Any time that an employee has been associated within a ticket, the user will receive notification about the Ticket. The employee association may be:
- as a ticket owner because the employee submitted the Ticket
- as a ticket "cc" (copy) because the employee was indicated by the Ticket owner as a "cc" when the Ticket was submitted
Any user who is associated to the Ticket is sent an email when:
- a ticket is created
- a ticket has a "suggested solution" response from the Denticon Support team
- a ticket has been "reopened" by the Denticon Support team for additional response
- a ticket has an "external comment" response from the Denticon Support team
- a ticket has been "assigned" to a member of the Denticon Support team for additional handling
- a ticket has been "idle" without response from the employee, when the "need more information" request provided by the Denticon Support team in the ticket has not been responded to within:
- 1 week
- 2 weeks
- a ticket has been "idle" without response from the employee, when the "suggested solution" response provided by the Denticon Support team in the ticket has not been responded to within:
- 1 week
- 2 weeks
NOTE: The Ticket system is provided by a separate company. It is not a Denticon product. Therefore, the Denticon "inactive user" information is not communicated to the Help Portal system.
For HIPAA compliance, the Denticon Support team does not access any office account in order to review any office-specific data. Therefore, Denticon is not aware of any user which has been inactivated by the office.
The Denticon Support team will be glad to inactivate the employee within the Ticket system if the owner/administrator provides within a Ticket the inactive employee name. Once the employee is inactivated by our team within the Ticket system, the employee will no longer receive communication regarding the Ticket.