Create a Support Ticket

Create a Support Ticket

Overview

If you have searched the KCC Knowledge Base and can't find what you're looking for or if you are getting an error message, you will need to submit a ticket.
When you submit a ticket using one of the methods described below, a Zoho Ticket will be created.
  1. If the query is training related or requires a how to guide, the ticket will be passed to training, who will then reply to that ticket as soon as they can. 
  2. If the ticket is due to a system error, then the Support team will deal with the ticket, and the ticket may be referred to the Technical team.
There are two main methods of submitting a Support Ticket to the KCC teams:
1. From the KCC Service Desk Knowledge Base
2. Via Email

Submitting a Support Ticket

From the KCC Service Desk Knowledge Base

To access the Service Desk:
  1. Open your KCC app
  2. Navigate to the [Dashboard | System Health] screen
  3. Click on the Ticket Portal button.
  4. Log In to the KCC Service Desk Knowledge Base, this saves time for our team, and allows us to deal with your query quicker.
  5. If you have searched the Knowledge Base and still can't find the answer, scroll to the bottom of the screen and click Contact Support.
  6. You will be taken to the Submit A Ticket page. (See annotation on the ticket below)                                                                                                              
  7. Click Submit once you have completed the necessary fields. 
  8.  This will now submit your ticket to the KCC Support team. This will generate an internal notification and will be assessed to establish which department within the team would be best suited to deal with your issue/query. A member of the assigned team will then send a reply and assist the best they can.
  9. You will receive an Email similar to the below, that will allow you to track your ticket's progress.  
  10. Click the view ticket button.
  11. You will need to Log In.
  12. Click on Tickets on the right hand side at the top.
  13. Here you can see all the tickets you have submitted, with their Status. 
  14. If you wish to add information to a query/issue that you have already submitted, you can click on the ticket to open it.
  15. Then click reply. This allows you to add to the Ticket, and prevents duplicates which can lead to a delay in your issue/query being dealt with. This method also allows you to see a clear email chain of progress and steps to resolve any issues raised in the Ticket.

Via Email

You can email the KCC support team directly at support@khaoscloud.com,
Note: Only email Support@khaosconrtrol.com and NOT both Support and Training, as this creates duplicate tickets and can lead to a delay in your issue/query being dealt with.
(See annotation on the email below) 

  1. Create Email
  2. Submit Email to support@khaoscloud.com                                        
  3. This will now submit your ticket to the KCC Support team, where it will generate an internal notification and will be assessed to establish which department within the team would be best suited to deal with your issue/query. A member of the assigned team will then send a reply and assist the best they can.
  4. You will receive an Email similar to the below, that will allow you to track your tickets progress. 
  5. Follow steps 7 onwards from the Submitting from within the KCC Service Desk Knowledge Base at the start of this article.

Additional Reference Material

How to take Screenshots
How to Log on to the Ticket Portal
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