Retention Date: 02/14/2025
A. Purpose
This emergency message (EM) announces the implementation of a new process for creating and submitting Social Security Electronic Remittance System (SERS) written inquiries. Technicians will use a new ticketing system to submit SERS inquiries starting August 15, 2024.
B. Background
Prior to August 15, 2024, technicians emailed the SERS mailbox at ^SERS (SERS@ssa.gov) to contact the SERS help desk for assistance. With the transition to a ticketing system, technicians will now submit their written inquiries by using the following website: SERS Help Desk
C. New SERS Help Desk Inquiry Process
The new JIRA ticketing system for the SERS help desk inquiry process is more efficient and transparent for users. When a user creates and submits an inquiry, they will have the ability to review the status of their request, share the ticket with other people, and cancel the request. In addition, users will be automatically notified of any updates/responses to their inquiry.
Effective immediately, please discontinue contacting SERS with the ^SERS (SERS@ssa.gov) mailbox. During the transition period, if a user emails the help desk mailbox, they will receive an automated reply redirecting them to the new ticketing system website: SERS Help Desk.
D. Instructions
The new application is easy to use and it will only take three steps to submit an inquiry.
Please take the following steps to submit a written SERS inquiry:
1. Access the SERS Help Desk website by clicking on the link to the ticketing system. This link will be available at the upper left corner of all SERS screens:
2. Review the available categories on the SERS Help Desk landing page and select the category that applies to your inquiry. The three available categories include “SERS Policy Assistance”, “SERS Functionality Assistance”, and “Division of Earnings and Business Services”.
3. Fill out the selected inquiry form. This form has a section for a “Description” of the inquiry and an optional section for attachments. After completing the form, you will click on the “Create” button to open the help desk ticket.
After completing the three steps above, the inquiry will be sent directly to the SERS help desk team.
For instructions with screenshots please open the Word Document below:
Direct all program-related and technical questions to your Regional Office (RO) support staff using vHelp or Program Service Center (PSC) Operations Analysis (OA) staff. RO support staff or PSC OA staff may refer questions, concerns or problems to their Central Office contacts.
References
GN 02403.161 Social Security Electronic Remittance System (SERS) for Programmatic Debts
GN 02403.014 Processing Non-Programmatic Fees Received in the Field Office Using the Social Security Electronic Remittance System (ssa.gov)