Our AI chatbot is available 24/7 at my.knx.org to assist you. If the chatbot cannot resolve your request, it will be passed on to our dedicated customer support team. You will then be asked to provide your e-mail address so that we can follow up personally and reference your support ticket number. If the e-mail address you provide is linked to an existing MyKNX account, your support history can be found in that account under Support > My activities.
Should you not yet have a MyKNX account, our follow-up will arrive in your e-mail inbox, where you can reply directly.
The My activities section provides an overview of all your open, pending, solved, and closed tickets.
Open tickets
When a ticket is created, it automatically receives the status “Open”, meaning KNX must take action. At the same time, an email notification containing the ticket number is sent to the customer and to everyone listed in the CC field, confirming that KNX has received the request.
Pending tickets
When KNX replies to a ticket, its status is automatically changed to “Pending”, indicating that action by the customer is required.
Solved tickets
If the customer does not respond within three days of KNX’s reply, the ticket is automatically assigned the status “Solved”. An email notification is sent to the customer, including all persons listed in the CC field, informing them that the ticket has been marked as solved due to the absence of a response since KNX’s most recent reply. The customer may still reply at any time, which automatically returns the ticket to “Open” status, so no additional follow-up ticket is required.
Closed tickets
If the customer does not respond within ten days after the ticket has been marked as “Solved” (that is, thirteen days after KNX’s last reply), the ticket is automatically assigned the status “Closed”. To add further information after this point, the customer must create a new follow-up ticket.