1. Introduction
The primary purpose of this documentation is to guide users on how to utilize the Support Portal for creating incidents. It also explains how to review existing incidents and effectively communicate with the support team.
1.1 How to access Support Portal
The Support Portal can be accessed at https://support.kyp.ai/support/login. Before logging in, your account must be activated. To request activation, email support@kyp.ai with the following details:
• The name of the individual requiring access to the Support Portal.
• The email address where the activation link should be sent.
Ensure all information is clear and accurate to avoid delays in processing your request.
After successful verification, an activation email titled "KYP.ai User Activation" will be sent. This email contains a link to set up your password and complete your registration for the Support Portal. Clicking on the activation link in the email will direct you to the following screen :
Please enter your full name and password, confirm the password by retyping it in the designated field, and then click the Activate and Log In button.
1.2 How to change, reset the password
If you need to reset your password due to forgetting it, the Support Portal provides this functionality. On the main page, click the "Forgot your password?" link to initiate the password reset process :
The next step is to provide your mail:
Click the Reset My Password button. Shortly after, an email will be sent to your registered email address. Please follow the instructions provided in the email to reset your password.
2. Support Portal User Guide
This section of the documentation will guide users on creating an incident, reviewing existing cases, and closing them.
2.1 How to create an incident
After successful login to the Support Portal, please click on the submit a ticket button:
On the displayed form, please provide the subject of the issue and select the priority based on the definitions provided on the page. In the description field, describe the problem in as much detail as possible. If applicable, include step-by-step instructions to reproduce the issue.
You can also attach screenshots or files that may help the support team better understand the nature of the issue :
Please read the priority description section carefully. Selecting the appropriate priority directly affects how the support team prioritizes their work. Ensure that your issue description clearly outlines all problems. If the issue can be reproduced, please provide step-by-step instructions. If screenshots would aid in identifying the problem, feel free to include them in the description field. Once you have provided all the necessary details, click the "Submit" button.
2.2 How to review existing incidents
The Support Portal also offers functionality to review and analyze all reported cases. To access this feature, navigate to the Tickets section :
After clicking on Tickets, a detailed list of all previously reported cases will be displayed:
Each incident is assigned a status to help clearly indicate its current state. The statuses are categorized as follows:
STATUS | DESCRIPTION | ACTION REQUIRED FROM CUSTOMER |
|---|---|---|
Received | The KYP.ai Support team confirms the issue creation | NO |
In Progress | The case is currently being investigated by the KYP.ai Support team | NO |
Customer Action Required | The KYP.ai Support team has requested additional information or action from your side to proceed with the investigation | YES |
Development Pending | KYP.ai Support team confirmed that the issue is in the product and the official fix will be required | NO |
Waiting for deployment | The KYP.ai Support team has confirmed that the issue is within the product and will require an official fix | NO |
Closed | The issue has been closed either because a solution was provided or due to inactivity from the customer’s side | NO |
Resolved | The KYP.ai Support team has provided a solution. The customer is requested to review it and share their feedback | YES |
It is also possible to view cases that are closed or archived by selecting the appropriate option from the status menu :
2.3 How to respond to and close ticket
It is important to note that communication regarding a specific incident can occur through two channels: email and the Support Portal. To view all communication, click on the specific case listed under the "Tickets" section. After clicking on the case, a new screen will be displayed, showing the full conversation history.
If you'd like to reply to the case, please add your comments in the "Comment" section. You can also attach images and files if needed.
On the left side of this section, you can change the priority of the case. It’s essential to understand the description of each priority level and what it represents, as this parameter directly impacts the prioritization of tasks for the KYP.ai Support team.
When the author of the issue wishes to close the case, they can do so by clicking the "Close Issue" button :
After that the satisfaction survey will be displayed :
It is extremely important for the KYP.ai Support team to receive feedback on such cases. Your input helps us improve our service and provide better support for future issues.