Support
3 min read
Support is managed in the dashboard under Support. Every request remains in the organization as a thread: add information, attach evidence, and follow the reply without changing tools.
Open SupportOpen a useful request
A clear first description avoids unnecessary back-and-forth. State what you expected, what actually happened, when you observed it, and the involved agent, channel, or screen.
The dashboard adds available technical context—such as app version and latest error identifier—so the team can locate the case. Every request receives a unique reference, such as SUP-A1B2C3.
Do not share secrets
Do not include passwords, API keys, or tokens in a request or attachment. Kujira support will not ask for them. If you sent one by mistake, revoke or renew it from Credentials.
Request lifecycle
- Open: an owner, administrator, or authorized member opens the request for the organization.
- Follow the thread: the team can add context and reply in the same thread; new replies are marked for people who have not read them.
- Resolve or reopen: close the request when resolved. Writing another message reopens it if it is needed again.
Anyone with reply permission can close a request, so it is not blocked when its creator is unavailable.
First-response time
The commitment is for a first response, not resolution: some incidents are fixed immediately and others need investigation or an update. Priority orders the queue but does not change the committed timeframe.
| Plan | First response |
|---|---|
| Free and trial | No committed timeframe |
| Basic | 2 business days |
| Pro | 1 business day |
| Enterprise | 4 hours + direct channel |
Support hours are Monday through Friday, 9:00 to 18:00 (Spain time). Requests outside those hours start counting in the next business window.
Human assistance
Request that a person take ownership from the thread itself. Support can use automations to collect technical context, but a person handles the request when you ask.
Temporary diagnostic access
Some incidents require reviewing organization configuration. In that case, an owner can grant temporary access to the Kujira team from Settings → Support.
Choose 4 hours, 24 hours, 3 days, or one week. Access expires automatically and can be removed early. It lets the team review configuration needed for diagnosis, but does not reveal credential values or conversations.
To review one internal chat, use support debugging mode. That access is independent and expires after 24 hours. Both the grant and support actions are recorded in the activity log.
Kujira notices
This section also publishes maintenance, news, and changes that affect your organization. They are informational and cannot be replied to or closed.
Permissions
| Action | Permission |
|---|---|
| View requests and notices | support.view |
| Open a request | support.create |
| Reply in a thread | support.reply |
| Mark a request as resolved | support.close |