Support Center

Search Help Articles

Article suggestions will populate as you enter keywords:

Quick Links

The quick links in the upper right corner allow you to quickly access the main docs site or release notes.

The “Got questions or feedback?” button under these links opens an email form for general questions.

Create a Support Ticket

The “Create ticket” button allows you to open a production support ticket or submit a general inquiry.

General Inquiry

Selecting “general inquiry” opens an email form for general questions and non-production issues. When you fill out the form and click “Send message,” a member of the support team will review your message and respond. Your initial email and all responses will be viewable from the Support Center by any member of your team.

Production Incident

1. Click “Production incident” to open a new support ticket. Provide the following information:

• Issue (a short description of the issue)

• Date/timestamp (in ISO 8601 format)

• Affected app(s)

• Number of users affected

• Impacted functionality

• Description (a brief summary of the issue)

  • Include any troubleshooting steps taken so far, and the results. Be as specific as possible.

• Additional response email [Optional]

  • Emails entered here receive ticket-related response emails. The ticket creator is already included.

• X-akoya-interaction-id [Optional]

  • Unique identifier included in some of the API responses

• File Attachments - Attach any files related to your issue.

  • You can upload multiple files at the same time. Each file must have a unique name up to 80 characters long (You can use special characters). Once uploaded, you can search file attachments by file name. The following formats are supported:

    • Images:

      • JPEG, PNG, WEBP

    • Text Files:

      • CSV, TXT

    • Application Documents:

      • MS Word (.doc, .docx), PDF

    • Videos:

      • MP4, MPEG, MOV

    • JSON Files

2. Click "Create ticket."

Clicking on a column header will sort tickets based on that criteria (e.g. “status” or “date modified”). There is also a filter next to the “Create ticket” button that enables filtering by ticket status. You can also use the search bar at the top right to search for a case based on keyword or ticket ID.

Clicking on a ticket ID brings up the details screen where you can communicate with Akoya Support regarding your case. All comments appear in a thread and remain viewable by your team members and Akoya Support. Comments from Akoya personnel display with an Akoya logo next to the name. You can also upload additional file attachments.