Report a problem by telling Mat, the support agent behind the Support button in the top bar. Mat asks what it needs, opens the ticket, and says whether the problem is already known. Tickets go to your practice's support team first, and to Matic when they need us.
Please leave patient details out. Don't type patient names, dates of birth or IDs into the chat. A screenshot of the part of the screen that looks wrong is fine; crop or cover the patient banner if you can.
Where to find it
Click Support (the life-ring icon) in the top bar.
Choose Chat with Mat and describe the problem.
What to include
The more of these you give Mat, the faster we can reproduce it:
What you expected and what happened instead, in one line each.
Steps: which tab you were on (Prep, Note, Send) and what you clicked, in order.
How often it happens: every time, sometimes, or once.
A screenshot of the error or the section that looks wrong.
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? Add one sentence saying that you confirmed it was in athena before your MA clicked Done with Intake, and where in athena it was (vitals, screening questionnaire, a document). Matic's last read of the chart happens at Done with Intake, so that sentence is what lets us tell a real miss from something entered afterward.
Add a screenshot
Any of these work in the chat:
Paste: take a screenshot (Windows: Win + Shift + S; Mac: Shift + ⌘ + 4), click in the message box, then press Ctrl + V (Mac: ⌘ + V).
Attach: click the paperclip in the message box and pick the image.
Send as many as you need; they all stay on the same ticket.
What happens next
Mat confirms the ticket. Find it later under Support → Help articles and your tickets → Tickets.
If the problem is already known, Mat tells you and links the open bug or request, so you can follow it instead of reporting it again.
Your practice's support team replies in the ticket, usually the same business day. They may ask a follow-up question; reply right in the ticket.
If it is a defect, it goes to Matic engineering. The ticket shows With Matic engineering while we work on it, and you get a message when the fix is released.
If it's urgent
If you can't send a note, can't record, or something looks wrong in a note that is already in athena, say so in the first line ("Urgent: can't send notes") so it is picked up first.
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