How-to Guide: Support Portal and Ticketing System

Overview

Rievent uses a ticketing system to manage customer questions and requests, including, but not limited to new template requests, how-to questions, change requests, and to receive help with assisting your learners.

The Customer Support Ticketing System is for use by Rievent customers only and is not configured to provide direct learner support. Learners may submit support requests by clicking the help link at the top of every learner-facing activity page.

There are three ways to submit a ticket:

  1. Email – Tickets can be created by sending an email to adminsupport@rievent.com
  2. Support Portal – Tickets can be created directly through the Support Portal (support.rievent.com)
  3. Help Button - Tickets can be created using the help button found on the Admin Portal.

All tickets may be viewed and managed from support.rievent.com. After a ticket is received, Rievent will assign it a priority level. The 4 priority levels are: Low, Normal, High, and Urgent.

A ticket’s priority level, status, and whether a ticket is pending your response, may all be viewed from the support portal.

Each time Rievent responds to your ticket, you receive an email update. To respond, simply reply back to the email, or, respond from the support portal. All correspondence, whether sent by email or through the support portal, will be copied into the respective ticket.

When responding to tickets by email, it is important to never change the “To” field. This should always be Rievent Technologies (adminsupport@rievent.com). Please be sure not to include multiple email addresses in the “To” field, as this will prevent the email from sending properly to the ticketing system.

Improving customer satisfaction is important to Rievent.  So, 24 hours after a ticket is marked as resolved, the person who opened the ticket will receive an optional 1 question survey, asking them to rate their satisfaction with the resolution of the ticket.  It is not necessary to be logged into the support portal to respond, just one click from the email will let us know if your experience was good or bad. 

Once a ticket is marked as solved, you may go back and reopen the ticket by adding a comment. After a ticket has been marked as solved for 28 days, it will be closed automatically. Once a ticket is closed, it cannot be reopened. However, you can create a follow-up request. This creates a new ticket that references the closed ticket and also pulls all of the original ticket data into the new ticket.

Account Setup

Tickets

  

Account Setup

Creating an account in the ticketing system makes it easy to manage all of your tickets from one place and also allows you to open ticket attachments. If you've already communicated with our support staff through a ticket email, you're already registered. You won't have a password though until you set one up yourself from the support portal.

Designated Rievent POC's: Before submitting your first ticket, you will need to set up an account password. Your account username, which is your email address, will already be set-up and confirmed for you by Rievent.

 

Creating an Account

1. To create an account in the Ticketing System, click the Sign in button in the upper right-hand corner.


2.
 Click Sign up
 

portal2.jpg


3. 
Complete the fields, then click Sign up. A verification email will be sent to the email address you provided with a link to set-up your password.

portal3.jpg

 

(Back to Table of Contents)

 

Creating a Password 

1. To create a password for your account, go to support.rievent.com, then click Sign In.


2.
 Next, click Get a password at the bottom of the form.

portal4.jpg


3.
 Enter the email address used to communicate with the Rievent support staff, then click Submit. A verification email will be sent to the email address you provided with a link to set-up your password.

 

(Back to Table of Contents)

 

Requesting a New Password

1. If you forget your password, go to support.rievent.com, then click Sign In.



2. Click Forgot my password.

portal5.jpg


3.
 Next, enter the email address associated with your account and click Submit. The system will send you an email to set up a new password.

 

(Back to Table of Contents)
 

Changing Your Profile Information

1. To change your profile information, first sign in, then click your name in the upper right-hand corner. Select Edit my Profile to access your profile information.

portal6.jpg


2. From the Edit my profile page, click a field to make changes. You can edit your name, email address, phone number, and add a picture to your account. When you are finished, click Close and the changes will automatically be saved. 

portal7.jpg

(Back to Table of Contents)

Tickets

There are three ways to submit a ticket:

  1. Email – Tickets can be created by sending an email to adminsupport@rievent.com
  2. Support Portal – Tickets can be created directly through the Support Portal.
  3. Help Button - Tickets can be created using the help button found on the Admin Portal. 

All tickets may be viewed and managed from support.rievent.com. After a ticket is received, Rievent will assign it a priority level. The 4 priority levels are: Low, Normal, High, and Urgent.

A ticket’s priority level, status, and whether a ticket is pending your response, may all be viewed from the support portal.

Each time Rievent responds to your ticket, you receive an email update. To respond, simply reply back to the email, or, respond from the support portal. All correspondence, whether sent by email or through the support portal, will be copied into the respective ticket.

Submit a New Ticket via Email

To create a support ticket via email, simply send an email to adminsupport@rievent.com and a ticket will automatically be created in the system.

When responding to tickets by email, it is important to never change the “To” field. This should always be Rievent Technologies (adminsupport@rievent.com). Please be sure not to include multiple email addresses in the “To” field, as this will prevent the email from sending properly to the ticketing system.

Any files you attach to the email will be copied and stored as attachments to the ticket. An account in the ticketing system is required to open attachments.

You can also CC others on the email and they will continue to be copied on all ticket correspondence until either (1) the ticket is resolved or (2) you remove them from the CC list. 

 

(Back to Table of Contents)
 

Submit a New Ticket via the Admin Portal Help Button

When you log into the Administrative Portal, you will see a floating help button in the lower right-hand corner of the screen.  This button appears on all pages and allows you to search through all the FAQs and How-to Guides on the Support Portal. In addition, you can also submit a support ticket using the button. 

1. Once you are logged into the Admin Portal, click the Help button.  help.jpg


2. Enter any text into the search field, then click the magnify.jpg  icon. 

button1.jpg


3. Click the Contact Us button to bring up the new ticket form. 

button4.jpg

(Back to Table of Contents) 

Submit a New Ticket via the Support Portal

1. To submit a ticket via the support portal, first be sure you are logged in, then click Submit a Request at the top of the page to create a ticket.

ticket1.jpg

2. Fill out the CC (optional)  Subject (required) and Description (required) fields. Add any attachments (optional), then click Submit to finish creating the ticket.

The CC field will only display when you are signed into the Support Portal

ticket2.jpg

 

Once a ticket has been processed, you can see the Support Agent assigned to the ticket, the priority level, and the status. 

ticket4v2.jpg


(Back to Table of Contents)

  

Checking the Status of a Ticket

To check the status of your tickets, you must be logged in to the support portal. Click your name in the upper right-hand corner, then select My Activities

From this page, you can access all your current tickets, as well as solved tickets and tickets that you are copied on. Use the Status menu, to quickly sort the tickets. 

my-requests.jpg

(Back to Table of Contents)

 

Marking a Ticket as Solved

Tickets can be marked as solved by checking the box at the bottom of the page before clicking Submit.

resolved1.png

 

(Back to Table of Contents)

 

Reopening a Solved Ticket

You always have the visibility to see all your "solved" and "closed" tickets.

Once a ticket is resolved, it is marked with the "solved" status.  After 28 days, the ticket will then be automatically switched to the "Closed" status. To reopen a "solved" ticket, simply add a comment to the ticket, and it will automatically be re-opened. However, once a ticket is "closed," if you need to re-open it, a follow-up ticket will need to be created.

re-open2.jpg

 

(Back to Table of Contents)

 

Reopening a Closed Ticket

After a ticket has been marked as "solved" for 28 days, the ticket will automatically be closed. Once a ticket is closed, it cannot be reopened. However, you can create a follow-up request. This creates a new ticket that references the closed ticket and also pulls the original ticket data into the new ticket.

To create a follow-up for a closed ticket:

1. Open the ticket and click the Create follow-up link at the bottom of the page. 

follow-up.jpg

 

2. Update the ticket data as needed and then click Submit to save the new ticket. You will receive an email notification for the new ticket. The new ticket will be marked as a follow-up, as shown here:

follow-up2.jpg

(Back to Table of Contents)