Getting Started with the New Support Portal

FROM: …@kibocommerce.com
TO: you@organization.com
SUBJECT: Kibo Commerce Customer Support Portal Invitation

Please follow the instructions included in your activation email to register your Kibo Support Portal user account. 

Be sure to check your junk mail and spam folders for the invitation from Kibo. 
If you don't find a support portal invitation from Kibo Support, contact your Kibo Customer Success Manager to get access or alternatively, raise a request in our prior Support Portal at https://kibotechsupport.zendesk.com/. 

Create A Support Ticket

To log a support request: 

1. "Sign In" to the new support portal at https://support.kibocommerce.com/portal/en/signin

2. Click on “My Area”

3. Click on “Add Ticket”

4.  Fill in the subject line and description of your support request.

Add attachments such as screenshots and supporting files as needed. 

See the FAQ: Information to Include in a Support Ticket to find out which details to provide so Kibo Support can assist you most effectively with your request.

4. Prioritize your support request 

Select an accurate impact assessment of the issue on your volume ( daily order volume or value ) and service quality.

Select the Incident or Escalation option, if relevant to your request.

You may also provide the priority of the issue within your organization as "Client Priority" to put this request into the context of  your organization's other Kibo support requests.

5. Click "Submit" to send the request to Kibo Support.

Severity Levels & Support Expectations

Learn about Kibo's Severity levels and support expectations for each severity in this article: Case Submission: Severity Matrix.

Escalations

Find out about Kibo's escalation processes and support expectations for Client Priorities, Escalations, and Incidents in this article: Case Submission: Escalation Processes.