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