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 New Ticket.

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.

What happens next

After you submit the ticket, you will get an email confirmation with a ticket number. You can reply to that email to add more information, or you can log back into Petsoft and view the ticket thread there.

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

Status	Meaning
Open	We have received your ticket and it is in the queue
In progress	Someone is actively looking at your issue
Waiting on you	We need more info from you to continue
Resolved	We believe the issue is fixed
Closed	The ticket is complete or was auto-closed after inactivity

The help article library

Before you open a ticket, it is worth checking the built-in help articles. Go to Help > Articles to browse or search.

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 usually have a link at the bottom to open a ticket about that specific topic, which routes your question to the right person.

Escalating an urgent issue

If something is seriously wrong, like you cannot check out customers or the system is completely down, mention that in the subject line. Write "URGENT" or "System down" so it gets flagged immediately.

For billing emergencies outside of business hours, check your organization settings for the after-hours number. Not every plan includes after-hours phone support.

Managing tickets as an admin

If you are the account owner or an admin, 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 Tickets to see the full list.

Ticket lifecycle flow

Ticket status quick reference

Status	What it means	Who should act
Open	Ticket received, in queue	Support team
In Progress	Actively being investigated	Support team
Waiting on you	Support needs more details from you	You
Resolved	Support believes the issue is fixed	You (confirm or reopen)
Closed	Ticket complete or auto-closed	No action needed

Before you open a ticket checklist

Step	Action	Time saved
☐ 1	Check Help > Articles for your topic	Instant answer
☐ 2	Try the quick fixes in this guide	Fixes 80% of common issues
☐ 3	Gather reservation/invoice numbers	Faster lookup by support
☐ 4	Take a screenshot of any error	Visual context for diagnosis
☐ 5	Note the exact time the issue happened	Easier log correlation