In this article, you will find out more about our support process.
How The Bot Works
Talking with the RICOH Spaces Bot
1. The User clicks on the Help button on the web (bottom left of their screen, above their profile icon) or mobile RICOH Spaces app (via their profile section) or navigate to https://support.ricohspaces.app/ (bottom right of the screen)
2. Intercom chat opens
Home: Quick access to recent tickets, send a message to support or browse the Help Centre articles
Help: The Help Centre with all articles
Messages: History of conversations and ability to contact support.
Tickets: status of the user’s tickets
News: Keep up to date with our latest news
At the top left of the window, users can see the live agents.
3. User click on ‘send us a message’
The bot will automatically send a welcome message
The user can type in their query (not a Floorplan change)
Bot suggest article/s
User can
Close the ticket
Speak to a person
Show me more: it suggests you more articles
If the user selects to close the conversation, the bot asks for feedback
If the user selects to talk to a person, the bot will take them through a specific path
4. The user selected ’talk to a person’
The bot will ask where they are having an issue:
Web
Mobile
Web and mobile
Hardware and smart displays
The user selects an option
4.1 User selected Web /Mobile/ Web and Mobile
The bot will ask if they are suggesting a feature or not
if it is a feature, the bot will send them our Roadmap website where they can submit ideas.
if not a feature, the bot will ask 2 questions:
If they are having an issue
If they have a question
If the user selects nothing, the chat will close automatically
4.1.1 The user selected Issue
The bot will send a ticket form the user has to fill out:
Location/Floor*
User name
User email
Have you raised it before?
Previous ticket id*
Attachments*.
* Optional
Once submitted, it disables the reply option for the user until our team reply to them.
4.1.2 The user selected question
The bot will send them straight to our support team.
4.2 The user selected hardware and smart displays
The bot will ask the user to fill out a ticket:
Description*
If the issue is with the hardware or software*
Serial number of the device*
If the device is configured to be a room, Wayfinder or visitor panel*
Is the panel online/offline*
Once submitted, it disables the reply option for the user until our team reply to them.
Help Desk Updates
Why have we made changes?
Ticket system: Before, when a user was reaching out to support it was raised as a conversation. Now, users can create tickets and provide more details. This enables our team to understand the query better and consequently solve it faster.
Triage questions: The bot asks more questions than before, to solve user queries quicker. Someone having an idea for improving our platform does not have to wait for us to process their query, the bot will send it directly.
How to raise an issue
To raise an issue, please follow the user journey explained above. Once our team has received the ticket, they will investigate it. Should it be a bug, we will log it into our system so it can be fixed. Our support team will keep you updated on the progress through messages or by updating the ticket status.
Once solved, we will promptly ask you to try and confirm the resolution.
Users can check their tickets' statuses by opening the help window and navigating to the Tickets tab. By clicking on a ticket, they can visualise more details.
Floorplan change
For Floorplan changes, users simply have to type in 'Floorplan Changes ' in the pop-up support window. The bot will take them on a specific path where they can fill in the needed information so our team can process the query swiftly.
Feature request
To submit a feature request, users can open their help centre chat, reply to the bot and select 'Speak to a person'. The bot will ask for which area of the platform that is, please select web, mobile or web and mobile. and when the bot asks if it is a feature request, select yes.
The bot will send you our roadmap website where you can submit ideas.
Question
Our bot will help you best with your question. Should you need to speak with one of our agents, follow the user journey to ask a question 🙋
Tickets Portal
The tickets portal provides you with a view of all relevant tickets from your organisation. You can see in real-time a view of all tickets in one place, understand their current state, or historical state, and reduce duplication.
Note: the portal is only available to administrators and will require you to contact support in order to gain access. Thank you
FAQ
When can I expect an answer?
Our team aims to reply to you as soon as possible. You should hear from us within 24 hours (during working days).
The team works from Monday to Friday (excluding British bank holidays), from 9:00 to 17:00 UK Time
I haven't heard from you since my last message, what do I do?
We apologize for any delay in our answer. It sometimes takes time to investigate your query and we appreciate your patience. Please note that we are aware of all our current tickets and raising new ones for the same issue won't help us sort it faster. If we haven't replied to you and you would want an update, please, use the original chat and our team will get back to you as soon as possible.
How do I thank the support team?
We are trying our best to help you as best as we can. Once your query has been solved, we will close it. You can then rate your satisfaction and leave us written feedback. Thanks in advance, we regularly check it and knowing we were able to help always makes our day 😊