Contact Support Using the CodeHunter AI Support Agent
If you need help from the CodeHunter Support team, you can open a support request directly through our AI support agent in the messenger. This is available 24/7 and can either answer your question immediately or collect the information needed to create a support ticket for our team.
Using the CodeHunter AI Support Agent
Product questions or troubleshooting
Technical issues or unexpected behavior
Account or configuration questions
Documentation or feature guidance
Reporting a bug
The AI Support Agent will attempt to answer your question instantly. If additional assistance is required, it will automatically route it to our support team or you can create a ticket directly in the messenger.
How to Open a Support Ticket
Follow these steps to submit a request through FIN.
Step 1: Open the Messenger
Log into the CodeHunter platform.
Click the chat icon in the bottom-right corner.
This opens the messaging window.
Step 2: Ask Your Question via "Chat with Us"
Type your question or describe your issue in the message field.
Examples:
“I’m having trouble uploading a sample.”
“My analysis job is stuck in processing.”
“How do I integrate CodeHunter with our SIEM?”
The CodeHunter AI Support Agent will search our help documentation and attempt to provide an immediate answer.
Step 3: Request Support if the Issue Isn't Resolved
If the CodeHunter AI Support Agent cannot resolve the issue, it will offer the option to contact support.
Select “Contact Support” or “Create a Ticket”
The AI Support Agent will then gather key details such as:
Description of the issue
Relevant product area
Screenshots or files (optional)
Contact information
Step 4: Submit the Ticket
Once the required information is collected, submit the request to the CodeHunter Support team.
You will receive:
A confirmation message in the chat
A follow-up email with your support ticket details
What Happens Next
After your ticket is submitted:
The request is routed to the appropriate support engineer.
Our team reviews the issue and begins investigation.
Updates and responses will be delivered directly through the messenger or email.
You can reply to the ticket at any time by responding to the message thread.
Tips for Faster Support
To help our team resolve issues more quickly, include:
The file hash or sample ID (if applicable)
Screenshots of the issue
Steps to reproduce the problem
Any relevant error messages
Providing this information upfront can significantly reduce resolution time.
Still Need Help?
If you experience difficulty submitting a ticket through the AI Support Agent, you can contact support directly by replying to any existing support thread in the messenger or emailing us directly at [email protected].
Our team is here to help.