RICOH Spaces has a support team dedicated to assisting all its users. In this article, we will walk you through our support process and how you can help us sort your query swiftly.
What can I ask the Support Team?
Support is here to help you with any RICOH Spaces questions or issues you are experiencing. By reaching out to us, you help us improve our platform, please do not hesitate to contact us. 😊
How do I contact the Support Team?
At the moment, you can only reach support via the RICOH Spaces web app.
Click on the '?' button at the bottom left of your screen. In the new window, ask your query or browse articles.
When can I expect an answer?
Our team aims to reply to you as soon as possible. You should hear from us within 24h (during working days).
The team works from Monday to Friday (excluding British bank holidays), from 9:00 to 17:00 British Time.
Something doesn't work, what do I do?
Here are the basic steps that can sometimes help greatly. We strongly encourage you to complete them before contacting us.
Refresh the page
Log out/in again
Check that your email address is correct
Clear your cache
Change something (for example the desk doesn't confirm the booking; try another desk, it doesn't save the information you have filled in; verify there are no special characters and all fields are complete)
Check the user guides: did you miss a step? Check the user guides available.
If that still doesn't work, please reach out to your location admin/s. They should be able to help you as they have visibility of all your location policies and recent updates.
How can I help support processing my query faster?
As much as our support platform provides us with basic information about you as a user, the more information you tell us, the faster we can investigate your query so many thanks in advance! 😊
Information you can include that helps us:
Platform/ Hardware used: Web, Mobile, Panels, Sensors
Your location
The space/s booked (if relevant and with the date)
Timeframe: a timeline of events (I booked my desk today for tomorrow, since last Thursday I can't book on behalf of someone etc)
The steps you have taken: for example, I logged in and clicked on Desk 54 on the Floorplan but it didn't open the booking window.
The number of users impacted: is anyone else experiencing this issue? How many (please, include their names when you can)?
Screenshots/ video recording: by showing us what you see or how you do things, you help us understand better the context of your query.
Console log: by providing us with a screenshot of your console log, we can understand better the situation.
In order to provide a console log just right-click on the page and hit inspect. This will bring up a page on the right side of your screen.
From here there should be a tab in this new page called "console". Click "console" and please take a screenshot of what appears.
What is the support process?
Thank you for asking! If our bot is unable to help you, you will be offered to talk to a person. One of your teammates will then receive your query. If we can help you immediately, we gladly do. If something is not working as it should with the platform, we will investigate it, first by trying to replicate your steps, and then by taking it to our dev team. The team will then work on solving your issue, then will pass it on to the test team and finally, release the fix.
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 really 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 come 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 😊