At Shepherd, we offer several ways to get support when you need it. Whether you're facing a technical issue, need help with a workflow, or want to submit a feature request, here's how you can connect with us.
Help Center
The Help Center is your go-to self-guided resource. It includes in-depth articles, how-tos, tips, and feature walkthroughs related to all things Shepherd.
Online Chat Support
Our Chat Function is available directly inside your Shepherd software. Look for the message icon in the bottom right corner of your screen.
Hours of Availability
Live Chat - Monday to Friday: 8 AM to 8 PM EST
Sheppy Chat - 24/7
Our fastest support method during business hours
When to Use Chat
Use chat for real-time help with:
Troubleshooting
Workflow or feature questions
Quick setup guidance
Meet Sheppy, Our AI Teammate
Sheppy is your first point of contact in the chat. Sheppy is an AI-powered teammate designed to help with many common questions about your workflows and features.
When you start a chat, Sheppy will ask you to select the urgency of your request:
I have an urgent question
I need help, but it's not an emergency
I want to submit feature feedback
This helps us triage your request and get you the right support as quickly as possible.
This helps us route your request appropriately and respond more effectively.
If Sheppy can’t answer your question or you’d prefer to speak with a human, simply type or select Talk to a person at any point in the conversation to be connected to a member of our Support Team.
Shepherd Connect
Need more than a quick chat? Shepherd Connect offers 20-minute video calls with a member of our team to give you real-time, personalized support.
Shepherd Connect is available to all Admin role types, regardless of whether in onboarding or fully live on Shepherd
This is a great option if you want to:
Walk through a feature in detail
Resolve an issue quickly without back-and-forth
Learn best practices for workflow efficiency
Get tailored answers from a Practice Success Manager
How to Book a Call
In the chat, select Find a Time
Choose an available time that works for you
Add your name, email, and the topic you'd like help with
Use the Zoom link provided to join the session at your scheduled time
You’ll leave the call with clear next steps and can always book another if needed or continue the conversation via chat.
Emergency Weekend Support
Got a question over the weekend? Sheppy is available 24/7 to help
If something urgent comes up, don’t worry - we’ve got you covered. Just leave a voicemail and one of our team members will get back to you as soon as possible:
Phone: 888-655-8772
We kindly ask that you reserve this line for emergency situations outside of regular chat support hours.
General Support Contact Information
If your request isn’t urgent, you can also reach us through email or voicemail:
Email: support@shepherd.vet
Phone: 888-655-8772
For the fastest response, we recommend using the in-app chat
Shepherd Pay Support
If you have questions related to Shepherd Pay (setup, functionality, or troubleshooting):
Email: merchant@shepherd.vet
Phone: 732-323-8300
Hours of Operation:
Monday - Thursday, 9:00 AM – 6:00 PM EST
Friday, 9:00 AM – 3:00 PM EST
For after-hours emergencies, email merchant@shepherd.vet or press 2 on the main line to reach a representative.
Facebook User Group
Join our Shepherd Facebook User Group to connect with other veterinary professionals using Shepherd.
Share questions, workflows, and setup tips
Learn how other clinics are using Shepherd
Peer-to-peer support and inspiration
Submitting Feature Ideas
Have an idea or feedback to make Shepherd even better? We’d love to hear it.
Click your username in the bottom left corner of any Shepherd page.
Select Feature Ideas.
Use the Submit Idea button to share your suggestion or vote on existing ideas.
Your input goes straight to our Product Team and helps guide future improvements. It’s one of the most impactful ways to make your voice heard and shape the future of Shepherd.