Redtail launched a new Helpdesk system in December of 2011 in an effort to make our support services as beneficial and accessible to you as possible. Here, we'll take a look at the way the new Helpdesk system functions.
In order to contact Redtail Support via email, you can send an email to firstname.lastname@example.org. For our purposes here, let's say that John Advisor has sent an email into Redtail Support looking for information on how to add additional database users to his account. Very soon after sending his initial email, John would receive an automated response letting him know Support has received his inquiry and providing him with a Ticket # as well as a method of accessing his inquiry online:
Let's go over each of the areas (1-4) indicated in the screenshot of the automated response above.
1. This is the Subject Line of the Automated Response, which includes your original Subject Line as well as the Ticket # assigned your inquiry.
2. This is a link to an area online where you can access your Ticket. Note that on your first login to Helpdesk you will need to create an account by clicking on the highlighted link indicated below:
After you've created your Helpdesk account, you can then login to Helpdesk and access your ticket. John Advisor's ticket would look like the below prior to any further action being taken:
While you can respond directly to tickets via the email you receive, note that you can also do so here from within Helpdesk by adding a comment and submitting. Additionally, you can attach a file to the ticket here (just as you can attach a file with an email response).
3. This is simply the content of your original email.
4. A link to the Forums section of Helpdesk, where you can search our documentation and videos for answers to common questions. We'll look at this in greater detail later in this post.
Now that we've considered the automated response generated by an email request sent to Redtail Support, just a few more comments about the ticket system.
Once a Redtail Support representative replies to or updates the status of your request, you'll see subsequent emails updating you of those changes. You can also use the links contained within those emails to access the ticket online, as in our example above, or log directly into Helpdesk to access any requests you have open. This means that whether or not you have access to your email, as long as you have an internet connection you can check the status of or add information to an existing ticket you have open with Redtail. Also, the entire history of that ticket will be accessible to you in one location online.
If you have multiple tickets currently open with Redtail's support team, this provides you with one location in which to check on them all. Note the header bar at the top of your Helpdesk page when logged in:
By clicking CHECK YOUR EXISTING REQUESTS, you can see a list of all of your open tickets, along with when they were submitted, their current status and the Redtail Staff member to whom they are currently assigned. Clicking on any of them will allow you to view the full ticket, including all of the responses between you and Redtail staff.
We've also moved all of our support documentation, videos and training sessions to our new Helpdesk. You can access this area by clicking the Forums link in the header (see above where we clicked CHECK YOUR EXISTING REQUESTS). Clicking the Forums link will carry you to the top level of the forums. If you scroll down the page, you'll note that our Forums are segmented into a number of top levels, including Training Sessions, Using Redtail CRM, Using Redtail Imaging, Using Redtail Email, Redtail Mobile and Redtail Classic.
You can search all of our Forums from this top level in one of two ways:
1. Type your search word or phrase into the Search box at the top of the page and click Search:
2. On the right-hand side of the page, you should see this box:
If you type your search word or phrase into the Search box here, leave the box below it set to All and then click Search, you will be searching all of our Forums for your desired word or phrase.
You also have the ability, however, to search within any of these Forums individually. This can be done by:
1. Using the box above, select your Forum (or a section within it) from the All pulldown menu. Then, type your word or phrase in the Search box and click Search.
2. Click on one of the Forums within this box. This will carry you to the top level for that Forum. You can then use the main Search box at the top of the page and will only be searching that Forum.
Whatever method you use, once you see a Topic Title that looks like it contains the information you're looking for, you can click it's title to read the post or view the video.