---
title: "How to Submit a Support Request"
slug: "how-to-submit-a-support-request"
description: "Learn how to quickly submit a support request through the Kentik Portal. Follow our step-by-step guide to report technical issues, bugs, or account questions."
updated: 2026-08-11T20:52:19Z
published: 2026-08-11T20:52:19Z
canonical: "kb.kentik.com/how-to-submit-a-support-request"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.kentik.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Submit a Support Request

If 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.

## Submit a Request through the Portal ![](https://cdn.us.document360.io/082e25b5-afce-42d4-8f47-70bd3f1d02b7/Images/Documentation/Screenshot 2026-08-06 at 2.07.55 PM(3).png)

To submit a general request for help from Product Support or Customer Success through the Kentik Portal, follow these steps:

1. Click the **?** icon in the main navbar to open the Help & Support popup.
2. Fill out the **Summary** and **Additional Details** fields with a complete description of your support needs.
3. Choose the appropriate **Type** from the dropdown menu. Your selection determines which team handles your request (see the routing table below).
4. Click **Submit**.
5. To view your active tickets, click **Already have a ticket open?**.

### Request Type Routing

The following table lists each value available in the **Type** dropdown menu, what the value is used for, and the team responsible for resolving your request.

| Request Type | Value | Responsible Team |
| --- | --- | --- |
| **Account Question** | Inquire about account onboarding, platform licensing, or contract renewals. | Customer Success |
| **Product Question** | Ask technical questions regarding portal workflows, API usage, or product capabilities. | Product Support |
| **Bug** | Report broken functionality, system errors, or unexpected platform behavior. | Product Support |
| **NMS New Metric Request** | Request integration for a new NMS device or additional NMS metrics. Additional fields request the Device Type, Observability Needs, and Other Technical Details. | Product Support |
| **Training** | Request platform training sessions or educational walkthroughs for your organization. | Customer Success |
| **UI/UX Issue** | Report display glitches, formatting errors, or visual bugs in the Kentik portal UI. | Product Support |

### Required Information

When filing a request, please:

- Provide as much information as possible to ensure a quick and impactful response.
- Make separate requests for each concern to avoid delays.