Service and Contact Management
The route
a ticket takes
Creating a ticket is not always easy and is sometimes a bumpy road. We would like to accompany you on this path, as well as explain the individual stations and how you can stay on the right track. Our ticket statistics show you what you can expect. In addition, we give you a preview of the future design in the shape of the HR homepage.
In May 2022
Ticket statistics
The creation stage
Selecting a subcategory
When creating a ticket, you may have difficulty or forget to select a subcategory. Your ticket will then not be forwarded to the right team immediately. Please always remember to select a subcategory using the magnifying glass icon. You can click on the link above the category field if you need assistance. You will then see a description of the subcategories, which you can translate into all Group languages.
The new HR homepage (in July)
We will make creating tickets easier and more intuitive in the future. Click on HR as usual. Here you will find the services precisely named and grouped so that you do not need any more descriptions. When you click on the service, the subcategory is already preselected in the ticket. If a template exists for your request, you will find it there as well. We welcome any feedback on the new HR homepage. Please send your comments to: GLOBE.Contact@kws.com.
Status request
Track the ticket’s status and progress
If you want to find out what the current status of your ticket is, first take a look at the service portal. Navigate to your open ticket and check the latest entries in the ticket journal. We do not always send out an e-mail when there is news. If the information is not sufficient, leave a comment below the journal entries or call us at: +800 4822 4597 oder +49 30 816914-100.
Speeding up the process
Prioritization of tickets
In case we do not process your ticket fast enough or its urgency changes, you can have your ticket prioritized. Navigate to your open ticket in the service portal and click the “Prioritize” button. Our colleagues will then receive a notification and try to give priority to your ticket. Please use this feature responsibly and prioritize tickets only when absolutely necessary.
Reopening
Reopening incomplete tickets
If your closed ticket has not been answered completely, you can reopen it at any time. You have two options for that: Navigate to your closed ticket in the service portal and click the “Reopen” button. A quicker way is to click directly on the Reopen link in the e-mail telling you your ticket has been closed. Please never reply to that e-mail. The information in your reply cannot be dealt with.
Rating
Giving feedback
Feedback is invaluable in improving our services. You can provide feedback on closed tickets in two ways: Either navigate to the ticket in the service portal or click directly on the feedback link in the e-mail telling you your ticket has been closed. Here you have the option to leave a star rating and a comment. Please bear in mind that only detailed comments will help us to improve our services. If you give a negative rating, we will get in touch with you. At the moment only a small percentage of tickets are rated, so we do not know how representative our current score is.
Knowledge Base
Quick help
Are you looking for simple information and need it right away? Then take a look at our Knowledge Base, where you can find information without having to create a ticket. It is a collection of articles that help you find answers to minor questions on your own. The Knowledge Base is constantly growing and is maintained by specialists on individual topics. You can search in it by keyword, request new articles, and rate the existing ones, which helps us improve them. For example, if you have a question about the invoicing tool xFlow, just type xFlow in the search box – and then the relevant articles are displayed. Most articles are only available in English, but can be translated into German with one click.
Feel free to give us feedback on the ticket system by sending an e-mail to:
Globe.contact@kws.com
© KWS SAAT SE & Co. KGaA 2025
