Help desk and live chat
When to open a ticket, when to use chat, and how to write a request that gets solved fast.
3 min readZTOOLZ offers two main ways to reach us. Picking the right one for your question helps us help you better.
Help desk (tickets)
Use the Help desk in your account for issues that need follow-up, such as a tool that won't work or a question about an order. The ticket is kept on record, the team's replies arrive inside it, and you can reply back.
- 1Open a new ticket
In the Help desk, click to open a new ticket.
- 2Name the tool
Write the exact tool name and how you accessed it: secure browser, extension or cloud, plus the account (Access 1 or 2) if there is one.
- 3Describe what happened
What you were trying to do, what you saw and when it started. A screenshot helps a lot.
There may be a limit on how many tickets you can have open at once. Close tickets that are done, or reply on an existing ticket rather than opening a new one about the same thing.
Live chat
The chat window is on the site and suits quick questions, such as choosing a plan or how to pay. For technical issues that need follow-up, a ticket is the better choice.
Our support team is here to help. Open a ticket or contact us.