Lightwave Support Portal User Guide
Lightwave Support Portal User Guide
Welcome to the Lightwave Dental support portal!
This article will guide you through how to use the support portal. Our support portal is a tool that provides you with access to your internal resources at Lightwave Dental including the following:
- Solutions: how-tos (user training) and articles for troubleshooting common issues
- Support via Ticketing System:
- IT - trouble tickets, hardware orders, new installations, etc.
- HR - employee-, benefits-, and payroll-related questions
- RCM - credentialing
- Open Dental
- Marketing - Patient Experience application support (Axle, Flex Dental, NexHealth, and Weave)
- On/Off Boarding Requests (starting 9/1/2024)
Navigation Tips
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Search for solutions, services and tickets using the search bar. This is the quickest way to find what you are looking for.
- If you don't find what you are looking for, you can click the Report button at the bottom, and it will open a ticket form for you to provide more information and route to the appropriate department.
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Request a service will take you to our service catalog where you can order hardware, request access to applications, or have new software installed on your computer.
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Submit an Issue or Submit a Trouble Ticket will take you to the ticket form where you can tell us more about your issue and send it to the appropriate department.
Viewing Tickets and Requests
- Scroll to the bottom of the support portal to view your open tickets and requests
- Note: On/Off Boarding requests will appear if you are a reporting manager with a pending on/off boarding form to complete
- If you don't see this section, then you don't have any open tickets. Alternatively, you can view your ticket history by clicking on the notification icon in the upper right corner. From the notification window, select any ticket on the list, and then click Tickets at the top of the page to view your ticket history.
- You can then change your view to All Tickets, Open or Pending, Resolved or Closed, or Shared with Me
- From this view, you can see all tickets you have requested or that have been shared with you. You can view the ticket status and the communication history on each ticket. In addition, you can reply to tickets or close them if they are no longer needed.
Communication
In addition to our ticketing system, you can send emails to the following email addresses. These emails will create tickets for you. You will also receive emails when new tickets are created, your tickets are resolved, if your approval is required for a ticket, and when we respond to your ticket.