Hi Everyone,

The company has grown a lot and we're all busier than ever. In an effort to be more organized and provide better, more efficient support to everyone we decided to move to a help desk ticketing software.

From now on all support requests need to be sent to Support@kdhbuiders.net or create a ticket on the help portal at kdh.freshdesk.com. This includes all Marksystems, Builderlynx, 365, internet, computer, phone issues. Moving or setting up sales offices, on-boarding/off-boarding employees, toner requests, etc. Basically anything that requires direct action on mine or josh's part needs to be submitted through one of those two options. 

To create a ticket through the support email simply email Support@kdhbuilders.net. 

- Please do not CC mine or josh's regular email on support tickets. We already get notifications when tickets are created, CC'ing us just doubles those and makes us not like you.

- Please be as descriptive as possible with your issue.
- If you're emailing about a Marksystems or Builderlynx issue please include that in the subject of the email and it will be automatically routed to Josh.

- Please make the subject of you email descriptive too. Subjects like "computer is broke" aren't useful.


To create a ticket through the support portal go to kdh.freshdesk.com
Click Login at the top.
Select "Login here" next to "Are you a customer?" and log in with your 365 email and password.
Click the "New Support Ticket" button.
Fill out the form with your subject, Issue Category and a detailed description. You can also attach screen shots. Once you're done hit submit.



Once your ticket has been created you can click the "Check Ticket Status" button to follow up on it, add details etc. You will also get notifications to your email if the status changes or someone replies to the ticket.

Also on the support portal there's a knowledge base that will have articles with instructions to resolve common issues so you can get things fixed faster. Currently I've only got one article in there but we will be working on expanding it. It's going to take some time to build it out as they all have to be created manually but down the road this will be a good resource for everyone. 

To search the knowledge base simply go to the portal and use the search bar towards the top.