Help & Support, Share Feedback and Tickets & Requests

Get help, send feedback and track your support tickets without leaving Zato.

Help & Support

Select the headset icon at the bottom left of any screen to open Help & Support. It has three sections: Contact Zato Support, Quick Tips, and Policies (the Terms of Service and Privacy Policy).

Note: Zato will never ask for your password over email or chat.

Requesting support

1. Select the headset icon, then Request Support.

2. On the Support request tab, choose whether the request is about My organization or A specific job. If it is a job, select it.

3. Enter a Subject, choose a Category (Technical by default) and a Priority (Normal by default), and describe the issue: what happened, what you expected, and the steps to reproduce it.

4. Select Send to support.

Sharing feedback

Share Feedback is for observations and suggestions that do not need an immediate answer. You do not need to decide whether it is a bug, an improvement or a new feature; the Zato team does that.

1. Select Share Feedback.

2. Confirm or change the Module. It is filled in from the screen you are on.

3. Change the Priority if Medium is not right.

4. Describe what you noticed in the Feedback field, and attach a file if it helps.

5. Select Send feedback. Your earlier feedback is listed under My feedback.

Tickets & Requests

Tickets & Requests lists support tickets raised with Zato. You see the tickets you raised. A Director or Manager sees every ticket across their firm or branch.

Column	Shows
Subject	The title of the request.
Ticket #	The ticket’s reference number.
Raised By	Who submitted it.
Client and Job	The client or job it relates to, where applicable.
Status	Its current state.
Priority	Its urgency.
Updated	When it was last updated.

How to access: the headset icon at the bottom left of any screen, and Tickets & Requests in the left navigation.

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