We’re here to support you throughout the app development process! At Kuika, we aim to provide you with support at every stage of the app development process. Whenever you need help, you can easily submit a support request using the Helpdesk panel on our platform.
The Helpdesk allows you to contact our team directly in the following situations:
When you encounter an issue
When you want to learn how a feature works
When you want to request a new feature
The Helpdesk panel consists of two views: Inbox and Board.
Inbox View
On the left side, there is an area where the support requests (Tickets) you’ve created are listed. In this area:
Filter by creator: Allows you to filter requests by the person who created them.
Tickets are grouped by status (e.g., SOLVED); next to each group is a counter showing how many tickets are in that group.
On the right side is a form for creating a new support ticket: Under the heading “Tell us what went wrong,” it is noted that the support team’s response will be sent via email, but the ticket will remain here so it can be tracked.
Form fields:
Title: A short title summarizing the issue in one line (e.g., “One line: what broke”).
What happened: The field where you describe the details of the issue or request. The character limit is 1,000, and the number of remaining characters is displayed in real time as you type.
Below the description field, there are predefined tags to help clarify the request: Steps you took (which steps were followed), What you expected (the expected result), and What happened instead (the actual result). Clicking on these tags adds the corresponding heading to the description field.
Screenshots: Up to 4 screenshots can be attached to the request. Images can be added via drag-and-drop, by pasting them into the canvas, or by selecting a file using the “browse” link. Supported formats: PNG, JPG, SVG.
There are two buttons at the bottom of the form:
Clear: Clears all entered information.
SEND: Submits the request.
Board View
When you switch to the Board tab, requests are listed in a Kanban view across three columns based on their status:
OPEN: Requests that have not yet been processed. Above this column is a “+ New ticket” shortcut to create a new request.
PENDING: Requests that are in progress or awaiting a response. If there are no requests, the message “Nothing pending.” is displayed.
SOLVED: Resolved requests. Each request card includes the title, a brief description, the name of the person who created the request, and the date it was last updated.
In both views, you can create a new request using the + New ticket button in the top right corner.
How to Create a Support Request via the Helpdesk?
Log in to the Kuika platform.
From the Apps screen, open the project you’ll be working on.
Go to the Helpdesk panel on the left.
Click the + New ticket button to create a new support ticket.
Enter a title that briefly summarizes your issue in the Title field.
Provide a detailed description of your issue in the What happened field; if necessary, you can use the Steps you took, What you expected, and What happened instead tags.
If you have screenshots related to your request (up to 4, in PNG/JPG/SVG format), drag and drop them into the Screenshots field, paste them, or select them using “browse.”
After entering all the information, click the SEND button to submit your request. If you want to clear the information you entered, you can use the Clear button.
Request Review:
Submitted requests are forwarded to the relevant team members.
Efforts are initiated to respond as soon as possible.
You can track the status of your request from the Inbox or Board view and provide additional information if necessary.
Remember: The Helpdesk is here to help you find answers to your questions, resolve issues quickly, and streamline your development process!
