach it to the support ticket (see instructions below). *Please note, missing ERA for UHC plans and Cigna cannot be researched without an EOB or other image (online screenshot, etc...).  
11.  As an alternative, if an EOB or other payment documentation cannot be obtained, please provide the Direct Deposit Acknowledgement Receipt (DDAR) or the bank transaction ID information. You can locate the ERA check number as it will be embedded in the transaction ID associated with the bank report. Please only provide the transaction ID data. We do not need any other banking information.
12. Click Submit Support Request button on the bottom of the ticket.

Attaching EOB and/or DDAR
Once you have already sent the ticket, click back on the ticket from your list on the left hand side. You can attach your EOB and/or DDAR, by clicking the paperclip icon on the bottom left, select Choose File  , select the file on your drive, and click   Attach .

How to Get Help from the View/Edit Claims section:

There is a  button on the top of the screen.  Clicking this button will generate a ticket that will display on the right side of the screen. The benefit of creating a ticket here, is that it will generate a ticket directly related to this claim. This feature will help save time in going back and forth looking up information. It is recommended to use this button when making tickets on specific claims.

In the blank field under Describe your issue, enter the issue you need addressed. If you click   Submit Support Request  this will be sent to the support team and given a ticket number. They will reply back in a ticket that will be sent to the information provided in the contact information that was set up in Your Information in settings. To view the ticket directly in Claim.MD, navigate to Support Tickets on the left-hand navigation menu. This will display a list of open tickets. Click on the ticket to view any messages from support and reply to them in the green response field.

Navigate back to the View/Edit Claim screen. If someone replies in the ticketing system, a red cross with arrow pointing to the Get Help menu will display to indicate you that there is a new reply that has not been viewed yet. Click the button to view the ticket from this screen and reply if necessary. 

To Get Help for the ERA section

1.  Navigate to View ERA page on the left-hand navigation menu
2.  Click   Search ERA button on the top of the page and search for an ERA based on criteria in the fields. 
3.  In the ERA list, click the Selected Action dropdown next to the ERA record
4. Select GetHelp
5.  A ticket will appear to the right. You can select any ticket this ERA may be associated with in the dropdown or keep it as the default New Issue. Enter a detailed description of your issue.
6. Click the   Submit Support Request button on the bottom.

To Get Help for Eligibility Inquiries

• A support ticket can be directly initiated concerning the patient information entered into the eligibility search by clicking the button on the View Eligibility pop-up menu.
• Once this button is selected, a ticket will open associated with that patient. 
• Enter the issue and click the   Submit Support Request  button to send a ticket to the Claim.MD support team. 
• You can go to Support Tickets to see the status of the associated eligibility ticket.