> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zylon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk User Manual – Clients

> How to submit, track, and manage support requests through the Zylon Help Center.

This guide explains how Zylon users can **submit, track, and manage support requests** through the Help Center.

Each section includes step-by-step instructions.

***

## 1. Accessing the Help Center

### Step 1: Navigate to the Help Center

Go to the **Zylon Help Center (HC)**:

👉 [https://zylonsupport.zendesk.com/hc/](https://zylonsupport.zendesk.com/hc/)

You’ll find options to:

* **Submit a request**
* **View My Requests**
* Access documentation

<Frame>
  <img src="https://mintcdn.com/zylon/AAEt1MHLqi0nuOjf/images/customer-support-manual/hub.png?fit=max&auto=format&n=AAEt1MHLqi0nuOjf&q=85&s=dc725d7c8671ad0e75b8cc8cad59d058" alt="Zendesk Help Center - Submit a request" style={{ borderRadius: '0.5rem' }} width="939" height="771" data-path="images/customer-support-manual/hub.png" />
</Frame>

***

## 2. Submitting a Request

### Step 1: Open the Request Form

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

### Step 2: Fill in the Request Details

The request form includes several required fields:

#### 1. Subject

* Write a short, clear summary of your issue or request.

*Example: “Unable to install Zylon app v1.45 on macOS”*

#### 2. Description

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

#### 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.

#### 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.

***

### 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.

***

## 3. Tracking Your Requests

### 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)

<Frame>
  <img src="https://mintcdn.com/zylon/AAEt1MHLqi0nuOjf/images/customer-support-manual/my-requests.png?fit=max&auto=format&n=AAEt1MHLqi0nuOjf&q=85&s=758f7a30919f87be232a861dea45f5af" alt="Zendesk My Requests list" style={{ borderRadius: '0.5rem' }} width="962" height="368" data-path="images/customer-support-manual/my-requests.png" />
</Frame>

***

### 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)

<Frame>
  <img src="https://mintcdn.com/zylon/AAEt1MHLqi0nuOjf/images/customer-support-manual/submit-request.png?fit=max&auto=format&n=AAEt1MHLqi0nuOjf&q=85&s=d4eaa5c86fb466121a02cfdec06f5e3f" alt="Zendesk request details view." style={{ borderRadius: '0.5rem' }} width="545" height="931" data-path="images/customer-support-manual/submit-request.png" />
</Frame>

***

### 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**.

<Frame>
  <img src="https://mintcdn.com/zylon/AAEt1MHLqi0nuOjf/images/customer-support-manual/request-view.png?fit=max&auto=format&n=AAEt1MHLqi0nuOjf&q=85&s=e601a660a1542267e7d0633f25f878b2" alt="Add to conversation section in Zendesk" style={{ borderRadius: '0.5rem' }} width="963" height="736" data-path="images/customer-support-manual/request-view.png" />
</Frame>

***

## Quick Summary

| Action               | Where to Go          | What to Do                                           |
| -------------------- | -------------------- | ---------------------------------------------------- |
| Submit a new request | **Submit a request** | Fill subject, description, issue type, Zylon version |
| Check request status | **My Requests**      | View all submitted tickets                           |
| Respond or update    | **Request Detail**   | Add to conversation                                  |

***

## 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.