How do I report issues / ask questions / access the knowledge base?
If you are experiencing difficulties using RS Forecast or if you just have a question, there are various ways you can contact our support team to get assistance.
- Submit a ticket online
- Submit a ticket via email
- Using the online facility in the Rapidstart Helpdesk
All of these methods are linked to our online Helpdesk.
Submit a Ticket Online
To submit a ticket online simply click the Helpdesk option under your login id within Rapidstart, or go to https://support.rsforecast.com/portal/newticket and a form will appear in your browser window where you can add the details of the problem you have encountered or if you simply require help or assistance. Enter your name, email address and a subject description. Then enter in the details of your problem or question. Remember if providing details of a problem, it helps if you can describe what you were doing when the problem occurred and what happened after the problem occurred. Also enter the product name (just enter Rapidstart and the available options will appear or just click the magnifying glass to get a popup list), the priority, the classification (is it a question, a problem, a feature request or other) and enter in the digits displayed in the Word Verification. You can also add attachments if you wish (screen shots, files etc), then press the Submit button.
Your ticket will be submitted and an email will be sent (to the email provided) acknowledging receipt of the ticket and advising that a representative will respond as soon as possible.
Submit a Ticket via Email
To submit a ticket via email, open up your email client or web browser email and compose a new email. Address the email to support@rsforecast.com and for the subject title enter a brief but useful title for the ticket (for example "Having problem with payroll setup" or "How do I enter expense data") and for the body of the email provide a detailed description. For example, if you are reporting a problem, detail exactly what you did before the problem occurred, then how the problem manifested itself, and then any other steps you have taken since the problem occurred to rectify the problem. Also any relevant screenshots inserted into the email could be extremely useful. This email content is extremely useful, and any information you believe is relevant can help avoid a forward and backwards process to solve the problem.
Once your email is received by the helpdesk, you will almost straight away receive an email from the Helpdesk advising of its receipt and advising you of the ticket number (this is important, so don't discard the email until the problem has been resolved). If you have a registered login you can login at any time after that to see the status of the ticket. Once the ticket has been reviewed by a support consultant (usually within a couple of hours), you will receive a response from them either answering your question, resolving the issue OR asking further questions to try and ascertain the exact nature of the issue. This response will be on the ticket information and will also be emailed to you.
Online Chat
RS Forecast provides the facility for Administrators to chat directly online with a support representative. To use this, first access the Helpdesk (you can access this either from the menu when you select the "Helpdesk" option Rapidstart which you can access in the top right corner after you press the person icon) or just go to the Helpdesk website on a separate tab at https://support.rsforecast.com, then once you have logged in, simply look down to the bottom right corner of the screen, and you will see an image inviting you to chat:
Click on this chat button and a small popup window will appear. Enter your name, email address and the question you wish to ask and click the "Chat" button at the bottom. In the next 60 seconds, if there is a support representative available they will engage in an online chat with you to endeavor to solve your problem. If a support representative is not available at this time, your question will be entered in the helpdesk as a ticket and you will be notified via email. You should receive a response within a short period of time.
Registering Access to the Helpdesk
Whilst all the above methods will allow you to submit requests for help and assistance, if you register as a user of the Rapidstart Helpdesk, you can always track tickets, access the online Knowledge Base and access the Rapidstart Community discussions online. We strongly recommend this. If you have not registered, simply go to Rapidstart Forecast | Sign Up (rsforecast.com) , enter your name and email address and the 'Captcha' characters shown and then click the 'Sign Up' button. The support team will then receive an email to authorise your details and once they authorise, you will receive an email with a link to set up your password and then login to the helpdesk. Note that the password you provide for accessing the Helpdesk is independent of your Rapidstart password, but if you use the same password you can enter the same password for your login to Rapidstart as well as the Helpdesk.
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