Need help? The Zenvia Support team is here to guide you! Check our service channels right now and learn how to open your ticket to receive the assistance you need.

🔍 Finding help

To ensure the quickest solution for your need, use the appropriate channel:

Help Center - You are here!
Your first resource to find quick and practical answers about the features and usage questions of Zenvia products.

Technical Support
Exclusive channels to report and formalize errors, failures, technical problems, or situations that require advanced technical analysis.

Service hours

• For Brazil: Our service hours are from Monday to Friday, from 08:00 AM to 18:00 PM, except national holidays.
• For LATAM: Our service hours are from Monday to Friday, from 08:00 AM to 21:00 PM.

Service channels for Zenvia Customer Cloud customers

Support access varies according to the contracted plan:

↳ Enterprise Plan (With Account Manager)

For general support and technical questions, send an email to support.consulting@zenvia.com.

In critical cases of failures that cause total or partial platform outage, speak directly with your SDM (Service Delivery Manager).

If you prefer, it is also possible to open tickets via self-service with Zoe - channel available for all plans (see below).

↳ Starter, Specialist, Expert, and Professional Plans

Support is provided by Zoe, via guided self-service. Access app.zenvia.com and click on the conversation icon in the upper right menu to open tickets and follow guidance.

💡 Tip: Ticket opened via Zoe? Now just track it through the Zenvia Customer Cloud interface! See how to track your tickets.

Service channels for customers of other Zenvia products

Send an email to the specific contact:

Important tips for a better experience when opening tickets with our technical support:

Open your ticket with as much information as possible so that our team can carry out a complete analysis, prioritize correctly, and direct the case to the responsible technical team:

✅ Formalize via ticket: Any and all requests (questions, errors, etc.) must be formalized via ticket.
✅ Maximum evidence: Always include the maximum details about the problem, such as screenshots, videos of the error, and details of how the organization was affected.

Need help with financial matters?

Questions about invoices, billing, charges, or payment information should be handled directly by the finance team through the following channels:

Brazil Customers

📧 Attraction, Chat, SMS, Total Voice, Zenvia Customer Cloud, WhatsApp and E-mail: financeiro@zenvia.com
📧 Conversion: financeiro.cvbr@zenvia.com
📧 Movidesk: financeiro.service@zenvia.com
📧 Bots, Docs and NLU: Contact the Account Executive responsible for your account.

LATAM Customers

📧 financeiro.cvlatam@zenvia.com