Client Support

How to log a support ticket.

As a customer of KBS, you can log tickets in a number of different ways. As well as contacting us via email, you can use our dedicated remote management tool, which will enable you to see progress in real-time. For major incidents like outages, you should contact us by phone

Logging a support ticket couldn’t be easier. 3 ways to log a ticket.

Remote Monitoring Tool

Simply clicking the KBS icon within your task bar will allow you to log a ticket from your desktop.

Email

IT Support requests can be emailed to Support.desk@kbsgroup.co.uk this will automatically log a ticket so you’ll receive a response with a ticket number.

Telephone

If you are experiencing a major incident or P1 issue (see list of priorities, below) call us immediately on 02890 370088

To help us do that effectively, please remember to include as much of the following information when you log a support ticket: 

  • Your name and company name. 
  • The product or service you are having problems with. 
  • The nature of the query/issue being reported. 
  • How many people are being affected by the issue. 
  • Whether this problem has occurred before. 

Ticket Priorities

To ensure we can respond to the most important issues more quickly, we use the ITIL framework to prioritise support tickets.