New Support Portal: Submitting a Support Ticket

Description

This article provides step-by-step instructions for submitting a support ticket through the E-Claim Support Portal. Learn how to access the ticket form, complete required fields, utilize AI-powered suggestions, and provide supporting materials to ensure your issue is resolved quickly and efficiently.

Important Policy Information

Many submitted support tickets are ultimately attributed to user error, personal system/browser problems, or training questions. For this reason, our policy is to allow administrative users the opportunity to address reported issues internally before submitting tickets to E-Claim Support. Please note that the site owner may be assessed a service charge on issues that are escalated to an E-Claim Help Desk representative and determined to be unrelated to the application.

Business Hours: E-Claim's regular business hours are 7:00 AM to 6:00 PM Central, Monday - Friday, excluding holidays.

User Types and Support Options

Non-Administrative Users

Non-Administrative users include: Adjuster, Customer Service, Client Examiner, and Client Manager roles.

Non-Administrative users cannot submit tickets directly to the ClickClaims Help Desk. Instead, they should:

Follow their company's internal support escalation procedure
Use the "Internal/Company Support" option within the ClickClaims CMS application
Contact their manager/supervisor if unsure of proper reporting protocol

If the issue cannot be resolved internally, an administrative user will submit a support ticket on their behalf.

Administrative Users

Administrative users include: Owner, Administrator, Company Examiner, Claims Supervisor, Team Lead, File Reviewer, Accounting, Human Resources, and Sales and Marketing roles.

Administrative users can submit support tickets directly to the ClickClaims Help Desk via "ClickClaims Support."

Note: The ClickClaims Help Desk should not be used for account management requests (password resets, user activation/deactivation, or security access changes). Only Owner, Administrator, or Human Resources roles can manage accounts and security levels.

Accessing the Support Ticket Form

Navigate to the E-Claim Support Portal
Navigate to Support Requests in the main navigation bar
Select "Submit a Support Ticket" from the dropdown submenu

Alternative Access: If you cannot access the portal through the normal method, you can manually navigate to the support portal URL and log in using your credentials.

Completing the Support Ticket Form

Required Fields

All fields marked with an asterisk (*) are required and must be completed before submission.

Subject Line

Create a clear, informative title that summarizes your issue in the Subject field. This helps our support team quickly identify and prioritize your request.

AI Assistant Suggestions

As you begin typing your issue description, our portal's AI assistant will automatically search for relevant solutions. If matches are found, suggested articles and video tutorials will appear in the right sidebar.

Important: Please review these suggestions carefully before proceeding. Many common issues can be resolved using these recommended resources, which will provide you with an immediate solution.

Issue Description

In the "Please describe your request" field, provide as much detail as possible about your issue. Include:

How, when, and where the issue occurred
Actions taken immediately before or after the issue occurred
At least one example claim number (if claim-related)
Any error messages received
Whether other users are experiencing the same issue
Specific user role of the person(s) experiencing the issue
Any other information that may provide insight into the issue

Adding Supporting Materials

Screen Recording (Recommended)
Use the screen recording button to capture a video of your issue. This is the most effective way to help our support team understand and replicate your problem, leading to faster resolution.

Screenshots and Attachments
Use the upload button to attach screenshots, documents, or other files that provide additional context about your issue. Include error messages, validation messages, or any related files/documents.

Emergency Designation

Emergency: Please note, all HD tickets are given prompt attention during normal business hours. Emergency indicates a significant impact to your business requiring immediate attention no matter what time of day.

Use the Emergency designation only when the issue has an urgent impact on you or your company and requires immediate attention outside of normal business hours, including weekends and holidays.

Submitting Your Ticket

Once you've completed all required fields and added any supporting materials, click the submit button to send your support ticket to our team.

What Happens Next

After submission, you'll receive an email notification confirming that your ticket has been submitted. Our support team will review your request and respond according to your service level agreement and the priority level assigned.