Contacting support
Open Support in the sidebar (near the bell, the AI assistant and this help button) to write to a person, not the AI assistant. A number badge there shows when a specialist has replied and you have not read it yet.
Opening a ticket
Click New request, pick a reason (something broken, a question, a missing feature, billing, or other), and describe what happened. If the clinic cannot take bookings or payments right now, tick I can't take bookings or payments - that reaches us as an urgent alert, not just a queued ticket.
Do not type a client's or patient's personal details into the description - write "a client's booking", not their name, phone or email.
Statuses
| Status | Meaning |
|---|---|
| Sent | Just created, nobody has opened it yet |
| Seen by a specialist | Someone on our side opened the ticket |
| In progress | A specialist is actively working on it. Once a specialist has replied, a new message from you lands here too, not back on Sent |
| Awaiting your reply | We answered - the next move is yours. No reply from you for 7 days and the ticket resolves automatically |
| Resolved | The question is settled. Reply within 14 days and it reopens automatically |
| Closed | Resolved for 14 days with no further reply; nothing can be added, but a New request about this button starts a fresh ticket linked to it |
You can mark a ticket My question is solved yourself at any time, and reopen it the same way if it turns out it was not.
Email updates
You get an email at the address on your account when the ticket is created, when a specialist opens it (skipped if their reply follows within 10 minutes - you just get the reply instead), on every reply from a specialist in full, when the ticket moves to in progress because of something on our side, and when it is resolved. The emails link straight back to the ticket.
Office hours
A specialist answers Monday-Friday, 09:00-18:00 Tallinn time. Outside those hours the ticket still accepts your message - the reply arrives by email and in this thread once someone is back.
The AI assistant can open one for you
If Ficus (the AI assistant) cannot answer your question, it can offer to open a support ticket on your behalf, carrying over what you already asked - you only confirm it.