Using the Ricoh Software Support Website

You can use the Ricoh Software Support website to open and manage support tickets for products such as RICOH ProcessDirector™, RICOH InfoPrint Manager™, RICOH Supervisor™, and the RICOH TotalFlow products.
To access and use the Ricoh Software Support website:
  1. Open the Support website: https://support.ricohsoftware.com
    Tip: Bookmark the site so you can find it easily next time.
  2. Create an account:
    1. Click New to Ricoh? Sign up.
    2. Enter your email address and password and click Create.
    3. Check your email. Follow the instructions in the email to set your password and fill in additional information.
  3. Log in to your account.
    After you log in, click your name in the upper right and choose My ProfileEdit Profile. Add your phone number to your profile.

    Now you can create, view, update, and close tickets.

  4. To create a support ticket:
    1. Click Submit Ticket in the middle or top right of the screen.
    2. Enter your information in all the fields.
    3. 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.
    4. Click Submit.
  5. To view existing support tickets:
    1. Click Your Tickets.
      A list of the tickets is displayed.
    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 see specific tickets:
      • 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.
  6. 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.
      Note: You cannot change the severity of a ticket here.
      When you submit your entry, the support team is notified that the ticket was updated and it requires their attention.
    3. 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 Critical for the priority.
  7. 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.
      Important: Only open a new ticket for critical production down issues!