Support for Matic Care runs in three layers, so most questions are answered on the spot, the rest inside your practice, and defects reach Matic engineering with everything we need to fix them.
The three layers
Mat, the support agent. Click Support in the top bar and chat. Mat answers from these guides and links the source. When it finds a defect, or a request for something Matic does not do yet, it opens the ticket for you and tells you whether the same bug or request is already open. It never sees your athena chart and can't tell you whether a code or dose is right; that's your call.
Your practice's support team. Tickets go to your practice's Matic administrators first. They know your workflows and templates, can reproduce the problem on their side, and answer most tickets the same business day.
Matic engineering. Your administrators escalate confirmed defects and integration problems to Matic. You see the ticket move to With Matic engineering, and you get a message in the ticket when the fix is released.
See your tickets
The Tickets tab of the support window lists every ticket with its status: Submitted, In progress, Waiting on you, With Matic engineering, Resolved. Reply in the ticket to add screenshots or details. Practice administrators also see every ticket from the practice in one place.
Keep patient details out of support
Matic support tools are not part of your athena chart. Don't type patient names, dates of birth or IDs into the chat. Describe the visit by time or room instead ("the 10:40 follow-up"), and crop patient banners out of screenshots. If a patient's chart has a problem, fix it in athena and tell us what you saw without identifying the patient.
What counts as urgent
You can't record, generate or send notes for the clinic day.
Something wrong reached an athena chart (medication, dose, diagnosis, wrong patient).
You can't sign in and nobody in your practice can help.
Start the message with "Urgent:" so it is picked up first. For everything else, including ideas, just tell Mat; it files a request the same way.