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Getting Help and Support
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viggoVet provides help through this documentation, video tutorials, and direct support tickets. Most questions can be answered by searching the docs. For everything else, the support team is ready to help.
Documentation
You’re reading it. This help center covers every viggoVet feature with step-by-step guides, screenshots, and troubleshooting tips. Use the search function to find specific topics, or browse by category.
Tip: Search by what you want to do, not by the feature name. “How to create an invoice” works better than “Invoice module.”
Video tutorials
Short screen recordings demonstrate specific workflows. Each video focuses on one task and runs under five minutes with narrated walkthroughs. Videos are organized by module and tagged by role.
Support tickets
For technical issues, bugs, or questions not covered in the documentation, submit a support ticket. This is the primary way to get direct help from the viggoVet team.
Choosing the right priority
Priority | When to use | Response time | Resolution target |
|---|---|---|---|
Critical | System unavailable, data loss, core functionality broken during patient care | 1 hour (24/7) | 4 hours |
High | Important features broken (workaround exists), significant performance issues, integration failures | 4 hours | 24 hours |
Medium | Minor bugs, usage questions, configuration adjustments, unexpected report data | 12 hours | 48 hours |
Low | General questions, feature suggestions, documentation corrections, best practice guidance | 24 hours | 5 days |
Important: Use Critical priority only for situations that directly affect patient care or make the system unusable. This ensures urgent issues get the fastest possible response.
Writing a good ticket
The more information you include upfront, the faster the team can help:
- Problem description. What happened, what you expected, and when the issue started
- Steps to reproduce. The exact navigation path and actions that trigger the problem
- Screenshots. Attach screenshots showing the issue. Crop or blur sensitive patient information.
- Browser and device. Which browser you’re using, and whether it’s desktop, tablet, or mobile
- Account identifier. Your clinic name or subdomain
What happens after you submit
- You receive an automated confirmation with your ticket number.
- A support engineer reviews your request within the response time for your priority level.
- The engineer may ask clarifying questions.
- Once resolved, you receive a summary and the ticket closes.
- You can reopen the ticket if the issue comes back.
Tickets open longer than five days automatically receive manager review.
Escalation
If your issue needs escalation, reply to your existing ticket explaining why. A support manager reviews the case and you receive direct communication from the escalated team.
Feature requests
Have an idea for improving viggoVet? Submit a support ticket with Low priority and include “Feature Request” in the subject. Describe what you need and why it would help your practice.
The product team reviews all feature requests monthly. You’ll be notified if your request makes it onto the development roadmap.
Quick fixes for common issues
Can’t log in. Check your email spelling and password. Use the password reset link if needed. Clear your browser cache and cookies. Try a different browser.
Feature not responding. Refresh the page. Check your internet connection. Try a private/incognito browsing window to rule out browser extension conflicts.
Data sync issues. Check integration status in Configurations > Integrations. Verify credentials for connected systems. Review sync logs for error messages.
Report data looks wrong. Verify your date range filters. Confirm you’re viewing the correct clinic (multi-clinic accounts). Check data source selections.
Note: For login and access issues, your practice administrator can reset passwords and verify role permissions through Configurations > Staff and Roles.