Overview
Rievent uses a ticketing system to manage customer questions and requests, including, but not limited to new template requests, how-to questions, change requests, and requests to receive help with assisting your learners.
The Customer Support Ticketing System is for use by Rievent customers only and is not configured to provide direct learner support. Learners may submit support requests by clicking the help link at the top of every learner-facing activity page.
There are three ways to submit a ticket:
- Email – Automatically create a new ticket by sending an email to adminsupport@rievent.com.
- Support Portal – Tickets can be created directly through the Support Portal (support.rievent.com).
- Admin Portal Help Button - Submit a new ticket directly from the help button on the bottom right hand corner of the Admin Portal.
All tickets may be viewed and managed from support.rievent.com. After a ticket is received, Rievent will assign it a priority level. The four priority levels are: Low, Normal, High, and Urgent.
A ticket’s priority level, status, and whether a ticket is pending your response, may all be viewed from the support portal.
Each time Rievent responds to your ticket, you will receive an email update. To respond, simply reply back to the email, or you can respond from the support portal after signing in. All correspondence, whether sent by email or through the support portal, will be copied into the respective ticket.
Improving customer satisfaction is important to Rievent. Twenty-four hours after a ticket is marked as resolved, the person who opened the ticket will receive an optional one-question survey, asking them to rate their satisfaction with the resolution of the ticket. It is not necessary to be logged into the support portal to respond, just one click from the email will let us know if your experience was good or bad. Adding comments is optional.
Once a ticket is marked as solved, you may log in to the support portal and reopen the ticket by adding a new ticket comment. After a ticket has been marked as solved for 28 days, it will be closed automatically. Once a ticket is closed, it cannot be reopened. However, you can create a follow-up request. Creating a follow-up ticket creates a new ticket that references the closed ticket and also pulls all of the original ticket data into the new ticket.
Account Setup |
Tickets |
Account Setup
Creating an account in the ticketing system makes it easy to manage all of your tickets from one place and also allows you to open ticket attachments, as attachments cannot be opened from ticket email correspondence. If you've already communicated with our support staff through a ticket email, then you're already registered. You won't have a password though until you set one up yourself from the support portal.
Creating an Account
1. To create an account in the Ticketing System, click the Sign in button in the upper right-hand corner.
2. Click Sign up.
3. Enter your name and email, then click Sign up. A verification email will be sent to the email address you provided with a link to set-up your password.
Creating a Password
1. To create a password for your account, go to support.rievent.com, then click Sign In.
2. Next, click Get a password at the bottom of the form.
3. Enter the email address used to communicate with the Rievent support staff, then click Submit. A verification email will be sent to the email address you provided with a link to set-up your password.
Requesting a New Password
1. If you forget your password, go to Support.Rievent.com, then click Sign In.
2. Click Forgot my password.
3. Next, enter the email address associated with your account and click Submit. The system will send you an email to set up a new password.
Changing Your Profile Information
1. To change your profile information, first sign in, then click your name in the upper right-hand corner. Select My Profile to access your profile information.
2. On the My Profile page, click the Edit profile button.
Tickets
There are three ways to submit a ticket:
- Email – Automatically create a new ticket by sending an email to adminsupport@rievent.com
- Support Portal – Tickets can be created directly through the Support Portal
- Help Button - Submit a new ticket directly from the help button on the bottom right hand corner of the Admin Portal
All tickets may be viewed and managed from support.rievent.com. After a ticket is received, Rievent will assign it a priority level. The four priority levels are: Low, Normal, High, and Urgent.
A ticket’s priority level, status, and whether a ticket is pending your response, may all be viewed from the support portal.
Each time Rievent responds to your ticket, you receive an email update. To respond, simply reply back to the email, or, respond from the support portal. All correspondence, whether sent by email or through the support portal, will be copied into the respective ticket.
Submitting a New Ticket via Email
To create a support ticket via email, simply send an email to adminsupport@rievent.com and a ticket will be automatically created in the system.
Any files you attach to the email will be copied and stored as attachments to the ticket. An account in the ticketing system is required to open attachments.
You can also CC others on the email and they will continue to be copied on all ticket correspondence until either (1) the ticket is resolved or (2) you remove them from the CC list.
Submitting a New Ticket via the Admin Portal Help Button
When you log into the Administrative Portal, you will see a floating help button in the lower right-hand corner of the screen. This button appears on all pages and allows you to search through all the FAQs and How-to Guides on the Support Portal. In addition, you can also submit a support ticket.
1. Once you are logged into the Admin Portal, click the Help button.
2. Click the Contact Us button to bring up the new ticket form.
Submitting a New Ticket via the Support Portal
1. To submit a ticket via the support portal, first be sure you are logged in, then click Submit a Request at the top of the page to create a ticket.
2. Fill out the CC (optional) Subject (required) and Description (required) fields. Add any attachments (optional), then click Submit to finish creating the ticket.
Once a ticket has been processed by Rievent, you can see the assigned Support Agent , priority level, and status.
Managing/Checking the Status of a Ticket
To manage or check the status of your tickets, go to Support.Rievent.com, then click Sign In.
Click your name in the upper right-hand corner, then select My Tickets.
From this page, you can access all your current tickets, as well as solved tickets and tickets that you are copied on. Use the Status menu, to quickly sort the tickets.
Marking a Ticket as Solved
Tickets can be marked as solved by checking the box at the bottom of the page before clicking Mark as solved.
Reopening a Solved Ticket
You always have the visibility to see all your "solved" and "closed" tickets.
Once a ticket is resolved, it is marked with the "solved" status. After 28 days, the ticket will be switched to the "Closed" status. To reopen a solved ticket, simply add a comment to the ticket, and it will be re-opened. However, once a ticket is marked as "Closed," if you need to re-open it, a follow-up ticket will need to be created.
Reopening a Closed Ticket
After a ticket has been marked as "solved" for 28 days, the ticket will be closed. Once a ticket is closed, it cannot be reopened. However, you can create a follow-up request. This creates a new ticket that references the closed ticket and also pulls the original ticket data into the new ticket.
To create a follow-up for a closed ticket:
1. Open the ticket and click the Create follow-up link at the bottom of the page.
2. Update the ticket data as needed and then click Submit to save the new ticket. You will receive an email notification for the new ticket. The new ticket will be marked as a follow-up, as shown here:
Account Setup |
Tickets |