The Candid Support Center is Candid’s one-stop shop for customers to get answers to questions questions, and raise issues for the Customer Support team. This article explains how to create and track support tickets sent to Candid’s Customer Support team.
When should I reach out to Candid Customer Support?
Anytime you have a question or need help with a workflow or task that is not covered in existing Candid Support Center content, we recommend creating a ticket by emailing 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 ticket, send an email to support@joincandidhealth.com. You can CC other users at your organization who should be included on follow-up communication for visibility.
What should I include in my ticket?
- Description of the issue you are facing
- Context as to the impact and/or urgency of the issue
- The best point of contact for follow-up questions (if different from the requester)
- Links to relevant documents, claims, or patient accounts
What is Candid's standard Support Ticket response time SLA?
Candid strives to respond to inbound support tickets as quickly as possible. Candid's standard response time SLA for acknowledging new support tickets is two business days. Time to resolution varies widely depending on the nature of the ticket.
How will I access my correspondence with Candid?
You will receive email responses from support@joincandidhealth.com.
You may also view all support tickets and associated communications within the Candid Support Center. To do so, log in to the Candid App, navigate to the Support Center, and click “View Support Tickets” in the top right-hand corner.
*Note: Other users at your organization may also view support tickets you create under the “Requests I’m CC’d on” tab.
How long will it take for Candid to respond?
Our team members review all communications to the support center on a daily basis. We aim to respond to most inquiries within 48 business hours, though response times may vary depending on the complexity of the inquiry.
What if my issue is urgent?
For urgent matters that require same day resolution, or if there are significant issues related to claim submission (e.g., compliance impacts for incorrect submission), include “P0” in the subject line and our team will get back to your message ASAP.
Questions? Reach out to support@joincandidhealth.com.