The Ticket platform, formerly known as Messaging, in StrataEMR is your primary communication channel with the StrataPT team. It is used for account manager communications, billing questions, EMR support requests, and anything requiring a documented exchange between your practice and StrataPT.
Access tickets from the Get Help section on your Menu Bar, or click the Create Thread button on the Dashboard.
Access: All staff without the “Limit Messaging Access” restriction can view and create tickets. Admin-level tickets (Practice Administrator and above) are visible only to those with the appropriate permission level.
Creating a New Ticket
There are two ways to start a new ticket:
- Click Get Help in the Menu Bar, then click the green Create New Message Thread button
- From the Dashboard, click Create Thread
When creating a ticket, select the correct ticket type — this routes your ticket to the right team. Sending to the wrong department causes delays.
Routing Guide
| Issue Type | Route To |
|---|
| Billing, Claims Processing, Policies, Authorizations, Credentialing Holds | Billing/Patient |
| EMR setup, Templates, Documentation Questions, Training | Customer Success |
| Technical Issues, Unexpected Behaviors | Technical Support Inquiry |
| Ideas for future additions to StrataEMR (this leads to the Feedback portal) | Product Feedback |
Linking a Patient to a Thread
When your ticket is about a specific patient, always link that patient account to the thread using the patient dropdown when creating the message. This allows StrataPT staff to immediately access the correct record without having to ask.
If the patient has multiple accounts, make sure to select the specific account you are inquiring about. Click Show All in the patient dropdown if the patient doesn’t appear — the dropdown defaults to the active patient list only.
Controlling Who Can See a Ticket
When creating a new message thread, a Visible To field lets you control who at your practice can see the ticket. The options are:
- Only Me — Only you can see the thread
- Individual staff member names — Selecting a specific person’s name makes the ticket visible only to that person
- Roles — Anyone in Practice, Business Owners Only, Clinical Only, Admins Only
Selecting a staff member’s name removes your own visibility. If you choose a specific staff member from the list, that person becomes the only one who can see the ticket — you will no longer be able to view it yourself after creating it. This is a common source of confusion. If you want a ticket to be visible to yourself and others, select a Role instead of a name. For example, choosing Anyone in Practice means all staff at your organization can see and access the thread.
Searching Existing Tickets
Before creating a new message thread, search existing threads using the subject line search to see if the question has already been addressed. This helps avoid duplicate threads and keeps your message history organized.
Overdue Tickets
StrataPT may place a response required timeframe on certain ticket threads — ranging from 4 hours to 14 days depending on urgency. If a response is not received within that window, a red Overdue warning appears on the thread.
An overdue ticket prevents you from starting new ticket threads until a response is provided. Responding to the overdue thread clears the restriction.
Check Messages regularly. Overdue messages can block new thread creation, which can delay time-sensitive requests like EOB submissions or authorization questions. Responding promptly keeps your message platform open.
Phone Support
In addition to messaging, StrataPT support is available by phone at 866-281-7636. 
