How to contact the Katalon Customer Support team? – Katalon Help Center

The Helpdesk Portal is for Enterprise Users. Please submit the ticket to us, and our Customer Support team will do their best to support your cases.

There are three ways to reach out to our Customer Support team:

1. You can also access to our Customer Support Portal from Katalon Studio by clicking to the Question Icon and choosing Support Portal and Sign in.

2. Directly browse to https://support.katalon.com and Sign in

3. Go to: Katalon | Simplify Web, API, Mobile, Desktop Automated Tests and Sign in

Hover Resources > Submit a ticket

After following one of three options above, it will automatically bring you to https://support.katalon.com. In the right side, Choose Submit a ticket.

We need to see as much detail as possible of what you’re dealing with. Indeed, it reduces our time to back and forth reply if you provide detail of your problems.

1. Products and Type of Testing field:

Choose the exact type of product and testing that causes the issue in the select box.

2. Subject and Description field:

When typing some keywords in the Subject, the system will automatically re-show the list of related topics to help users double-check suitable answers without submitting a ticket.

Try to summarize your concerns and issues within a subject, but it still has enough meaning.
The description field is also important for us to reproduce the issue you face from our side.

Step to reproduce
Actual result
Expected result

The above steps should contain as much information as possible regarding your current request so that we can help you easier such as:

Test environment: OS, browsers, machine specifications, versions, etc.
Your notes after some investigation by yourself.

3. Attachments:

This is really needed to visualize what you're going through. It may be a screenshot of the page failing or a record of reproduction that makes failed steps. You're able to attach your multiple logs as .txt files here as well.

4. Type of ticket and Priority field:

Choose the exact type of ticket and how is the priority level of it.

5. Environment and version of KSE/KRE

Describe details of the environment and version of KSE/KRE you're using because we really do reproduce similar to the description to know what you're going through.

6. Katalon Studio or Runtime Engine logs

These logs contain everything about the process, the error messages… so it's one of the important parts for better investigation.

Here's how you can get the logs:

Execution log in Katalon Studio:

Copy the Console tab and paste it to the Execution log field. It can be saved as a .txt file and attach to the ticket.

Execution log in Katalon Runtime Engine:

Copy all in the command line box and paste to the Execution log field. It can be saved as a .txt file and attach to the ticket.

Error log in Katalon Studio:

Click on Help tab > Error log > Save it as .txt file

7. “How would your work be affected if this issue has not been resolved?” and add other users as CCs field

Choose the level of how much it's affected and add other users as CCs as you want.

And then, click on Submit button.

Moreover, there are suggested articles that will pop up after submitting the ticket. Please be careful not to press “Yes, close my ticket” if you still need more support from us.

After all, we hope that this topic is sufficient for you. We're always here and try to reach out as soon as possible. The more information you provide, the more support we offer.

If you struggled with submitting a ticket, please check if you have successfully been assigned licenses by the Organization Owner/Admin. (Refer to this instruction for more details)

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