**📢 Important Announcement: Changes to Support Ticket Creation Process**

Announcements
1

Dear Developer Community,

We hope this message finds you well.

We are committed to providing you with the best possible support experience, and as part of our continuous efforts to streamline our processes, we are making an important change to how support tickets are created.

:stop_sign: Discontinuation of Email-Based Ticket Creation

Effective Date: 31-Aug-2024.

Starting from the above-mentioned date, we will no longer be accepting support tickets created via direct email to support@kore.com. This change is being implemented to ensure that all support requests are properly tracked, prioritized, and addressed through our designated support channels. The ticket creation via email channel was convenient for some users but often the email would not convey the entire context of the issue or problem.

:rotating_light: What Happens If You Send an Email?

If you send an email to support@kore.com after 31-Aug-2024, please beware that:

  1. A ticket will still be created temporarily in our system.In a few cases, a ticket may not get created at all.
  2. If a ticket was created, the ticket will be force-closed immediately through automation.
  3. You will receive an automated response urging you to create the ticket through our official Support Portal.

:dart: How to Create a Support Ticket Moving Forward

To ensure your support requests are handled efficiently, please use the following steps:

  1. Visit our Support Portal: https://support.kore.ai
  2. Log in with your credentials (You will be routed to https://bots.kore.ai for SSO login).
  3. Submit a ticket by providing the necessary details about your issue or inquiry.
  4. Please make sure all the information requested in template is filled in duly.

Please Click Here for the knowledge article consisting of steps to create a Support Ticket / Incident

:mag: Why This Change?

  • Better Tracking: Centralizing ticket creation through the Support Portal helps us keep track of all issues and ensures nothing falls through the cracks.
  • Faster Resolution: By categorizing and prioritizing tickets correctly, our team can resolve your issues more quickly.
  • Improved Communication: The portal offers a more robust platform for updates, tracking, and communication regarding your support tickets.

We appreciate your cooperation and understanding as we make this transition.
Our goal is to continue providing you with the highest level of service and support.

Thank you for being a valued member of our community!