Website Support

Email

The most effective way of getting help is via our helpdesk ticket system. This alerts all support staff immediately a new support email, or a reply to an existing query is received. For new tickets, alerts are also sent to staff via SMS.

The system tracks all correspondence about each query on a Ticket, which is given a unique number. This enables you and our support team to keep track of the query and any associated file attachments or screen shots. We also use this to prioritise queries so that the most urgent are dealt with promptly and that no query can be left unanswered.

To create a new support ticket by email, send your query, together with up to 3 attachments, to the address below and you will receive an immediate notification telling you that the query has been logged:

To add to an existing ticket, simply reply to any of the emails you have received, making sure that the correct ticket ID remains in the subject at all times. The ticket ID is used to keep all the correspondence for a query together.

If you want to include other people in the ticket conversation, add them as CCs and they will be automatically included in all further replies

To help us maintain the highest level of service, please try not to: –

• reply to a ticket by sending a new email without the ticket ID – this will create a new ticket which will have to be manually merged with the previous replies
• forward a reply to a ticket to a different email address – it will bypass the support system altogether
• copy replies to staff email addresses – staff get email notifications of all replies anyway
• notify us of a new query or problem using an existing ticket reply – it won’t generate a SMS notification and a new ticket will have to be manually created

Note: if you email a member of staff directly, the email will not go into the ticket system and may go answered until they are able to check their emails and respond.

Online

All your support tickets are available to view online if you log into the support website. You can also reply to tickets from the support website.

The support website also provides access to our support knowledgebase and downloads.

Live Chat

Support by live online chat is available during office hours: 9:00 to 17:00. To start a live chat click on the Live Support ONLINE button from the ReZolve website or from the support website.

Telephone

Telephone support is available from 9:00 to 17:00, Monday to Friday. If a support representative is not immediately available, a message will be passed on as soon as possible and some one will call back, usually within one hour. If you cannot get through straight away it is a good idea to create, or reply to, a support ticket by email. This will give our support team time to investigate your query before calling back.

SOS Remote Access

We now offer direct support by remotely accessing your computer and allowing our helpdesk team access to your PC. This is as simple as clicking on link, downloading and running the downloaded app and emailing us the resulting 9 digit code. Find out more here: https://support.rezolve.co.uk/article/2-rezolve-sos-remote-access

SMS

SMS support is no longer available.