Q. How do I submit an eTicket for support? What are the advantages of this support method?

A.
eTicketing offers customers with support questions a non-telephone option which has proved to be tremendously successful. Customers have raved about the “prompt and efficient response times”. Submitting via e-Ticket is fast and efficient, and provides users the ability to track the ticket’s progress and resolution on e-MDs Support Center website.

1. On the Support Center website, click on the Request Support tab, and then click on Submit a Ticket.

2. In the Submit a Ticket window are three sections: Contact Info, Ticket Description, and Options. (Contact Info is auto-populated by the system. The user must complete the remaining sections.)

3. In the Ticket Description section, complete all fields. (Required fields are denoted with an asterisk. Note: To ensure rapid delivery of your ticket to the appropriate support agent, select the pertinent topic from the dropdown list in the Related To field.)

4. If you want to include screenshots or additional information with the support request, you can do so in the Options section of the Submit a Ticket window. Click on Attach a File and then browse to the file you want to include. (Note: You can attach up to 10 files or 25 MB, whichever comes first.)

5. In the Contact CC List in the Options section, enter the email address for anyone to be copied on communication regarding this support request. (Separate multiple addresses with commas.) When you have completed all sections of the Submit a Ticket window, click on the Finish button.

6. When you click the Finish button, a confirmation message is displayed. The confirmation message contains the ticket number that you can use to track your ticket. Note: You will also receive an email that includes the ticket number.

Q. What’s new with the Implementation Team?

A. Your e-MDs Claims Project Managers have become e-MDs CPM/EDI Specialists.

In a concerted effort to rebuild client confidence and offer seamless customer support, your CPM/EDI Specialists are assigned to specific accounts, able to provide comprehensive services, and offering our clients the convenience of a single contact. With our expanded roles and responsibilities, we want to ensure that our name properly reflects the realm of services that we encompass.

The new role integrates both Claims Implementation and Claims Support, as well as additional EDI (Electronic Data Interchange) responsibilities, including Claims, Electronic Remittance Eligibility and Clearinghouse Interface support.

Please update your files and documentation to reflect the new name. For more information, contact Lizza Betancourt at 512-623-6908 or e-mail to claims@e-mds.com.