Raising a service ticket
Ask the MyDentalPractice support team for help from inside the app.
Overview
Service tickets are how your clinic reaches MyDentalPractice support from inside the app. Every ticket you raise goes straight to our support team: it opens in our support console and we get an email about it. Our replies show on the ticket.
Prerequisites
- Any staff sign-in
- A short description of the problem or question
Steps
Open Service Tickets. Open Service Tickets from the menu.
Press New Ticket.
Choose a Category and a Priority. Pick the closest category. Priority runs from Low to Urgent; keep Urgent for problems that stop your clinic working.
Write a Subject. Short and specific. For example: "Calendar shows Monday appointments on Sunday".
Describe the problem. What you expected, what happened, and when it started. The description needs at least 10 characters.
Press Create Ticket. The ticket appears in the list with status Open, and its line says "Waiting for support".
Expected outcome
- The ticket is in your clinic's list with a ticket number (for example TKT-202611-0001)
- MyDentalPractice support has it in the support console and has been emailed about it
- Replies from support appear on the ticket (see Tracking and resolution)
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| Create Ticket stays greyed out | Subject under 3 characters or description under 10 | Add a little more detail |
| You need to add a screenshot | Tickets take text only | Describe what you see, or email the picture to [email protected] with your ticket number |
| An old ticket says "Not sent to support" | It was raised before every ticket went to support | Open it with View and press Send to support |