When should I call vs. when should I open a Zendesk ticket?

Start with Kit in the Help Center — it can resolve most issues instantly.

• Call: Use phone support only if a shipment delay directly impacts a scheduled surgery.

• Ticket: If Kit can’t resolve your issue, it will connect you to a human for additional support.

👉 Best practice: Always have key details ready (item number, branch, status, customer). This makes whichever channel you use faster and more effective.