Lesson #170
Help – Report Issues function
Ask questions and make requests online with support tickets that maintain a paper trail of your issues and RB support responses. After making an inquiry, you can track its progress and continue the discussion with us online. When the issue has been resolved, close the ticket. You can re-open closed tickets to resume the conversation whenever you want.
Start a new ticket
When starting a new ticket, you just need to enter its topic and details. You want to give it a descriptive title so it will be easier to find when you have multiple inquiries. Write a detailed description too which will help us understand your inquiry and resolve it sooner. You can format your description, add hyperlinks, and include screenshots or other images to help communicate your issue.
When you submit your ticket, it is issued a number and placed in your queue.
Quickly follow up on existing issues
The default view in Report Issues is a list of any unresolved inquiries so you can immediately see the status of an issue and follow up. Each ticket listed shows its ticket number, topic, current status, when it was issued, and when it was last acted upon. If you cannot find the ticket you want, you can search your tickets by:
- Whether it is open or closed (resolved).
- The date or date range when it was issued.
- Its topic — you only have to search for part of the title.
Report Issues will display all of your tickets that meet the search requirements. Sort the list in ascending or descending order of any column by clicking the column’s header. You can export the list as an Excel spreadsheet or a CSV (comma-separated values) file to save, share, use in other applications, or print as a report.
Review any ticket’s details and respond/add more information. Each ticket has a conversation thread that includes all responses with their date, time, and responder’s name so you can easily follow the discussion. When commenting you can format the text, add hyperlinks, and include screenshots or other images just like when you entered the initial description.
When an issue has been resolved or you no longer need it to be an active inquiry, you can close its ticket and include the reason. You can always re-open the ticket at a later date if you want to continue the conversation.
TL;DR: Find step-by-step tutorials for many functions as well as solutions to error messages and other problems.
