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Create An RTA Help Desk User

To create a user profile for RTA Help desk:

  1. Go to https://rtafleet.atlassian.net/servicedesk/customer/portals

  2. In the top right corner select Login

  3. Put in the best email to reach you

  4. You will receive a link in your email to complete setup

  5. Create Password

  6. Your account is setup

Navigating Help Desk

Creating A Support Ticket

  1. Go to the RTA Help Desk Customer Portal and login

  2. Click the link for Technical Support Request

  3. Add a brief summary of the issue in the summary line

  4. Add any additional detail or information in the description like if you are in RTA Web or Classic RTA

  5. Optional: Add a phone number if you would like to receive a call

  6. Optional: Add a priority to the ticket (see Priority Levels)

  7. Select Send

  8. You will get an email shortly after confirming ticket creation

New Support Ticket

After you’ve submitted a ticket you will get a confirmation email. This email has a link to view your Request:

This will bring you directly to the ticket within Help Desk:

You are able to reply 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.

The history only goes back to tickets created after your Help Desk account creation

  1. Go to the RTA Help Desk Customer Portal and login

  2. Click on Requests in the top right corner

  3. Select Created By Me or All for all tickets created by other Help Desk users from your Company

  4. The default view will show all of your open requests

  5. You can search, or sort by status and creator

Ticket Status

Your ticket will be assigned a ticket status to help tell you see if it is open or closed and where its current progress is. There are 15 status codes as it comes to Support tickets

Open Request Statuses

  1. Waiting for Triage - The ticket is in the queue waiting to be assigned

  2. Assigned - A support tech has been assigned to the ticket and will reach out

  3. Requested Tech - You asked for a support tech by name and are waiting for that tech to be available

  4. Appointment - You and the support tech set up an appointment

  5. Waiting For Customer - Your support tech has requested information or files from you and is expecting a response from you

  6. Follow Up - Your ticket has been in Waiting For Customer for 7 days, your Support Agent will reach out

  7. 2nd Attempt - Your support tech reached out with no response or a after a missed appointment

  8. Call Back or Responded - Your support tech is received your response and will reach out

  9. CSM - The ticket has been escalated to our Customer Success Team who will reach out

  10. Tech Support - Your issue has been escalated to our Tech Support Team

  11. Waiting on Development - Your issue has been submitted as a bug to our Development Team and is waiting for fixes

  12. Limited Research Time - Your issue is being researched deeper by our Tech Team for an answer

Closed Request Statuses

  1. Resolved - Your issue has been properly handed and resolved

  2. Closed - Your ticket has been closed either by your request or by the tech (likely as a duplicate ticket)

  3. Customer Inactivity - You 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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