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Please Check This Page First Before Requesting Support

The new service portal is live! If you have any issues accessing or using the new service portal please send and email to support.

Our ticketing system and client portal is now available for all clients. To request access or submit a support request please send an email to support [at] restech [dot] solutions. You may also use the links below to access the client portal. Please note that the main client portal is for the ticketing system. The second portal is for remote access if you have been granted remote access to a monitored computer or server in your office.

For clients whose systems are not monitored and need a remote support session should click on the remote support link below. Please note that you must contact the support desk in order to have a remote support session generated. The online meeting room link is for accessing ResTech’s online meeting room for any remote meetings scheduled for the meeting room.

When contacting support there may be times when you are asked for your computer name. Please reference the FAQ section below for directions to find your computer name.

FAQs

How Do I Log In or Reset My Password?

To log into our site you must first be registered. We do not have open registration to our protected content. Clients, RTS Knowledge Base members, and attendees of our Get Savvy with Tech sessions will be registered and an email will be sent by the system to set your initial password. If you did not receive the new user email then proceed to the password reset steps.

Set Your Password & Initial Login (new users)

  1. You will receive an email from wordpress@restech.solutions. Please check your junk folder as the email may get filtered there.
  2. Click on the link to set your password. You can use the suggested password or set your own. Please ensure that the password gets a Strong indication for the system to accept it.
  3. Click on the Reset Password button to save your password.
  4. Click the log in link to log into the site.
  5. Enter your username or email address & password to log in.
  6. Once you are logged in you will be directed back to the home page.

Login & Password Reset

  1. In the blue bar at the top of the site click the Login link.
  2. Enter your username or email address & password to log in.
  3. If you forgot your password click on the Lost your password link below the login box.
  4. Enter your username or email address and click on the Get New Password button.
  5. You will be sent an email from wordpress@restech.solutions with a password reset link.
  6. Click on the link to reset your password. You can use the suggested password or set your own. Please ensure that the password gets a Strong indication for the system to accept it.
  7. Click on the Reset Password button to save your password.
  8. Click the log in link to log into the site.
  9. Enter your username or email address & password to log in.
  10. Once you are logged in you will be directed back to the home page.

If you still cannot log into the site then please send an email to support [at] restech [dot] solutions to open a support ticket.

How Do I Access Member Content?
  1. You will first need to log into the site.
  2. Once you are logged in you can then use any direct link you may have.
  3. If you do not have a direct link you can hover over the Resources menu item.
  4. From this menu you can access either the RTS Knowledge Base or the Client Portal depending on your account permissions.
  5. You will only see links to available resources for your user account.
How Do I Access the Service Portal?
  1. Click the Service Portal button above.
  2. On the login page you will have two sign in options, Sign in with Microsoft or Sign in with Gmail.

    *This documentation will be using the Microsoft option
  3. Select you sign in option and you will be redirected to sign in with the selected service.
  4. After you enter your email or username & password you may have an option to consent on behalf of your organization. If you are not sure about the option then do not check it or check with a manager.
  5. Click Accept.
  6. You will then be logged into the service portal. Please note that the options available to you may vary depending on your assigned permissions.
  7. After you log out the system may remember you and will reduce the login steps the next time you log in.
How Do I Submit a Ticket on the Service Portal?

In addition to the service portal you can send an email to support to open a ticket as well. The service portal is the preferred method as it will help guide you through the submission process.

  1. Once you are logged into the Service Portal click on the Submit a ticket option.
  2. Select the issue type.
    1. Selected I have a problem. (also can be used for requests)
      1. Provide as much detail as possible on the issue including steps taken that caused the issue, any error messages, if the issue can be reproduced, if the issue still occurs after rebooting, etc.
      2. Fill out the following information and include any screenshots, especially those with any error messages.
      3. You will then be taken to a summary screen with your ticket information.
    2. Selected Add or remove employee.
      1. Provide the following information:
        1. First Name
        2. Last Name
        3. Start or End Date
          1. For adding an employee set time to beginning of their first day
          2. For removing an employee set time to end of day
        4. Notes - please specify exactly what needs to be setup or removed for an employee and also indicate here as well if you need to add or remove an employee
      2. You will then be taken to a summary screen with your ticket information.
  3. After you've submitted the ticket you will receive an email from the system with the ticket info.
How Do I Check a Ticket's Status Or Update a Ticket on the Service Portal?
  1. Once you are logged into the Service Portal click on the Look up a ticket option.
  2. You will then be taken to the Tickets page where you can see all of your open and closed tickets. Select a ticket to open it.
  3. On the ticket screen you can see the ticket's submission date & time, current status, ticket contact, and any assigned technician. You can update the ticket by submitting a message with additional info and add attachments.
  4. If you need to cancel the ticket click on the ticket's status and you will get a drop down menu. In the menu select >Cancelled and click Save. Please note you may not receive any follow up on a cancelled ticket.
  5. If your company has opted to approve tickets before they are worked on the ticket will be put into a Waiting Client Approval status. An email notification will be sent to the primary contact about the pending approval. The primary contact will need to update the status to Approved in order to notify the help desk of the ticket. If they select Not Approved the ticket will be closed.
I'm a Manager, How Do I Approve or Reject a Ticket?

This section only applies if your company has requested to approval any submitted ticket before it is worked by ResTech.

  1. Once you are logged into the Service Portal click on the Look up a ticket option.
  2. You will then be taken to the Tickets page where you can see all of your open and closed tickets. Select a ticket to open it.
  3. When you open a newly submitted ticket you will notice that the status has automatically updated to Waiting Client Approval.
  4. Click on the ticket status and the ticket status selection window will come up. In the drop down select either the Approved or >Not Approved status to approve or reject the ticket. Click Save.
  5. The ticket status will immediately update.
How Do I Get Remote Access To My Computer?

To Get Remote Access To Your Computer:

Please note that this option is only available to clients who currently subscribe to our monitoring service.
  1. Send an email to support to request remote access.
  2. Remote access will be granted once the request has been approved.
  3. If approved, you will receive an email to setup your password to the Remote Access Portal.
  4. Set your password.
  5. Once your password has been set go to the main login page for the Remote Access Portal to login.
How Do I Remotely Access My Computer?

To Remotely Access Your Computer:

Please note that this option is only available to clients who currently subscribe to our monitoring service.
Please note that you will not be able to establish a remote session if your computer is offline.
  1. Log into the Remote Access Portal.
  2. Click on the Computers link on the left or at the top of the Dashboard page.
              
  3. You will then see a list of all computers you have been given remote access to.
  4. Click on the computer you want to access and a new screen will open. Click the Remote Access button.
  5. A new tab will open showing that the system is attempting to join you to the remote session. You may be prompted to run a download or open a application called ScreenConnect Client. Follow the prompts.
  6. Once connected you will see the remote session open. Treat the session as if you were sitting at your actual computer. Log off or lock your remote system when you are finished and close the remote session.
How Do I Get Remote Support If My System Is Not Monitored?

To Get Remote Support If Your System Is Not Monitored:

  1. Contact support to open a ticket or submit a ticket via the client portal.
  2. Support will review your request and will contact you if a remote support session is needed.
    1. Support will setup a remote session.
    2. Click on the Remote Support button.
    3. Enter the session code provided by the support rep.
    4. Follow the prompts to join the session.
How Do I Find My Computer Name?

To Find Your Computer Name:

  1. In Windows 10:
    1. Right click on the Start button.
    2. Click on System.
    3. Locate the Device name under the Device specifications section.
  2. In MacOS:
    1. Coming Soon

Legacy FAQs

How Do I Submit A Ticket?

You can submit a ticket two ways:

  1. Send an email to support.
  2. Submit a ticket using the ticket portal.
    1. Log into the ticket portal and click on the Tickets tab.
    2. Click on the Create Ticket button.
    3. Fill out the ticket details:
      1. Select the type of service needed (click the box, use arrows to navigate)
      2. Give the ticket a title (brief but descriptive issue of the problem you are having)
      3. Fill out the problem description and provide as much detail as possible including any steps to reproduce your issue. You may also include any attachments (such as screenshots or documents) that may be needed.
      4. Your contact info will be pre-populated for you. Please make any necessary updates for the ticket.
    4. Click on the Submit button to submit your ticket.
How Do I Check A Ticket's Status Or Update A Ticket?

To Update/Check A Ticket:

  1. Log into the Ticket Portal.
  2. Click on the Tickets tab.
  3. Locate the ticket you want to check/update and click on the ticket title to open the ticket.
  4. When viewing the ticket you can see all updates added to the ticket in the discussion section. This ticket is new and therefore has no updates on it.
  5. To add an update to the ticket, type in the discussion text box and then click the Submit button. The ticket window will then close.
              
  6. To cancel a ticket click on the Change Status button and in the drop down select the >Cancelled option. You then need to click on the Submit button to save the change.
  7. If your company has opted to approve tickets before they are worked on the ticket will be put into a Waiting Client Approval status. An email notification will be sent to the primary contact about the pending approval. You will need to update the status to Approved in order to notify the help desk of the ticket. If you select Not Approved the ticket will be closed.
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