Frequently Asked Questions

For Veterinary Practices

All FAQs

See all common questions about PetDesk

We’re here to help!

Subscription Information

How much does it cost?

You really don’t do contracts?

Do my clients pay for the app?

What if I don’t want a package with reminders?

Our Solution

Will it replace my current reminder system?

What about clients that don’t download the app?

How does your system compare to mine?

Why is an app better than a portal?

Working with PetDesk

How do I transition off my existing system?

How do you save time for my practice?

How do you make veterinary clinics money?

What is PetDesk support like?

Practice Management Systems (PIMS)

What PIMS do you sync with?

Why don’t you sync with my PIMS?

Other Resources

Where can I find current customer help guides?

Where can I find PetDesk app user help guides?

What is the California Consumer Privacy Act?

Current Customer?
Visit our Help Center for more Guides & FAQs

Customer Help Center

Subscription Information

How much does it cost?

That depends on what you want! Reach out to our sales team to discuss the best package for your practice.

You really don’t do contracts?

That’s correct! You can cancel anytime. We believe our customer service – combined with your continued success with PetDesk – will keep you a satisfied customer.

Do my clients have to pay for the app?

Nope! The app is completely free for your clients. They can download it here.

What if I want a package that does not include reminders?

At this time, you need the base reminders and communication package to access Two-Way Messaging, Video Chat, or Loyalty.

Our Solution

Will PetDesk replace my current reminder system?

Yes! We will automate health service and appointment reminders and will provide you with tools to get more web appointment requests just like your other reminder system has done in the past – plus, your clients will have access to the PetDesk mobile app!

What about my clients that don’t download the app?

We know not every client you have will download PetDesk, and that’s ok! We will reach these clients through other channels, including emails, texts, and postcards.

How does your system compare to mine?

PetDesk is a complete communication solution that streamlines and simplifies veterinary staff work while giving your clients a terrific experience. All of this with the fastest and most comprehensive support package available to make sure your practice sees success with your communications.

Why is an app better than a portal?

Consumer behavior has changed dramatically since portals were invented. Most mobile phone users check their phone more than 60 times per day. So, businesses are using apps to connect with customers and clients. Mobile apps are more personalized, more people will use them, and they also ensure that your practice is reaching your clients where they are.

Working with PetDesk

How do I transition off my existing reminder system?

Our implementation team will help you schedule the change so that you can coordinate with the other vendor to disable your existing reminder system at an appropriate time for you and your team to launch PetDesk.

How do you save time for my practice?

We make it easy for your staff and client to communicate by automating communications and saving your staff phone time. Some of our highest-impact features include digital appointment requests, digital appointment confirmations, and medication refill requests.

How do you make veterinary clinics money?

By automating communications and reaching your clients through a variety of channels, we lower your no-show rate, lift your appointments per client, and – most importantly – save your team time so that you can focus on high-value activities that will retain clients.

What is PetDesk support like?

We are proud of our best-in-class support team! We have live chat available for your entire staff that uses the dashboard, plus the conventional channels of email and phone. We also assign a Customer Success Manager to your practice during onboarding so you always have a PetDesker to reach out to – and who will reach out to you!

Practice Management Systems (PIMS)

What Practice Management Systems (PIMS) do you sync with?

We sync with the following PIMS:

  • Advantage
  • AVImark
  • AVImark SQL
  • ClientTrax
  • Complete Clinic
  • Cornerstone
  • Cornerstone Cloud ☁️
  • DVM Manager
  • DVMax
  • eVetPractice ☁️
  • Hippo Manager ☁️
  • HVMS
  • ImproMed Infinity
  • ImproMed Equine
  • Intravet SQL
  • RxWorks
  • Stringsoft
  • Triple Crown
  • Vetter ☁️
  • V-Tech Platinum
  • VIA
Why don’t you sync with my Practice Management System (PIMS)?

Integrations are hard work! We are working to add more integrations to PetDesk, and prioritizing based on the number of clinics that use that PIMS.

Other Resources

Where can I find current customer help guides?

Our Support Team manages a Help Center for active customers. You can find all of our customer support guides here.

What is the California Consumer Privacy Act?

What is the CCPA?
The California Consumer Privacy Act (CCPA) is a new law designed to give California residents more control over their personal data. The law covers the right of Californians to:

  1. Know what personal information is being collected about them.
  2. Know whether their personal information is sold or disclosed and to whom.
  3. Say no to the sale of their personal information.
  4. Access their personal information.
  5. Have equal service and price, even if they exercise their privacy rights.

The CCPA begins to took effect on January 1, 2020.

Does the CCPA affect my business?
You may have obligations under the CCPA if you do business in the state of California (including online sales) and meet one or more of the following three qualifications:

  • Do over $25M in annual revenue.
  • Collect data from over 50K individuals annually.
  • Make more than half of your annual revenue selling personal information.

Be sure to consult with your legal counsel to see if CCPA applies to your business.

California residents have “the right to be forgotten”, and have their data removed from PetDesk upon their request.  If a client has their information removed from PetDesk they will no longer be able to access the app, receive reminders and other communications, or participate in the loyalty program.

Where can I manage and control personal data related to my PetDesk account?
In compliance with the California Consumer Privacy Act (CCPA), PetDesk honors California resident’s  right to:

  • Know and have access to personal information is being collected about them.
  • Know whether their personal information is sold or disclosed and to whom.
  • Say no to the sale of their personal information.
  • Have equal service and price, even if they exercise their privacy rights.

All PetDesk customers can manage and control what PetDesk does with personal data. Requests can be made via our online forms or by emailing support@petdesk.com to do the following:

  • Email me with all my personal information that PetDesk has retained.
  • Update my information and/or my preferences about how my information is used by PetDesk.
  • Have my personal information deleted.

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