How to Open a Support Ticket

Rochen provides 24/7 technical support coverage, and 9am to 5pm EST Billing coverage, via support ticket in our secure customer portal at: https://my.rochen.com 

To open a ticket, simply follow these steps: 

  1. Log in to your My Rochen customer account: 
  2. From the My Rochen dashboard you will see two different ways to access your ticket area: 
  3. Click on “Submit Ticket”
  4. On the next screen, fill out your relevant ticket details: 
    1. Department (Billing or Support)
    2. Urgency
    3. Related Service – choose which of your Rochen services the ticket applies to
    4. Enter a subject
    5. Enter a message
    6. If you a file to attach, such as a screenshot, you can do so here
    7. You can add more files, as necessary
    8. Click on “Submit Ticket” once you’re ready to send your message

Our Rochen team will review and reply to your submitted ticket in due course. While some issues may take longer to fully resolve, our average technical support response time is within fifteen minutes. Billing support tickets are answered as quickly as possible between 9am and 5pm EST, Monday to Friday. 

Once we have replied, you’ll see our response listed at the top of the ticket. You can then reply further towards the bottom of the ticket: 

 

Updated on April 28, 2021

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