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petdesk faqs
Frequently asked questions
for veterinary practices
How much does PetDesk 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, we don't require long-term contracts. We operate on month-to-month agreements. If you ever decide to cancel, simply provide a 30-day notice (which will take effect 30 days from your next invoice date). We believe our customer service—combined with your continued success with PetDesk—is what keeps our customers happy and choosing to stay with us.
Do my clients have to pay for the mobile app?
Nope! The PetDesk 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, Forms, or Loyalty.
What is the PetDesk Loyalty program?
PetDesk Loyalty lets your practice reward clients for staying engaged—scheduling appointments, completing visits, and more. It's a built-in retention tool that keeps your clients coming back and helps your practice grow. Ask your sales rep whether Loyalty is included in your package.
Will PetDesk Communications replace my current reminder system?
Yes! We'll automate health service and appointment reminders and give you tools to help bring more clients back into the practice—just like your other reminder system did, plus more. Your clients will also have access to the PetDesk mobile app to request or book appointments
What about my clients that don’t download the app?
We know not every client you have will download PetDesk, and that's just fine! We'll 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 simplifies veterinary staff work while giving your clients a great experience—all with the fastest and most comprehensive support package available to make sure your practice sees success.
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, which is why businesses are using apps to connect with customers and clients. Mobile apps are more personalized, more people use them, and they ensure your practice is reaching clients where they already are.
What is PetDesk Scribe?
Scribe is our AI-powered transcription tool that captures and documents conversations during appointments—so your team spends less time on notes and more time with patients.
Does PetDesk offer a phone system?
Yes! PetDesk Phones is the first veterinary-specific phone solution built to reduce time on hold and give your front desk smarter tools—like caller ID tied to client records in your PIMS—so every call starts with context.
Can clients book appointments online?
They can with PetDesk Direct Booking. Clients book appointments online 24/7 from the PetDesk app or your website, but only within their practice’s parameters. This way staff can maintain control over their schedule, without requiring back-and-forth calls.
What does PetDesk Marketing include?
PetDesk Marketing helps you reach new and existing clients with a custom-built, veterinary specific website and digital agency services including targeted campaigns, reputation management, and more to grow your practice without adding to your team's workload.
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 the right time—making for a smooth launch for you and your team.
How do you save time for my veterinary practice?
We make it easy for your staff and clients 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 help veterinary clinics make 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 you can focus on high-value activities that retain clients.
What is PetDesk support like?
We're proud of our best-in-class support team! We have live chat available for your entire staff that uses the dashboard, plus email and phone. We also assign a Customer Success Manager to your practice during onboarding so you always have a PetDesk expert to reach out to—and who will reach out to you.
What kind of results do practices typically see with PetDesk?
Our customers regularly report reductions in no-shows, more appointments per client, and their teams reclaiming at least a day of staff time every week by cutting down on phone calls and manual reminders. Results often start showing up within the first month.
How does PetDesk help reduce no-shows?
We send automated appointment reminders across multiple channels—mobile app push notifications, emails, and text messages—and make it easy for clients to confirm or reschedule. The result is fewer missed appointments and less time chasing clients by phone.
How long does it take to get set up with PetDesk?
Onboarding timelines depend on the PetDesk product you sign up for. For example, it currently takes about 3–4 weeks for PetDesk Communications customers to be fully set up. Your dedicated implementation specialist will guide your team through every step—from PIMS connection to staff training—so there's no guesswork and no disruption to your day.
Will our data migrate automatically?
Yes. Because PetDesk integrates directly with your PIMS, your client and patient data is pulled into PetDesk automatically. You don't have to manually import anything.
Do you offer staff training?
Absolutely. Training is built into onboarding, and your staff will have ongoing access to our Help Center and live support team throughout their time with PetDesk.
Does PetDesk work for practices with multiple locations?
Yes—PetDesk is built to scale. Whether you're managing two clinics or dozens, our platform gives each location its own tools while giving your leadership team visibility across the whole group. Reach out to our sales team to discuss the right package for your practice.
How does PetDesk handle client data security?
We take data security very seriously. PetDesk is designed with privacy and protection in mind. For specifics on our security practices or data handling policies, reach out to our team at support@petdesk.com.
What Practice Management Systems (PIMS) do you integrate with?
We integrate with the following PIMS:
• 123pet
• Advantage AVImark
• AVImark
• AVImark SQL
• ClientTrax
• Complete Clinic
• Cornerstone
• Cornerstone Cloud
• Covetrus Pulse
• DaySmart (Vetter)
• DVM Manager
• DVMax
• DVMax SQL
• ezyVet
• Google Calendar
• Hippo Manager
• HVMS
• ImproMed Infinity
• ImproMed Triple Crown
• Instinct
• Intravet
• Intravet SQL
• Neo
• Provet Cloud
• Stringsoft
• Vetspire
• V-Tech Platinum
• VIA
Why don't you integrate with my practice management system (PIMS)?
Integrations are hard work! We're always adding more, and we prioritize based on the number of clinics using each PIMS. If yours isn't on the list yet, let us know by sending a message to support@petdesk.com—your feedback helps us decide what's next.
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 there.
Where can I find PetDesk app user help guides?
You and your clients can browse our pet parent FAQs and also download the free mobile app from the App Store or Google Play.
What is the California Consumer Privacy Act (CCPA)?
The California Consumer Privacy Act (CCPA) is a law designed to give California residents more control over their personal data. It covers the right of Californians to:
Know what 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
Access their personal information
Have equal service and price, even if they exercise their privacy rights
The CCPA began to take effect on January 1, 2020.
Does the CCPA affect my business?
You may have obligations under the CCPA if you do business in California and meet one or more of the following:
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 may have their data removed from PetDesk upon request. If a client has their information removed, they will no longer be able to access the app, receive reminders, or participate in the loyalty program.
Where can I manage and control personal data related to my PetDesk account?
In compliance with the CCPA, PetDesk honors California residents' rights to know, access, opt out of the sale of, and have equal service regardless of the exercise of their personal information rights. All PetDesk customers can manage what PetDesk does with their personal data by emailing support@petdesk.com or submitting a request to:
Receive all personal information PetDesk has retained
Update information or preferences about how it's used
Have personal information deleted
