Opening and Following a Support Ticket

Availability: all plans

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 every status change. Tickets belong to your business, so everyone on your team who signs in can see them and reply, not only the person who opened it.

Before you start

Support is available to every user in your business on every plan, so the Support item always appears in the main menu. Look through the help articles first, because the answer may already be there. See the guide on finding answers in help.

Steps

Open a ticket

Choose Support in the main menu, then select New ticket. You can also open the account menu and choose Contact Support. The list of your tickets is titled Support tickets, and it has the same New ticket button.
Choose a Category: Account, Billing, Technical issue, Feature / product question, Integration, Data / privacy or Other.
Enter a Subject, a short summary of the issue (up to 255 characters).
Under How can we help?, describe what happened, including the steps that led to it.
As you type, a box titled These articles may already answer your question may appear. Select an article to read it; it opens in a new tab so your draft stays put.
Select Submit ticket. Select Cancel to leave without sending.

Follow a ticket

Open Support tickets. The table shows Ticket (the ticket number), Subject, Category, Status and Updated.
Select the ticket number or subject to open the conversation. Your own messages appear on the right marked "You". Replies from ServiceVisit appear on the left. Small grey notes in the middle record events such as the ticket being resolved or reopened.
To add to the conversation, type under Write a reply... and select Send.

What each status means

Open: submitted and not yet picked up.
In progress: someone at ServiceVisit is working on it.
Awaiting your reply: the team has replied and is waiting for you. When you reply, the ticket moves back to In progress.
Resolved: the team believes it is answered. Replying to a resolved ticket reopens it.
Closed: finished. You cannot send a reply to a closed ticket.

Reopen a ticket

On a Resolved or Closed ticket, select Reopen this ticket. The ticket returns to Open and you can reply again.

Tips

Put the one thing you need in the Subject, and the details in the description. A specific subject helps the team and the suggested articles.
The ticket list is ordered by most recent update.
Below the list, a card named Reach ServiceVisit support may show a phone number, hours or email. It appears only when ServiceVisit has published those details, and a ticket is still the best way to get a written answer.

If something goes wrong

If you see an error above the form after you select Submit ticket, check that the Subject and description are filled in, then try again. If a reply does not go through, an error appears above the conversation; send it again. If the page says "This ticket is closed.", select Reopen this ticket first. "No tickets yet" simply means your business has not opened one.

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…
Getting Help and Opening a Support Ticket — 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…