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How to contact the Customer Support team

Matt Troy
Updated

In this article, we'll explain the different ways you can get help if you experience an issue using Kallidus products. We'll cover:

Support opening hours

  • UK Support Hours: Monday - Friday (excluding local bank holidays) 8:30 am - 5:30 pm BST/GMT

If you need to speak to the UK team urgently, please call +44 (0)1285 610076 between the above-stated times.

  • North America Support Hours: Monday - Friday (excluding local bank holidays) 07:00 am - 05:00 pm PST

Chat live with the team

Chat is available between the following times:

  • UK Support team: Monday - Friday (excluding local bank holidays) 09:00 am - 05:00 pm BST/GMT
  • North America Support team: Monday - Friday (excluding local bank holidays) 07:00 am - 05:00 PST

Once you've logged into the help Centre, you can find the Chat widget at the bottom right of your screen:Widget.png

 From here, you can ask questions and get directed to relevant articles in our Knowledgebase:

WidgetAskQuestion.png

If you don't find the answer you need, answer 'No' to the question 'was this helpful', and you can choose to speak to one of the team:WidgetHuman.png

Note: You can also use the chat widget 24/7 to help search for knowledgebase articles.

Raise a support ticket

Our agents are available Monday through Friday, excluding local bank holidays, for any quick questions or queries.

  • UK Support Hours: 08:30 am - 05:30 pm BST/GMT
  • North America Support Hours: 07:00 am - 05:00 pm PST

For any requests or queries that require a more in-depth investigation, we recommend raising a normal ticket. If you're unsure if you should raise a support ticket use the chat and the Customer Support Team can raise a ticket for you if required from the chat conversation. 

To raise a support ticket directly, use the 'Submit a request' link, which is available at the top of every Knowledgebase page:

KB_RaiseTIcket.png

and also at the end of every Knowledgebase page:

KB_RaiseTIcket2.png

Select 'Submit a request', and you'll be prompted to add more detail about your query:KB_RaiseTIcket3.png

Additional information:

See Support SLA's (Service Level Agreement) and how we manage Support tickets

Find answers in the flow of work

  • Use the chat widget when you need it; it's available 24/7. You'll find this on the administration pages. It shows knowledgebase articles related to the search words or questions you add:

WidgetAskQuestion.png

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