f you are experiencing a technical issue with the Kentik platform, have a question about your account, or need help from our team, you can easily submit a support request directly through the portal.
TIP: Have an idea for a new capability or enhancement? If you aren't experiencing a bug but want to suggest an improvement, see How to Submit a Feature Request instead!
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Submit a Request via the Portal
To submit a general request for help from Product Support or Customer Success through the Kentik Portal, follow these steps:
Click the ? icon in the main navbar to open the Help & Support popup.
Fill out the Summary and Additional Details fields with a complete description of your support needs.
Choose the appropriate Type from the dropdown menu. Your selection determines which team handles your request (see the routing table below).
Click Submit.
To view your active tickets, click Already have a ticket open?.
Request Type Routing
Request Type | Description | Handled By |
|---|---|---|
Account Question | Onboarding, licenses, or renewals. | Customer Success |
Product Question | Product issues (portal, APIs, etc.). | Product Support |
Bug | Broken functionality or system errors. | Product Support |
Training | Requests for platform training sessions. | Customer Success |
New NMS Metric Request | Request new NMS device or additional NMS metrics only. | Product Support |
UI/UX Issue | Report an issue with the Kentik portal UI. | Product Support |
Required Information
When making a Product Support request, please:
Provide as much information as possible to ensure a quick and impactful response.
Make separate requests for each concern to avoid delays.