Steps to activate and access the RMS Customer Support Portal for managing support tickets.

Overview

The RMS Customer Support Portal is your access point to the RMS Customer Support Team. You do not create an account yourself: if your User has a Security Profile that allows Support Tickets, RMS registers the account for you and emails an activation link. Activating that link and setting a password is all that is needed before you can sign in.

In the portal, you can:

• Log Tickets for assistance
• Monitor your ticket's progress
• Send updates to the team if required.

Use this when you have received an activation email from RMS and need to set your password, or when you have access to Support Tickets in RMS but have never signed in to the portal before.

Before you begin, you will need a User in RMS whose Security Profile allows Support Tickets, and access to the mailbox for the email address recorded against that User. The activation email is sent there and the link is what creates your password.

How to Access the Customer Support Portal

If you have access to log a Support Ticket and use the Customer Support Portal, go to:

Help > Support Tickets

Only specified Users in your organisation will have access to the Customer Support Portal, and this is controlled by your System Administrator or the person who created the User login credentials.

At the time the User was created, a Security Profile was assigned, which determines whether the User can log a Support Ticket.

If assigned a Security Profile with access to Support Tickets, RMS will automatically register an account for you and send you an email from support@rmscloud.com with a link to create your password.

For example, a new front-desk User added by your System Administrator with a Security Profile that allows Support Tickets receives the activation email automatically. They set a password from that email, then sign in to the portal using their email address rather than the RMS username they use to log in to RMS itself.

How to Activate your Customer Support Portal Account

Set your password

1. Select the Activate Account link in the email to open the RMS Customer Support Portal in a new browser tab.
   

    

2. Enter a new password that meets the criteria outlined on the screen, then select Set Password.

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Important! Setting your password does not sign you in automatically. To sign in, return to the RMS Customer Support Portal and select Submit a Ticket - this will open the sign-in page. Use your email address to sign in, not the username shown on the password setup page.

Sign in to the portal

1. Go to the RMS Customer Support Portal and select Submit a Ticket to open the sign-in page.

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3. Enter your email address and password, then select Sign in to access your account.

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If the activation email does not arrive

Check your Spam or Junk folder for a message from support@rmscloud.com. If it is not there, ask your System Administrator to confirm your User has a Security Profile with access to Support Tickets, and that the email address recorded against your User is correct.

Next article: How to Submit a Ticket to RMS Customer Support