Customer Support

Introduction

Get instant support directly from your REM. The Support feature in REM allows you to contact the REM support team directly from your account. It provides a convenient way to log inquiries, submit support tickets, and track existing requests — all without leaving the system. All support requests are handled by the support team, ensuring prompt responses and seamless assistance within the system. This ensures that all support-related communication remains centralized and efficiently managed within your REM account.

Customer Support in REM App

The Support in the REM App allows you to conveniently submit new support requests and manage your existing tickets directly from the app.

How to Submit a Request

1. Log in to your REM account.
2. From the bottom navigation bar, tap on Menu.
3. Select Customer Support.
4. Tap on Contact Us.
5. Tap on the (+) icon to create a new request.
6. Enter the Title, write your Message, and select relevant Tags.
7. Tap the Submit button.

Your request will be successfully submitted to the REM support team.

Alternatively, you can reach out via email — simply tap on Email, enter your query, and submit it there.

Support Requests List

In the Contact Us section of the REM app, you can easily manage all your support requests (tickets).

• A list of all your submitted requests appears here.
• A Search bar is provided at the top to quickly locate any request by typing a keyword or ticket number.
• Each request displays:
  • Ticket Number (e.g., TCKT-1009),Title, Message Summary, Tag, Submission Date & Time, Status, Last Updated Date & Time

Viewing Ticket Details & Conversation

• Tap on any ticket from the list to open its detailed view.
• The ticket detail page shows:
  • Ticket information (number, status, title, message, tag, created date and time, updated date and time)
  • Full conversation history under Support Messages
  • Both your messages and replies from the REM support team are displayed chronologically.
• At the bottom of the conversation, you can type and send new messages to continue the discussion on that ticket.

Note: You can maintain complete communication history for each request directly inside the app — no need to switch between emails or calls.

Customer Support in REM Web

The Support in REM Web allows you to easily submit and manage support requests (tickets) through the portal.

• Log in to your REM Web Portal.
• From the left-side navigation menu, scroll down to the Support section.
• Click on Support to access the Support Center.

On the Support Center page:

• A welcome message is displayed, offering assistance for any queries or issues.
• You’ll see a Create Support Ticket button to submit a new request.
• Below that, a Support Tickets table lists all your existing support requests.

The ticket list displays:

• Ticket ID, Title, Tags, Status, Request Date, Actions (e.g., View)

A Search bar is available on the top-right corner of the ticket table to quickly locate any request by typing a keyword or ticket ID.

How to Submit a Request

1. Log in to your REM account.
2. From the Left navigation bar, click on Support.
3. Click on the Create Support Ticket to create a new request.
4. Enter the Title, write your Message, and select relevant Tags.
5. Click on the Submit Ticket button.

Your request will be successfully submitted to the REM support team.

Viewing Ticket Details & Conversation

• A list of all your submitted requests appears in Support Tickets table.
• Click on View button of any ticket from the list to open its detailed view.
• The ticket detail page shows:
  • Ticket information (title, requested by, created date, updated date, status, overview, tag)
• Full conversation history, Both your messages and replies from the REM support team are displayed chronologically.
  • At the bottom of the conversation, you can type and send new messages to continue the discussion on that ticket.