• Created by Unknown User (bua1yok), last modified on Jan 04, 2021

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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.

  

Raising Tickets - Portal

  • 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

Raising Tickets - Knowledge Base

  • 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.

Managing Tickets - Portal

  • 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

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










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