So you've launched a subscription with one of our products and ran into an issue or have a question that you couldn't find the answer for on this community. Don't fret - we've got you covered! It's our mission to ensure your support experience is seamless and effortless.

Th Case portal can be accessed through this link: https://supportportal.khoros.com/

How do I access the Support portal?

To access your support site, please go to Khoros Support portal, and then select the Product you want to contact support for:

Click “Sign In” at the top right corner of your screen.

• If you are a new user, please click on the “Need an account? Sign up” option instead. Enter your Full name and email to receive a verification email sent to the email address. You will be able to create a new password through the link in the verification email.
• If you are a user with existing credentials in the previous support portal(before May 2025), you can log in with your usual email address after resetting your password by clicking on the “Forgot password?” link and following the instructions below after landing on the portal.

I am unable to verify email or reset my password

• Use the ChatBot: If you have trouble with email verification or password reset, click on the ChatBot in the bottom corner (Unable to login?). It will guide you through the process.
• You will be asked to enter your email address, and then it will work some magic to check your email address and let you know of the next steps.
• Check Your Inbox: If a new password is sent by email, be sure to check your Spam or Junk folder if you don't see it in your main inbox.

How do I create a ticket?

• After signing in, click on the chat icon in the bottom right corner or select “Start a Conversation” at the top. A banner for our AI-Powered Support Agent will appear; click on Start Chat to initiate a session.
• This will open a window for chat, where our AI, specialized in Khoros Products, will assist you with your questions and issues.
• The AI-Powered Support Agent can significantly reduce the time it takes to receive help. If it cannot resolve your problem, it will conduct an initial triage and gather relevant information before transferring you to an agent, enabling us to assist you more efficiently.
• While you have the option to raise a ticket directly, we encourage you to interact with it first to ensure that the necessary information is collected, helping our agents address your issue more effectively.

What happens if I have an open ticket?

• After signing in to the Portal you will be able to see all support requests created by you by clicking the “My Conversations” button which can be accessed through the profile icon on the top right corner.
• If you have old tickets from the previous support system - all previously open / pending tickets will be moved and assigned a different conversation ID for better tracking purposes.

How do I search for the old ticket?

• After signing in to the Portal and navigating to "My Conversations", you should see a list of Open and previously Closed cases (if any). Legacy case ID is there in the subject (for easy searching):
• ... and in the custom fields in the ticket itself: 

What should I do if I am facing an outage?

If you are experiencing an outage, you can interact with our AI-Powered Support Agent who will first check if there are open outages in our Product Status page and prompt you beforehand.

If there is no ongoing outage, you can report your outage with the AI-Powered Support Agent who automatically create an Urgent-priority support ticket for you, ensuring that our team can address the problem as soon as possible.

ℹ️ In an outage situation, you will also be provided with the option to create an urgent ticket OR chat with a live agent.

Will I still be able to email Support?

Yes, you can continue to email Support at [email protected] or [email protected] (for Outages). If there are any changes to this policy in the future, we will inform you accordingly.

Note: Sending emails to any other mailbox to open Support tickets will result in ticket closure.