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.
- Make sure that you are signed in to ezyVet.
- Select the Support button, then select Make a support ticket
Primary Area | What to do |
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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:
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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.) |