Most support tickets with any web site provider / SAAS (software as a service), automatically close tickets if they are not responded to, after about 10 days or so with automated emails to back it up. There always seems to be a rush at Dentally to close a ticket if its not responded to within a day. I get that you probably have lots of open tickets where practices are either not engaged with the support staff or replying but probably because they are running a practice or dealing with patients but its very frustrating when tickets are closed far too quickly.
The matter is made worse by the fact that when a ticket is closed, there is no way to reopen the existing ticket and continuing the conversation by adding more updates or attaching screenshots which we might not have been able to do before.
Surely it would be better for everyone if an existing ticket could be reopened on the chat rather than starting a new one and all the hassle associated with cross referencing different tickets etc etc.
Why does Dentally do support differently from everyone else, it’s really frustrating at times when tickets are closed, too early in my opinion.
