Summary
This article explains how to contact the KTS service desk, the information we need to help you, and how to make sure your issue is picked up and prioritised correctly.
Who this is for
Anyone who needs to raise a support request with KTS, whether you are a day-to-day user or a designated IT contact for your business.
When to use this article
Use this whenever you need to report a fault, ask for a change, or request help with any KTS service, and you want your ticket handled as quickly as possible.
How to contact the KTS service desk
You can reach the service desk in any of the following ways:
- Use this support portal click the live chat icon in the bottom right corner.
If you are not sure which contact method applies to your organisation, ask your internal IT contact or your KTS account manager.
What to include when you raise a ticket
The more context we have at the start, the faster we can help. Please include:
-
Your full name and the name of your organisation
-
The device, account, or service affected — for example laptop hostname, user email, phone extension, or site name
-
A clear description of the problem, including what you expected to happen
-
Exact error messages or screenshots where possible
-
When the issue started and whether it is happening for anyone else
-
Any recent changes, such as a password reset, new device, or office move
-
How urgent the issue is for you and how many people are affected
-
The best contact number and times to reach you
What KTS will do next
Your ticket will be logged, acknowledged, and assigned a priority. A service desk engineer will contact you to confirm next steps, request remote access if needed, or schedule a visit if the issue cannot be resolved remotely.
When to contact the service desk
Contact the service desk as soon as an issue affects your ability to work, or as soon as you notice something unusual on your device, account, or network. Do not wait for the issue to get worse.