/
How to Raise a Support Ticket

Patients Know Best Resource Hub | Deploy | Developer | Trust Centre | Manual | Research | Education | Release Notes

How to Raise a Support Ticket

Contacting PKB Support

Users can raise a support ticket by emailing help@patientsknowbest.com or via the contact form on our website.

The contact form shows the minimum information required to submit a ticket.

For technical issues or suspected bugs, providing the information below will help PKB Support investigate more quickly.

Please do not send passwords, clinical information or other sensitive data.

Details to provide when reporting an issue

To help us investigate, please include where relevant:

  1. Error details – any error message or reference shown, including the PKB support code displayed at the bottom of the page.

  2. Device and browser – e.g. Windows PC & Edge, MacBook & Chrome, iPhone & Safari.

  3. Page URL and environment – e.g. Production, UAT or Sandbox.

  4. User context – e.g. patient, professional, coordinator or organisation admin, plus any non-sensitive identifiers needed to locate the relevant account or record.

  5. Steps to reproduce – a clear description of what you were doing immediately before the issue occurred.

  6. Expected vs actual behaviour – what you expected to happen and what happened instead.

  7. Screenshot(s) – if possible, with any sensitive or clinical information redacted.