Contact Support
If you cannot resolve an issue using the troubleshooting guides, the Kowiki support team is here to help. This page explains how to reach support, what to expect, and how to write a request that gets resolved quickly.
Ways to contact support
Email
Send a message to support@kowiki.co from the email address associated with your Kowiki account. This helps the team locate your workspace and account details quickly.
In-app chat
Click the Help button in the bottom-right corner of any Kowiki page. This opens a live chat window where you can describe your issue and receive real-time assistance during business hours. Outside of business hours, messages are treated as email tickets.
Community forum
Visit community.kowiki.co to ask questions, browse answers from other users, share feedback, and submit feature requests. The community forum is monitored by Kowiki staff and experienced users.
Response times by plan
| Plan | Support channel | Expected response time |
|---|
| Free | Community forum | Community-driven (no SLA) |
| Pro | Email and in-app chat | Within 24 hours on business days |
| Pro+ | Email, in-app chat, and priority queue | Within 4 hours on business days |
| Business | Dedicated support contact | Within 2 hours, includes dedicated account manager |
Business plans also include onboarding assistance and scheduled check-ins. See Plans Overview for full plan details.
What to include in your support request
A detailed support request helps the team diagnose your issue faster. Include the following information:
- Workspace name — The name of your Kowiki workspace (visible in the top-left corner of the dashboard or in your workspace URL).
- Description of the issue — Explain what you expected to happen and what happened instead. Be as specific as possible.
- Steps to reproduce — List the exact steps someone would follow to encounter the same problem. For example:
- Go to Settings → Sources
- Click Sync Now on the Google Drive source
- Observe the error message "Authentication failed"
- Screenshots or screen recordings — Visual evidence helps the team understand the problem without back-and-forth questions. Capture any error messages, unexpected UI states, or blank screens.
- Browser and device info — If the issue involves the web interface, note your browser name and version, operating system, and whether you are using any browser extensions that might interfere.
- Timestamps — If the issue is intermittent, note when it last occurred, including your timezone.
Service status
Before contacting support, check status.kowiki.co to see if there is a known service disruption. The status page displays:
- Current operational status for all Kowiki services
- Active incidents and their progress
- Scheduled maintenance windows
- Historical uptime data
You can subscribe to status updates via email or RSS to receive notifications about outages and maintenance.
Tips for a faster resolution
- Search the help center first — Your question may already be answered in one of the troubleshooting guides or product documentation pages.
- One issue per request — If you have multiple unrelated problems, submit separate requests so each can be routed and resolved independently.
- Reply to the existing thread — If you have additional information about an open ticket, reply to the same email thread rather than starting a new one.
- Include your role — Let the support team know if you are an Owner, Admin, Editor, or Viewer, as this affects what troubleshooting steps apply.