Need help while using KEBS? This guide shows you how to raise a support ticket directly from inside the platform, track your ticket status, attach supporting files, and share product feedback or feature requests with the KEBS team.
KEBS Support Dashboard
Stay informed on every support request you’ve raised — see what’s open, what’s being worked on, and what’s resolved, all from one screen.
To access KEBS Support, click KEBS Support from the left sidebar (or find it via More apps). This opens the Support Dashboard, which gives you a complete overview of all your tickets.
Dashboard Layout
The top section displays summary cards that categorize your tickets by type and priority. Each card shows the ticket count and a color-coded indicator:
| Category Card | What it represents |
|---|---|
| Issue | Bug reports or problems encountered while using KEBS |
| Enhancement | Requests to improve an existing feature or workflow |
| New Request | Requests for entirely new features or capabilities |
| Not Filled Type | Tickets where the type hasn’t been specified yet |
| High | Tickets marked with high priority |
| Medium | Tickets marked with medium priority |
Click View > on any card to filter the ticket list below to that category. The Total Count in the top-left corner shows the overall number of tickets.
Ticket List
Below the summary cards, the ticket list displays all your support requests in a table with the following columns:
| Column | Description |
|---|---|
| Ticket ID | System-generated unique identifier for the ticket |
| Created By | The user who raised the ticket |
| CC | Additional people copied on the ticket for visibility |
| Requestor Department | The department of the person who raised the ticket |
| Module | The KEBS module the ticket relates to (e.g., Projects, CRM) |
| Description | A summary of the issue or request |
Toolbar Actions
The toolbar at the top of the dashboard provides quick actions:
- Search: Find tickets by keyword across all fields
- Filter: Apply advanced filters to narrow down tickets by status, type, priority, or date
- Customize: Adjust which columns are visible in the ticket list
- + Create: Raise a new support ticket (see next section)
- More Options: Access additional bulk actions and export options
Raising a Support Ticket
Report issues, request enhancements, or ask for new features — ensuring the KEBS team has all the information needed to help you quickly.
To raise a new ticket, click the + Create button on the Support Dashboard toolbar. This opens the KEBS Support Form.
Form Fields — To Be Filled by Requestor
The top section of the form is labeled “To be filled by requestor” and contains the fields you need to complete:
| Field | Description |
|---|---|
| Ticket ID | Auto-generated by KEBS — you don’t need to fill this in |
| Created By * | Automatically set to your name (e.g., “James Cooper”). This is a required field. |
| CC | Add colleagues who should receive updates on this ticket. Click the people icon to search and select users. |
| Requestor Department | Auto-populated based on your profile (e.g., “Business Operations & Enablement”). You can change it if raising on behalf of another department. |
| Module | Select which KEBS module the ticket relates to (e.g., Projects, Opportunities, Finance). This helps the support team route your request. |
| Type * | Choose the ticket type — Issue, Enhancement, or New Request. This is required. |
| Priority * | Set the urgency level — High, Medium, or Low. This is required. |
| Description * | Provide a detailed description of the issue, enhancement, or request. Use the rich text editor to format text, add images, links, or lists. This is required. |
Steps to Raise a Ticket
- 1Click + Create on the Support Dashboard to open the form.
- 2Verify your name in Created By and optionally add colleagues in the CC field.
- 3Select the Module the ticket relates to from the dropdown.
- 4Choose the Type — Issue, Enhancement, or New Request.
- 5Set the Priority — High, Medium, or Low.
- 6Write a clear, detailed Description of the problem or request. Include steps to reproduce the issue if applicable.
- 7Attach supporting files if needed (see next section), then click the submit button (red checkmark icon at the bottom-right).
Adding Attachments to a Ticket
Provide visual evidence or supporting documents so the support team can diagnose and resolve your issue more efficiently.
While filling out the support form, you can attach files such as screenshots, documents, or spreadsheets to give the KEBS team additional context.
How to Add Attachments
- 1On the KEBS Support Form, click the Attachments button (with the paperclip icon) in the top-right corner of the form.
- 2The Attachments panel opens on the right side. Click the red Add Files button to browse and upload files from your computer.
- 3Select the file(s) you want to attach. Uploaded files will appear in the attachments panel.
Sharing Feedback & Feature Requests
Influence the KEBS product roadmap by sharing your ideas, improvement suggestions, and feature requests directly with the product team.
KEBS Support isn’t just for reporting problems — it’s also your channel to share product feedback and request new features. Use the same ticket creation workflow with specific types:
Feedback & Request Types
- Enhancement: Use this type when you want to suggest an improvement to an existing feature. For example, adding a new column to a report, changing a workflow step, or improving the UI of a specific screen.
- New Request: Use this type when you need a feature that doesn’t exist yet. For example, a new integration, a new report type, or a new module capability.
Tips for Effective Feedback
- 1Be specific: Clearly describe what you’d like to see changed or added. Include the module name and the exact screen or workflow.
- 2Explain the why: Describe the business problem this would solve or the time it would save. This helps the product team prioritize.
- 3Include examples: If possible, attach mockups, screenshots of similar features in other tools, or a brief document explaining the workflow you envision.
- 4Set the right priority: Use High for feedback that blocks your work, Medium for improvements that would help efficiency, and Low for nice-to-have suggestions.
Tracking Your Ticket Status
Stay updated on every ticket you’ve raised without having to follow up manually — know exactly when your issue is being worked on and when it’s resolved.
After raising a ticket, you can track its progress directly from the KEBS Support Dashboard:
- View all tickets: The main dashboard lists every ticket you’ve created, along with its type, priority, and description.
- Filter by category: Click the summary cards at the top (Issue, Enhancement, New Request, High, Medium) to filter tickets by type or priority.
- Search specific tickets: Use the Search bar to find a ticket by its ID, description, or any keyword.
- Check for updates: Click on any ticket row to open it and view the full conversation thread, status changes, and any responses from the KEBS support team.
