In order to assist you in managing your company's cases and to start building up a knowledge base of information for you to refer to for recurring issues, we have established this client portal. You can access the client portal with your email address and password (which you should change when you login).
Once you're logged in, you will see a board that shows upcoming scheduled service, a navigation to display your existing tickets, and a link to create new tickets.
With the upcoming scheduled service items, you can enter specific requests that will be in the case for your Account Technician. You can also see the case activity from this screen.
On the left hand side, under the navigation heading, you will see the New Ticket and List Tickets links.
The New Ticket is as it sounds, gives you the ability to create a new service request that is automatically entered into the system. When creating new tickets, you can specify whether it’s a website issue or a service request. You can change the contact information if necessary and check the emergency box. In the summary field, you should enter a concise sentence to let us know what the issue is, and then in the full description enter all of the information you have been able to amass thus far.
Once a case is completed, either by you or us, it will be placed in the completed status. From here it will be evaluated for the amount of time required to resolve and then closed out for billing (or just for your records if we’re not involved).
You will still be able to manage all of your service requests using email, simply by ensuring that the subject of the email contains one of the strings "Ticket#", "SR#", "Ticket #" or "SR #" (and the case doesn't matter, "sr#" is fine too), some number, and then a slash.
Using the client portal will obviously give you greater control of your tickets, though.
If at any time you have any questions, please let us know. You can call into our Service Desk at (502) 526-0313 or send an email to Support@RFXTechnologies.com.
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