Dear SmartFlow user,
We’re reaching out to share important updates about the SmartFlow platform as well as Customer Support so that we deliver a reliable experience that keeps pace with your needs. Here’s what to expect:
Platform enhancements
- Stability and performance: initial core improvements will lay the foundation for adding new and enhancing existing features to SmartFlow.
- Small, regular releases: delivering iterative improvements allows us to provide updates while minimizing the risk of disruption to your day.
Updates will be for both iPads and the SmartFlow web app. Please make sure to review our updated minimum iPad and iOS requirements for using SmartFlow.
Expanded support
- Global support: effective July 15, 2024, Smartflow customers will have increased coverage with support team members across North America, New Zealand, and the UK, additional dedicated phone lines, and improved support hours.
- Ways to connect: you’ll continue to contact Support through the SmartFlow app, by email at smartflow@idexx.com, or calling us at the number(s) below:
- North America: +1 (844) 439 9838
- UK: +44 203 514 9301
- NZ: 0800 399 838
- AUS: 1300 399 838
- INT: +64 9 280 6210
- New case portal: we’re also implementing a new Support portal to make submitting cases easier while providing a clearer timeline for resolution. You can access the new case portal at: https://idexx.freshdesk.com/support/tickets/new
- 24-hour coverage: As of September 1, 2024 SmartFlow customers will have 24/7 access to support - at no extra charge.
We will continue to update you about additional features and functionality improvements as they are released. If you have any questions in the meantime, please feel free to contact SmartFlow Support.
Thank you for your continued partnership,
Tyler Patterson, Senior Director
IDEXX Veterinary Software