Learn which communication method to use when contacting Kolleno Support to ensure your request is handled quickly and efficiently.
Using the correct one helps our team respond faster and reduces delays in resolution.
Channel | Use When |
Service Desk Portal | For issue troubleshooting, feature requests and for replorting defects. |
Contact Us (Intercom) | For quick questions or live support asistance for short questions |
Help Centre | For self-service documentation and how to articles |
For escalations or detailed technical reports |
1. Service Desk Portal (Jira Service Management)
Purpose: Report technical issues, request new features, or raise support tickets that require tracking and investigation.
When you submit an issue here, it is automatically assigned to a Technical Support Engineer who can monitor progress and provide updates.
2. Email (support@kolleno.com)
Purpose:
When you email support@kolleno.com, a support ticket is automatically created in Jira, allowing the Technical Support team to investigate and respond.
Use this method when:
You need to report an issue quickly for troubleshooting
You want to escalate an unresolved case
You’re following up on an existing Jira ticket
3. Contact Us (Live Chat via Intercom)
Purpose: Quick questions or general assistance.
The Contact Us option connects you directly to Fin – our AI Support Assistant.
Fin can answer common questions or guide you to a support agent if your issue requires human review.
Example:
“What is the difference between new balance and balance due?”
Fin will show step-by-step instructions directly in chat.
If Fin is not able to answer the question you require you can always request for the support by asking for a support agent. Usually the Agent will respond within 1 hour for the requested inquiry.
Example:
“Need further support request connect me with a agent”
Fin will show step-by-step instructions directly in chat.
I understand you need more help, so I’ll connect you with one of our human agents now. Fin • AI Agent The team will get back to you on this. Kolleno typically replies in under 1h.
4. Help Centre (Documentation Hub)
Purpose: Self-service knowledge base with guides, FAQs, and troubleshooting steps.
Here you can search for articles like:
Understanding your Net Balance
Managing Customer Payments
Integrating Kolleno with Accounting Software