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This guide explains how Zylon users can submit, track, and manage support requests through the Help Center. Each section includes step-by-step instructions.

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1. Accessing the Help Center

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Step 1: Navigate to the Help Center

Go to the Zylon Help Center (HC): 👉 https://zylonsupport.zendesk.com/hc/ You’ll find options to:
  • Submit a request
  • View My Requests
  • Access documentation
Zendesk Help Center - Submit a request

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2. Submitting a Request

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Step 1: Open the Request Form

  1. On the top navigation bar, click Submit a request.

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Step 2: Fill in the Request Details

The request form includes several required fields:

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1. Subject

  • Write a short, clear summary of your issue or request.
Example: “Unable to install Zylon app v1.45 on macOS”

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2. Description

  • Describe your issue or request in detail.
  • Include relevant context, steps to reproduce (for bugs), or screenshots.

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3. Type of Issue

Select the most appropriate category:
  • Outage / System Down Zylon is completely unavailable or inaccessible for all users.
  • Major Bug A critical defect preventing core workflows or key functionality.
  • Minor Bug A non-critical issue causing inconvenience but not blocking workflows.
  • Feature Request / Improvement Suggestions for new functionality or enhancements.
  • App Installation / Update Issue Problems during installation or updates.

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4. Zylon Version

  • Choose the product version related to your issue (e.g. v1.45).
  • You can find this in the bottom-right corner of the Zylon app.

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Step 3: Submit Your Request

Once all fields are complete:
  • Click Submit at the bottom of the form.
  • A confirmation message will appear, and your request will be created.

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3. Tracking Your Requests

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Step 1: View Submitted Requests

  1. From the Help Center, click My Requests in the navigation bar.
  2. You’ll see a list of all your requests, including:
  • Subject
  • ID
  • Created date
  • Last activity
  • Status (Open, Solved, Closed)
Zendesk My Requests list

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Step 2: Check Request Details

  1. Click any request (e.g. “Download button is not working”).
  2. The request detail page shows:
  • Requester
  • Created / Last activity date
  • Request ID
  • Status
  • Priority
  • Type of Issue
  • Zylon Version
  • Zylon Doctor Output(optional)
Zendesk request details view.

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Step 3: Add to the Conversation

To reply or provide updates:
  1. Scroll to the Add to conversation section.
  2. Type your message or upload files if needed.
  3. Click Submit or Send.
Add to conversation section in Zendesk

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Quick Summary

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Tips

  • Always include your Zylon version when reporting issues.
  • Try to attach the Zylon Doctor output if your problem is related with your platform status.
  • Attach screenshots or logs to speed up troubleshooting.
  • You’ll receive email notifications when there’s an update to your request.