We have installed KNM and have several problems with it. Events in the system log, Gateway servers don't communicate, email notifications don't work.
When I open a ticket with Kaseya their techs close the ticket with the reply that "KNM is only supported by the Community site".
If that is true, then why am I paying for support?
Kaseya Free Tools (www.kaseya.com/.../free-tools.aspx) is also based on the KNM product and is only supported in the community. Perhaps the support person is getting your supported version of KNM confused with the unsupported edition.
I recommend pointing this out in the ticket.