Opening Tickets

Support Tickets

This page explains how to use the RegScale Support Ticket System as an Enterprise Edition customer to address technical and operational issues using the RegScale platform. (Support Tickets are a benefit of the Enterprise Edition.)

How do you use it?

Enterprise Edition customers can file Support Tickets via web or email for any issues encountered using RegScale.

Web: Visit Support Website
Email: Send to [email protected]

Filing a Support Ticket is the best way to ensure a prompt, tracked response to your issue.

Do I need a login to file a Support Ticket via the web?

Yes. As an Enterprise Edition customer, you will receive an invitation with a link to the support website to build your account for access to the ticketing system.

How do I get feed back on the status of my ticket?

Once your ticket is submitted, Customer Success Managers will review your issue and assign it to the appropriate resource for action. When complete, you will be notified by email that your ticket has been corrected, at which point you will be asked to test the issue is resolved. Once we receive your confirmation the issue is corrected, it will be closed and archived.

Periodic updates will be provided by email through the ticketing system for any issue that will take longer the 24 hours to resolve.

If you do not get a response within 24 hours of submitting a ticket, please contact your Customer Service Manager directly.