The ezyVet support tool
ezyVet has a dedicated support tool that you can use to quickly and easily get customer support for questions and problems. The support tool is available in all ezyVet screens.
To get access to the tool:
- Make sure that you are signed in to ezyVet.
- Select the Support button, then select Make a support ticket
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 IDEXX 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:
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:
Note: Make sure that your screenshots:
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:
Note: IDEXX 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 IDEXX 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 IDEXX 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.) |
Tip: If you want to open the support tool but you are not signed in to ezyVet, select the Support button that the ezyVet sign-in screen shows.