How to open a support ticket

Open Support Tickets in the Kiravo client area, then click Create new. You can also open the new-ticket form directly while signed in.

Describe the request

1. Choose the Department. The general support department is Kiravo Support.
2. Set Priority to Low, Medium, or High to match the impact of the issue.
3. Enter a specific Subject, such as “Website returns a 500 error after a PHP change”.
4. In Message, describe what happened, what you expected, and how to reproduce the issue. Include the affected website or service, the error text, when it started, and any recent changes.
5. Under Related service, select the affected service when it is available. Leave None for an account question or a request that does not relate to a listed service.

Add recipients and files

Additional Email Recipients (CC) accepts email addresses separated by commas. Add only people who should receive correspondence about the request.

Use the attachment area marked with a paperclip to add screenshots or relevant files. The form currently lists these allowed extensions:

.jpg, .pdf, .png, .jpeg, .webp, .csv, .txt, .md, .zip.

Check the list shown beside the attachment control before uploading, since it may change. Remove passwords, API keys, and unrelated personal information from screenshots and logs.

If the message contains sensitive information, select encrypt its contents below the attachment area. This option does not replace checking the message, attachments, and CC recipients before sending.

Submit and confirm

Review the request, then click Submit once. Check for confirmation or a validation message. If a field needs correction, fix it and submit again.

Return to Support Tickets → All and confirm that your ticket appears. Keep its ticket number so you can find the same conversation later. See Track your support tickets for filters and follow-up.

If a contact cannot open tickets or access a department, the account owner should check their Support permissions and department restrictions.