Page tree

Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

 

 

Kiuwan’s Technical Support Guide


Kiuwan’s Technical Support service can be used to get in contact with Kiuwan support team to submit incidences, queries , etc.

 

Info

Your request will create a support ticket that will track all the details of your issue.

Submitting a request can be done through three different channels

  • by email

  • through Help Widget

  • from Kiuwan Help Center

Whatever be the channel you use, you will be able to manage and view all your tickets at Kiuwan Help Center (https://kiuwan.zendesk.com)

 

How to access Kiuwan’s Technical Support

By


1. By sending an e-mail to Kiuwan Support (support@kiuwan.com)

 

Info

Easiest way to create a support request is sending an e-mail to support@kiuwan.com.

 

As soon as this email is received, a support ticket is created and you will receive a acknowledgement message identifying your request id.

Your request (456) has been received and is being reviewed by our support staff.


Additionally to support@kiuwan.com, you can also use jelly.service@kiuwan.com , both support email addresses are equivalent.


2. Using Kiuwan Help Widget

 

Info

 

You can also create a ticket from

the

the Help widget.

 

Image Modified

 

Info




Help Widget is available when you log in to your kiuwan account, and you can find it at the bottom-right of any page.

 

Just click on the Help Widget .




















Info

Help Widget allows you to search

Kiuwan

Kiuwan Knowledge Base

by

 by introducing any key term

 




















Or you can also send us a message by providing your contact email address.





















Similarly to sending an email to support@kiuwan.com,  you will receive a acknowledge email providing your ticket id.

Your request (456) has been received and is being reviewed by our support staff.




3. Kiuwan Help Center ( https://kiuwan.zendesk.com/ )

 

 

Info

You can access Kiuwan Help Center

at

at https://kiuwan.zendesk.com/ .




Image Modified


Clicking on Submit a request link will display a form where you can enter your request.


Image Modified



Register at Kiuwan Help Center

 

Info

To create an account at Kiuwan Help Center, just click

on

on Sign in

link

 link and

select

select Sign up 



Image Modified


A form will appear asking you for your full name and an e-mail address.

Image Removed


Image Modified





Then, you will receive a verification e-mail :

Subject:  Welcome to Kiuwan@Zendesk

From: support@kiuwan.zendesk.com 


Welcome to Kiuwan support channel on Zendesk.

Through this channel, you will be able to ask for help to any question or problem you might have.

Please click the link below to create a password and sign-in.

https://kiuwan.zendesk.com/verification/email/tTaMbJXPNZEt5oWTWrXTMGjlOKTOulEh



Click on the link and set your password




Image Modified




















After setting your password, you will be logged in.


Image Modified



Creating a new Request from  Kiuwan Help Center


Info

Once logged in at Kiuwan Help Center , you can create a new request by clicking

on

on Submit a request 

 

 

Image Modified



The Submit a request  form will be displayed when you can enter the subject and content of your request.

Note that as you type your subject, Help Center will display some candidates articles related to your subject.


Image Modified


By clicking on any of the suggested  articles you will be redirected to the article.


Image Modified

You can create as many tickets as you need.


Viewing all my Requests


Info

To view all your requests

 you

you should

select

select My activities

in

 in the drop-down menu.




Image Modified



Then you will be presented with the list of your support requests


Image Modified




Just click on the link of any of the requests and you will be able to access the full history as well as respond to any message.


Image Modified






























Viewing all the Requests of my Kiuwan account

 

Info

By default, you will only have access to tickets directly created by you.

Nevertheless, you can also see all the tickets of your Kiuwan account, not only yours.

 

To get access to all your account’s tickets please let us know by sending us a request.


 


Kiuwan Knowledge Base and Community


Info

Kiuwan Help Center provides a

knowledge base

Knowledge Base where you can search for help on topics you are interested.



Image Modified


You can type your query in the Search box (it will be suggesting related content) and will present the search results.


Image Modified


Results  

Info

Search results comes from two sources:

  1. Knowledge Base

    1. Articles published by Kiuwan on different topics and sections

  2. Community

    1. Open forum where Kiuwan’s users make contributions via posts.

 


You can post by accessing Community and clicking on New Post button


Image Modified



























New post form will be displayed.

Image Modified