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Submit and Track Support Tickets in Knak

Report issues, ask questions, and track support ticket statuses through the Knak support portal.

How to Contact Knak Support

Use the support widget to:

  • Ask questions

  • Start support conversations

  • Track support requests

Step 1: Open the Support Widget

You have two options to access support:

  • Click the ? icon in the top-right corner and select Support

  • Click the chat bubble icon in the bottom-right corner of any Knak screen.

Ways to access support widget in Knak.

Step 2: Start a Support Conversation

Click Ask a Question to begin a conversation with Knak Support.

Support widget with "Ask a question" option highlighted.

Your first response will come from the Knak support bot. The bot will ask a few questions to better understand your request.

Use a conversation when you need:

  • Simple how-to guidance

  • Quick product questions

  • Help finding a feature

  • Clarification about platform behavior

  • Help troubleshooting an issue

Conversation view through support chat widget with the Knak Support bot.

If your request requires additional investigation, the support team may convert your conversation into a support ticket. You do not need to create a separate request.

Tip: If needed, send a message asking to "Talk to a human" to connect with a support agent.

Step 3: Share Details About Your Request

Provide as much information as possible to help the support team investigate your request.

Include helpful details such as:

  • Steps to reproduce the issue

  • Screenshots or screen recordings

  • Error messages

  • Links to affected assets

Step 4: Track Your Support Request

Open the support widget. Then click the Messages or Tickets tab.

If your conversation has been converted into a support ticket, you can view:

  • Ticket ID

  • Creation date

  • Last activity

  • Ticket status

Status

Meaning

In Progress

The support team is reviewing your request

Waiting on You

The support team needs more information from you

Resolved

The issue has been completed

View All Company Support Tickets

Administrators and authorized users can access all support tickets submitted by your company.

Option 1: Open the Portal From the Support Widget

  1. Open the support widget using the chat bubble

  2. Go to the Home tab

  3. Click Ticket Portal

    Support widget with ticket portal feature highlighted.

Option 2: Open the Portal From the Knak Help Center

  1. Open the Knak Help Center.

    Question mark menu expanded with Help Center option highlighted.

  2. Navigate to the Customer Portal.

    Customer portal access from the Knak Help Center page.

The company ticket portal lets you:

  • View all company tickets

  • Monitor ticket activity

  • Track updates across your organization

Note: This portal only displays submitted support tickets. Live chat conversations are not shared in the company ticket view.

Company support ticket portal view

Grant Portal Access to Other Users

Only users with the correct permission can access all company tickets.

  1. Go to the Roles page in the Admin section.

  2. Select a role and click Edit.

  3. Enable the permission View all company tickets in support.

    • This is enabled by default for the Administrator role.

Need more help? Contact support via live chat using the chat bubble in the bottom right corner or email support@knak.com.

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