Administrators can manage support requests directly from HYBO through the Help Center, available from the orange icon located in the bottom-right corner of the screen.
From this space, you can create new tickets, track their progress, review previous conversations, quickly access help articles, and check the latest HYBO updates.
Access the Help Center
At the bottom-right corner of the administration portal, you will find an orange icon.
Clicking on it will open the HYBO Help Center, where you can access different options:
Create a request.
View your tickets.
Access the Help Support Portal.
Search help articles.
View messages.
Check the latest HYBO updates.
Create a request
From the Home tab, select Create issue. You can then choose the request type that best matches your needs: Support Request, Bug Report, or Product Feature.
Support Request
Use this option to ask questions or request help regarding how HYBO works.
You will need to complete the following information:
Title
Description
Environment: Admin, User, or Satellite App.
Module related to the request.
Evidence: you can attach a file.
Once the information has been completed, you can create the ticket so that the HYBO team can manage it.
Bug Report
Use this option when you detect unexpected behavior or a possible error in the platform.
To help us analyze the issue, you will need to provide:
Description of the issue.
Severity.
Environment where the issue occurs.
Device used.
Affected user.
Affected user's email address.
Approximate date and time of the incident.
Evidence that may help us understand or reproduce the behavior.
The more information and evidence you provide, the easier it will be for our team to reproduce the behavior, identify the cause, and analyze the incident.
Product Feature
Use this option when you want to request a new feature or suggest an improvement to HYBO's current behavior.
You will need to complete:
Title
Description
Attachments, with a maximum of 10 files.
These requests will be reviewed by the HYBO team to assess the proposal and evaluate its feasibility.
Recommendations when creating a ticket
To help us analyze and manage requests more efficiently, we recommend providing as much information as possible.
In particular, try to include:
A clear description of the request or incident.
The affected user or users.
The approximate date and time.
The environment and module where the issue occurs.
The steps performed before detecting the issue.
Screenshots, videos, or any other evidence that may help reproduce it.
The more information we have from the beginning, the easier it will be to analyze the request and provide an appropriate response.
Ticket tracking
From the Tickets tab, you can view the tickets you have created and access the Customer Portal.
When selecting a ticket, you will be able to view basic information such as:
Ticket type.
ID.
Title.
Description.
Status.
You will also find the View conversation option, where you can review the message history and responses related to the ticket.
Messages
From the Messages section, you can review conversations with the HYBO team and responses related to your requests.
This allows all communication to remain centralized in the same space.
Help
From the Help tab, you can quickly access the different article categories available in our Help Center.
Select a category to view related articles, or use the search bar to quickly find information about a specific feature.
You can also select Help Support Portal to directly access the HYBO Help Center.
Help Support Portal
By selecting Help Support Portal, you will access help.hybo.app, where you will find the different documentation categories and available articles.
From here, you can consult user guides, configuration instructions, and documentation about the different HYBO features.
At the bottom of the page, you will also find access to the Customer Portal, where you can more closely track tickets and conversations related to your organization.
Customer Portal
The Customer Portal provides a centralized view of the tickets and conversations associated with your company.
From the view selector, you can choose:
All: tickets and conversations related to the company.
Tickets: only created requests.
Conversations: conversations with the support team.
Additionally, depending on your user's visibility settings, you may be able to view all tickets associated with your company or only those created by you.
If you need to change this configuration, contact the HYBO Support team.
When opening a ticket, you can review its information and progress. You can also search by title, description, ID, or response content, as well as apply filters by type, status, date, or creator.
What do I need to access the Customer Portal?
To access the Customer Portal correctly, you must be identified with your email address and associated with your company.
If you cannot access the Customer Portal or do not see the expected tickets, contact the HYBO Support team so that we can review your user and company configuration.
Important: The Customer Portal is currently available for use through a web browser and is not compatible with mobile devices.
News
From the News tab, you can view news, updates, and important communications related to HYBO.
This allows you to stay up to date with new features, improvements, updates, and other relevant HYBO communications.
