EAP Expert V3 Release notes

As of November 1, 2018 we have updated EAP Expert with the following new features and bug fixes.

If you want to learn more or see some of these in action, register for our webinar on Nov 1st where we will be previewing the new features and discussing some of the other key bug fixes. Click here to register.

Features Added 

  • Added ability to restrict New options in the Scheduler Context Menu. 
  • Added a second type of attachment called Secure Attachments to allow for different kinds of attachments with different kinds of security permissions. 
  • Added option to restrict some administrators from using the Edit Model under the Tools Menu 
  • Added ability to manually import Call Center called via CSV file, as well as allowing CSV filetypes to be automatically imported from an FTP 
  • Added check for duplicate office locations when creating new clinical office locations 
  • Users are now unable to delete a file if it has an Authorization that is pushed to Provider Files 
  • Added ability to disable to Primary Counselor prompt when creating an Authorization 

Issues Resolved  

  • Updates SFTP client tool to allow for larger encryption keys to be used 
  • Fixed error when selecting Information Call in the Service Request window 
  • Fixed error when trying to add a contact to an Organizational Service 
  • Fixed error with Work/Life Service Request 
  • Fixed issue with Work/Life files not being included with the Subsidiary Report 
  • Fixed error when trying to add a new file to an existing file that isn’t saved and is missing a required field. 
  • Fixed issue where the system was not showing the error message when a required field was missing 
  • Fixed error that can occur after customizing a layout 
  • Fixed issue with Provider Claims entry not showing column values correctly, remembering the previous authorization number, or changing column values after updating the authorization number 
  • Updates syncing with Provider Files to reduce errors 
  • Improved syncing process and speed with Provider Files 
  • Improved syncing process and speed with Customer Portal 
  • Various improvements on screen loading times throughout the system 
  • Fixed issues with Activity and Session times not calculating correctly 

Items Changed  

  • Updated Email and Website validation throughout the system to be more inclusive and consistent 
  • Changed Authorization Number criteria in the client file search to be a text field instead of a drop down 
  • Changed label on empty search grids to be larger, and suggest reasons why there might not be any results 
  • Action items in toolbars will no longer show up as a dropdown if only one action is available 
  • Sorted the Tools Menu items to be Alphabetical

Creating a new account in EAP Expert Service Desk

Effective Dec 1st, EAP Expert will be officially launching our new Service Desk for all our customer support inquiries and tickets. The current EAP Expert support email ( will no longer work for clients after Dec 1st. All users will receive an autoresponder email asking you to go to to access our new Service Desk after Dec 1st.

We started the process of introducing a new software system for our support team back in June of this year. Many processes needed considering and adjusting to ensure a seamless transition from the old support email to the new Service Desk. Effective immediately, we are very pleased to announce the upcoming launch of our brand-new support ticketing system available today.

Whenever a ticket is required, the improved workflow will enable us to help our users more quickly and more specifically. Also, references to existing helpful entries in our knowledge-base will be easier to provide for our support members under the new system.

Internally, our software development team has been working with a system called “Jira” since June, and the new customer support system is now also based on the same solution. The move away from email driven support towards the “Jira ServiceDesk“ will make many things easier in the future. Ideas and problems can be exchanged more uniformly between end users, developers, and admins. Similarly, we will have a standardized channel of communication between the various units that may be involved in solving a problem.

To prepare for Dec 1st,  all clients should go to our new dedicated web portal at and setup an account if you have not already done so.

To setup a new account follow these steps;

  1. Goto and click on the sign up as noted below









2) In the new window, insert your email address and click “send link”









3) Check your email for the link to complete the setup transaction






4) Click on the link provided to you via email and complete the sign process as noted below. Once you have filled in your full name and chosen a password, click sign up and you should be good to go.









If you have any trouble with any of these steps, please reach out to your account manager or call us directly at 1-855-327-9778

Can apps help you optimize your well-being and mental health?

It’s 2018, and everywhere you look, necks are bowed into chests while eyeballs firmly fix their gaze on black rectangles. It’s the age of the smartphone – devices that have put the world’s greatest collection of knowledge directly at our fingertips but have also been criticized as the catalyst for a generational mental health crisis.

While smart phones are still relatively new (it’s been little more than a decade since the first iPhone was unveiled), significant amounts of research have been poured into studying their effects on cognitive development, attention spans, social effects and wellbeing. While some experts point to an ultimately net negative effect, many of us have accepted that smartphones and similar technology are here to stay – so why not make the most of it and find ways to use them to boost our mental health?

In today’s blogpost, we’re going to look at some apps and addons that can help you optimize and manage your wellbeing.

*Please note, that these programs should not be considered as a substitute for professional therapeutic or psychiatric services – think of them as tools that can help you track and manage aspects of your life that can contribute to overall wellbeing.

For millennia, meditation has been hailed as revolutionary practice to find discipline, clear the mind, communicate with higher powers and even reach transcendental enlightenment. Today, meditation continues to be a widely hailed technique for building and enhancing inner calm and wellbeing. Headspace puts guided meditations at your fingertips and gives those just starting out the basics as well as all the way up to advanced techniques. Additional valuable features: SOS sessions for moments of panic, anxiety and stress and analytics to track progress.

Sleep Cycle Alarm Clock
While this app is meant for iOS devices, there are numerous sleep tracking smartphone apps out there, including those that interface with other wearable technologies to measure your nighttime tossing and turning. The effects of sleep on mental health are well studied, and so they should be: we spend approximately one-third of our lives asleep. Evidence shows that a lack of restful sleep can cause poor mental health. With a sleep tracker, you can find your optimal sleep pattern through data analysis and be able to determine what’s your ideal bedtime and natural wake-up time, if a certain sleep position enhances your sleep and perhaps, where you’ve been wandering all those nights you’ve been sleepwalking. Ultimately, a sleeping app is a critically potent tool for managing both physical and mental health.

Any given day, we’re bombarded by millions of separate and demanding stimuli. Amongst the commotion, it’s easy to lose track of what we need to do to continue to lead of best and most productive lives. Enter Productive, an app with nearly 30,000 positive reviews that gives you the ability to keep track of the big and small items of your daily routine and gamifies the experience to give you a sense of accomplishment when you’re consistently meeting your goals and gives you an extra nudge when you’re not. Productive keeps you honest to yourself and your habits. As we’ve previously discussed, healthy habits are a great way to keep your mental health and wellbeing going strong.

PTSD Coach
This app was first created in 2011 as part of a joint project between Veteran’s Affairs and the US Department of Defense. Since then, it’s been downloaded over 100,000 times in 74 countries across the world. PTSD Coach helps users learn about and manage symptoms that often occur after trauma and provides information on PTSD and treatments that work, tools for screening, tracking and managing symptoms as well as direct links to support and help. The app is also useful for those living with a loved one experiencing PTSD and want to learn more about how they can be supportive.

Developed by researchers at the University of Cambridge, this “brain training” iPad game may improve the memory of patients living with schizophrenia and helping them live a more balanced and independent life. After a 9 month study involving 22 participants diagnosed with schizophrenia, the team behind the game found that those who played the memory game made significantly fewer errors on the Cambridge Neuropsychological Test Automated Battery (CANTAB) PAL and saw an increase in score on the Global Assessment of Functioning scale, used by doctors to assess adult social, occupational and psychological functioning.

Across smartphones, there are more than 5 million apps currently available; a significant chunk of which that focus on physical and mental health management. Among them, there are wonderful tools that can be used to maintain and manage your wellbeing and help you live a happier life. But don’t forget about the world outside of your iPhone – if you’re ever suffering and feel that you need something beyond a screen, reach out for therapeutic services through your EAP or local medical services.