Submitting and Tracking Feedback and Issues

Applies to: Kyvos Enterprise  Kyvos Cloud (SaaS on AWS) Kyvos AWS Marketplace

Kyvos Azure Marketplace   Kyvos GCP Marketplace Kyvos Single Node Installation (Kyvos SNI)

At Kyvos, we firmly believe feedback is crucial for continuous improvement. It not only benefits our customers by providing a means to voice concerns or ideas but also aids us in enhancing our offerings, resolving issues, and fostering better communication and understanding between us and our valued customers. Once you submit feedback, you can easily track its status in the Zendesk application, which is the platform for registering and tracking all Kyvos support activities.

• Submitting feedback

• Tracking Issues or feedback

Submitting feedback

You can share your feedback regarding your experience with the product from the Web portal. We encourage you to share your suggestions and feedback to help us improve your Kyvos experience. 

While submitting feedback, ensure that you: 

• Clearly articulate the summary of your feedback. 

• While it's important to highlight issues or concerns; please also provide your inputs on potential solutions or improvements, wherever possible.

• Support your feedback with specific examples. You can also upload log files, images, or any other document providing addition information regarding your feedback.

To send your feedback, perform the following steps. 

1. Click the Help icon on the upper right side of the window, click Feedback, and then click Send Feedback.
   The Send feedback to Kyvos dialog is displayed. 

2. Enter the Summary or subject for the feedback. 

3. Use the Description to describe your feedback, suggestion, issue in detail. 

4. Use the Choose Files button to attach any file from your computer that would help us understand your feedback/concern.
   NOTE: Click the Help icon to know more about allowed file type and file size.

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5. Enter your email address where you would like to receive notifications and acknowledgments. 

6. Click the Capture Screenshot link. The screenshot of the current error message displayed on the screen has been captured automatically and attached. You can now upload it for better understanding.

7. Click the Send button.

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Tracking Issues or feedback

You can also track any feedback or issues you raised through the Web portal. You can easily monitor the status of your requests from the Zendesk application. Once you log in to Zendesk, you can view all the requests you have raised, including the ones you were copied (CC’d) on while raising issues or feedback. You can use the search bar to filter your requests by their status, such as Open, Awaiting for reply, and Solved.

Zendesk is the portal for registering and tracking all Kyvos support activities. To track your feedback or issues, you must have a Zendesk account.

Accounts on the Kyvos Support portal are created on request by the Support Admins. Send a request to support@kyvos.io or contact your Kyvos Account Manager to request an account.

To track your feedback or issues, perform the following steps. 

1. Click the Help icon on the upper right side of the window, and then click Feedback. In the Feedback, Click Track issues or feedback. The Zendesk login dialog is displayed. 

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2. Enter your Zendesk credentials and log into the Zendesk portal. 

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3. Click the User icon on the upper right side of the window, and then click My Activities. A list of the issues and feedback you raised through the Kyvos Web Portal is displayed. 

4. Search for your feedback or issues using the search bar. 

5. Click the Use my requests tab to view all the issues or feedback you raised. Similarly, click the Requests I’m CC’d on option to view all issues or feedback in which you were copied while raising an issue or submitting feedback.