When submitting a support request, please ensure all details are complete. This helps us investigate and resolve your issue faster.
1. Sign in to the portal using the ‘Sign In’ button in the top right corner.
- You’ll be prompted to add a Company ID (please refer to your team lead for this).
2. Click "Submit a Support Request"
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- You’ll find this option in the Sidd Support Portal or within the in-platform support options.
3. Fill Out the Request Form
Please provide the following details:
Program – Name of the company or brand (e.g., Laivly)
Username – Username(s) of the affected user(s)
Location – Site or office where the user is working
Subject – A brief title (e.g., Sidd not transcribing, Analyze button missing, Incorrect summary)
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Description – Include as much detail as possible. Helpful information includes:
What is the issue?
Is this your first time using Sidd?
When was the last time you restarted your workstation?
When did the issue start? When was it last working?
Are you seeing any error messages? If so, include a screenshot.
What steps were you performing when the issue occurred?
What browser are you using (e.g., Chrome, Edge)?
Have you tried any troubleshooting? If so, list what you tried.
How frequently does the issue occur?
What outcome were you expecting?
Are there any known network issues?
Number or Percentage of Users Affected – Is this affecting just you, a few users, or everyone?
Sidd Version – Hover over the Sidd face in the system tray to see the version.
Attachments – Include screenshots, error messages, log files, or recordings that show the issue.
4. Click "Submit"
- Your request will automatically create a Zendesk ticket for the Laivly Support team to review.
Is there anything we can do to improve this article? Did the above steps not answer your question or resolve your Sidd issue? If so, please reach out to us via Live Chat in the Sidd support portal, submit a ticket or send us an email at help@laivly.com and we will assist as soon as possible.