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RTA Hotline Guide


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Section

Creating an account


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

on the login page.

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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

 See the 'Raising Requests' section of this guide for more information. 

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

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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


    • Start by selecting your local region, from the list shown below. Choose the relevant ticket type for your query, and fill in the

    requested

    fields

  • You will receive and email with the ticket ID

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    • 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.

    .

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    Then select the appropriate ticket type.

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    Finally, fill in the fields with the relevant details and create the request.

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