Tracking and resolution
Read replies from support, answer them, and resolve and close your tickets.
Overview
Each ticket keeps one conversation between your clinic and MyDentalPractice support. Everyone at the clinic sees the same list of tickets.
Prerequisites
- A ticket your clinic has raised
Steps
Find the ticket. Open Service Tickets. Search by ticket number or subject, or filter by status and category. Each line shows where support is with it, for example "Support is working on it" or "Support is waiting for your reply".
Press View. The window shows the support status, the description and the conversation, oldest first. Replies from support are marked "MyDentalPractice support". The window checks for new replies every minute while it is open.
Reply. Type in Reply and press Send. Your reply goes to the support team. To keep a note for your own team only, tick Note for my clinic only before you send.
Resolve. When the problem is fixed, press Resolve on the list and write what was done.
Close. A resolved ticket shows Close. Press it once you are sure the problem is gone.
Expected outcome
- The conversation keeps your messages and support's replies in one place
- The list shows the clinic's own status (Open, In Progress, Resolved, Closed) and the support status side by side
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| No reply yet | Support has not answered | The ticket is already with support. For something urgent, email [email protected] with the ticket number |
| "Support is waiting for your reply" | Support asked you a question | Open the ticket and answer it with Reply |
| "Not sent to support" on an old ticket | Raised before tickets went to support automatically | Open it and press Send to support |