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.
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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
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.