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Mnemonic asked: "So chat support is gone? No live tech on chat?

I don't think we have the Guardian Angel Support AC was once known for. Now it is the AC AI, do it yourself but still pay us as if we have people tech support.

I have a problem with PDMP. Can not see the information from the state. I have not needed support for a long time and finally got a chance to log in this morning to see if I could get help with my issue.

Go to help in AC and "Get Live Support", sign in to account ( this sign in is different that the sign in for where you pay AC, WHY JUST WHY?), can't remember that password so reset it and get signed in, takes you to a ticket system,THAT'S NO HELP, go to the AC website, there are 2 (amazingcharts.com and client portal at amazing charts), and find a chat bubble, think ok I can get help here, put in info and get an AI automated response on how to fix the problem myself, tried but failed (I PAY FOR TECH SUPPORT), ask for human and get Jen (she has always been able to help), she remotes in and we find out my problem is due to being on 12.3.1 still and have to upgrade to 12.4 to get PDMP to work again. I did not see where this was going to happen did anyone else? Why didn't AI know that would have saved me and Jen both time!!!!!!

So long story Mnemonic but you can get chat support, not easily, but hey keep paying for Guardian Angel and the AI is always there to help you DIY.

I just pound it with not helpful or I need a person. Then I sit for 30 min to 3 hours waiting for assistance

You just described exactly what happened to me, almost down to the last detail. And yes, in the end, Jen helped me too, as always. That means their AI is poorly trained. Must be some cheap AI.

It is getting worse for sure.

I have the email address of three members of the tech support staff at AC.

It's good to be King.

JamesNT

Noted.

Also I was told, this Friday, if you type "agent" in the ai chat it will link up with the queue for live support. I also found and reported a MAJOR bug that is fixed with the newest version

Two times in the last month I created a "ticket" and never got a return call. What's going on with technical support? I'm terrified that we will have a complete failure and no help is available.

It's me, what was the bug?

I reported a couple a while back and are supposed to be fixed in this next version but I have not updated yet. I am still on 12.3.1

My issues are:
1. in the "Pending Refill Requests" panel, the pharmacy instructions override the instructions in AC. MULTIPLE ISSUES WITH THIS IN THE PAST!

2. Medications just disappear after refills, random and can't find a pattern.

3. Medication name changes can happen,I think this is due to the refill screen matching wrong. It is a weird phenomenon. You go to click on a medication and the name will change right before your eyes. I was able to replicate and show tech support, he said had never seen this before.

4. I have been meaning to post this one for a long time. LOOK FOR LOST CHARTS AND MESSAGES. If you save charts to finish later you could be losing charts. What happens is when there is more than one message in your inbox and you double click the message to open it but move the mouse and something else then gets highlighted, the highlighted message will be deleted. I have repeated this several times and again was able to show tech support.


On a happier note, had a recent power outage which caused a problem with PHQ9 saving to the chart and put in a ticket on Monday. Just got the call from Thomas at AC Support, he was able to log in and 30 seconds later had us fixed.

ChrisFNP,

Glad to hear someone else witnessed the medication name change as well. I had this happen several times (medication shows as one name in the patient's drug list; upon opening the electronic prescribing module the drug name changes to something else entirely). Thought I was loosing my mind there for a bit, as did staff and patients when I refilled the 'wrong' medication but was clicking on the correct drug.

How this is okay is acceptable to Amazing Charts is beyond me; something must be corrupted in the database or database connection/pointer.

Anyway, no idea how to fix it to date beyond vigilance when reviewing medication lists. Sometimes I found it works to remove/delete the glitching medication and re-prescribe it anew.

Carl B
Family Medicine
Washington state