How to create a support ticket for Kontakt

RDKontak 1
RDKontak 1 Member Posts: 1 Newcomer
edited October 23 in Kontakt

Hello All I have looked everywhere and cannot find how to create a support ticket for Kontak/Native instruments. Thanks in advance. RD

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Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    @PHgh95612 I see that you're now in contact with our support and things are moving to resolution.

Answers

  • mykejb
    mykejb Moderator Posts: 1,776 mod

    You need to start here - Native Instruments (native-instruments.com) and select the area you want help with.

  • PHgh95612
    PHgh95612 Member Posts: 11 Member
    edited April 23

    Support is non-existent. Several knowledge articles and FAQs. Then there is a stupid useless bot. But to get real support is not possible. In case you are able finally open the ticket, nobody answer.

    They could play nice company, which is listening to users and communicate the plans but when you need help - there is just silence.

    Even their stupid e-voucher. I was not able to use any for any product ever. But support which could help, does not exist. Also when I had issue with license transfer? I opened ticket but never got any reply from support, EVER....

    This is not the way how to get a customer's trust back.

  • Matt_NI
    Matt_NI Administrator Posts: 1,130 admin
    https://community.native-instruments.com/discussion/comment/148961#Comment_148961

    Interesting take when you literally just created a ticket and talked to one of our agent 🤔

  • Matt_NI
    Matt_NI Administrator Posts: 1,130 admin
    edited April 23
    https://community.native-instruments.com/discussion/29053/support-ticket

    Here is the link for the Kontakt area where you can contact a specialist about your issue : https://support.native-instruments.com/hc/en-us/sections/360000092857

    You can also find more information in our welcome area here : https://community.native-instruments.com/discussion/26/how-to-get-in-touch-with-our-customer-care

  • PHgh95612
    PHgh95612 Member Posts: 11 Member
    edited April 23
    https://community.native-instruments.com/discussion/comment/148963#Comment_148963

    When I talked to agent? after all the useless communication with bot, he just wrote that I will be connected to the agent, but it does not happen. I can sit there several hours and wait. And when I ask if I will ever be connected to agent, there is no more reply.....

    I dont remember how I opened the ticket then, when I ask for help with license. It was online form, but I cannot anyhow find it right now.

    EDIT: If you insist that support exist and it is easy to get some, please let me know how I can log ticket easy way.

  • PHgh95612
    PHgh95612 Member Posts: 11 Member

    For example. I start chat with that brilliant bot more than hour ago. What I get was promise to be contacted with agent. That was last reply form bot. When I started asking if and when I will be connected to agent, I got no answer ever from then. Sorry, but how long should I seat here and staring to the screen? Day or two? a week? I dont know, no more reply. There is no way to open generic support ticket.

  • Matt_NI
    Matt_NI Administrator Posts: 1,130 admin
    https://community.native-instruments.com/discussion/comment/148968#Comment_148968

    Maybe something went wrong in your window but the agent responded that we will take this over email since you requested the ticket to be dealt with this way.

    Can you please send me a quick DM with a screenshot of what you see in your chat window right now?

    In any case, I can confirm your ticket is in our system and you don't have to way, someone will be in touch via email shortly.

  • PHgh95612
    PHgh95612 Member Posts: 11 Member

    Sorry, I have to change my mind. I was wrong about the support chat. Bot promised to contact me with agent. I thought I will be connected by agent in chat but I was wrong, I got initial email from agent.

    I hope I will get the needed answers.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    @PHgh95612 I see that you're now in contact with our support and things are moving to resolution.

  • PHgh95612
    PHgh95612 Member Posts: 11 Member

    Hi all,

    Finally, I got support I needed. Support team was very supportive and replied in very short time once I got in touch with them. Hiwever, initial procedure is not that simple, quite confusing in many cases.

    But once in touch with support, everything went smoothly and quickly. Much different, and better experience comparing to the past.

    I hope NI will get back their previous reputation.

  • Tom Auger
    Tom Auger Member Posts: 57 Helper

    I have to agree with the above thread.

    NI - you need to update your bot / UI to at least let users know they are in a queue and that a support agent will be processing them. And update periodically. Otherwise, as the user above posted, they have no way of knowing whether the system is actually working, whether they are in a queue, whether they have been disconnected etc.

    For example, WP Engine's online chat support says "You are position 13 in the queue" and this number updates periodically so you know you're still connected.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    edited July 18

    @Tom Auger Thanks a lot for your constructive feedback, that's a really good idea, not sure how hard it is to implement to oue system but I'm forwarding it to the responsible team.

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