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. 

Ziflow Support helps you resolve issues and answer questions about Ziflow. Find out who can get support, when Support is available, and what happens after you submit a request.

To submit a request, see Contact Ziflow Support.

Who can get support

Support is available to all paying customers and to prospects during an active trial. Response times depend on your support tier. See Support Tiers and Definitions.

How Support confirms eligibility

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

Trial accounts

Trials set up with a Ziflow Solutions Consultant get full support. Other trial users get basic product support by email or request form. Support refers in-depth questions, such as use cases or advanced configuration, to a Solutions Consultant.

Free accounts

Free accounts have full access to the Ziflow Help Center but not to Ziflow Support.

Support hours

• Standard support: 6:00 AM to 10:00 PM GMT on Ziflow workdays
• Enhanced support: 24/7

The Support team works from the United States, Poland, Spain, and Mexico to cover multiple time zones.

Phone and video support

Ziflow Support doesn't offer inbound phone or video support. For customers with a premier support plan, a support specialist may offer a call to resolve an issue faster. If a call is needed, Support sends you a scheduling link. If none of the times work for you, reply to the ticket and Support finds a specialist in your time zone.

Calls use Zoom or Google Meet. If your organization doesn't allow either, you need to provide the meeting tool.

What happens after you submit a request

1. Your request becomes a ticket with a response time based on its priority.
2. A support specialist replies during business hours. Urgent and high-priority issues are worked on with the Product and Engineering teams.
3. If the specialist needs information from you, the ticket status changes to Pending.
4. When the issue is resolved, the ticket is marked Solved and you receive a short satisfaction survey.

Pending tickets

If a ticket is pending, Ziflow sends a reminder after two and four business days. After five business days with no reply, the ticket is marked Solved.

You can reopen a solved ticket within two weeks. After that, the ticket is closed and can't be reopened.

Merged tickets

If you submit the same issue twice, or two people in your organization report the same issue, Support merges the tickets into one. Everyone is notified and copied on the merged ticket.

Bugs and feature requests

Support works with the Engineering team to fix product bugs. Issues that block production or adoption get priority and may qualify for a hotfix.

The Product team prioritizes feature requests. Support doesn't send follow-ups on feature requests. To follow a request, check the Ziflow Ideas Board and the release notes, or ask your Customer Success Manager.

Manage your tickets

Sign in to the support portal with the same credentials you use for Ziflow.

• Copy others on a ticket: Add them in the CC field in the support portal, or copy them on your email reply. You can also ask your support specialist to add them.
• Solve your own ticket: If your issue is resolved, mark the ticket as solved in the support portal. Only the person who submitted the ticket can solve it.

Escalate a ticket

If a ticket isn't moving toward resolution in the expected time:

1. Reply to the ticket and ask for escalation. Describe the business impact and ask for an estimated resolution time. A senior support team member reviews the ticket.
2. If the issue still isn't resolved, email CX Leadership at cx-escalations@ziflow.com. Include:
   • The ticket number
   • A summary of the issue and its impact
   • What has been tried so far
   • Your desired outcome and urgency
3. CX Leadership reviews the escalation, works with the Support, Product, or Engineering teams, and replies with the status, the actions being taken, and an estimated resolution time.

Important: For Priority 1 or 2 issues that significantly affect your operations, escalate in the ticket and to CX Leadership at the same time.

Report a security issue

If you find a potential security issue, such as data exposure or a privacy concern, check the Security FAQs first. If your issue isn't covered, email security@ziflow.com. Security researchers can report vulnerabilities to the same address.

Code of conduct

Ziflow treats everyone with respect, empathy, and kindness, and expects the same from anyone requesting support. Misconduct toward Ziflow staff can result in closed tickets, a ban from future support requests, or the end of the business relationship. See Ziflow Support code of conduct.

Related articles

• Contact Ziflow Support
• Support Tiers and Definitions
• Ziflow Support or my Customer Success Manager - Who do I contact?