Support ticket creation

You have a question or you are encountering an issue? We need as much

information as possible about the context in order to help you the best we can.

Kinow video platform is built on the last video streaming technologies available on the market, and which are constantly evolving. Add to this a number of end user devices which is always growing, and you end up with an important number of different possible user contexts.

In order to understand and solve a problem, we need to reproduce it, and we need your assistance to do so!

Ticket creation

To create a ticket, simply click on "Submit a request":

The ticket creation form will then guide you to the creation of the ticket.

Support ticket categorization

The first information asked will allow you to classify the ticket, and allow us to ask for different kind of information:

This is really important to fill in all the fields as precisely as possible. These information will allow us to reproduce the issue, and be as efficient as possible in its resolution.

Required information

Even if the tickets creation form is not asking for them, we need as much as possible the following information:

• User context:
  • User account used (email adress or account ID)
  • Product ID or name
  • Video ID or name
• User device:
  • Device used (PC, MAC, smartphone, tablet...)
  • OS name and version
  • Web Browser name and version
  • Casting device (Google Chromecast or Apple Airplay)