Getting help when you need it

Sometimes you hit a problem that the docs do not cover. When that happens, Petsoft has a built-in support ticket system. You do not need to open a separate email or call a phone number. Everything stays inside the app.

Creating a ticket

Go to Help > Support Tickets and click Submit a Support Request. This can be found by pressing the ? button in the top right of the navigation bar.

Fill in the subject and describe what happened. Be specific. Instead of "it is broken," write something like "When I click Checkout on reservation #4521, the page shows an error about tax calculation." The more detail you give, the faster the support team can help.

You can also attach screenshots. This is almost always worth doing for visual bugs or error messages.

Have an idea instead of a problem? The same form works for feature requests too — submit it the same way and the team will review it.

Quick fixes to try first

Before you open a ticket, a few common issues have a fast fix:

If this happens...	Try this first:
Page looks weird or slow	Refresh the page. Press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac).
Emails aren't arriving	Double-check the customer's email address on their profile.

What happens next

The support team will update the status as they work on it:

Status	Meaning
New	We have received your ticket and it hasn't been picked up yet
Accepted	A member of the support team has taken your ticket
Active	Support is actively working your issue (or you've just replied/reopened it)
Awaiting Customer Feedback	We need more info from you to continue — reply on the ticket to move it back to Active
Awaiting Deploy	A fix is ready and waiting to go out in the next release
Completed	The ticket is closed. Adding a comment to a completed ticket reopens it

The help article library

Before you open a ticket, it is worth reviewing the support articles on this site for any relevant information. Search by topic via the search bar in the top right, or by pressing CTRL + K

These articles are written by the support team and cover common questions that come up often. If you find one that answers your question, great. If not, the articles have a link at the bottom to open a ticket about that specific topic, which routes your question to the right person.

Managing tickets as an admin

If you have the Manage Support Tickets for entire Organization permission, you can see all tickets for your organization, not just your own. This is useful if you have multiple staff members who might open tickets. You can reassign tickets, add internal notes, or close old ones that are no longer relevant.

Go to Help > All My Tickets to see the full list.

Ticket status quick reference

Status	What it means	Who should act
New	Ticket received, not yet picked up	Support team
Accepted	A support team member has taken the ticket	Support team
Active	Being actively worked (or you just replied)	Support team
Awaiting Customer Feedback	Support needs more details from you	You
Awaiting Deploy	Fix is built, waiting on the next release	No action needed
Completed	Ticket is closed	No action needed (comment to reopen)

Before you open a ticket checklist

Step	Action	Time saved
1	Check the support site for your topic	Instant answer
2	Gather reservation/invoice numbers	Faster lookup by support
3	Take a screenshot of any error	Visual context for diagnosis
4	Note the exact time the issue happened	Easier log correlation
5	Note your browser and operating system	Some issues are browser-specific