A ‘HOW TO’ GUIDE TO THE RAPID RESPONSE TEAM TICKET SYSTEM In order to enhance our existing support system and to reduce resolution times, B2BGateway is proud to introduce the Rapid Response Team. In this demonstration we will explain how to use the new Rapid Response system from within your client portal. The first thing you'll have to do is log into your client portal from www.B2BGateway.Net. You do this by clicking "client login" and entering your username and password. Once in the client portal, you will see a new icon for the Rapid Response Team. Clicking this icon will bring you to the new support page where you can see open and closed support tickets. Revised 08-13 [email protected] | +1 401-491-9595 1 A ‘HOW TO’ GUIDE TO THE RAPID RESPONSE TEAM TICKET SYSTEM Most importantly – keep an eye out for support requests that require your feedback. You will be notified by email when a task's status changes or when feedback is required. You will also be notified about tasks that require feedback in the RRT's support dashboard. To create a new RRT support request, click "create new request". A new window will pop up asking for support ticket details. Please type a detailed description of your support request, including any document types affected and the specific document numbers if available. • Choose the trading partner from the drop down that this request is linked to. • Choose your preferred contact email or type in a new email address. If this field is left blank, all the contacts on your account will be emailed. • Choose a start by date and finish by date. (*noting that the finish by date may be adjusted by B2BGateway) • Finally, upload any related files and click “submit.” Revised 08-13 [email protected] | +1 401-491-9595 2 A ‘HOW TO’ GUIDE TO THE RAPID RESPONSE TEAM TICKET SYSTEM Once submitted, you will be able to see the details of the support request and enter any additional notes that you may have forgotten. Back on the RRT's support dashboard, you will see that the new support request is "Queued". Again, you will be notified by email when any updates are available or when feedback is needed. This new system has been designed to reduce task response time and allow greater transparency for our clients in the task resolution process, however, feel free to reach out to your support engineer and they will be there to help resolve your issue as they always have. Thank you for your time and we appreciate your business. Revised 08-13 [email protected] | +1 401-491-9595 3