Creating and tracking a support request

Open a request from the Support section of the panel, choose a category and priority, and follow our team's replies in the panel and by email.

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When you run into a problem or have a question, you can reach the Polpo Desk team directly from the panel. Your requests are stored in the panel, and replies appear there and are also sent to you by email.

Check the Help Center first

This Help Center has step-by-step answers for most topics, such as installation, connection problems and billing. For common situations:

Creating a new support request

  1. Sign in to the Panel.
  2. Select Support in the menu on the left.
  3. Press New support request.
  4. Fill in the window that opens:
    • Subject: Summarize the issue briefly (at least 3 characters).
    • Category: Choose the right one from the table below.
    • Priority: The default is Normal.
    • Description: Describe the issue, when it started and what you have tried (at least 10, at most 5000 characters).
  5. Press Send request.

The notification Your support request was created appears, and the request opens in the conversation window. You're also notified by email that the request was created.

CategoryWhen to choose it
Technical issueInstallation, connection, display or update problems
Payment / invoiceQuestions about payments, invoices or your subscription
AccountSign-in, verification, users
Suggestion / requestIdeas for new features or improvements
OtherAnything that doesn't fit the above

Priority options: Low, Normal, High, Urgent.

Your organization can have at most 20 open requests at a time. If you reach the limit, a warning tells you that you have too many open requests; wait for your existing requests to be resolved before opening a new one.

Tips for a good request

  • Include the connection ID (the 9-digit ID) of the device involved.
  • Add the version number shown in the bottom-right corner of the client (e.g. v0.9.xx).
  • Say when the problem started and exactly which message you saw.
  • List the steps you've tried, so you don't get the same suggestions again.
The Windows client keeps a technical log file: %TEMP%\polpodesk-native.log. If our team asks for it, you can paste the relevant lines from this file into your reply.

Tracking your request

The Support page lists all your requests: Request number, Subject, Priority, Status and Last update. You can narrow the list with the status filter (e.g. In progress) and find requests with the search box. The number next to Support in the menu shows how many requests are Awaiting your reply.

StatusMeaning
OpenYour request has been received and is waiting for our team
In reviewOur team is working on the request
Awaiting your replyOur team needs information or confirmation from you
ResolvedThe request has been solved and closed

You're also notified by email when our team replies.

Replying to a request

  1. Click the request in the Support list.
  2. Type your message in the Your reply field below the conversation.
  3. Press Send reply or use the Ctrl+Enter shortcut.

When your reply is sent, the request goes back to Open and is forwarded to our team.

If you reply to a Resolved request, it is reopened. For a completely different topic, it's better to create a new request.

If you can't access the panel

If you don't have an account or can't sign in, you can use the form on the Contact page or write to [email protected]. If you've forgotten your password, first try the Forgot password steps in Creating an account and signing in.

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