Digitail offers several ways to get help - from instant AI-powered answers to direct support agent chat, bug reporting, and feature feedback. This article explains each option so you can reach the right resource quickly.

How it helps

Having the right support channel for each type of question means faster resolutions. How-to questions get instant answers from Tails without waiting for an agent. Bugs get tracked and investigated efficiently with the right context. Feature ideas get logged directly with the product team.

Where to find it

All support options are accessible from the chat icon in the lower right corner of the Digitail platform. Tails is available from the Tails icon in the platform or by pressing 3 in Quick Search.

How to use it

Ask Tails for how-to questions

If you're wondering how something works in Digitail, ask Tails - Digitail's AI-powered veterinary assistant - before reaching out to support. Tails can answer how-to questions, explain features, and walk you through workflows instantly.

To open Tails, click the Tails icon in the platform. You can also press 3 from Quick Search to open it.

Search the Help Center for general questions

For questions about a specific feature or workflow, you can always search the Help Center first.

Type a few keywords to browse suggested articles - most common questions are covered here. If you still need help after searching, start a conversation through the chat icon at the bottom right of the platform.

Contact support via chat

For the fastest response from a support agent, go to the chat icon in the lower right corner of the platform, and click on Contact support to start a conversation.

Report a bug or error

If a feature isn't working as expected, submit a ticket under "Report an Error/Outage Message" through the chat. The more detail you include, the faster the team can investigate and resolve it.

When submitting a bug report, try to include:

What you expected to happen and what happened instead
The steps to reproduce the issue
Screenshots or a short video of the problem

We recommend Vidyard or Loom for recording video walkthroughs.

You can review all your open tickets and check their status from the Tickets tab in the Digitail platform.

Share a feature idea or your feedback

To share a feature idea or feedback, reach out through the support chat and request to speak with an agent. They'll help log the request with the product team. When sharing your feedback, it helps to include:

The use case or pain point you're trying to solve
Where in the platform you'd ideally like the feature to live
How you'd expect it to work
Whether you've seen something similar in another tool, with examples if possible
How often you'd use it

Feature requests are logged as feedback for the Product team alongside all other ideas received. Every suggestion is reviewed, but submitting a request doesn't guarantee implementation or a timeline. Think of it as feedback shared for consideration rather than a tracked commitment.

Other things to know

Stay up to date with Release Notes & Public Roadmap

Check the Release Notes regularly to see what's new and what's coming.

Tips & best practices

Start with Tails for how-to questions. You'll get an answer in seconds without waiting for a support agent.
Use the Help Center before opening a chat. Most common questions are already answered there.
Include a video when reporting bugs. A short Loom or Vidyard recording showing the issue in action cuts resolution time significantly compared to a text description alone.
Check the Tickets tab to track your bug reports. You can monitor status and see when the team responds without needing to follow up separately.
Vote on the Roadmap. Your votes directly influence what gets prioritized - it takes 10 seconds and has real impact.

Common questions

What's the fastest way to get help?

For how-to questions, Tails gives you an instant answer. For issues or anything that needs a human, the chat icon in the lower right corner of the platform connects you to the support team.

Where do I track a bug I reported?

Go to the Tickets tab in the Digitail platform to see all your open tickets and their current status.

Will my feature request be implemented?

Feature requests are reviewed by the Product team but submitting one doesn't guarantee it will be built or added to the roadmap. We're not able to provide timelines. All feedback is genuinely considered and helps inform future decisions.