Learn how to log a Support Ticket in the RMS Customer Support Portal and provide detailed information for faster resolution.

Overview

Before you can log a Support Ticket for the RMS Customer Support Team, you will need to ensure that you have a login for the RMS Customer Support Portal. 

Refer to: How to Activate your RMS Customer Support Portal – RMS Help Centre  

Guide

Sign in

Sign in to the RMS Customer Support Portal using your registered email address and password.  

Submit a Ticket

1. On the home page, select Submit a Ticket.
   
    
2. Complete the online form by selecting:
   a) How can we help you today? – Choose the relevant area from the dropdown list (e.g., Reporting & Finance, Guest Experience & Engagement, Property Management, etc.).
   b) Enter the email address for anyone else to be CC'd on the ticket (Optional).
   c) Select the Nature of the Enquiry from the dropdown list.
   d) Select which area you need assistance with.
   e) Enter a Subject.
   f) Enter a Subject Description – Please be as descriptive as possible and include any Reservation or Account Numbers, Guest, Company or Travel Agent Names, and if possible, the steps to recreate an issue.
   g) Attach any supporting screenshots or files.
   h) Select Submit once completed.
   

View Ticket Details

After submission, key ticket information (including the ticket ID number) will appear on the right side of the ticket.

Add Comments or Attachments

Additional comments can be added to a ticket to provide extra information or context.

1. Click Add to Conversation.
2. Enter your comment or upload any attachments.
3. Select Submit to update the ticket with the new information.
    

Manage Your Tickets 

Tickets can be viewed from anywhere on the Customer Support Portal:

• Select your username. 
• Choose My Activities.

All current and past tickets can be viewed and managed from the Activity Centre.


 

Next Article: How to View and Manage your Support Tickets – RMS Help Centre