Getting help
Open a support ticket from the panel or from a job, follow Kaabist's answers, attach files, and know when to expect a reply on your plan.
Questions about a job, a program, billing or your account go to Kaabist support from inside the panel. Every ticket stays with your organisation: anyone on the team can read it and answer, so the person who picks it up tomorrow sees the whole conversation.
#Open a ticket
- From the Help menu. The question-mark button at the top right → Contact support. Choose what it is about, give it a subject, describe what you see, and send. Markdown works: code in backticks, lists, links.
- From a job. On a job's page, Report a problem opens a ticket about that job. Kaabist sees the job's id, its status, its error code and its program, never its results or the inputs you gave it. Three clicks from a failed job to a ticket.
You can attach up to five files a message, each up to 10 MB: screenshots (PNG, JPEG, GIF, WebP), PDFs, text and CSV files, JSON, and HAR exports from your browser's network panel. A HAR file can hold cookies and tokens from the pages you recorded: export it from a private window, or remove what you would not send to anyone.
#Follow it
My tickets in the Help menu lists your organisation's tickets. A dot on the Help button means Kaabist replied and nobody on your team has read it yet. You are e-mailed when Kaabist replies and when a ticket is resolved; the e-mail shows the beginning of the reply and links to the ticket.
Replying to the e-mail does not reach the ticket yet. Answer in the panel.
A ticket's state tells you whose turn it is: Waiting for Kaabist, Waiting for you, Resolved or Closed. Writing on a resolved ticket reopens it; a resolved ticket nobody writes on for seven days closes. Writing on a closed ticket opens a new one that links back to it. You can close a ticket yourself once it is sorted.
#When to expect an answer
| Plan | First reply within |
|---|---|
| Free | Best effort |
| Developer | 1 business day |
| Team, Scale | 4 business hours |
| Enterprise | As in your contract (4 business hours by default) |
Business hours are 09:00–18:00 Istanbul time, Monday to Friday, outside Turkish public holidays. Kaabist may mark a ticket urgent, which halves the target; you can choose low, normal or high.
#Other addresses
Security reports go to [email protected], abuse reports to [email protected], not to a ticket.
Support conversations are kept for two years after a ticket closes, then deleted; deleting your
organisation deletes them at once.