Create An RTA Help Desk User
To create a user profile for RTA Help desk:
Go to https://rtafleet.atlassian.net/servicedesk/customer/portals
In the top right corner select Login
Put in the best contact email to reach you
You will receive An email will be sent with a link in your email to complete setup
Create Password
Your The account is setup
Navigating Help Desk
Creating A Support Ticket
Go to the RTA Help Desk Customer Portaland login
Click the link for Technical Support Request
Add a brief summary of the issue in the summary line
Add any additional detail or information in the description like if you are (example: Found in RTA Web orRTA Classic RTA)
Optional: Add a phone number if you would like to receive a call
Optional: Add a priority to the ticket (see Priority Levels)
Select Send
You will get an email An email will follow shortly after confirming the ticket creation
New Support Ticket
After you’ve submitted a ticket you will get a confirmation email. This email A confirmation email will be sent after a ticket is submitted that has a link to view your the Support Request:
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The link is directed to the ticket within Help Desk Support Ticket:
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Replies can be added directly from this page to the ticket.
Exploring Tickets
If you have multiple tickets open or want to see notes from an older ticket, you are able to pull those up in Help Desk.
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Help Desk has access to all tickets, open or closed, including notes. To view:
Go to the RTA Help Desk Customer Portaland login
Click on Requestsin the top right corner
Select Created By Me or Allfor all tickets created by other Help Desk users from your Companywhere the user account is Requested Participant
The default view will show all of your open requests
You can search, or sort by status and creator
Ticket Status
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the accounts open requests, the ticket summary, and the ticket status (Refer to Ticket Status for more info)
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The history only goes back to support tickets created after the Help Desk account creation time |
Adding a Comment or File
Select the support case in question
Select in the box labeled Add a comment
Respond with information or attach a file using the Image and File icon
Select Save
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The ticket will be assigned a ticket status to help tell you see if it is open or closed and where show its current progress is. There are 15 status codes as it comes to Support tickets
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Open Request Statuses
Waiting for Triage - The ticket is in the queue waiting to be assigned
Assigned - A customer support tech agent has been assigned to the ticket and will reach out
Requested Tech - You asked for a support tech by name and are waiting for that tech to be A specific customer support agent has been requested and notified, they will reach out when available
Appointment - You and the support tech set up an appointmentAn appointment has been set with the customer support agent
Waiting For Customer - Your The customer support tech agent has requested information or files from you and is expecting waiting for a response from you
Follow Up - Your The ticket has been in Waiting For Customer for 7 days, your Support Agent ; the customer support agent will reach out
2nd Attempt - Your The customer support tech agent reached out with no response or a after a missed appointment
Call Back or Responded - Your The customer support tech is agent received your a response and will reach out
CSM - The ticket has been escalated to our Customer Success Team who will reach out
Tech Support - Your The issue has been escalated to our RTA’s Tech Support Team
Waiting on Development - Your The issue has been submitted as a bug to our RTA’s Development Team and is waiting for fixes
Limited Research Time - Your The issue is being researched deeper by our Tech RTA’s Support Team for an answer
Closed Request Statuses
Resolved - Your The issue has been properly handed handled and resolved
Closed - Your The ticket has been closed either by your customer request or by the tech customer support agent (likely as a duplicate ticket)
Customer Inactivity - You The ticket has been in Waiting For Customer after the initial Follow Up for more than 2 weeks and the ticket will be closed
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