Help Desk FAQ


How do I submit a ticket?

  1. Go to the HELP DESK link and REGISTER.
    • Once you have registered you will receive an email to activate your account.
  2. Once your account is activated you may log in and click SUBMIT TICKET
  3. Click on the appropriate department and click NEXT.
  4. Fill in SUBJECT box.
  5. Fill in MESSAGE box.
  6. After writing your message click SUBMIT.


How do I view my ticket?

  1.  Go to the HELP DESK link and LOGIN.
  2. Once you have logged in click VIEW TICKETS.
  3. Your existing tickets will appear with a FOUR DIGIT TICKET NUMBER.
  4.  Click on the SUBJECT you want to reply to and click POST REPLY.
  5. You cannot reply to the email, you can only reply to the ticket.


I cannot view my ticket.

  • If you did not register when submitting a ticket, your password was emailed to you.
  • Check your email and SPAM folder for a password or re-register.
  • Once registered LOG IN and click VIEW TICKETS. Tickets are linked to the email used when the ticket was created and will appear with a FOUR DIGIT TICKET NUMBER.
  • Click on the subject of the ticket and click POST REPLY


How do I request an RMA?

  1. Go to the HELP DESK link and REGISTER.
  2. Once you have registered, login and click SUBMIT TICKET
  3. Click on appropriate department and click NEXT
  4. Fill in SUBJECT box
  5. Fill in MESSAGE box
  6. After writing your message click SUBMIT.


Why doesn’t anybody answer my email?

  • KWA Customer Service representatives will only respond to the ticket you created.
  • If you do not receive a reply, go back to the HELP DESK and LOG IN to view the response.


How long will it take to receive a reply once I have submitted a ticket?

  • The Help Desk is monitored Monday through Friday from 9:00am-5:00pm.
  • Tickets will be viewed in the order they are received.
  • Except for tickets submitted over the weekend, tickets will be responded to within 24 hours.