1.6.1. Open a Help Ticket

If you are not able to find what you are looking for in our published resources, we have staff available during business hours dedicated to answering tickets.

How to open a help ticket:

1. Find the Help & Support page in our left hand navigation menu.
2. Click Open New Help Ticket.
3. Select your preference on how you’d like us to respond (phone or email).
   

Note: If you indicate that you would like to be contacted via phone, lease provide a good contact number that will directly reach you and stay keep your phone available.

4. Add your subject line. What is this issue about?
5. Add a detailed description of the issue you are having.
6. If the issue directly relates to an appointment or animal, please include the appointment date, client name, and animal name(s).
7. Select the appropriate priority level.
8. Add any attachments that help us better understand the issue at hand. Screenshots are typically especially useful.

Viewing your help ticket

1. To view the status of your help ticket, go to the Help menu.
2. At the bottom of the page, you will see all open and solved tickets that have been submitted through your profile.

This is what the following status tags mean:

• New: Your ticket has not yet been opened by help desk staff.

• Open: An agent is actively working on your ticket.

• Pending: An agent is awaiting your response on a ticket. If no response is received within two days, your ticket will be closed.

• On-hold: Your ticket is awaiting an update by a party outside of the help desk agents.

3. Check your email once you have submitted a help ticket, even if you’ve set your preferences to a phone call. Our agents may reach out via email if they were unable to reach you or if it was outside of working hours.