ZAG Client Care


Have you ever purchased a homeowners warranty to cover the cost of unexpected repairs? That's sort of how Support & Maintenance works for your site.

Our Client Care Department manages website maintenance after your site has transitioned from the development phase. We handle requests and solve issues to maintain, or improve, your website's quality so you continue enjoying it worry-free.

We're your fix-it pros ready to tackle any job, large or small.

Here's how we work:
  • Receive client requests, resolve issues and complete work requests
  • Triage new work requests and issues submitted by customers, account managers and other stakeholders
  • Communicate thoroughly with customers while providing timely updates on progress
  • Recommend solutions that will maintain or enhance your website's quality
  • Engage other departments, when appropriate, to provide a comprehensive solution
Here's how you reach us:

We provide all of our clients with access to Workfront, our support ticket system for entering new requests and issues. All of the information about your request is available in this central location, available to you anytime so you can monitor progress of your ticket. Within that ticket, the ZAG Support team provides updates and lets you know when the ticket is complete. You also can jump into the conversation to provide feedback, ask questions and approve the work you’ve requested.

Frequently Asked Questions:

Q: What should I do if my website is hosted with ZAG and I cannot get it to load? 

A: If you are concerned your website may be down, please find information on Active Incidents in case there is an outage related to an ongoing issue already being addressed. If there is nothing related to your website on that list, please enter a ticket into Workfront and be sure to mention that you are experiencing a Site Down Emergency. If your website is down during non-business hours (any time other than 8 a.m. – 5 p.m. EST or on the weekend), please send an email to afterhourssupport@zaginteractive.com .

Q: If our website is hosted with ZAG, should I expect any downtime?

A: We take every precaution to ensure that there is as little downtime as possible for the sites we host. That said, regular maintenance is necessary to ensure your website’s optimal performance and security. We always attempt to perform maintenance during times when it will have the least impact on your operations. Despite our best efforts, it’s possible that a maintenance event could lead to unplanned or extended service interruption. Review an updated list of our planned maintenance windows to determine their impact on your operations.

Q: How do I tag someone on an update?

A: When you make a new status update to your ticket you will see a small icon in the lower right-hand corner that looks like two people talking. If you click on that, a new field will pop up where you can type in the name of the developer you've been working with. As you start typing, their full name will generate and you can click to add them to the note. You can add as many people as you want. Tagging this person sends an email to them and generates a notification in their Workfront instance to make them aware of your update.

Q: How can I be sure that you will see the updates I make to a ticket?

A: Any update made in Workfront triggers notifications to our Client Care team members, and the team is constantly monitoring the system to ensure nothing is missed. One extra step you can take to make sure your update is received as soon as possible is to utilize the "tagging" feature on your comment. If you're not sure how to tag someone within Workfront, see the information below. 

Q: What should I do if I’m using the correct credentials but can’t log in?

A: Workfront logins are case sensitive, so make sure you are entering your information using the same capitals and lowers with which you set up your account. If you are sure you have that right, please call our Client Care team at 860.633.4818 and we will assist you.

Q: How soon can I expect to hear back about my request?

A: During business hours (8 a.m. – 5 p.m. EST), our developers will reply to your request within two hours of your submission to let you know we received your request. 

Q: I don't currently have a Workfront login. How do I get one?

A: Our Client Care team is always happy to create new user logins for you or any members of your team. Email supportid@zaginteractive.com to request a new user ID or contact ZAG's Client Care team at 860.633.4818. An existing user can also request a new user login for a team member by entering the request in Workfront.

Q: How do I send a work request to ZAG?

A: These PDF instructions explain how to enter a ticket.

Q: How do I retrieve my username or password?

A:  If you have lost or forgotten your username or need your password reset, you can email supportid@zaginteractive.com or contact ZAG's Client Care team at 860.633.4818 and we will send that information via email.