Why Is the Get Help Option Grayed Out?

Overview

If the Get Help option is grayed out in Denticon, your user account does not have the required Help & Support – API Full Access permission.

This permission is required to open the Help Portal and submit support tickets directly from Denticon. 

Why Is This Permission Required?

The Get Help workflow was intentionally updated to help organizations manage who can submit support requests.

Standard users may be restricted from submitting tickets directly. Instead, support requests should be coordinated through an organization’s designated support contacts, administrators, or internal support team. 

This is especially helpful for Dental Service Organizations, or DSOs, that have established internal processes for reviewing and escalating issues.

What Does “API Full Access” Mean?

In this context, Help & Support – API Full Access provides access to the Helpdesk connection used between Denticon and Zendesk. It allows the user’s account to be recognized by the Help Portal so the user can access Get Help and submit support tickets. 

Despite its name, this permission does not provide broader access to the Denticon APIs or grant access to unrelated integrations and technical functions.

What Should I Do?

If you need access to Get Help, contact your organization’s Denticon administrator or designated support contact.

The administrator can:

• Determine whether Help & Support – API Full Access should be added to your security group.
• Direct the request through your organization’s internal support or escalation process.

After the permission is added, sign out of Denticon, sign back in, and test the Get Help option again.

Important

Access should only be granted according to your organization’s internal security and support-ticket submission policies. If the permission is already assigned but Get Help remains grayed out after signing back in, please have an authorized support contact submit a ticket for further review.