We have great teams of agents here to assist both internal and external end users.
This directory is here to assist with identifying how to submit tickets and understanding to whom they should be assigned for the best support.
When requesting support, there are a variety of forms to get to the team you need. You can reference the table of Forms & Descriptions below to identify which form you may need or which one to direct your customers to. You can also reference the Group directory to identify which team would best be able to assist.
A copy of the directory along with FAQs about tickets has been attached to this article for download as well.
If you notice any details are missing or encounter any cases where the ticket doesn't meet the descriptions below or fit your needs, please submit a Zendesk Change Request for Zendesk admin so we can take a look and update.
Since this article is internal-only, you will need to be signed in to access and will not be available for end users to access. Please contact the Zendesk admin for assistance.
Zendesk Forms & Descriptions |
Forms listed with a primary audience of 'internal' are not generally usable for non-AMA end users |
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Form Name |
Team(s) Involved |
Primary Audience |
Types of Requests |
CPT Data Licensing & Licensee Support |
Compliance Ops, Licensing Ops, Sales Ops, Product | External | New licensee applications, existing licensee support, product interest, SSL support |
Credentialing Operations Service Request |
Credentialing Operations | External | Assistance with Credentialing issues including Profiles support and research |
CPT Collaboration Site Support |
CPT Collaboration | External | Site support like end users logging in, getting access to site locations |
AMA Guides to the Evaluation of Permanent Impairment Contact Us |
Product | External | End user support for Guides |
New or Updated Tax Exemption Certificate |
Compliance Ops | External | CPT licensee support for submitting tax exempt documentation |
AMA Distributor Order Request |
Publishing Operations | External | Distributor support for submitting purchase orders for physical books |
CLM Contract Request |
HS Business Operations & Finance | Internal | Internal end user support for initiating CLM workflows |
VeriCre Customer Support |
Credentialing Operations | External | End user support for VeriCre |
Health Solutions Invoicing, Docusign, & Finance Support |
HS Business Operations & Finance | Internal | Internal end user support for invoices, royalty payment issues, and DocuSign assistance |
Data Room Requests for reporting, data systems, and technical assistance |
Data Room | Internal | Internal end user requests for reporting, data systems, and other technical assistance |
Publishing Operations Request |
Publishing Operations | Internal | Internal publishing like editorial and production questions |
Application for Accessible Digital File |
Publishing Operations | External | External end user support for people needing CPT books in accessible digital format |
Application for Permission to use of Non-Journal AMA content |
Publishing Operations | External | External end user support for people needing permission to use AMA materials |
Health Solutions executive and personnel support request |
HS Admin | Internal | Internal personnel support like new hires, off-boarding, and requesting executive memos |
Review/Instructor Copy Request |
Publishing Operations | External | External end user support for requesting review copies of CPT books |
Letter of Quote and Order Form |
Credentialing Operations | Internal | Internal end user support for generating a quote letter |
AMA Privacy and Personal Data Request |
Data Governance | Internal | Internal end user support for assisting with privacy requests (ie. GDRP, CCPA, CPA) |
Internal Support Request |
Any Team | Internal | Get support by selecting a specific team |
Zendesk Admin Support |
Zendesk Admin | Internal | Internal end user support for making changes to Zendesk and general assistance |
Zendesk Group Directory |
AMA Privacy Assistance |
| Tickets created requesting end user data information in observation of GDPR, CCPA, and CPA |
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CCS Order Management |
| This group is for outside distributors and customers to submit orders for print books. We then fulfill those orders. People can use this group to ask for statements or copies of invoices for previously entered orders. They can ask for assistance on the status of their order or report and issues or problems with an order. |
| Book order placement; Replacement invoices; Book order statuses |
Compliance Operations |
| Assists with triage of new applications, manages support and communications with existing CPT licensees |
| Setting up new CPT license agreements; CPT license account management; processing applications for CPT licensure |
CPT Coding Support |
| Assists physician, consultant, manuafacturer and patient end user requests about CPT codes and publication requests submitted for CPTA |
CPT Collaboration |
| Assists with Collaboration site support requests like those involving code discrepancies, interested party, and access requests |
CPT Editorial |
| Assists end users like physicians and other Panel Interested Party applicants, Conflict of Interest forms, and provides assistance with Panel organizing |
CPT Licensing Compliance |
| Process CPT Licensing Applications using Zendesk (includes both the IU and Distribution Licensing teams) |
| Processes CPT Licensing Applications for Internal Use & Distribution Request |
CPT SmartApp Support |
| Assist Applicants and Preparers with submitting Code Change Applications (CCAs) via the CPT Smart App, as well as automated alerts when there are status changes for CCAs. Also assist Interested Parties when requesting access or commenting on CCAs, as well as automated alerts when there are new IP requests or IP comments. |
| Panel application handling; IP comment and requests; IP deadline |
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Credentialing Operations |
| Credentialing Team handling Profiles requests and data review for Physician Professional Data |
| USC with a profiles customer issue; Sales team has an order form or some higher level customer issue; Do Not Release Request |
Data Labs |
| Engineering, Data, & Intelligence team |
Data Room |
| Assists with internal end user requests for reporting, data systems, and other technical assistance |
| Access requests to data assets; building new data assets and dashboards; manipulation of business data |
HS Administration |
| Administrative team in HS Ops handling general office operations issues, personnel support, and executive memos |
| New hire on-boarding; offboarding |
HS Business Operations & Finance |
| Handles requests related to CLM, DocuSign, royalties payments, and general HS financial issues |
| CLM workflows and DocuSign assistance; Royalty payment finance handling; Invoice management |
Permissions and Accessible Materials Support |
| This group processes all AMA (non-JAMA) Permissions requests. These permissions are for Non-JAMA AMA content. This can include CPT Assistant articles, CPT Codes, AMA online resources, AMA logo, etc. They also process all Accessibility requests. These requests are from schools that are requesting an electronic copy of a book for a student. The student must provide proof that they purchased the hard copy of the book. |
| Requests to use CPT materials in commercial and educational contexts; Questions like "I would like permission to use the AMAs 'Release the Pressure' content in a lecture I am giving in 2 months"; Requests for electronic copies of the CPT Professional book for an enrolled student who needs it for a Jaws Reader |
Product Dev & Curation |
| Develops and provides support for product development |
| Platform end user direct support and welcome |
Product Guides |
| Manages support for questions related to AMA Guides to the Evaluation of Permanent Impairment |
Pub Ops |
| Any questions regarding printing, copyediting, composition or eBook creation for the CPT Pro, CPT Changes, HCPCS, ICD-1-CM, ICD-10-PSC, Medicare RBRVS, and other titles. |
| Questions like "When will a certain title be available via print or eBook?"; Guides Calculator support (Lisa Chin-Johnson); General questions about the titles we work on |
USC (Unified Service Center) |
| Direct physician assistance |
| Books, digital subscriptions, and product related; Profiles / Hub customer support; Subscription issues |
Sales Operations |
| Inbound CPT lead vetting; includes requests for CPT Data File (Distribution), CPT to SNOMED CT Maps, HCPCS, ICD-10, CPT Assistant, CPT Changes, CPT Knowledge Base, CPT Link, AMA Guides (all editions). |
| Inbound CPT Lead vetting |
Zendesk Admin Support |
| Support for internal agents and end users with Zendesk-related requests (bugs, feature requests, automations) |
| On-boarding new teams and providing training for Zendesk agents and end users; Development of automations and workflow improvements; Update and maintain Zendesk platform to meet business requirements |