How do live sessions with Ziflow Support work?

Ziflow Support resolves most issues fastest in writing, where the team can investigate, reproduce the issue, and involve developers without waiting on calendars. When a live session is the quickest way forward, Support offers one.

Available for: Ziflow Support is available to paid users and those who are engaged in an active trial.

Why Support starts with details

A first call about a technical issue is rarely where the fix happens. It's where information gets gathered. When you share that information up front, the technical team can review your issue before the session, bring the right specialist, and make real progress on the call.

When Support offers a live session

• Support can't reproduce the issue and needs to see it in your environment
• Support needs to capture live diagnostics, such as browser logs
• A complex configuration is faster to show than to describe
• An urgent, business-critical outage occurs (Enhanced support, included with Enterprise)

For Support tiers and priority definitions, see Support Tiers and Definitions.

Information to include in your ticket

Before you request a session, include the following in your ticket:

1. Steps to reproduce: what you did, what you expected, and what happened
2. Links to the affected proofs or workflows
3. Your browser, browser version, and operating system
4. How many users are affected and when the issue started
5. A screenshot or short screen recording

Tickets with this information are resolved faster, with or without a call. See Contact Ziflow Support.

What to expect on the call

• One topic: Each session covers the ticket it was scheduled for. Open a separate ticket for other questions so each one gets the right owner.
• A clear goal and time: You receive the agenda, attendees, and length in advance. Most sessions are 30 minutes.
• Investigation, not always a fix: Support may capture data for developers and follow up in writing.
• A written summary: After the call, Support sends what they found and the next steps.

Training and account reviews

For team training, workflow best practices, or a review of multiple topics, contact your Customer Success Manager or visit Ziflow Academy. To decide who to contact, see Ziflow Support or my Customer Success Manager - Who do I contact?

Custom workflows, integrations, and build work

Ziflow Support fixes issues with how Ziflow works today. Ziflow Professional Services handles designing new workflows, building integrations, and configuring Ziflow around a specific process. If your request falls into this area, Support offers a free 20-minute scoping call with Professional Services to define the work and estimate effort.