How do I submit a support ticket from inside KM Hub? Open one in Help & Support and get a reply from a real person

You can open a support ticket without leaving KM Hub. It goes straight to the KM Hub team, a real person replies, and the whole conversation stays in one place inside the app.

Open the Help & Support page

Use either way in:

• Click your round profile picture or initials in the top right corner, then click Help & Support.
• Or click the question mark in the top bar (Help & learning), then click Help & Support at the bottom of the menu.

Send a ticket

1. On Help & Support, click My tickets (or the My Tickets tab).
2. Click New ticket. The Open a support ticket window opens.
3. Type a short Subject, for example "Cannot remove a photo from my email".
4. Pick a Category: Technical issue, Billing & payments, Getting started, Feature request or Something else.
5. Pick a Priority: Low, Normal, High or Urgent. It starts on Normal.
6. Under How can we help? describe what happened, what you expected, and the steps that lead to it.
7. Click Submit ticket.

Submit ticket stays grayed out until the subject has at least 3 characters and the description at least 5.

The form takes text only. There is no attachment button, so name the page, the button you clicked and the exact words of any message you saw.

Where the reply shows up

After you submit, the ticket opens as a conversation under My Tickets. From there:

• When the team replies inside KM Hub, the ticket gets a dot, the list shows KM Hub replied, and you also get an email whose subject starts with "KM Hub Support replied" followed by your subject.
• The team can also answer you by email, at the address you log in to KM Hub with.
• To answer back, open the ticket, type in the reply box and click Send reply.
• When your problem is solved, click Mark resolved. If it comes back, click Reopen, or simply reply. A reply on a resolved ticket reopens it.

Good to know

• A ticket belongs to the business that is open when you send it, and My Tickets lists that business's tickets. If you run more than one brand, switch to the right one first (see Run more than one business under one login).
• You do not need the separate help center website to ask for help. The ticket you open here is the support ticket.
• For a quick how-to answer, the Help Center tab on the same page has every guide, and Finding your way around KM Hub covers the main menus.