The best way to communicate a need for assistance is via a Help Ticket. The Ticket should be entered by the person seeking assistance.
An ideal Ticket provides all the necessary information which fully conveys the inquiry.
In other words, all the fields and opportunities to express the “I need assistance” message should be completed in order that the Denticon Support team is better aware of the assistance needed.
Once a Ticket has been submitted, the Ticket may always be retrieved for review. Tickets are located in the “My Activities” tab.
Additional correspondence may be added to an existing, open ticket.
Denticon requests that each topic have its own unique ticket so that only the information provided for that question is isolated to its own reference information.
Because the Help Portal Ticket system is the user’s own repository of personal inquiries, Denticon recommends to review past Tickets for previous advice in the event the same “how to” question arises in the future.
Only the Ticket owner (the person who submitted the Ticket) is able to access and update the Ticket. If other dental organization members are CC’d on the Ticket, those people will receive communication updates, but are not able to directly access the Ticket for communication.
To create a Ticket:
- Click the word “Help”
- Click “Get Help” option from the drop-down list
- Click the blue hyperlink “Submit a Ticket”
- For best assistance, complete all fields:
- Phone – important so that the Denticon Support team is able to easily communicate by phone
- Phone Extension – important so that the Denticon Support team is able to easily locate the proper person within the dental organization
- Summary – only a few words to quickly communicate the topic (similar to the “Subject” line/field in traditional email communication)
- Office (Location) Name in which the problem or issue occurs – Please include your Office ID or OID number - especially important for multi-location dental organizations so that the Denticon Support team is able to understand from where the inquiry/concern should be considered. OID can be found along the upper right hand side of most screens in Denticon or in the Office selection drop down at the top of the Denticon window.
- Patient Name and ID# (or Responsible Party name and ID#) in which the problem occurs – both the Name and the ID# extremely important:
- when the issue is isolated to a particular patient and/or Responsible Party
- to provide specific examples for Denticon’s team to consider
- Details – a full description of the concern/inquiry, providing specific information about Ticket’s topic so that the Denticon Support team may be able to replicate the concern. No detail is too small. The more information provided, the better that Denticon’s Support team is able to assist with a “Suggested Solution” from the start.
- Type – select the most appropriate option for quicker assistance:
- Denticon Support – For Denticon support, questions, guidance, and troubleshooting of challenges.
- Imaging, Xrays, and Bridging Support - For Apteryx Imaging related support, installations, troubleshooting, bridging.
- Denticon Patient Engagement - For DPE Support regarding Denticon Patient Engagement functions and campaigns
- Dentigram - For reaching Dentigram Support
- DPS (Denticon Practice Services) – for contracted services, when seeking assistance regarding fee schedule entry/update, insurance plan verification, AppointNow
- Training Request - To request additional Denticon/Imaging training for staff
- Monthly Invoicing – for assistance with the dental organization’s monthly billing for usage of the Denticon program
- To attach a digital file (such as a screenshot) to a Ticket so that the Denticon Support team is able to easily visualize the concern//inquiry:
- Locate the “Attachment” section
- Click the “Attach a file” link
- Locate and select the saved digital file on the office computer
- Click the “Finish” button to submit the Ticket inquiry
To create an image attachment
- Have the screen or window you wish to capture open on the computer screen
- Open the Windows Snipping Tool
- Select New Snip and draw a box around the image you wish to capture with the mouse
- After the image is captured, right click on the image and select Save as
- Save the file to a folder where you can find it
- Attach image to ticket using attachment option.
Article Version 1.1 2026.6.12