Versions Compared

Old Version 5

changes.mady.by.user Unknown User (bua1yok)

Saved on

compared with

New Version 6

changes.mady.by.user Unknown User (bua1yok)

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


Section

Creating an account

To allow you to get an overview of all raised tickets, responses, and states, a new support desk system has been set up.
In this system you can create a customer account to raise and view tickets via the web portal, or use email integration to follow a workflow similar to the current set-up.

This is intended as second level support, first level support should be via the hubs as the customers local contact points.

Raising Tickets - Email

  • Just email RTA.Hotline@etas.com
    • You will receive a reply with a copy of your request and its ticket ID.
  • Any communication to the hotline, from any address, with [RH-#ID] in the subject line will automatically link to the ticket.

Image Removed  Image Removed

You must have an account and be logged in to create an issue. When required, the system will prompt you to log in. If you do not have an account you can create one using the Register Here link shown below.

Image Added


Section

Organizations

An Organization allows you to group colleagues in your business together, so that they can:

  • view and search the organization's requests from the My Requests page in the portal.
  • receive notifications about the organization's requests.
  • share requests within the organization. 

You can have multiple Organizations within your business (for example for multiple departments or domains).

You can request changes to your organization as shown below. See the 'Raising Requests' section of this guide for more information.

Image Added


Here you can request to create a new Organisation, change the users, or request a list of current users.

Image Added


Section

Raising Tickets

...

  • Go to rta-hotline.etas.com
  • Click on the helpdesk text (or the “?” blue person)
  • Log into a customer account if you have one, or sign up
  • Select the type of issue and fill in the requested fields
  • You will receive and email with the ticket ID

Image Modified

Image Modified

...


  • Using the search box on the support homepage knowledge base articles can be searched.
  • The same happens with the subject field when creating tickets.
  • More articles will be created as issues are raised and common solutions are found.

Image ModifiedImage Modified


Section

Managing Tickets

...

  • You can view your current open tickets in the top right
    • Created via any method, portal or email
    • This includes any tickets shared with you from other users

Image ModifiedImage Modified

  • In the ticket you can
    • Change the ticket status
    • View all responses
      • including emails and attachments

Image ModifiedImage Modified



HTML
<link href="https://fonts.googleapis.com/css?family=Titillium+Web" rel="stylesheet">
<style>
body {
    font-family: 'Titillium Web', sans-serif !important;
    background-color: #d2d7dc !important;
}
h1 {
    background-image: linear-gradient(to right, #1E539E, #81D0F5) !important;
    background-color: #1E539E !important;
    color: white !important;
    padding: 40px !important;
    margin: -20px -20px 0 0 !important;
    font-size: 3em !important;
    border-bottom: 6px solid #e40038 !important;
}
h2 {
font-size: 2em !important;
color: #1E539E !important;
}
h2 a {
 color: #1E539E !important;
}
h2 a::before {
content: ">";
color: white;
height: 21px;
width: 21px;
background-color: #e40038;
border-radius: 50%;
display: inline-block;
font-size: 20px;
text-align: center;
line-height: 16px;
position: relative;
top: -4px;
margin-right: 8px;
}
h3 { font-size: 2em !important; color: #81D0F5 !important; }
h3 a { color: #81D0F5 !important; }
#full-height-container {
    background-color: #d2d7dc !important;
}
#likes-and-labels-container {display:none;}
#comments-section {display:none;}
.ia-splitter-left {display:none;}
#footer {display:none;}
.page-metadata {display:none;}
#main-header {display:none;}
#main {margin-top: 30px !important; margin-left: 20px !important; margin-right: 20px !important; padding: 0 !important;}
#header {display:none;}
div.columnMacro:nth-child(2) { border-left: 1px solid #1E539E;}
div.columnMacro { padding: 0 20px !important;}
.sectionColumnWrapper {
    overflow-x: visible !important;
}
</style>