How to contact us

This page introduces how to contact the akaBot Support. If you have any questions or concerns about the akaBot Platform and related services, please feel free to contact us.

Help desk

To contact us through the Help Desk, please access the "Submit a ticket" button on the akaBot Portal. Here we will explain the process for contacting us through the akaBot Portal.

Click 1 “Submit a ticket” in the upper right corner of the akaBot Portal to go to the inquiry screen.

After moving to the inquiry screen, enter your (the person making the inquiry) 2 "Email address".

After entering your email address, 3 enter the ticket's subject. The subject's should be followed the format:

Format: [Company/ Project name] Inquiry type - Issue

Example: [FPT] Bug report - Can not activate the license

4 Choose the ticket type from the drop-down list: Question, Bug report, Change request, Feature request, Improvement, Request.

5 Select the appropriate category from the "Components" categories: Center, Studio, Agent, License, Activity, DesktopTrigger, DataService, Insight, AutomationHub, AppConnect.

After selecting the "Components", enter  7 "Company name", choose 8 "Product", 9 write a "Description".

In the "Description" please provide detailed information by answering the following questions:

a) Indicate the current stage/ phase/ status of your project (eg: Golive, POC, Development, UAT,..)

b)  A clear and specific description of the problem or request, including details about any error messages received, environments, versions,...

c) Attach relevant log files, screenshots, screen recordings, or any other evidence that helps us understand the issue.

d) Confirm whether we are allowed to access your workstation remotely, if needed.

e) Availability for call back or visit, specifying the shift or time of day

f) Indicate the urgency level which should follow our policy and standards as outlined HERE.

10 click "Attachment" to add screenshot, record or log file,... then click "Submit" to complete your inquiry.

2. How to reply

Here is how to reply to inquiries.
When a reply is made from the akaBot Support, an email will be sent to the inbox of the user who made the inquiry, and the user can click on the URL in the email to open the reply screen below. You can also open the reply screen from the "Tickets" button on the akaBot Portal.
Open the reply screen below, ① click "Reply" button, Input your reply in ②  and then click ③ "Reply" to complete the reply.

3. Customer Satisfaction Survey

The customer satisfaction survey is sent automatically after your inquiry is resolved. In order to strive to improve the quality of service at akaBot Support, we ask for your cooperation in completing the satisfaction survey. Here we will explain how to answer the customer satisfaction survey.
After your inquiry is resolved and closed by you or Agent, ① select one in 3 levels of satisfaction icons. 

After selecting a satisfaction category, you can leave a comment like the one below. Enter your thoughts about the inquiry in ②, and click ③ "Submit" to complete the process.