Creating Support Tickets – What information does RMH Support need?

We are here to help you resolve customer issues but we can’t do it without your help. A properly created ticket increases our ability to provide a timely and successful resolution for your customer’s problem.

Before you create a support ticket:

  1. Check our community and how-to section on the support site: https://rmhpos.zendesk.com/hc/en-us. Our content is continually growing in this area and the fastest way to solve a problem is to find an answer that already exists.
  2. Do as much fact finding and troubleshooting as you can with the customer. The more information we have about the issue the more likely we can resolve it during our initial response.

When you create a support ticket, please provide as much information as you can. Here are some examples of what we need to know:

  1. A detailed description of what steps the customer was taking in RMH and the result they experienced vs. what they expected to happen. The ability to reproduce the issue in a test environment is what we’re trying to achieve.
  2. What version of RMH are they running?
  3. If the issue is performance related, provide as much information about customer environment as possible, such as:
    • - How many POS stations are in their store?
    • - Where the database is hosted (dedicated server/co-hosted on the POS station)?
    • - How are the POS station and database server connected to the network (wired or wireless)?
    • - Size of the database (if the problem is performance related)
    • - POS and database server hardware configuration – CPU, RAM, disk type
  4. If the problem is related to printing or a peripheral, please provide the make and model of the device as well as how it is connected to the system
  5. Try to fill all available fields of the ticket
  6. If you are filing a ticket related to licensing, please make sure you provide the following information:
    • - Is your license NFR?
    • - Please provide the token number that is causing the problem
    • - Please provide the order number
    • - Are you activating a fresh license?
    • - Do you wish to change any store details?
    • - Please provide the error message while activating the license

Taking a few extra minutes up front can save hours or even days of time to resolution! Help us help you do a better job for RMH customers.

Please enter the details of your request. A member of our support staff will respond as soon as possible.

Customer's business name, not a reseller name.

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