Support & service

What the Zovi support team covers, how fast you can expect a reply, which channel to use, and how to get an urgent issue looked at quickly.

This page explains what you can expect from Zovi support: what the team covers, how quickly you will hear back, and which channel to use for what. For the step-by-step mechanics of raising and tracking a ticket, see Getting help from Zovi.

Choose the right channel

You want to	Use this
Report a problem, ask a question, or request a feature	Zovi Help & Support in the dashboard, from the account menu in the top-right
Send something outside the dashboard, or you cannot sign in	Email [e-mail]
Ask about an invoice, a payment, or your plan	Email [e-mail]
Look something up yourself, right now	This help center, starting with the FAQ
Help one of your own clients with your app	App Support in your dashboard, not Zovi support. See App Support

A ticket raised in the dashboard is usually the fastest route. It arrives with your clinic already identified, so nobody has to ask you which account you are writing about.

Response times

The support team aims to respond within 4 hours on business days. Most tickets are answered sooner.

Two things move a ticket up the queue:

• Set Priority to Urgent on the ticket itself.
• If you are emailing instead of raising a ticket, put URGENT in the subject line.

Reserve Urgent for things that stop your clinic working: clients cannot book, payments are failing, or the app is down. Using it for everything makes it meaningless and slows down the requests that genuinely need it.

What each category covers

Pick the category that matches your request so it reaches the right person first time.

Category	Use it for
Technical Issue	Something in the dashboard is broken, slow, or behaving unexpectedly.
Billing & Subscription	Invoices, payment methods, plan changes, cancellations.
Beauty Circle App	Anything about the client-facing app: publishing, branding, push notifications, what your clients see.
Onboarding & Setup	Getting your clinic live: catalog, staff, booking, first campaign.
Feature Request	Something Zovi does not do yet that you need.
Data & Compliance	GDPR requests, data exports, retention, and privacy questions.
Other	Anything that does not fit the categories above.

Following a ticket to resolution

Every ticket carries a status so you always know whose turn it is.

Status	What it means
Open	Received and waiting to be picked up.
In Progress	Someone at Zovi is actively working on it.
Waiting on you	Zovi has replied and needs something from you before it can go further.
Resolved	The issue is fixed or the question is answered.
Closed	The ticket is finished and archived.

A ticket sitting at Waiting on you is not being worked on. Check your open tickets for that status if a request seems to have gone quiet.

Help support help you

The more of this you include, the fewer rounds it takes:

A screenshot

Attach one whenever you can. Screenshots, photos, and PDFs are accepted, up to 10 MB each. Blur or crop anything that identifies a real client first.

What you expected, and what happened instead

“I approved a Smart Offer and expected it to send, but nothing arrived” tells support far more than “offers are broken”.

Where you were

The page or screen you were on, and whether you were on the dashboard, the mobile app, or the web app.

Whether it is happening to everyone

Does it affect one client and one booking, or every client? That single detail often decides how the issue is triaged.

Before you raise a ticket

Many questions are already answered here. It is worth 30 seconds:

FAQ

The questions clinics ask most often.

Tutorials & walkthroughs

Follow a task from start to finish.

Set up your clinic

The first-run checklist for going live.

Related

Raise and track a ticket

The full ticket form, categories, and how to follow a request.

Answer your own clients

Handle the support requests your clients send you.