Use the ezyVet documentation first

All customers have access to full documentation about how to use ezyVet. Before you speak to ezyVet customer support or make a support ticket, try to find the applicable documentation.

To get access to the documentation, go to docs.ezyvet.com.

Tip: The ezyVet Help tab could have documentation that is applicable to your organization only. To get access to organization-applicable documentation, select Help, then select Standard Operating Procedures:

Put full and accurate information in your support ticket

If it is necessary to make a support ticket, make sure that you put full and accurate information in the ticket. Accurate information means that ezyVet customer support can help you quickly.

All ezyVet screens show a Support button.

After you select Make a support ticket, ezyVet shows the support tool. The image and table that follow show the primary areas of the support tool and what to use them for.

Primary Area	What to do
1	Enter an email address that ezyVet customer support can use to send information about the problem to you. Note: Make sure that the email address can send and receive information. For example, it is possible that the sign-in email address of an ezyVet site does send or receive information.
2	Enter a subject for the ticket. The subject is a very short sentence about the problem. The recommended sequence for the subject is: Your organization name The feature or function of ezyVet that has the problem Short information about the problem An example subject that uses the recommended sequence is Callisto Vets – Records dashboard – Wellness filters show unexpected results.
3	Enter full information about the problem. If possible, also use: Screenshots Record links of applicable ezyVet records Note: Make sure that your screenshots: Always show the address of your ezyVet site Always show the username of the person who is signed in to the site Always show the date and time Note: Use the screenshot app of your device to make a screenshot. Do not use a photograph of your device’s display. For more information, refer to About screenshots for customer support. Tip: To get a record link, right-click the tab of the applicable record, then select Copy Link:
4	Select the applicable Priority value of the ticket. The Priority identifies how important your problem is. There are four possible Priority values: Low: Use for a general question Medium: Use for a problem that prevents a usual workflow but has an alternative workflow High: Use for a problem that prevents a usual workflow and that does not have an alternative workflow Urgent: Use for a problem that fully does not let you use ezyVet Note: ezyVet customer support examines each customer support ticket and makes sure that the importance is correct. If you set a Priority value of High or Urgent, it does not mean that ezyVet customer support will speak to you immediately.
5	If applicable, give a minimum of two more examples of the problem.
6	This area automatically shows the name of the person who is signed in to ezyVet. You can change this name if necessary.
7	Select Send Feedback to send the information to ezyVet customer support. Note: When you use the support tool in your ezyVet site for the first time, the system automatically makes a Freshdesk account. (The system uses the email address that you enter in the Requester box of the support tool to send you a link to make the account.)

Make sure that you prepare ISL Light Client for remote access

If you use a Microsoft Windows device, you can use the Support button in ezyVet to quickly open ISL Light Client. If it necessary for ezyVet customer support to use remote access to help you, they will tell you to open ISL Light Client.

To open ISL Light Client:

1. Select the Support button.
2. Select Remote access.