Skip to Main Content

New EVV Ticketing System

Date: 03/09/20

Effective March 9th , the EVV Provider Hotline will move to a new ticketing system used to track phone calls, system issues and escalations. Sandata is switching over from eTRAC to Zendesk. There are few changes providers will notice when this happens.

  • After a call into the EVV Provider Hotline, providers will receive an e-mail with a ticket number from the call. This will be a 5-digit number versus the numbers currently starting with “T2020”.
  • Within 24 hours of a solved ticket, providers will receive an e-mail with an optional survey to let us know how their issue was resolved. Results from this optional survey will provide enhancements to agent training and troubleshooting.
  • The other notable change is a new e-mail address ODMCustomerCareEmail@sandata.com. Effective March 9th, the old e-mail EVVProviderHelpDesk@etraconline.net will send a bounce back message with the new e-mail address.
    • This email is to troubleshoot technical issues you may have with Electronic Visits Verification (EVV), Sandata Mobile Connect (SMC), or Telephony Visit Verification (TVV).
    • You will no longer need to log into eTRAC to retrieve your messages.
  • The only times you will now use eTRAC is to retrieve a Welcome Kit, request a device, return a device or check the status of a device.

It is important to note that the EVV Provider Hotline phone number will remain the same at 855-805-3505. In addition, the EVV inbox will remain the same for EVV program questions at EVV@medicaid.ohio.gov.