Our mission

Our support team is dedicated to providing exceptional, timely assistance to ensure our customers’ success with Ziflow. We recognize that they rely on our platform for content review and approval, and we strive to deliver the guidance they need to maximize its value. Beyond resolving issues, we focus on building strong relationships, offering knowledgeable support that fosters long-term relationships.

Where are we located?

Our support team is based in the United States and Poland, providing seamless coverage across multiple time zones. With team members strategically located, we ensure timely and effective assistance for our customers worldwide.

Who can get support

We provide support to all paying customers and prospects during an active trial. The guaranteed response time is based on defined SLAs.

How is the support eligibility determined?

The email domain of the individual who creates the support request must match the email domain of an organization with a valid Ziflow subscription or active trial.

Trial accounts are only eligible for support if they have an active trial established with a Ziflow Solutions Consultant. However, those not working with a Solutions Consultant can still receive basic product support via email or form submission and have full access to our Help Center. Anything requiring more in-depth assistance, such as use cases or advanced configuration, will be directed to a Solutions Consultant.

Can free accounts access Ziflow Support?

Accounts with free subscriptions are eligible to access the knowledge base articles in the Ziflow Help Center. For more details, see Ziflow Support definitions.

Support escalation

Escalations ensure that unresolved issues receive the appropriate attention and priority. If a support ticket is not progressing toward resolution within the expected time frame, customers can escalate the issue through the following structured process.

Step 1: Initial ticket submission

When an issue arises, submit a support ticket through the Ziflow Help Center, email, or chat. Clearly describe the issue, impact, and urgency, following Ziflow’s ticket submission guidelines.

Step 2: Monitoring ticket progress

Once submitted, the ticket will follow Ziflow’s standard response and resolution SLAs based on priority. Customers should:

Monitor ticket updates from the assigned Support Specialist.
Respond promptly to any requests for additional information or troubleshooting steps.
Check the ticket status in the Ziflow Support Portal for real-time updates.

Step 3: Internal escalation within the ticket

If a resolution is not progressing as expected, request escalation within the ticket itself by:

Replying to the ticket and explicitly requesting escalation.
Providing additional details on the business impact.
Asking for an estimated resolution timeline.

This will alert the assigned Support Specialist and prompt an internal review by senior support personnel.

Step 4: Escalation to CX Leadership

If the issue remains unresolved despite escalation within the ticket, customers may escalate directly to Ziflow’s CX Leadership by emailing cx-escalations@ziflow.com.

In the escalation email, include:

Ticket number for reference.
Summary of the issue and impact on operations.
Previous attempts at resolution, including any responses from the support team.
Desired outcome or urgency to ensure proper prioritization.

Once received, the CX Leadership team will review the escalation, engage with the appropriate teams, and provide a response with next steps.

Step 5: Leadership review & resolution

Ziflow’s CX Leadership will assess the escalation, determine the necessary course of action, and coordinate with Support, Product, or Engineering teams as required. Updates will be provided as soon as possible with:

The status of the escalation.
Actions being taken to resolve the issue.
An estimated timeline for resolution.

Additional considerations

Urgent and High-Priority Issues: If a Priority 1 or 2 issue is significantly impacting operations, escalate immediately through both the ticket and CX Leadership.
Product Defects & Feature Requests: If an escalation is related to a product defect or feature request, it will be reviewed by the Product team. Updates will be provided as the request moves through the development process.

Service level

Standard support is available 6am to 10pm GMT, during Ziflow workdays. Enhanced support is available 24/7.

How to contact Ziflow support

The best way to create a support ticket is through the Ziflow Help Center by clicking the "Submit a request" button at the top of the page.

This will take you to the submission request form, where you can provide all necessary details for our support team to properly assess your request. For faster resolution times, please include as much relevant information as possible, such as specific error messages, screenshots, and steps to reproduce the issue. Providing these details upfront helps our team diagnose and resolve your request more efficiently.

Other options are:

Sending an email to support@ziflow.com. This is the best option if you have a login issue.
Through our live chat (during office hours). This can be accessed through the Ziflow Dashboard by clicking the icon in the lower right corner.
Leave a voice message at +1 (855) 494-3569. When leaving a voice message please include your name and the email address associated with your account. Responses from the support team will be sent to this email address.

Phone and video support

Ziflow Support does not include inbound phone or video support. For customers with a premier support plan, the Ziflow Support specialist, at their discretion, may offer a call to provide faster assistance and to collect information.

If a call is needed, we will send you a link to a scheduling page to pick a time that is best for you to meet. Let us know (via the support ticket) if the options are not compatible with your schedule or time zone, and we’ll find another specialist who is compatible with your needs.

Video support options

We support meetings via Zoom and Google Meet. If these are not supported by your organization, it is the customer’s responsibility to provide the meeting infrastructure.

Effective support requests

Want to know what is the best way to report an issue, or ask a question? Follow these guidelines.

Issues, problems, or bugs

When reporting an issue, it is best to include the following components:

Observations (what do I see)
Expectations (what I was hoping to see)
Reproduction (steps to recreate this) including:
1. Link to proof or flow
2. Detailed description of what you were doing
3. Screenshots/video capture
4. Logs
Impact - tell us how this is impacting your business so we can properly prioritize our efforts to assist you

Feature requests

If reporting a request for a new functionality, make sure to include:

Feature requests can also be submitted via our Ziflow Ideas Board.
Observations (what do I see)
What specific problem or challenge are you currently facing that you'd like a solution for?
Why is it valuable or important to address this? What can’t you do without being addressed?
How do you currently address this issue, and what are the limitations of your current approach?
Who are the main people affected by this problem or would be helped by a solution?
What would an ideal solution look like for you, and how would it improve your experience?

Questions

If asking a question, please tell us:

The question
Any additional information that will provide context to what you are asking

What happens when a ticket is created?

Once the ticket has been created by a user, it will show up in the Agent queue on our end, which is what the Support Specialists use for communicating and further updates in order to resolve the issue.
Ziflow support specialists are actively working on the incoming tickets during our stated business hours.

Ticket routing flow

Every ticket created with us has an associated SLA according to priority, which ensures you get a response from the support specialist in a stipulated amount of time.
When the support specialist replies to your ticket and puts the status into Pending, it means we are awaiting a reply from you with an action item to move forward with the issue resolution. In case of unresponsiveness on raised issues, they are auto-solved based on criteria defined under the below section “Automatic close of pending issues.”
For any Product bugs/defects, we work very closely with our Engineering team to get them fixed as soon as possible. Anything defined as a Production or Adoption blocker does get priority and is eligible for a hotfix depending upon the business impact associated with that issue.
Specifically for High and Urgent priority issues, the support team works more closely with the Product and Engineering teams to ensure prompt responses leading toward resolution.
For any Feature Request reaching the support queue, they are prioritized by our Product Management team. Our support will not provide follow ups once a feature request has been submitted. If you are a managed client you can check on the status with your Customer Success Manager. All other customers are welcome to monitor the Ziflow Ideas Board and our Release Notes.

CSAT survey

At Ziflow we believe in continuous improvement and hence every interaction with our users is an opportunity for us to further improve our services and offerings. Therefore, as soon as a ticket is solved an automatic email is sent to the requester to capture the feedback on the support experience offered.

Ticket merge

To prevent duplication of effort, if two people in the same organization report the same issue, or if an individual has submitted the same ticket, we will merge the two into one. A notice will be sent to all parties about the merge. Both parties will be copied on the merged ticket.

Automatic resolution of pending issues

A support ticket is considered pending if it is waiting for a response from the ticket originator (the requestor). Ziflow will send an automatic reminder two and four business days after the ticket has been set to pending. After five business days, if no response has been received, a final message will be sent notifying you that the ticket will be marked as solved, regardless of the status.

The requestor may re-open a solved ticket within two weeks. After that time, a ticket is marked closed and cannot be reopened.

Code of conduct

Ziflow is committed to treating all customers, prospects, partners, and users with respect, empathy, and kindness, as outlined in the Ziflow Support Code of Conduct.

The same is expected from anyone requesting support. Misconduct towards Ziflow employees and support staff may result in support tickets being closed, a ban on a specific individual from future support requests, or in the case of repeat offenders, termination of the business relationship with Ziflow.

Sharing files with Ziflow Support

Sometimes sharing files with support is needed.

Acceptable file formats

To prevent a support request from being flagged as malicious, do not share executable files (*.exe, *.cmd, *.bat, etc). If you need to share a code sample, save the file with the *.txt extension before sharing.

Large files

When communicating with Ziflow Support, we limit attachment sizes to 7MB per individual file and 10MB for the entire message.

For files over the above size limit the customer will need to utilize local messages to securely transfer the file(s).

Encrypted files

Do not send encrypted files or messages as Ziflow may not have access to decryption tools and will not be able to respond to your message.

Sanitization

Making sure to not send credentials, passwords, keys, personal identifying information, secrets, tokens, or other secure content in clear text or image. Obfuscate these, or delete them all together before sending them to support.

Do not share passwords with support. We will not ask for it.

Self-solving of support tickets

If you have found our solution helpful, or figured it out yourself, please let us know that we can close the support ticket.

You can do this by logging into the support portal and marking the ticket as solved.

Please note that only the ticket’s main contact (the requester) may close the ticket. You cannot solve tickets you are copied on.

Copying others on support tickets

You may add others to your support ticket as CC. This means that they will be copied on all messages to/from Ziflow Support and yourself.

If you are using email, just copy the new person on the email message, and they will be copied on all future communications.

If you are using the support portal, you can mark others as copied by utilizing the CC field. You can also ask your support specialist to add others as copied.

Access to Support Portal

Ziflow support portal for our end users is available from the following URL:

https://ziflow.zendesk.com/auth/v2/login/signin

Users will want access with the same credentials that they use to authenticate into the Ziflow Dashboard.

Security issues

Keeping your data secure is our top priority. If you discover a potential security issue—such as a data exposure, privacy concern, or anything that could put customer information at risk—we encourage you to report it so our team can investigate and take action.

Before submitting a report, please check our Security FAQs for guidance on common security topics. If the issue is not covered there, you can report your findings by contacting:

Email: security@ziflow.com

Bug Bounty and Ethical Hacking

We appreciate the efforts of ethical hackers and security researchers in helping us strengthen our security. If you have identified a vulnerability, please report it through our security contact channels listed above.

Search