The Tickler messages are designed to be seen for users who log themselves into an account.
For security purposes, the Support Department does not access an account unless specifically invited into the account when an office experiences an issue or problem. Even though there is a "Denticon Support" user entry in each account, the Support Department does not see those messages until the account is accessed, with the office staff in attendance during the access. Therefore, Tickler messages do not reach our support staff for response.
A better method to reach the support department is to submit a Ticket to Denticon Support. The Ticket is generated through this Help Portal. Since you're reading this question from our KnowledgeBase, all you need to do is select the Request Support tab at the top of the screen. You should click the Submit a Ticket link, and fill in the form. Make sure you click the "Denticon Support" entry and choose the << button to ensure we get your ticket. When you're ready to send us your question or issue, click the Finish>>> button. Several of our support staff will receive your request for help, and your question will be responded by the first available person.