Contacting Newforma Konekt Support

3 minutes
7 months ago

If you have questions or run into technical issues that you aren’t able to resolve by searching our Online Help, you can always contact our support team for help.

In this article, you’ll learn how to contact our support team and help them to handle your inquiry as quickly and efficiently as possible.

Things to know

Here are some important things to know before you contact us.

  • To use the Newforma Konekt platform, your system must meet the minimum requirements listed here.
  • The use of an up-to-date browser is strongly recommended.
  • Support is limited to Newforma Konekt products and features.

Contact our team

If our Online Help doesn’t provide the answers you need, you can contact us using one of the following methods.

From the Newforma Konekt Web Platform

  1. Click the chat icon located in the header to open the chatbot.
  2. Our chatbot opens, which can help you find the articles you need quickly.
  3. If you still can’t find what you are looking for, click Report an Issue.
  4. Describe the nature of your inquiry including as much detail as possible. Our agents will get back to you as soon as they can.

From the Customer Community

  1. Log in to the Newforma Konekt Customer Community. Not a member? Refer to Register for the Newforma Konekt Customer Community.
  2. In the menu, under Customer Care, select Cases.
  3. Click Contact Support.
  4. Fill out the support form and click Submit.

Tips for contacting us

The more details you include about your inquiry, the better we can answer it. Here are some tips to keep in mind when contacting us.

  • Want a quicker resolution? Provide contextual information: what are the symptoms? Are you getting an error? Where are you? (Web platform, add-in(s), third-party software, hub, project) What Newforma Konekt version have you installed? What operating system and browser are you using? 
  • Can replicate the issue? Share the steps and if possible the model so we can reproduce it quickly and expedite the escalation process. Specify whether the issue occurs with more than one client or on other computers, and whether it is constant or sporadic.
  • Mind taking a screenshot? Add screenshots or files that can help us see what you’re seeing or trying to achieve.
  • Found a bug? If you need to report a bug, then please start the conversation with “I think I have found a bug” to help maintain visibility for our team.

You can also submit a suggestion for improvement or a new feature to improve our products on our Ideas Portal. To stay informed of what’s new in Newforma Konekt, you can subscribe to our release notes on the Customer Community.

After you contact our team

After contacting us, you can expect a return within the next business day. However, most requests are handled in a shorter time frame.