Priority Response Tickets - Add a New Ticket - How To

Question: How do I Add a Ticket using the Priority Response system?

Answer: 

To Add (open, create) a (new) Ticket using the Priority Response system please read the following information carefully.   

A. Introduction

B. The Procedure - Step by Step

Step 1: Access the Priority Response system

Step 2: Identify Yourself

Step 3: Add a Ticket

C. Troubleshooting

Please review all information from beginning to end before proceeding. Look over the Troubleshooting section  as well. This will point out pitfalls and questions that have arisen in the past to help you stay clear of common problems and/or resolve them quickly.

 

A. Introduction

Work with TIckets using the Prioirity Response system. Our Response Center receives IMMEDIATE notification whenever you Add a Ticket. Please do NOT NOT NOT use eMail to add a ticket, reply to, edit, respond to notifications about or otherwise work with Tickets.  The Priority Response system provides the "tools" to add and manage Tickets and ensures that your Ticket issue is resolved as quickly as possible.

  • These instructions assume that you have a basic knowledge of how to work with a computer equipped with a graphical user interface (GUI) such as Windows and that you are familiar with an internet browser such as Internet Explorer (IE). If you do not have these prerequisites you may wish to get someone to assist you.
    • In cases where we give hints to the operation of the computer, the operating system or the browser, these hints are based on the assumption that you are using Microsoft Internet Explorer (IE) as your browser on an Intel based PC running Windows XP. Windows 2000 and versions of Windows later than XP, generally are similar in operation but details may vary slightly from version to version.  
  • It may be helpful to have these instructions in a printed form. For novice users we strongly suggest printing these instructions. To print, look for the three icons in the top right of this article, they are near the Logout and Help buttons. If you cannot see these icons or buttons use your mouse to scroll the screen view further to the right. Mouse over the icons and you will see what they do. Click on the middle icon to print out this information. Then respond to the prompts and printing instructions provided by your computer.
  • Within this document
    • The ">" symbol means "click on".
    • Information tagged as Hints may be unnessary for experienced users.
  • These instructions should be followed EXACTLY. If something does not appear to work for you, back up a step or two and review the instructions again carefully. Do NOT skip steps.

B: The Procedure - Step by Step

Please Do Step 1 ... then Step 2 ...  then Step 3.
  • Step 1:  Access the Priority Response system.
  • Step 2:  Identify Yourself
  • Step 3:  Add a Ticket using the Priority Response system.

 

Step 1:  Access the Priority Response System.

  • > www.richmondrc.com
    • Hint: > means "Click On"
    • Hint: Or type www.richmondrc.com into the address bar of your web browser and press the Enter key.
  • > Welcome
  • > Support Services
    • Hint: See the middle of the menu bar near the top.
  • > Priority Response - VERY FAST - We respond within 1 Business Day [New Window]
    • Hint: Look about 3-4 lines down from the top 
    • Recommendation > [New Window] to open in a New Window

Step 2: Identify Yourself

The next steps depend on if you HAVE or HAVE NOT registered previously to use our Priority Response system. Normally Step 2.2 is only done once... i.e. when first using the Priority Response system.

  • If you HAVE registered previously please follow the instructions in 2.1
  • If you HAVE NOT registered previously please follow the instructions in 2.2

2.1) If you HAVE registered previously to use our Priority Response system continue here:

  • Login for PRIORITY RESPONSE
    • Hint: Move your cursor to the blank Login box about 1-2 inches down near the left edge below the Login for PRIORITY RESPONSE title.
    • Hint: If you followed our recommendation your Login will be your email address that you supplied the first time when you registered to use the Priority Response system.  
    • Hint: Type your login. (usually all lower case)
    • Hint: If you do not have a login and password, follow the New User? First Time? Takes 1 Minute! Immediate Setup! link
  • Password
    • Hint: Move your cursor to the blank Password box
    • Hint: Look about an inch to the right.
    • Hint: Type your password
    • Hint: If you followed our recommendations, your password will be all lower case text followed by some numbers
  • > Go
    • Hint: You may get a prompt from Windows at this point asking you if want Windows to remember this password. > Yes or > No.
      • Hint: Choosing Yes will avoid having to re-enter the password in the future
  • > Priority Response (Tickets)
    • Hint: See the middle area of the menu bar near the top
  • See Section 3 below

2.2) If you HAVE NOT registered previously to use our Priority Response system please do this:

  • Consult the related document (see below) entitled "New User - Registration for Priority Response" and follow the instructions there.
  • After Registering if you have not logged out and logged back in we recommend that you do so.
  • Then Go back to Step 1 and then go to step 2.1 and Step 3.
    • Hint: This ensures a clean exit and restart after the registration process.

 

Step 3:  Add a Ticket. 

  • > Add a Ticket
    • Hint: look near left side of screen about 1-2 inches from the top
  • Provide a brief Summary of Feedback, Problem or Question
    • Hint: Move your cursor the blank box below the title Summary of Feedback, Problem or Question
    • Hint: Type the Summary information
    • Hint: i.e. Shipping Damage, How do I do such and such etc
    • Hint: If you put the product name (i.e. Apache) or part number (i.e. VMA-A140X) in your Summary or can describe the problem relative to common modelling terms (i.e. CG)  or components (i.e. covering), you may be able to get the answer you are looking for by then clicking on Search in Articles which will search our Knowledge Base for articles that may be able to help you.  
  • Select the Product from the product pop down menu
    • Hint: Click the down arrow and scroll the slider bar to see the products.
    • Hint: Choosing the product will help speed up processing of your Ticket. If your product is not shown, choose from one of the generic (i.e ...OTHER) or choose Not Selected.
  • Select the Category by scrolling the slider bar.
    • Hint: Choosing the category will help speed up processing of your Ticket. If no category is suitable for your purposes choose Not Selected.
    • Hint: i.e. PROBLEM - Shipment - - , Question after Purchase etc.
  • Provide a Description of your problem, issue or question.
    • Hint: Move your cursor to the blank box below the title Description
    • Hint: Type the Description.
    • Hint: Include information about where you made your purchase.
    • Hint: Include your customer number if known. It helps identify you
    • Hint: Include your invoice number if known. It helps identify your purchase.
    • Hint: i.e. My customer number (top center of my invoice) is #####. The invoice number (top right of my invoice) is #####. My whatchmacallit has arrived and I have inspected it and found that suchandsuch is broken.  I have read over all of the Read Me First documents that came with my invoice and the product manuals etc and would like to know what to do next
  • > Send
    • Hint: > Send & Attach if you can attach pictures of the problem or pictures that help illustrate your issue using your digital camera  
  • > Logout
    • Hint: The Logout button is located in the menu bar near the top of the Priority Response Window. Look for the menu bar below the Graphic labelled KNOWLEDGE BASE... the first entry (leftmost) in the menu bar is Articles, then Most Popular Articles... keep going towards the right looking for Logout.
    • Hint: You may need to scroll the screen view further to the right in order to see the Logout button in the Priority Response menu bar.

 

C: Troubleshooting

1. These instructions should be followed EXACTLY. If something does not appear to work for you, back up a step or two and review the instructions again carefully. Do NOT skip steps.

2. Write down your login and password information exactly as you entered it and as you are entering it. Safeguard this carefully. The vast majority of inquiries we get are from people who have lost or forgotten their login and password.

We strongly recommend:

  • Use the KISS (Keep It Simple Stupid) method but something that is unique to you.
  • Use all lower case letters as in xxx not XXX. Do not mix case like AbCe. You will forget if you mix case.
  • For your login (sometimes referred to as username)... use your email address
  • For your password... use your formal first name followed immediately by a string of 4+ digits that mean something to you.
    • Some examples of passwords appear below:
      • david1963  as in david not dave and as in 1963 for year of birth
      • robert19581126 as in robert not bob and 19581126 as in YYYY (year) MM (month) DD (day) i.e. in this case 1958 Nov 26th.
      • rebecca94302 as in rebecca not becky and as in 94302 your zipcode
      • richard1969 as in richard not rick and as in 1969 the year man first landed on the moon

3. Reboot from COLD COLD COLD: Sometimes computers, web browsers and web browser "cookies" get muddled up. This is particularly the case with older computer systems having limited memory and/or older versions of operating systems such as Windows 98. You can spend a great deal of time mucking around trying to solve problems and never actually figure it out.

Before you drive yourself crazy, start tearing boards out of your computer or reloading software...

  • Save all your unsaved computer files.
  • Close your browser and all other software applications.
  • Shut all hardware down. Everything... computer, monitor, router, modem, power... the whole works.
  • Wait til the computer is making no noise at all and then:
    • Power up your modem and/or router
    • Power up network switch, hub etc
    • Power up your monitor
    • Power up your computer
  • Fire up your internet browser before doing anything else with your computer.
  • Try to access Priority Response.  

4. I Added a Ticket. The Response Center received my Ticket and asked me for some information. I sent the information back to them by email but never heard anything more. What's going on?

    • Well, you used email to manage a Ticket. It likely got mixed in with the several hundred general sales emails, spam, come-ons for get rich quick schemes, cheap drugs and other nefarious drivel. Our sales staff may or may not see it and forward it to our Response Center. It could take days or it may never happen at all.
    • If this happens to you, we suggest going back to the Ticket system and adding your information again within the Ticket system.
    • Please remember the following:
      • Work with TIckets using the Prioirity Response system. Our Response Center receives IMMEDIATE notification whenever you Add a Ticket. Please do NOT NOT NOT use eMail to add a ticket, reply to, edit, respond to notifications about or otherwise work with Tickets.  The Priority Response system provides the "tools" to add and manage Tickets and ensures that your Ticket issue is resolved as quickly as possible.