Get help and open a ticket

Before you start#

• You are signed in: tickets belong to your account, and to the personal, organisation or department context you created them in.
• Have the response of the failing call to hand. The value of its X-Kong-Request-Id header identifies the call. On a gateway with the newer response format, the request_id in the body is the same value (errors and retries).

Steps#

1. Note the X-Kong-Request-Id, the time of the call in Saudi time (UTC+3), the product, the environment (Sandbox or Production), the app, and what you expected to get, not only what you got.
2. Open My Apps, then My Tickets, and press Create Ticket.
3. Choose the Category: Inquiry or Technical Issue. These two names are in English on both language versions of the portal. Enter the Subject and the Description, and paste the details of step 1.
4. Add an attachment if it helps: one file of the types PDF, DOC, DOCX, PNG or JPG, up to 50 MB. Never attach a key or a password.
5. Press Submit to send the ticket to support, Save to keep it as a draft that you can finish later, or Cancel to close the form without saving.

Follow the ticket#

My Tickets lists your tickets, with the status Draft, Pending or Closed, and a search and a status filter. Open a ticket to read the conversation. While it is pending you can write a reply with Write Your Reply and Send, and you can cancel it with Cancel Ticket. The platform e-mails you when the status of a ticket changes, but not for every reply from support: open the ticket to read the replies. When a ticket is closed, you can rate the support you received once, from one to five stars.

Other ways to write to the platform#

The contact page is a form for general and business questions. It reaches the platform team by e-mail, and it is not a ticket: there is no status to follow and no reply in the portal. Use a ticket for anything about your account, a call or a payment.

Check that it worked#

The ticket appears in My Tickets with the number the platform gave it, for example #31, and with the status Pending. A draft shows as Draft until you submit it.

Questions people ask#

These come from the former help site (docs.api360.sa), answered for the platform as it is today.

How do products, versions and endpoints fit together?#

A provider publishes a product. A product has one or more major versions, and each version has endpoints. A call goes to the product's gateway address, then /v and the major version, then the endpoint's path. The product's page in the marketplace lists all three.

How do callbacks work?#

A product that answers asynchronously sends a callback to the address you configured for the endpoint. The portal keeps your callback settings and a log of what was sent. Events of the platform itself reach you as notifications (events and notifications).

Where do I see what I am charged?#

In Billing, under My Apps (payments and invoices).

If something goes wrong#

• No X-Kong-Request-Id in the response means the call did not reach the gateway: check the address and your network first.
• For 403, 404 and 429, read errors, status codes and retries before you open a ticket: most have a fix on your side.
• You cannot see My Tickets or Create Ticket: your role in this organisation lacks the applications permission. Ask your organisation admin.