User Guide for RTC Support Helpdesk

The RTC Support Helpdesk system serves to channel any support requests and queries to the appropriate RTC staff for a variety of areas including IT, Estate & Maintenance, Academics, Student Services, Administration & HR, among others. All RTC community members (staff and students) are users. The system will ensure:

• Proper recording and documentation of all categories of support requests lodged by the RTC community.
• Turn-around-time for each support request, reminders, and escalation when the support request is pending.
• Record of all communication between the user and the agent while the support request is attended to.

When a support request is made by the user through https://support.rtc.bt, it is called a Ticket and assigned to relevant staff Agents that will correspond with the user until the support request is resolved or closed. Alternatively, users may directly email support@rtc.bt from their @rtc.bt email accounts with their support requests, and a Ticket will be created in the Support Helpdesk system autoamatically. Please note this may take slightly longer to be routed to the relevant support staff compared to creating a ticket directly in the Support Helpdesk website. For further enquiry on technical aspects of the system please contact the IT Office.

Basic User Guide:

Step 1: Enter this link https://support.rtc.bt/ in the browser.

Step 2: Login to the customer portal using your RTC credentials.

Step 3: User dashboard will be displayed:

Step 3: To create a new Ticket, click on Open a New Ticket.

• Select the help topic for which you want to send the support request.
• Write a Request summary.
• Write your issue in detail.
• Fill in any other requested information, depending on your help topic.
• Click on Create ticket. Your ticket will be sent to the relevant support team.

Step 5: To check your ticket status, click on Tickets. You will be able to correspond further with the relevant support Agent as necessary.