If you are not a Support User, contact your System Admin to open a ticket for you.

There are several ways to access the Help Center/Ticket Portal from the PM System.

1. Select the Help Center link on the left side menu.
2. Select the Life Preserver icon in the upper right corner.

3. Select Show Me How on the bottom left.

4. Select the  ?  on the top right.

5. The View Ticket button is included in the automated email notification.

• This button will only work if the User has already logged into the PM System and used one of the methods above to access the Help Center.

Support Tickets

If you have been designated as a Support User, Tickets can be created to address your issues. Tickets are sent immediately to Support, and they will be answered as quickly as possible.

If you are not a Support User, contact your System Admin to open a ticket for you.

When you open a Support Ticket, please share enough detail for our team to understand your workflow and the issue you are experiencing. The more context you provide up front, the faster we can identify the root cause and get you a resolution.

Include a summary of:

• What you were trying to accomplish

• The steps you followed

• What you expected to happen

• What actually happened instead

If you have already tried troubleshooting steps or reviewed Help Center articles, please note that as well.

When applicable, include:

• Workflow steps taken

• Your end goal or desired outcome

• The current, undesirable outcome

• Examples such as Patient or Encounter IDs, Receipt IDs, Report names, or screenshots

Providing clear details allows Support to understand your scenario without needing to request additional information, which helps us resolve your ticket as quickly as possible.

Open a Support Ticket

• Select the Help Center on the Left Side Menu.

• Select Tickets on the top right or below on the right.

• Select Add Ticket.

PM Practice Management Support

For PM related questions and problems, select the Submit a Ticket button under PM Practice Management Support.

Complete the Submit a Ticket Form

1. Secondary Contacts (CCs): These are additional requestors of a ticket. They will be automatically added as recipients in replies of associated tickets and can access those tickets via the Help Center.
2. Layout: Defaults to Practice Management Support.
3. Enter your Server-Database Number.

• Example: S2-500

4. Phone: Enter your Phone number if you want to be contacted by Phone.
5. Preferred Contact Method: Choose how you want to be contacted.

• Help Center or Phone

6. Subject: Enter a subject that briefly describes your issue.
7. Category: Select the Category that fits your issue.

• Example: Claims

8. Sub Category: Select a sub category to define your issue further.

• Example: Claims - Professional

9. Enter the Encounter Number If the field displays

• Example: e12345

Depending on the Category and Sub Category selected, specific fields will display.

10. Additional Details: Complete this section with as many details as possible.
11. Attach a File if applicable.
12. Select Submit.

MS Manage Services

To manage the following Services, select the Submit a Ticket button under Manage Services.

• Premium Add-On Feature Requests

• IDology Scanning (Acuant)
• Appointment Reminders
• Balance Notifications
• Conversion
• Forms
• Interface
• Jopari Attachments
• Merchant Services
• Other
• Patient Estimation
• POPS
• Real-Time Claim Status
• Real-Time Eligibility
• SFTP Managed File Transfer
• Statement Services

• Enhancement Requests

• Admin
• Charges
• Claims
• Libraries
• Other
• Patient
• Payments
• Reports
• Scheduling
• Statements

• Interface - New

• API
• HL7
• Import - CSV File
• Outside Vendor - EMR Lab, etc
• SFTP Managed File Transfer

• Accounting: Invoice Concerns

• Invoice Address
• Invoice Contact
• Invoice Payment
• Invoice Questions
• Other

• Additional Training Requests
• Manage Database Requests

• Add Tax ID to Database
• Change DB Status - Training
• Custom Subdomain
• Go-Live Update
• Manage Shared Libraries
• Other
• Request New Database
• Retire Database
• View Only

• Manage Services

• IDology Scanning (Acuant)
• Appointment Reminders
• Balance Notifications
• Claims
• ERAs
• Interface
• Merchant Services
• Multiple Services
• Patient Estimation
• POPS
• Real-Time Eligibility
• Statement Services

• Training

• Established Client - Add-on Training
• Established Client - New Employee

Complete the Submit a Ticket Form

1. Enter Secondary Contacts, if applicable.
2. Layout: Select Manage Services
3. Enter your Server Database Number or Practice Name (Ex: S2-500)

4. If your Preferred Contact Method is Phone, enter your phone number.
5. Select your Preferred Contact Method.
6. Select the appropriate Category.
7. Select the appropriate Sub Category.

8. Subject: Enter a short description for the ticket.
9. Description: Enter as much detail as possible.
10. Use the Attach a file link to add an attachment.
11. Select the Submit button.

Learn More

Find/Edit an Existing Support Ticket

Support Ticket Portal FAQs

Support Policies

Keep Active, Deactivate, and Reactivate User IDs