Everything starts in one place: Support (the life-ring icon) in the top bar. It opens a chat with Mat, our support agent, and the same window holds the help articles and your tickets.
The first step is always the chat. Tell Mat what happened in your own words. It answers from these guides and links the one it used. When it sees that something is wrong, or that you are asking for something Matic does not do yet, it files the ticket for you and tells you whether that bug or request is already open.
Please keep patient details out. Don't type patient names, dates of birth or MRNs into the chat. Describe the visit by time instead, like "the 10:40 follow-up", and crop the patient banner out of any screenshot.
Chat with Mat
Click Support in the top bar, then Chat with Mat.
Say what you were doing and what happened, in a sentence or two. Questions are fine too: "Why isn't my patient on my schedule?"
Mat answers from the help guides. If the answer does not solve it, say so: Mat asks a few short questions, collects the details and opens a ticket for you. If the problem is already known, it says so and links the open bug or request so you are not reporting it twice.
Mat can't see your athena chart and can't tell you whether a code or dose is right. That's your call.
What helps us fix it fast
What you expected and what happened instead, one line each.
Where you were: which tab (Prep, Note) and what you clicked, in order.
How often it happens: every time, sometimes, or once.
A screenshot of the part of the screen that looks wrong. Paste it into the chat (Mac: Shift + ⌘ + 4, then ⌘ + V; Windows: Win + Shift + S, then Ctrl + V) or use the attachment button.
Matic adds the version you are on and which part of the app you were in automatically, so you don't need to type those. Reporting something Matic missed from the chart? Say that you confirmed it was in athena before your MA clicked Done with Intake, and where in athena it was. That one sentence tells us a real miss from something entered afterward.
If it's urgent
If you can't record, can't generate or send notes, or something wrong reached an athena chart, start the message with "Urgent:" so it is picked up first.
Your tickets
Every ticket Mat has opened for you is under the Tickets tab of the support window, with its status: Submitted, In progress, Waiting on you, With Matic engineering, Resolved. Open a ticket to add details or another screenshot; everything stays on the same ticket, and you get a message there when a fix is released.
Matic Enterprise Group Administrators also see Go to customer portal at the top of Messages and Tickets, which opens every ticket from your practice in one place.
The rest of the support window
Click Support, then Help articles and your tickets. Five tabs along the bottom: Home (your latest message, the latest product update and a search box), Help (search the guides in your own words or browse by collection), Messages (your conversations with Mat), Tickets and News (what changed in each release).
See your tickets on the Help Center
You can also see your tickets in the Customer Portal on this Help Center. The Help Center knows who you are once you are signed in to Matic, so sign in first.
Go to app.maticinside.ai and sign in with your usual Matic login.
In the same browser, go to help.maticinside.ai.
Select Customer Portal near the top of the page, or Sign in to view tickets at the top right.
Don't see your tickets?
Make sure you signed in at app.maticinside.ai in the same browser you are using for the Help Center.
A private window, or a browser that blocks third-party cookies, needs you to sign in and open the Help Center in the same window.
Signed out of Matic? Sign in again, then refresh the Help Center.
Still stuck? Click Support in Matic and tell Mat.