Being in Kahootz is not just about good collaboration software - it’s about good collaboration knowledge too. We’ve had over a decade of experience in helping a wide variety of organisations to collaborate, and you get access to that through our market leading support. We regularly hear from our customers about how pleased they are with our support speed and quality, and that’s always been one of the factors in why they recommend Kahootz to others.
The Kahootz helpdesk
Our support ticketing system helps us manage all incoming support requests and is the best way to get help. It can assign your request to the person most suited to help you, and ensure that you receive a response as fast as possible. If you reply and the person dealing with it is out of the office another person can check on it, review what has gone before, and respond to your question quickly. You can always check back on your previous tickets, and progress of your current ones, online through the Kahootz user dashboard.
Behind the scenes, the ticketing system helps us collate what questions are coming through, so we know where to focus effort on common problems. It also allows us to measure how quickly we’re responding to questions - we’re proud of that speed, so we like to know just how responsive we are!
Helping us to help you
In your support ticket, please be clear and concise. It really does save time if you provide enough details to clearly describe the situation you are asking about.
FOR EXAMPLE: If your question is about a particular workspace, document or individual member, please include the details or links to them where possible. This saves time as we may need this information to answer your question, and without it we’ll have to come back to you for those details.
If you have a set of questions which are unrelated to each other, please submit multiple tickets so that we can assign each to the support specialist who can best assist you. Unless something is a continuation of an existing problem, please don’t re-open an unrelated ticket.
Please set ticket priority in an honest and reasonable way. Just because a ticket is marked with a lower priority does not mean you will get a delayed response. We promise, no matter how important you mark the support request, we will respond as soon as we can. When you mark a ticket Urgent or Serious, we take it very seriously. An urgent priority setting should only be used when something is affecting your entire site or a large number of your users. Consistently marking questions as urgent hurts other clients and will negatively impact overall response time. The default priority is “Request for Information”, and the vast majority of tickets really are just that.
Why we don’t do phone and chat support
We have found that over time our ticketing system is the most efficient and best method of helping people, and superior to telephone queues and chat systems. Nothing is more frustrating than waiting in a telephone queue, only to get a simple canned answer from someone on the other end who hasn’t had the time to check the history of your problem.
The ticketing system allows us to get the right person - not just the first available person - to help you. It allows us to quickly research your settings and any history before replying, and to prioritise our time for the benefit of all users - not just first-come-first-served.
It’s your data
What you share with your fellow users on Kahootz is your data, not ours. If possible, we’ll answer your question without the need to look at your data, so that you’re not exposing any personal or company information to us when you don’t need to. However, if a problem does need us to look at a specific workspace or specific items in it, we can do so without needing you to share passwords or any security information. We will try to warn you if we need to look at data beforehand, time and urgency permitting.
What we can't do is change security permissions for you. We have no idea if an individual should be able to see a particular workspace or item, so the support team will not change anybody’s permissions or memberships - we’ll just tell you who to contact (site managers, workspace managers etc) to help with that. We’ll also try not to expose information that people can’t already see - responding to someone asking about joining the “Who do we sack?” workspace by telling them to contact the manager does imply that such a workspace exists…
Helping you do it your way
Our customers are the reason we are here. They find that our reliable support approach provides an amazing level of service to them, and it will to you too. We want you to not only appreciate our collaboration system but our support team too.
If you need assistance with anything at any time, please open a support ticket. We're here to help.