Get help from Zolensa support

When something does not work, or you need something from the Zolensa team, open a support ticket. Every ticket gets a number such as ZS-1042, and you follow it in the app and by email.

Open a ticket

1. Click Support at the bottom of the menu.
2. Choose Report a problem when something is broken, or Ask for something for a change, an export, more participants or a billing question.
3. Choose the Topic, and the Study if it is about one.
4. For a problem, say Who is affected? and How urgent is it? This sets the priority of your ticket.
5. Write a short Summary and the Details: what happened, what you expected, and the phone or browser.
6. Click Send to Zolensa support.

You get an email with your ticket number. You can also email the Zolensa support address: a new email opens a new ticket.

Follow your tickets

Support lists your tickets with their status:

• Received: we have it and will answer soon.
• In progress: someone is working on it.
• Waiting for you: we asked you something. Reply so we can carry on. The menu shows a number next to Support while we wait for you.
• Resolved: we think it is solved. Reply if it is not, and the ticket opens again.
• Closed: a few days after it is resolved, the ticket closes. A reply to a closed ticket opens a new one.

Open a ticket to read the conversation and reply. You can also reply to our emails: keep the ticket number, such as [ZS-1042], in the subject. Workspace owners see every ticket from their agency. Other team members see their own.

When your ticket is solved, click It is solved, close this ticket. We then ask you to rate our help from 1 to 5 stars.

How fast we answer

The priority decides how fast we answer and solve a ticket. It comes from how many people are affected and how urgent it is:

• Critical: your whole workspace or all participants are stopped. We answer within an hour.
• High and Medium: we answer within hours.
• Low: we answer within a day.

The time does not count while we wait for your answer.

Participants

Participants with a problem in the study app, such as a video that does not upload, open Help in the app and tap Contact Zolensa support. They follow the answer in the app. Questions about the study itself still go to your team under Messages.

Without an account

Anyone can contact support at app.zolensa.com/support/contact, for example before signing up. The email we send has a private link to follow the ticket.