Apteryx Non-Support Workflow Chart

Apteryx Cancellation request (non-Denticon Client)

• If client states they’re looking to cancel/terminate their Apteryx subscription, regardless of Denticon/non-Denticon, use macro to forward to CS.

Customer Success

Account Management

Apteryx::Support::Transfer::Apteryx Cancellation Request

combines Denticon and non-Denticon Apteryx Cancellations

1/15/25 - Need confirmation from Account Management on if they will handle these requests

Patterson FUSE Apteryx Cancellation

• Patterson submits these to us directly, use macro to forward ticket to Sales Ops and add Keith Kneisley as a follower

Sales Ops + Add KK as Follower

Billing Group

Apteryx::Support::Transfer::Reseller Cancellation

Combines items 2 and 3

Jazz (Harmony) Subscription Termination

• Jazz Imaging submits these to us directly, use macro to forward ticket to Sales Ops and add Keith Kneisley as a follower

Sales Ops + Add KK as Follower

Billing Group

Apteryx::Support::Transfer::Reseller Cancellation

Combines items 2 and 3

Apteryx Data Extract Request (no cancellation, non-Denticon Client)

• Verify if client is looking for a data extraction w/o cancellation, and that they are not a Denticon user; use macro to forward request to Sales Ops/Account Management.

• If client is looking for extraction + cancellation, use macro from item 1 instead.

Sales Ops/Account Management

Not confirmed which at this time.

Apteryx::Support::Transfer::Apteryx Data Extraction Request

Currently going to Sales Ops.

Need Sales Ops+Account Management to agree who should receive and work these

Apteryx Data Extract Request (Denticon Client)

• Verify if client is looking for a data extraction w/o cancellation, use macro to forward request to AM.

• If client is looking for extraction + cancellation, use macro from item 1 instead.

Customer Success

Account Management

Apteryx::WIP::Support::Transfer::Apteryx Data Extraction Request

Make new macro for this

Macro notes:

update subject to something agreed on with AM

Apteryx Data Extract - Denticon/non-cancellation - Account Management

1/15/25 - Need confirmation from Account Management on if they will handle these requests

Patterson FUSE Data Return (Database Retrieval)

• Patterson submits these to us directly, use macro to forward ticket to Sales Operations

Sales Operations

Apteryx::Support::Transfer::Fuse Database Retrieval

Transfer of Ownership

• If client states they have purchased a practice utilizing Apteryx from another owner, or an existing practice will be under new ownership, use macro to forward ticket to Account Management

Customer Success

Account Management

*For Laine’s team may want this based on location count

*For Derek possibly not

Apteryx::WIP::Support::Transfer::Transfer of Ownership

potential change in process/naming convention of Transfer of Ownership

Macro notes:

update subject to something agreed on with AM

Old/Current macro sends message stating to respond with both parties' information in order to prepare a DocuSign - support should not be sending this message

1/15/25 - Need confirmation from Account Management on if they will handle these requests

Legacy Software Data Extract (DICOM Conversion)

• Verify Imaging Software in use - if client is requesting a data extraction from a legacy software, use macro to forward ticket to Sales Ops

• Called a DICOM Conversion because our legacy software stores images in a proprietary STB file format.

Sales Ops/Account Management

*Not confirmed who owns at this time, seemingly not AM.

Apteryx::WIP::Support::Transfer::DICOM Conversion (Legacy Software)

We should gently offer upgrading to Apteryx as a solution where possible, but generally these requests come from users that have already migrated to another software and are looking to migrate the legacy images from our legacy product to their current non-Apteryx imaging software.

Macro notes:

support will send initial macro which includes info on how to self-export and auto-closes ticket after 5 days

update subject to something agreed on with AM

Add tag + trigger/automation to close after 5 days

Need Sales Ops+Account Management to agree who should receive and work these

AI Tenant ID and Subsequent Enabling request (Pearl, Overjet)

• Pearl/Overjet submits these to us directly - use macro to assign to Sales Operations and add Carla Clark as a follower

Sales Operations

Add Carla Clark as Follower

Apteryx::Support::Transfer::AI Tenant ID and Subsequent Enabling request

AI Historical Extract

• Pearl/Overjet submits these to us directly - use macro corresponding to the AI provider

Imaging Data Services

Add Jerod Konen/Carla Clark as Followers

Place reply on internal note before sending macro

Fill out fields macro places into the internal note before submitting

Apteryx::AI Historical Extract (Pearl)

Apteryx::AI Historical Extract (OJ)

Billing/Invoice Questions

• Tickets regarding billing, invoice, or payment portal questions go to the Billing group

Billing

Apteryx::Support::Transfer::Forward to Accounts Receivable

https://planetdds.atlassian.net/wiki/x/h4CbFQE

Typically we transfer to Sales because there is an opportunity for something to be sold or upsold. We may also contact Sales through adding Sales Leadership as a follower on the ticket and submitting internal notes. For specific details, please see the article linked in the left column.

MACROS ARE NOT FULLY UPDATED YET AS OF 10/3/24

Ticket stays with Support Technician until confirmed that Sales has made contact with/reached out to the customer/prospect.

Transfers to Implementations

Macro/group needs to be created

Have buy-in from Mark Davis for this, just need to finish working through Sales Ops/Success. For now manually touching base with Mark Davis/ICs for next steps is good.

Data Mapping related tickets

• A client who is already live/not in active conversion needs a data mapping due to a change in PMS software (patient IDs changed)

Sales Ops/Jerod Konen/Account Management

Straight to Conversions team

Potential change, need to dig into it more with Mark/Nigel/Tyler

12/13/24 - Process lives with Jerod Konen for now, but will more than likely go to Account Management in the future. No macro currently exists

1/7/24 - Process still lives with Sales Ops/Jerod Konen, but will be going to Account Management in the near future.

Before Assigning to Jerod, inform the customer of the $150 Mapping Fee.

No macro, assign to Jerod manually and advise client via public reply that their ticket is being transferred to the appropriate party

1/15/25 - Need confirmation from Account Management on when they will be taking these requests instead of Sales Ops

Tuxedo Imaging tickets

• All tickets regarding Tuxedo brand sensors (Tuxedo, Tuxedo A Series) should be routed to their Hardware team

• Use macro to forward ticket to Dave Robles

Dave Robles

Apteryx::Support::Transfer::Tuxedo (Direct to Dave)

Apteryx::Support::Transfer::Tuxedo (Direct to Dave) After Hours

Denticon, Cloud 9, and Focus Ortho tickets

• If you receive a ticket requesting support for Denticon, Cloud 9, or Legwork, use the macro corresponding with the software the client is needing assistance with and submit as New/Open

Corresponding Support Group

Apteryx::Support::Transfer::Denticon

Apteryx::Support::Transfer::Legwork

Apteryx::Support::Transfer::Cloud 9

Apteryx::Support::Transfer::Focus Ortho

Dentimax Clients

If you receive a ticket from a client who is having issues with Dentimax brand hardware, or a Dentimax OEM version of our software, use macro to direct the client to reach out to Dentimax directly, then submit as Solved.

Apteryx Imaging Support / Denticon Imaging Support

Apteryx::Support::Transfer::Dentimax Customer

Stays with technician to deliver the message and solve out the ticket.

Existing Customer Conversion Requests

TBD

TBD. For now contact Mark Davis and/or an IC for next steps.

Existing Customer Cannot Add Location

Existing Customer cannot add new location in Location Management in their Apteryx. Modifying max locations is not a support function, so the appropriate team needs to compare what the customer is paying for with the locations they have listed in XVSD for that site and confirm with the customer that the information matches, and if not, take next steps accordingly.

TBD

Currently unsure of if this should live with Sales Operations or Implementations or Customer Success.

TBD

Existing customer wants to implement ADFS or Google SSO with Apteryx

Customer needs to have someone manage the project/timeline/testing for enabling ADFS or Google SSO for user authentication when accessing Apteryx.

Step-by-Step guides provided below.

Implementations Grp

Add Mark Davis as follower for email notification.

Apteryx::Support::Transfer::Implementations::SSO Enablement Request

Google SSO has not been released and as such should not be offered to customers. Until you see this item say otherwise, you can work with a Supervisor or Senior tech to make sure that customer is flagged to be notified when Google SSO releases.

Verbal confirmation from Mark Davis that we can assign the ticket to the Implementations Grp in Zendesk and add him as a follower on the ticket/@ him so he is notified. To start with, I’d suggest also contacting him over Teams so he gets the notification that he needs to assign the task to an IC.

Existing customer needing conversion (not in implementation)

Client needs a catch-up conversion if they had continued to capture images in their legacy software, or otherwise wound up with data that is only in their legacy software and not Apteryx post go-live.

Mark Davis/Sales Ops/TBD

TBD. For now contact Mark Davis via Teams explaining the request, may go to either him or to Sales Ops

Existing Patterson Fuse customer Apteryx wants to offboard from Fuse but keep Apteryx

Customer purchased Fuse + Apteryx from Patterson, but they cannot simply get the existing URL’s credentials and URL to enter in their new PMS. They must be migrated off of the Fuse URL and onto the new Apteryx URL.

Account Management//TBD

TBD

Existing customer wants to change the name of their Account/Organization

The customer’s account name needs to be updated in:

• Salesforce

• Zendesk

• Apteryx Sites Dash (just the “Practice Name” in View Customer Info settings)

• Do not update Token names as that will cause existing XVCapture/DataGrabber licenses to stop working

Account Management//TBD

TBD

Apteryx Customer’s Site is Suspended in XVSD

• The customer needs to immediately pay their bill.

• Ticket should be directed to the Billing team using a macro that provides self-help information and contains Billing FAQs.

Billing

Apteryx::Apteryx Customer Portal

Contains Billing FAQs and instructions for navigating the payment portal and resetting passwords.

AI Cancellation Request

• Client is looking to cancel their AI subscription + disable AI in Apteryx.

• Sales Ops handles all AI Cancellation requests currently, but this will change in Jan 2025.

Sales Operations

[NOTE: Starting January 2025, Sales Ops will handle AI cancellations for clients who purchased it but aren't onboarded yet, and AM ops will handle cancellations for clients currently using AI and are unhappy with it.]

*On the list for Support Management to help with who owns Sites Dash actions etc.

Apteryx::Support::Transfer::AI Cancellation Request

Will need to edit current macro and create an additional macro once process is split between two teams in Jan 2025

Live customer requesting/needs an additional training

• Client who is already well past go-live either reached out asking for a formal training to be provided, or it was determined by the technician a training is necessary for the office

Account Management
*Potentially switch to Training team managing this themselves per AM team

Macro TBD

Manually create an internal note describing the client’s need for an additional training and assign the ticket to the Account Management group

**

**Just needs a macro