Getting Help and Opening a Support Ticket

Availability: all plans

If you need help with your ServiceVisit account or the platform, you can search the help articles or open a support ticket with the ServiceVisit team. A ticket keeps your question and the team's replies together, so you can come back to it later. For questions about a specific job or invoice, message your provider instead.

Before you start

Steps

Look for an answer first

Open Support in your menu, or choose Contact Support from your account menu. The page is titled Support.
Type in Search help articles and select Search, or choose a card under Browse by topic.
Select an article title to read it. Related articles at the bottom lead to similar subjects.

Open a ticket

Select New ticket. It is at the top of the Support page, and under "Didn't find your answer?" at the bottom of the help pages.
Choose a Category: Account, Billing, Technical issue, Feature / product question, Integration, Data / privacy or Other.
Enter a Subject, a short summary of the issue.
Describe the problem under How can we help?, including what happened and what you tried.
While you type, a box titled These articles may already answer your question may list helpful articles. They open in a new tab.
Select Submit ticket, or Cancel to leave.

Follow your ticket

Open Support tickets. For each ticket you see its Ticket number, Subject, Category, Status and Updated date.
Select a ticket to read the conversation. Your messages are marked "You" and replies from the team are on the left.
To reply, type under Write a reply... and select Send.

What each status means

Open: your ticket has been sent and not yet picked up.
In progress: the team is working on it.
Awaiting your reply: the team is waiting for something from you. Replying moves it back to In progress.
Resolved: the team believes it is answered. A reply from you reopens it.
Closed: finished. You cannot reply until you reopen it.

Reopen a ticket

On a Resolved or Closed ticket, select Reopen this ticket.

Tips

Describe one issue per ticket and include the steps that led to it.
You see only your own tickets, never anyone else's.
A card named Reach ServiceVisit support may show a phone number, hours or email when ServiceVisit has published them.

If something goes wrong

If an error appears after you select Submit ticket, check that the Subject and description are filled in and try again. If a reply does not send, an error appears above the conversation; send it again. If you see "This ticket is closed.", select Reopen this ticket.

Opening and Following a Support Ticket — When you cannot find an answer in the help articles, you can open a support ticket with the ServiceVisit team. A ticket keeps the whole conversation in one place: your question, the team's replies and…
Finding Answers in Help — The Support section includes a library of help articles written by ServiceVisit. Searching or browsing it is usually the fastest way to get an answer, and when it is not enough you can open a ticket…
Messaging a Provider and Getting Support — Your customer account has two places to ask for help. Messages is a chat with a provider you work with, for questions about your own service. Support is for the ServiceVisit team, for questions about…