Reporting a Problem

If something in the Skycloak dashboard does not work, you can tell us from inside the dashboard. Your report opens a support ticket in your name, so our reply comes straight back to you by email. You do not need to write a separate email or leave the page you are on.

How to report a problem

You can start a report three ways:

1. From the sidebar. Select Report a problem at the bottom of the left sidebar, under Docs and Support. It is available at any time.
2. When we notice an error. The first time something fails while you are working, we offer the report automatically, once per browsing session. If you close it, we do not ask again during that session.
3. From an error message. Where a page tells you that something failed, the link in that message opens the same report.

Then:

1. Say how much the problem is affecting you. This sets the priority on the ticket we open, so an outage is not treated like a cosmetic glitch.
2. Describe what you were trying to do and what happened. One or two sentences is plenty.
3. Optionally open Here is what we send to review everything that will be included.
4. Select Send to support.

You get a reference (for example SR-9F2C1D4E) on screen. Quote it if you follow up. You can also track the ticket, and anything else you have open with us, at support.skycloak.io.

What is sent

Nothing is sent until you select Send. When you do, your report includes:

• your message, and the severity you picked;
• your name and email address, from your Skycloak account, so we can reply;
• your workspace, and the instance you were looking at if you were inside one;
• the page you were on and the version of the dashboard you are running;
• your browser’s user agent;
• up to the last 20 errors your browser saw in this tab: the address that failed, the method, the error code, and when it happened.

What is never sent

• No screenshots. We never take a picture of your screen.
• No contents of your requests or responses. We record that a call failed and with which code, never the data it carried.
• No passwords, secrets, or client credentials.
• Nothing from before you opened the dashboard. The list of recent errors is held in your browser only, is never saved to disk, and is cleared when you reload the page or close the tab.

Reporting a problem does not depend on your analytics or error-tracking preferences. Selecting Send is your choice to share, and the report works the same whether or not you have those enabled.

What happens next

Your report becomes a support ticket with you as the requester. An engineer reads it and replies to your email address, so you can answer in the same thread. If the dashboard is having trouble at that exact moment, your report is stored first and sent as soon as it can be, so it is never lost.

You can also always reach us at support.skycloak.io.