Getting help from Zovi

Raise a support ticket with the Zovi team, track your open requests, and find the right email and resources when you need a hand with your dashboard.

When you need help from Zovi, whether it’s a technical problem, a billing question, or a feature request, use Zovi Help & Support. Open it from the account menu in the top-right of the dashboard (Zovi Help & Support).

This is where your clinic contacts Zovi. It’s different from App Support, which is where your clients contact your clinic. If a client needs help with your app, handle it in App Support instead.

Screenshot: the Zovi Help & Support area showing the My tickets and Resources tabs, with the ticket list and the New ticket button.

Zovi Help & Support has two tabs: My tickets and Resources.

My tickets

My tickets lists every request you’ve raised with Zovi, so you can follow each one to resolution. Four filter tabs narrow the list: All, Open, In Progress, and Resolved.

A ticket itself can carry one of five statuses. Waiting on you and Closed are genuine statuses you’ll see on a ticket, but there’s no filter tab for either, so use All to find them.

Status	What it means
Open	You’ve raised it and nobody has picked it up yet.
In Progress	Someone at Zovi is working on it.
Waiting on you	Zovi has replied and needs something from you before it can go further.
Resolved	The team has answered or fixed it.
Closed	The ticket is finished and filed.

The support team aims to respond within 4 hours on business days.

Raise a new ticket

1. Select New ticket

   Open the new-ticket form. A notice above the form asks you to check the documentation first, in case your answer is already there. It’s informational only and never stops you submitting.

2. Describe your request

   Fill in the fields:

   Field	Notes
   Subject	Required. A short summary of your request.
   Category	Pick the area your request is about (see below).
   Priority	How urgent it is: Low, Normal, High, or Urgent.
   Description	Required. The full detail: what’s happening, and what you expected.
   Attachments	Optional. Add screenshots or files, each up to 10 MB.

3. Submit

   Send the ticket. It appears in My tickets, and the Zovi team follows up.

The Category options are:

• Technical issue
• Billing & subscription
• Beauty Circle App
• Onboarding & setup
• Feature request
• Data & compliance
• Other

Add a screenshot to Attachments whenever you can. It’s the fastest way for support to see exactly what you’re seeing and resolve your ticket sooner.

Resources

The Resources tab collects the other ways to reach Zovi and help yourself:

• Documentation: opens this help center in a new browser tab, so your dashboard stays open behind it. Start at the help center home.
• Tutorials & walkthroughs: sits directly below the documentation card and takes you to Tutorials & walkthroughs, which follows a whole task from start to finish, and to Support & service.
• Email support: [e-mail] for general help.
• Billing: [e-mail] for invoices and billing questions.
• FAQ: quick answers to the most common questions. See the FAQ.

Live chat is the only resource still marked “Coming soon”. Everything else on this tab works today.

Related

Support & service

What the Zovi team covers for you, and how fast you hear back.

Answer your clients

Handle support requests coming from your clients’ app.

FAQ

Fast answers to common questions about running Zovi.