Opening and managing support tickets

On the Ricoh Software Support Website, you'll open support tickets to request assistance or information. As the situation progresses, you and the Support team can update the ticket to keep each other informed of progress or other changes. When the issue is resolved, the ticket is closed.
To open or manage a support ticket:
  1. Open the Support website: https://support.ricohsoftware.com
    Tip: Bookmark the site so you can find it easily next time.
  2. To create a support ticket:
    1. Click Submit a Request in the middle or top right of the screen.
    2. In the CC field, you can list email addresses for anyone who should be copied on responses to the ticket, such as your coworkers or supervisor.
    3. Enter your information in all the fields.
    4. Click Submit.
  3. To view existing support tickets:
    1. Click My activities, then Requests.
      • My Requests shows the tickets that you opened.
      • Requests I'm CC'd on shows the tickets that other people have opened and have listed you in the CC field.
      • Organization requests shows all the tickets opened by members of you company.
    2. Use the Status filter to display tickets in different states, such as Open, Closed, or Awaiting your reply. Choose Any to display all tickets.
    3. To open a specific ticket, click its Subject.
  4. To update a support ticket:
    1. Click on the ticket.
    2. Click Add to conversation, then type your update.
      You can add a coworker in the CC field here too.
    3. Click Submit.
      When you submit your entry, the support team is notified that the ticket was updated and it requires their attention.
    4. If you are updating a ticket to report a critical production down issue and it is off-shift, you must open a new ticket. When you open the new ticket, choose 1 - Critical (Production Down Only) for the priority and refer to the existing ticket number in the Short Subject Description.
    Note: Currently, you cannot change the severity of a ticket.

    If an existing ticket has become a critical, production down issue AND requires off-shift support (outside the hours of 6AM-6PM US Mountain Time), you must open a new ticket with the Priority field set to 1 - Critical (Production Down Only). Refer to the existing ticket number in the Short Subject Description field.

    In this situation, the support team is called in to help during off-shift hours.

    When you open the new ticket, choose 1 - Critical (Production Down Only) for the priority.

    Important: Only open a new ticket for critical production down issues that require off-shift assistance! Status updates not requiring off-shift callout should be handled as regular updates to the existing ticket.

  5. To close a support ticket:
    1. Click on the ticket.
    2. Click Add to conversation, then type a message letting the support team know that the ticket can be closed.
    3. Click Mark as solved & Submit.
Parent topic: Using the Ricoh Software Support Website