This was a customer-facing training for the Open Kaltura series, but could also serve as a useful introduction for new support engineers on the basics of support at Kaltura.
Join Russ, Senior Director of Customer Support at Kaltura, as he explores common issues encountered in the Rich Media CMS (formerly KMC) and demonstrates how to submit effective support tickets. This comprehensive session covers essential troubleshooting strategies, including bulk content operations, caption management, player configuration, and video embedding. Learn how to provide detailed diagnostic information such as HAR files, error messages, and reproduction steps to accelerate ticket resolution. Discover resources like the Knowledge Center, Learning Center, and Fin AI support agent that can help resolve issues before opening a ticket. Whether you're managing administrative roles, access control profiles, or dealing with publishing entitlements, this session provides practical guidance for Kaltura administrators of all experience levels.