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Candid Support Tickets: Overview and SLAs

Natalie Delcarson
  • Updated

Welcome to the Candid Support Center! We're here to ensure you have everything you need to succeed with Candid. This is your one-stop shop for helpful articles, guides, and contacting our Customer Support team for when you need a helping hand.

This article outlines the best way to create and track Support tickets sent to Candid’s Customer Support team.

Table of Contents

 

When should I reach out to Candid Customer Support?

We encourage you to first explore the Candid Support Center for articles and guides that may answer your questions.

If you can't find what you're looking for, or if you're encountering an issue with a specific workflow, we're here to help! The best way to get assistance is to create a Support ticket by using our Contact Form (preferred) or by emailing us at support@joincandidhealth.com.

 

Note: Please take care to not share PHI at any point in your conversation with Candid.

 

How do I contact Candid Customer Support?

To open a Candid Support ticket you can do so in two ways:

1. Use our Contact Form (preferred)

 

  • You can also access our Contact Form from within the Candid app under "Contact Candid Support": 

 

2. Email us at support@joincandidhealth.com

 

Why is our Contact Form the preferred method of contact?

Our Contact Form is the most efficient way to get the help you need!

By guiding you through the essential questions, the form ensures your request is instantly routed to the right expert on our team with all the information they need to begin working on a solution. Depending on the Subject Matter chosen, you may be prompted to provide additional information our team will require, in order to help you with your request. This process is designed to prevent delays and get you a faster, more complete resolution.

 

What should I always include in my request?

Here is a helpful checklist of what to always include, when submitting a Support ticket: 

  • Detailed Description: Please explain the issue you are facing. What did you expect to happen, and what is actually happening?

    Note: As much detail as possible is always best! Please forego including PHI in your request, but including as much detail as possible upfront will ensure your inquiry can be handled as efficiently as possible.
  • Impact and Urgency: Help us understand the scope of the problem. Is it affecting a single claim or many? Is a critical workflow blocked?

     

  • Direct Links: You can paste URLs from the Candid app directly into your email. This is the best way to show us exactly which claim, patient account, or page you're looking at.

    Note: The Candid team can directly view URLs to Candid, so your team is welcome to send us direct links to the pages you're viewing! Please forego including PHI in your request.
  • Technical Troubleshooting Steps Taken: What you see in Candid, vs what you expected to see. Let us know if you've already tried things like clearing your browser's cache, restarting your computer, or trying a different web browser.

     
  • Best Point of Contact: If the best person for us to follow up with is different from the person sending the email, please let us know their name and contact information.

 

What is Candid's standard Support Ticket response time SLA?

Our dedicated team reviews every ticket and strives to respond as quickly as possible.

  • Our Goal: We aim to provide an initial response to your inquiry within 3 business days
  • Time to Resolution: Simple questions may be answered in the first reply, while more complex issues may require investigation from our technical teams. We will always keep you updated on our progress, and will always prioritize the most high-priority requests.

 

What if my issue is urgent?

We understand that some issues are critical and need immediate attention. For urgent matters that require same-day resolution or involve significant issues (e.g., compliance impacts for incorrect submission), please let us know.

To flag your ticket for immediate review, please include "P0" in your email subject line.

Our team prioritizes these requests to get you a response as soon as possible.

 

How can I access my correspondence with Candid?

You have two easy ways to keep track of your conversations with us:

  1. Via Email: You will always receive a our responses and updates from support@joincandidhealth.com, directly in your inbox.
  2. In the Candid Support Center: You can view a complete history of your Support tickets.

Getting there from the Candid App:

  •  
    • Log in to the Candid App.
    • Navigate to the Support section and select "Support Articles" or "Contact Candid Support"

       
    • Select “View Support Tickets” in the top right-hand corner to see all tickets you've created or have been CC'd on.

Getting there from the Candid Support Center:

  • Navigate to the Candid Support Center.
  • Select “View Support Tickets” in the top right-hand corner to see all tickets you've created or have been CC'd on.

 

Note: You must be signed in to the Candid Support Center to view your ticket history. If you are CC'd on another user's request, may also view these tickets under the “Requests I’m CC’d on” tab.

 

 

Note: The Candid team will generally be offline during certain bank and company holiday dates. During these dates, responses on non-critical issues will be delayed until the following business day. Candid will communicate any extended holiday periods via email. The current holiday schedule is subject to change, and currently includes these dates for 2026:

  • January 19 (Martin Luther King, Jr. Day)
  • February 16 (President's Day)
  • May 25 (Memorial Day)
  • June 19 (Juneteenth)
  • July 3 (Independence Day)
  • September 7 (Labor Day)
  • October 12 (Indigenous Peoples' Day)
  • November 11 (Veterans Day)
  • November 26 (Thanksgiving Day)
  • December 25 (Christmas Day)

Still have questions? We are here to help! Reach out to us via our contact form here.