...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
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
An email will be sent with a link to complete setup
Create Password
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 (example: Found in RTA Web or RTA Classic)
Optional: Add a phone number to receive a call
Optional: Add a priority to the ticket (see Priority Levels)
Select Send
An email will follow shortly after confirming the ticket creation
New Support Ticket
A confirmation email will be sent after a ticket is submitted that has a link to view the Support Request:
...
Replies can be added directly from this page to the ticket.
Exploring Tickets
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 tickets created by other Help Desk users where the user account is Requested Participant
The default view will show all of the accounts open requests, the ticket summary, and the ticket status (Refer to Ticket Status for more info)
| Info |
|---|
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
| Anchor | ||||
|---|---|---|---|---|
|
The ticket will be assigned a ticket status to help show its current progress. There are 15 status codes as it comes to Support tickets:
Open Request Statuses
Waiting for Triage - The ticket is in the queue waiting to be assigned
Assigned - A customer support agent has been assigned to the ticket and will reach out
Requested Tech - A specific customer support agent has been requested and notified, they will reach out when available
Appointment - An appointment has been set with the customer support agent
Waiting For Customer - The customer support agent has requested information or files and is waiting for a response
Follow Up - The ticket has been in Waiting For Customer for 7 days; the customer support agent will reach out
2nd Attempt - The customer support agent reached out with no response or after a missed appointment
Call Back or Responded - The customer support agent received a response and will reach out
CSM - The ticket has been escalated to our Customer Success Team who will reach out
Tech Support - The issue has been escalated to RTA’s Tech Support Team
Waiting on Development - The issue has been submitted as a bug to RTA’s Development Team and is waiting for fixes
Limited Research Time - The issue is being researched deeper by RTA’s Support Team for an answer
Closed Request Statuses
Resolved - The issue has been properly handled and resolved
Closed - The ticket has been closed either by customer request or by the customer support agent (likely as a duplicate ticket)
Customer Inactivity - The ticket has been in Waiting For Customer after the initial Follow Up for more than 2 weeks and the ticket will be closed
...