How we manage Support tickets

Support hours

Kallidus provides customer support service between the hours of 8:30am and 5:30pm (GMT/BST) Monday to Friday, excluding Bank holidays.

How to contact customer support

There are a few different ways you can get help from the team.

Chat with us

First, select the 'Need help' widget in the lower left of your screen. Here, you can browse articles from our Knowledgebase right in the flow of work. If you don't find the answer you need, then you can start a chat directly with the team:

Raise a ticket

Alternatively, submit a ticket via the Knowledgebase:

Here, you can submit details of the issue, describe the priority, and add attachments with supporting information. Named contacts will receive an email from the Kallidus Help Centre asking to confirm your email address and set up a password.

Have an urgent issue?

If you're supported by the UK based team, call us on [phone].

If you're supported by our North America team, raise an urgent ticket and request a Teams call.

How we manage tickets

Once your support ticket is received, it is assigned to a member of the Customer Support team.  After initial triage, the following process is used:

When a support ticket is closed

We want to be certain that your issue is resolved and that you are satisfied with the solution, so we'll always try to contact you and confirm that you are happy to close your ticket.  

If we cannot contact you, either to confirm ticket closure or to gather further information, we will attempt to contact you three times over the course of two weeks. If we do not hear back from you, we will assume that you do not require any further support and your ticket will be closed.