TRUE CARE SYSTEM • FAQ
Support
Answers about ticket creation, ticket numbers, temporary support access, impersonation, communication, and audit history.
Privacy, HIPAA, and information-use notice
FAQ answers may reference PHI, workforce data, billing, payroll, authentication, support, or Provider configuration. Use minimum-necessary access, do not place sensitive values into public evidence, and follow approved Provider policies and roles.
Questions and Answers
How is a support ticket identified?
The system automatically assigns a unique Provider-scoped ticket number.
What information should be included?
Subject, category, affected module, priority, description, impact, date/time, expected result, observed result, and redacted evidence.
Can Platform Support enter a Provider account automatically?
No. Temporary Provider-authorized access is controlled through the support workflow and includes an expiration time.
Is support access audited?
Approved support and impersonation sessions record the Provider, actor, timing, ticket relationship, and supported actions.
What should never be placed in a ticket?
Passwords, full SSNs, full payment-card data, unnecessary PHI, or unrelated confidential information.
Where can users track responses?
My Tickets and the ticket conversation history.
Need More Help?
Review the related module guide and Troubleshooting page first. Create a Provider-scoped support ticket when the question involves unresolved production behavior, PHI, security, billing, payroll, integrations, or data integrity.