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Getting Support

There are several ways to get help with RAM, and most start from the support icon in the top bar.

Where to Find Help​

WhereWhat you get
Support icon (top bar) or Need Support (bottom of the left sidebar)Opens RAM Support with four choices, listed below
My Tickets in your account menuYour tickets and a New Ticket button
Help icons (?) and tooltipsShort explanations next to features
docs.rescueagencymanager.comThese guides

The RAM Support window offers:

ChoiceUse for
Access & Browse Help DocumentsOpens the documentation site
My TicketsSee your open tickets, report a problem, or request a feature
Create New Support TicketReport a problem or ask a question
Request an EnhancementSuggest a new feature

RAM Support window with documents, My Tickets, Create New Support Ticket and Request an Enhancement

My Tickets​

Open it from your account menu (your photo or initials, then My Tickets).

My Tickets page with the New Ticket button, recent tickets, and More ways to get help

The page shows your recent tickets and a New Ticket button. Under More ways to get help you'll find Request an enhancement, Documentation, and Beta community. For an urgent problem during a live incident, use the Email support directly link at the bottom.

To see every ticket, open the full list. You can filter it by Status, Priority, and Severity.

Ticket Status​

StatusMeaning
SubmittedReceived, waiting for review
In ProgressBeing worked on
ResolvedThe issue has been fixed
ClosedThe ticket is complete

Adding to a Ticket​

Open the ticket and use Add Reply to write a comment. You can attach files. You'll also see replies from the support team in the same thread.

Creating a Ticket​

  1. Select New Ticket on My Tickets (or Create New Support Ticket in the RAM Support window)
  2. Fill in the Report an Issue form
  3. Select Submit Issue

Report an Issue form with Issue Title, Description, Severity, Type and optional detail fields

FieldWhat to enter
Issue TitleA short summary (required)
DescriptionWhat's wrong, in detail (required)
SeverityLow, Medium, High, or Critical
TypeFunctional Issue, UI/Visual Issue, Performance Issue, Security Issue, Data Issue, Integration Issue, or Other
Steps to ReproduceOptional. What you did, step by step
Expected BehaviorOptional. What should have happened
Actual BehaviorOptional. What happened instead
AttachmentsOptional. Images, PDF, text, Word, Excel, or ZIP files

After you submit, RAM shows a confirmation with your ticket number.

Writing a Good Report​

  • What happened: "When I select Add certification, nothing happens."
  • What you expected: "The certification form should open."
  • Steps: "Certifications, then Add certification."
  • Your setup: "Chrome on Windows 11" or "Safari on iPhone."

Screenshots help a lot. On Windows press Win + Shift + S, on a Mac Cmd + Shift + 4.

Requesting a Feature​

  1. Open the RAM Support window and choose Request an Enhancement, or select it under More ways to get help on My Tickets
  2. Describe your idea. The form asks for an Enhancement Title, a Description, a Priority Level (Nice to Have, Important, or Critical), a Category, a Use Case, Who Would Benefit, and optional Implementation Ideas
  3. Submit it

Enhancement request form with title, priority, category and use case fields

Voting on Requests​

The Community Enhancement Requests list shows ideas from every agency. Filter it by status (Submitted, Under Review, Planned, In Development, Completed). Open a request to vote for it or remove your vote. Popular requests help decide what gets built.

Your Agency Administrator​

Many questions are best answered by your own administrator:

  • Questions about your agency's setup
  • Access you can't see (see Roles & Permissions)
  • Missing certification templates
  • Which features your agency has turned on

You can find administrators under Dashboard, Agency Info, Administrators.

Quick Fixes to Try First​

A Page Isn't Loading​

  1. Refresh the page
  2. If a blue bar says A new version of RAM is available, select it to reload
  3. Try another browser
  4. Check your internet connection

Can't Sign In​

  1. Check your email address for typos
  2. Select Reset password on the sign-in page
  3. Try a private or incognito window

A Feature Is Missing​

  1. Ask your administrator whether the module is turned on for your agency
  2. Your role may not include it

Not Receiving Emails​

  1. Check spam or junk
  2. Check Receive Emails under My Acct. Settings
  3. Add notifications@rescueagencymanager.com to your contacts

Urgent Problems​

For something affecting your whole agency (you can't get in at all, data looks missing, or a security concern), create a ticket with severity Critical and say what's affected. For an urgent problem during a live incident, email support@rescueagencymanager.com directly.

Contact​