---
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: 2026-04-23T16:59:39Z
published: 2026-04-23T16:59:39Z
---

> ## 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

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]
> **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**](/v1/docs/how-to-submit-a-feature-request) instead!

## ![Form for submitting a Kentik support request with fields for summary and details.](https://cdn.us.document360.io/082e25b5-afce-42d4-8f47-70bd3f1d02b7/Images/Documentation/CC-submit-suppor-request(1).png)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:

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

| 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.