Ticketing System
Knowledge Front’s ticketing system provides a direct way for you to interact with our support team from within the platform. This allows for organized, threaded conversations where both you and our support staff can track the history and status of your requests.
To create a new support request, navigate to the Support Tickets section and click on the Create New Ticket button. You will be asked to provide:
- Subject: A brief description of the issue or question.
- Description: Detailed information about your request.
Once submitted, our support staff is automatically notified, and the ticket will appear in your ticket list with the status Pending Support.
Tickets are managed at the organization level rather than the individual user level. This means:
- Shared Access: Any user within your organization can view all existing tickets.
- Collaborative Support: Any user can add a response to an open ticket, allowing your team to work together on resolving issues.
- History: The complete history of your organization’s support interactions is available to all authorized users.
You can view the full conversation and status of any ticket by clicking on the ticket’s subject in the ticket list.
- Pending Support: The ticket has been created or updated by a member of your team and is waiting for a response from our team.
- Awaiting Your Response: Our support staff has responded, and the ticket is waiting for your team’s review.
- Open: The conversation is active and currently being reviewed by support.
- Resolved: The issue has been addressed and the ticket is closed.
To add a comment to an existing ticket, simply type your response in the Add Your Response box at the bottom of the ticket page and click Post Response. This will notify our support team that you have provided new information.
If your issue has been addressed, you can mark the ticket as resolved using the Mark as Resolved button. This will close the ticket and change its status to Resolved.
If you need further assistance with a resolved issue, you can Reopen the ticket at any time to resume the conversation.
The ticketing system includes automatic email notifications to ensure prompt communication:
Our support team is notified immediately via email whenever a new ticket is created or a comment is added to an existing one.
When a member of our support team posts a response, an email notification is sent to:
- The Ticket Creator: The person who originally opened the ticket.
- All Contributors: Any user in your organization who has previously posted a comment on that specific ticket.
This ensures that everyone involved in the conversation is kept up to date. The notification email includes a summary of the ticket and a direct link to the conversation.