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Guide to reporting issues

Guide to reporting issues

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.

 If you have access to the Case Portal, you might have noticed a lot of fields on the new case submission page. Why is all of this information necessary / required?

 We understand that not everything you submit to us will merit this information. For example, if you have a simple request or a question, providing steps to replicate or describing the expected and actual behavior may not be relevant. However, the more information you can provide from the start, the faster your experience will be.

For all service requests, whether to report a defect or simply a question, there are some fields that will help us solve for your query more effectively.

  • Subject - Just a brief summary, a tweet if you will, about the request
  • Description - Here's where your novel goes, with the entirety of the request
  • Customer Priority - By default, this is "normal" but sometimes there's a High or Low priority request. These should be compared to your others, meaning 90% of your request would typically be "Normal" in priority. 
  • Severity - These are contractual levels, but take a look at our Support Page for some definitions. This is a field you can't change once submitted, but our support team can if appropriate.

When reporting a defect or issue to Khoros Support, please provide the following information:

  • URL of Khoros Product and/or URL(s) of where the problem occurs
  • Steps to Reproduce
  • Expected Behavior
  • Actual Behavior
  • Browser and OS
  • Username, Roles, or Ranks 

When asking a question or making a request to Khoros Support, please provide the following information:

  • Subject
  • Description / Request / Question
  • URL of Khoros Product

Providing the above will eliminate the chance for any confusion or unnecessary back-and-forth that may lengthen the time your case stays open.

On a final note, a picture is worth a thousand words - if you're able to attach screenshots to your case submission, it will be extremely helpful to the team in getting your case moved along even faster. And if a picture is worth a thousand words... a video is worth a million! If the issue you're experiencing is intermittent or rather involved, capture it on a quick video. There are several applications out there that offer video capturing of your screen - Jing is a great free tool to try and works on both PC and Mac.

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Revision #:
11 of 11
Last update:
‎07-16-2019 11:50 AM
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