Raising a service ticket
Report a software issue, feature request, or operational problem to MyDentalPractice support.
Overview
Service tickets are how you reach MyDentalPractice support — bug reports, feature requests, billing questions. Tickets are tracked, escalated by category, and visible to your clinic's Owner/Admin so they can monitor.
Prerequisites
- Any authenticated role
- A description of the issue or request
Steps
Open Service Tickets. Top nav (under "More") → Service Tickets.
Click "+ New ticket".
Pick category. Bug report, Feature request, Billing question, Account question, Training request, Integration help.
Title the ticket. Short, specific. Bad: "Help". Good: "Calendar shows wrong date for July appointments".
Describe the issue. What you expected, what happened, steps to reproduce, when it started, how often.
Attach screenshots or videos. Click paperclip; supports images and short videos. Visual evidence dramatically speeds up resolution.
Set priority. Low (cosmetic), Medium (workaround exists), High (blocks daily work), Critical (clinic operations stopped).
Submit. Ticket appears in My Tickets with status OPEN. Support sees it; SLA based on priority and your tier.
Expected outcome
- A new ServiceTicket entry exists with category, title, description, attachments, priority
- Support receives notification
- The ticket appears in your My Tickets list
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| Submit fails | Required fields blank | Title and description are required |
| Wrong category | Click ticket → Edit | Recategorise within 1 hour of submit |
| Attachment too large | Single file under 25 MB | Compress video or split |
| Critical priority abused | Reserved for actual outages | Use sparingly — reduces credibility on real Criticals |
| Want to involve a specific support engineer | Not selectable | Mention in ticket; routing is internal |