Description: In this topic, program/state users learn how to submit support tickets if unable to resolve the question or issue by accessing the resources in the Acumen Help Center. Login credentials are required to submit a support ticket to the Acumen Team. Acumen support tickets are used to support the implementation of new and transition programs. Login credentials are issued during new program and transition implementations. Please reach out to your Project Manager for help with login credentials.
- Log in to Acumenfiscalagent.zendesk.com
- Click Sign in in the upper right corner.
- The sign-in page will open. Enter the Support Ticket credentials (email and password) and click the blue Sign-in button. Please note: The Support Ticket credentials differ from the DCI Portal credentials.
- CC - Add emails
- Subject - Provide a short description of the issue. For example, “John Smith unable to enter punch entries.”
- Description - Provide a detailed description of the issue, including as much detail as possible. Document the steps that were taken that resulted in the issue. Any associated entry IDs. The user interface (Web Portal, Mobile Web, or Mobile App)
- Category - Select the category from the drop-down
- Meditech ID - Only add in numbers
- Program Funding Source - Select the program funding source from the drop-down
- Worker/Employee/Vendor Name - Add the name of the Worker or Vendor. Add a comma if multiple users. Add additional details in the description field as needed.
- Submitter Name - Input the First and Last Name of who is submitting the request
- Region - Select the submitter/participant region from the drop-down
- Acumen Agent - Select the MA Client Services Agent for Acumen from the drop-down
- Attachments - Attach any relevant files. For screenshots, copy them into another file, such as a Word document, and add them as an attachment.
- Click the blue Submit button at the bottom of the form
- A member of the Acumen Team will be in touch soon!
- To view the status of open tickets, click on the user's name in the upper right-hand corner of the screen and select My Activities from the drop-down menu.
- Other options on the drop-down menu include Edit my profile, Change password, or Sign out.