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Kasm Customer Support Portal Guide

· 5 min read

The Kasm Customer Support Portal (support.kasm.com) is where customers can submit support requests and access self-help resources.

Note

An active support package is required for engineer support. Support packages are available for enterprise customers with 25+ licenses.

The following self-help resources are freely available without an account:

Before You Begin​

Before starting registration, have the following ready:

  • Your email address
  • An authenticator app on your mobile device (e.g., Google Authenticator, Microsoft Authenticator) — MFA setup is required
  • A hardware security key (optional alternative to an authenticator app)

Part 1: Registering for the Support Portal​

Step 1 – Go to support.kasm.com​

Navigate to support.kasm.com.

Self-help resources are accessible directly from this page without an account.

Support Center
Support Center

Step 2 – Enter your email and click Next​

Enter your email address and click Next.

single Sign-on
Single Sign-on

Step 3 – Click “Continue with single sign-on”​

On the next screen, click Continue with single sign-on.

Step 4 – Register on Kasm Passport​

You will be redirected to Kasm Passport, the Kasm SSO system.

If you do not already have an account:

  • Click Sign up
  • Or use Google or Microsoft sign-in

Step 5 – Enter your email and create a password​

Password must be at least 8 characters and meet the complexity requirements shown. Click Continue.

Login To Continue
Login To Continue

Step 6 – Verify your email​

A verification email will arrive from no-reply@kasm.com. Click Verify Your Account in the email, then click Continue on the confirmation screen.

Verify Account
Verify Account

Step 7 – Complete your profile​

Enter your First Name, Last Name, Company Name, and Job Title. Click Continue.

User Info
User Info

Step 8 – Set up multi-factor authentication​

Choose an authenticator app or hardware security key and follow the on-screen instructions. This step is required.

Note

Have your authenticator app open and ready on your mobile device before this step.

Step 9 – Trust this device (optional)​

Choose whether to enable faster future logins via fingerprint or face recognition on this device.

Step 10 – Registration complete​

You are now logged in. Future logins will be faster, especially if you trusted your device.

Part 2: Navigating the Support Portal​

Your Account​

Click the profile icon in the upper-right corner to access:

  • Requests – View all open and closed tickets linked to your email, including tickets submitted before registration
  • Profile – Update your name and account details
Kasm Customer Support
Kasm Customer Support

Self-Help Resources​

The portal includes the following self-help resources:

  • How-to & Troubleshooting Articles – Guides for common tasks and known issues
  • Security Notices – Security announcements for Kasm Workspaces
  • How to Document a Good Support Ticket – Guide and video for collecting logs and system information before submitting a ticket
  • KasmGPT AI Chatbot – AI chatbot trained on Kasm documentation and knowledge base that answers questions and cites official sources
  • Product Maintenance Lifecycle – Supported Kasm versions and maintenance status
  • Official Documentation

Part 3: Submitting a Support Ticket​

Step 1 – Click “Need to raise a request? Contact us.”​

To begin, click Need to raise a request? Contact us.

Step 2 – Select a request type​

Choose the request type that best matches your issue:

  • Report a bug
  • Technical support
  • Licensing and billing questions
  • Suggest an improvement or new feature
  • Other questions

Step 3 – Fill out the ticket form​

Complete the support ticket form with the required details.

Ticket Form
Ticket Form
Important

Do not include personal, confidential, classified, or proprietary information. You are responsible for anonymizing data per your organization's policies.

Business Impact​

Select the option that best describes how the issue affects your organization.

Current Kasm Version​

Select your version. Versions outside the maintenance window may only receive an upgrade recommendation.

Summary​

Enter a brief title. The portal will suggest related knowledge base articles — review them before continuing.

Description​

Include: what you're experiencing, expected behavior, and troubleshooting steps already taken (and results). The more detail you provide, the faster we can help.

Note

Review the How to Document a Good Support Ticket guide and include the relevant logs before submitting.

Components or Products​

Select the relevant Kasm product or component, if applicable.

Attachments​

Attach screenshots, logs, or other relevant files by dragging and dropping or clicking Browse.

Step 4 – Click Send​

Your ticket will appear under Requests in your account. Our support team will respond within Eastern Standard business hours per your support package SLAs. See kasm.com/support-subscriptions for details.