Boarding
Daycare
Grooming
Training
Dog Park / Dog Bar
Enterprise
Answers to your questions
Gingr Customer Town Hall Q/A
Customer Support
What is the expected time frame for a response for an issue? How do you escalate when it's an immediate need?
| Great question. We are in the process of creating a new response time SLA based on issue priority. This will be published later in Q1, and all incoming issues will be held to that new, more aggressive SLA. If you have an immediate or urgent need, you can call our phone support line to speak with a live agent. That agent can help in real time or ensure your issue is routed to the appropriate team member for faster follow-up. Phone support is the best path for time-sensitive issues while we continue improving response times across all channels. |
Can we get live chat support after AI support proves inadequate?
Live chat itself is no longer a separate option. Messaging is now the entry point, and when AI cannot help, requests are queued for a support agent. We know that has felt slower than live chat in the past. We are adding capacity, new tools, and will be publishing a new, more aggressive response time SLA later in Q1 so expectations are clear and consistently met.
Customer service response time has been very disappointing in the last 4 months. It used to be immediate or within 8 business hours. Chat, email and phone calls have gone unanswered for days. Will this be corrected in the near future?
We are continuing to add agent capacity and are focused on clearing the backlog. Customers should see improvements in response times starting over the next week, with continued improvement after that.
Will support be active in the Facebook Gingr User group or should be be submitting support tickets for help requests?
The Facebook group is a great community space, but we need to keep official support in our supported channels so nothing gets missed and everything can be tracked and prioritized. We do keep an eye on common themes that come up there, but for direct help, our support channels are still the right path.
Great to hear that there may be plans to due onsite visits with design team to see how your clients are using Gingr for their business. How will it be determined who will be extended this opportunity? We would love to have someone come out to see how we use it for our 1:1 grooming salon/self wash and how Gingr supports and could better support our business.
Thank you for this offer! We will be using our new in-app messaging to seek participants in this type of activity. Some will be in person while others will be virtual with online brainstorming and design tools.
You say support is the your priority, but you aren't telling us when - we'll see the improvement in the next weeks to months, lol, well - that's not too reassuring.
That is fair. “Weeks to months” is vague, and we understand why that is not reassuring. This is not something we are pushing out. You should start seeing improvements next week, and we expect things to continue getting better week over week as we add more agents and clear the backlog.
Will the [webinar] recording be made available to customers?
Yes! We will send a follow up email and include the recording.
Watch the webinar recording here: Gingr Customer Town Hall
Product Stability
Is there an established roadmap to enhance rollout stability? A significant number of defects and bugs appear to coincide with rollout periods, despite not being directly tied to the rollout itself.
Yes, we are doing several things to improve quality. Our new dedicated teams will focus on overall quality, using new AI tools to build regression tests, doing additional testing for each release, and building a new beta and early adopter program to help us validate before release.
Will retail stock, adding new products and overall function be fixed and more efficient?
We plan to make enhancements to retail, point of sale, and integrated solutions later on in 2026.
What is being done to stop the "database error" messages that seems to be popping up more frequently recently keeping us from even getting into the interface?
We're continuing to review performance and uptime of our application, including adjusting our infrastructure to scale with customer usage and demand. These improvements have already begun and will continue over the coming weeks as we shift infrastructure into more optimized clusters for all clients to benefit.
When there tends to be rollouts, it seems like our app gets a refresh, so things we have set for our business, get deleted. for example: days we are closed, they become open. our online payment terminal we had turned off, but it becomes turned back on. just want to guarantee that as you roll out new changes, the portal wont change our settings.
Thank you for flagging this. We will send this to our technical team to review and try to reproduce but we will also use this to update our pre-release testing.
We use the report cards feature constantly and our customers love it. The issue is uploading media to them. The upload times often times boarding on dial up speeds and if there is an interruption we of course have to restart. It slows down our ability to produce quality reports for clients. How can this be addressed?
Thank you for the feedback, we will submit this to our technical team to be researched to see if we can reproduce the issues.
Payments & Pricing
What other credit card processors will y'all be adding to Gingr (integrated) so that we can ensure we are getting the best rates? As of now, to my knowledge only CardConnect and Gingr processing are available.
That's correct, CardConnect and Ginger Payments are the two that are available. Gingr Payments is powered by Stripe, which is best in class for security and overall processing capabilities. We will continue to evaluate others as customers/market requires.
Is the CC surcharge fee pass on just for Gingr Payments or will those of us using Card Connect be able to use it as well?
We plan to add the Surcharge feature for Card Connect in Q2.
Is there anyone working on more timely deposits regarding Credit Cards. 4 to 5 days is 2 times longer than the standards out there from other processors. Most are now 24 to 48 hours.
Generally payouts for credit card transactions are available within two business days, excluding holidays and weekends. If you're seeing longer timeframes, please reach out to support.
Will there be plans to import revenue transaction into QBO easily? I and many Gingr users are very hesitant of use the 'old' feature. The input of income transactions take roughly 45 minus per month to manual add revenue into QBO (2+ mil in review annually). A fast way to do that - that gives zero issues would save lots of us pet biz owner's time.
We are happy to add this to the ideas bank if it is not already there and if it is we will add your additional details. Thank you!
Reporting & Analytics
We hope there's an option to pull-up report or filter for pets who don't have photos. Also the automatic birthday email that's being sent for dogs celebrating their birthdays.
Thanks for the request! Reporting and filtering will become very easy with the new in-app report builder. As for the auto birthday email, we will check/add this to the ideas bank.
Will there be a report that shows a true occupancy percentage? Not just a bunch of numbers and counting it number of pets in each accommodations per night, but instead, each occupied accommodation per night.
As we look to launch our in-app reporting and dashboards, occupancy data for different lodging types will be available.
Enhancements & UX
Is there a future of us being able to use the same concept that was used to “advertise” this webinar to us to be able to advertise to our customers? It would be amazing if we had opportunities to advertise to them within the parent portal.
Great question! We are planning a new pet parent mobile experience that would include new capabilities just like that. We will add this to our list to keep an eye on as we build out the new mobile workflow.
One thing I liked when I had PetExec, was that the system remembered what type of enclosure was the last reservation and automatically created it in that in type. Is that something that might be coming?
We can absolutely look into this and see if it's something that can be added or done in a new/different way. Will make note of this!
Is Gingr going to allow companies like FetchDesk to integrate for phone service AI?
We will absolutely look into this! New AI tools being integrated is a big part of our API expansion strategy on the roadmap.
Any plans to update the current SMS retention policy? We need an option keep old chats for our records.
Great feedback and very timely as we look at our data retention policy. Would you be able to elaborate on 'how long' you want to keep the chats and if there is a legal reason or business policy driving your plans?
More on the facility side of things, is there a a better employee app in the works? Our trainers are more remote and use their phones more often then a laptop. The website is just slower on a phone
Yes, part of our 2026 mobile app strategy includes a new facility mobile experience once the new pet parent experience is complete.
Is there a way to reach out to our customers/clients that are using the software for their pets with a survey or something on their experience? We want a way to know if there are issues the clients are running into when booking their pets services.
We are happy to look into this as we develop our new pet parent mobile experience. We are also adding technology to show us where pet parents are struggling in the user interface.
Do you guys plan on looking through all the existing feature feedback requests so those are carried over?
Great question, we've worked to incorporate customer feature feedback as we worked to build out our roadmap for 2026 and will look to have additional opportunities to capture customer feedback on an ongoing basis. Specifically as we migrate the ideas bank all existing (non duplicate) ideas will be carried forward and are also being reviewed for major themes.
Are we going to see more configuration/customization options for business? (an example I would love to see: customizing System Email/SMS messages to only send to certain reservation types, etc.)
We'd love to learn more about the different types of email and SMS messages that you'd like to be able to share with your customers.
Are there any plans for Zapier integration? And how are you looking to integrate tracking for marketing?
Great feedback, we'd love to hear more about how you'd like to use Zapier for integrations. It is a great tool and we are open to enabling more things like that for our clients.
We are also much more comfortable with the original facility calendar, and do not use the new version. We would like a guarantee we wont be forced to use a newer version.
This is great usability feedback and we would like to learn more. Please reach out when we start posting for design sprint participants so that we can better understand your needs.
Can rollouts move away from any Friday? Maybe prioritizing a Tuesday or Wednesday?
New functionality rollouts are normally scheduled for Wednesday evenings overnight to avoid impacting resorts during busier weekend periods.
