Opening a support case can be done in the following ways. Keep in mind once you have opened a case, always reference your case number when contacting support so the team can easily reference the case notes and current status. You may also view all of your cases via the online support website at https:///helpdesk.kaseya.com/hc/en-gb.
The quickest way to directly engage with an engineer for quick questions and light troubleshooting is through our support chat feature. Go to https:///helpdesk.kaseya.com/hc/en-gb and at the bottom of the page, click on floating CHAT WITH AN EXPERT button.
Even if you have an emergency and need help ASAP, opening a case via the web is preferred. The support website allows you to enter detailed information about your issue and/or attach logs that may be difficult to communicate over the phone. Once submitted, your issue is immediately assigned to an engineer. If you have a solid understanding of your issue and can provide log output, screenshots, or other critical information about your issue, doing so via the web is your best option.
Though it is the simplest way to open a case, it also often takes the longest as communicating by phone is somewhat inefficient and we'll have to collect a bit of information by walking you through those processes. This is a great option when you are not in front of a PC or have an emergency, but avoiding a hold queue and assigning a case directly to an engineer from the portal is typically much faster and more direct. Find your regional number here: Contact Us.