The customer service representatives do not know any more than you do. They cannot help you. Even for serious complications with billing and claims, they cannot get back with you often for a full 24 hours. They have no way to enter/prefill some information to print on paper claim forms (like taxonomy codes required for certain ins companies on lines 33a/b). They have no way to delete added columns on encounters once you have added a line item and the columns for what you added then populate on every encounter. They don't even call you the right name when they respond to emails. This system is terrible. If they are selling it to you, they are great. Once you've got it, you're screwed.
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