Cyara Support offers multiple communication channels:

• Email
• Web
• Phone
• SMS*

All of these methods can be used to open a ticket with Cyara Support.

*sms channel is available only in the US

Email

Opening Cyara Support ticket using email channel is as simple as sending email to support@cyara.com

• Open your favorite email client and enter support@cyara.com in the To: address bar
• Edit the Email Subject to give Cyara Support Engineers a brief summary of what the request is about
• In the Body of the Email message please provide a detailed explanation on the request or question.

Note: More detailed explanation you give a faster and the more accurate response you receive.

• Provide supplemental information as attachment: Logs, Screenshots.
• Once done editing email, press Send button. You will receive a response with a confirmation and the new ticket number.

Note: Cyara Support does support rich content, you are welcome to embed your images straight into the text.

Web

Web channel is available for Cyara customers to open tickets.**

• To open a ticket you need to login to the Cyara Support portal at https://support.cyara.com or click on the Help link in the one of 3 hosted Cyara Web Portals:

• Select a type of the request:
  • Incident - Report an issue with a Cyara Service or an application
  • Question - Ask a Cyara Product related question or inquiry
  • Manage My Load Test - Make changes to existing load test, or submit a special request
  • Manage My Account - Make changes to the existing cloud account
  • Submit a Feature Request - Submit an idea or product enhancement
• Edit the Subject Line to give Cyara Support Engineers a brief summary of what the request is about
• Once you start typing Cyara will automatically start suggesting articles from the Knowledge Database, similar to the Knowledge Base search bar.

• In the Body of the Email message please provide a detailed explanation on the request or question.
• Provide supplemental information as attachment: Logs, Screenshots.
• When done editing ticket template, press Submit button.
• Once submitted you will be able to see and manage your ticket in the My Requests page.
• You will also receive an email response with a confirmation and the new ticket number.

**This method is not available for Cyara staff.

Phone

To open a ticket with Cyara Support via the phone, simply call Cyara Support hotline. All calls are recorded, even if a Cyara Support Engineer is not available, you can leave Voicemail, and provide details on the issue, organization name, and a call back back number. We will reach out to you.