How to Use the New PetsApp Support System: A Guide for Veterinary Teams

Hi Hamza here, from the pack!

Very excited to announce that we have now moved away from our old support system and have migrated to a new one.

This guide is intended to help you better understand how the new support system works; from raising tickets to searching for existing documentation. This guide will help you understand how to raise support tickets for your teams.

How do I Access the PetsApp Support Portal?

You will notice that on the operator dashboard, there is a new sidebar icon named 'Support'.

When clicking this icon, it will take you to an empty support ticket list where there will be a ‘Raise support request’ button. Alternatively, if there are already tickets raised, you should see a list of tickets associated to your organisation and the ‘Raise support request’ button will be on the top right.

Please ensure you use the email you use to login to the PetsApp dashboard when raising a support request

No login is required to access the support portal, making it quick and easy to get help when you need it. However, you do have the option to create a login to track your requests via the portal too.

How Do I Raise a New Support Ticket in PetsApp?

On the operator dashboard, click the 'Support' icon in the sidebar.

You'll be taken to the main support portal page. Here you can browse through our various support topics to prompt the issue you wish to raise. For example, if you would like to raise a reminders issue, please use the ‘Reminders form.’

Fill out the ticket form with as much detail as possible, making sure to include:

1. Select the appropriate category for your issue
2. Provide a clear, concise title for your ticket
3. In the description, explain your issue in detail
4. Add any relevant attachments (screenshots, logs, etc.)

Review your ticket details and then click "Submit".

Once submitted, you'll receive a confirmation message with a ticket number. Keep this for your records.

On the operator dashboard, you should be able to see all tickets associated to your organisation. Clicking on the ticket will allow you to see all details listed against it.

In the support portal, if you are logged in and you click on Requests, you should be able to see tickets associated to your organisation as well. Don’t forget, our support portal is login free, so if you prefer to not login, you can still use the dashboard to see your tickets.

To respond to an open ticket:

1. Click on the ticket to open it
2. Scroll to the bottom to find the comment box
3. Type your response and click "Save”.

You can check the status of any ticket in this view as well.

For more additional features and FAQs you can review our full guide on PetsApp.

The Pack are Here to Help

If you encounter any issues using the new support portal or have questions not covered in this guide, please don't hesitate to reach out to our support team at support@petsapp.com.

We're excited about this new system and how it will improve our ability to assist you. Thank you for your patience during this transition, and we look forward to providing you with excellent support through our new portal.