Submit a ticket via the in-app chat (fastest)
Go to Help in the lower-left corner of the navy sidebar.
Select Help to reach the Support team
2. Click Support Chat to start a conversation.
Support chat opens our messaging center
3. Select Ask a Question to open a chat box with the ticketing menu.
Ask a question opens a new chat to communicate directly with the Support team or submit a ticket
4. Select Submit a Ticket from the four options displayed in the chat window:
I Have a Question
Submit a Ticket
Something's Not Working
I Have a Product Idea
Initial ticketing menu
5. Choose the appropriate category for your issue, or select Start Over to return to the previous menu.
Available ticket categories
New Vital (admin approval needed): Request a new vital to be added to the app. Existing vitals cannot be edited—Instinct will always create a new entry for you.
EMR Integrations: Request lab code mapping to an existing product, assistance with a new integration, or API access.
Accounts & Invoices (admin approval needed): Request edits to financials that cannot be made in the app. The support team can reopen invoices, move or void transactions, and move visits between patients.
Data & Analytics (admin approval needed): Request a data export, schedule a Controlled Substance report (Instinct ITP hospitals only), or submit a "Who Did What" inquiry to investigate changes made in the app. "Who Did What" options include:
Who checked in/out or created a visit
Who modified a visit
Who created or uploaded a chart document
Who created a referring vet
Who changed a user's role or permissions
Who generated an analytic report
Training Request: Submit a request form. The training team will follow up as soon as possible.
New Feature Idea: Submit feedback on an existing feature or propose a new one. The support team forwards all submissions to the Product and Engineering teams.
Everything Else: Request a new Ax mode procedure (these can take up to one month), a new MPL, breed additions or edits, or changes to users or products.
Available categories when Everything Else is selected
6. Complete the form for your selected category, then click Submit. You will receive a confirmation message and ticket number.
Example of a confirmation message and ticket ID
Note: Tickets submitted through the in-app chat reach a dedicated team and typically resolve faster than email submissions.
Check the status of an existing ticket
Go to Help in the lower-left corner of the navy sidebar, then click Support Chat.
2. Select Messages in the bottom menu of the chat pop-up to view previous conversations and tickets.
Options in the bottom menu bar of any chat box
3. Find your ticket in the conversation list. The ticket status appears in the conversation thread.
Submitted ticket status
Note: Add follow-up information to an existing ticket by replying directly to that conversation thread. |
What to include in tickets and requests for faster resolution
Include the following details to help the support team resolve your request quickly:
The specific feature or area where the issue occurred (for example, Tx Sheet, Invoice, or Patient Registration)
The patient ID, invoice number, or other relevant identifiers
Whether the issue is affecting all users or only one user
When the issue started, and how consistently it occurs
Email the Support Team
You can also reach the Instinct support team by emailing [email protected]. Include the following in your message:
Your name as it appears in Instinct and role (Staff, Admin, Doctor, etc)
Your practice name and location
A clear description of the issue
Screenshots or error messages, if available
Still need help?
Contact support via live chat or email: [email protected].