How to Place a Request for Remote Support via MyRicoh - Quick Reference Guide
General Information Initiating a Service Request for Remote Support via MyRicoh
The MyRicoh Support Site provides the MS onsite team an
optimized centralized hub for support information and ingress
point for requesting remote support assistance. The MyRicoh
site offers MS Onsite staff the following options:
Access to Prior Customer Service Equipment
requests and Service History for the same
device.
Targeted Links to Self-Service Knowledge
Articles and How to Videos to aid in self-help
resolution.
Optimized option to engage Remote Support
team via Live Chat for issues determined to
be ‘Remotely Resolvable’ based on Device
Model + Problem Type.
Benefits of Utilizing MyRicoh
Leveraging MyRicoh as the main channel for remote support
and assistance to troubleshoot and fix an equipment issue
benefits both the customer and internal Service Delivery
support teams in the following ways:
Saves time by leveraging the onsite team as
first responders. The site will gain more
run-time on the production print device
instead of experiencing downtime by
waiting for a technician to arrive.
Decreased operating costs by saving money
on expenses like mileage for a Field
Services Technician to drive to and from a
site, which is a better use of resources and
an eco-friendly resolution.
Increased customer satisfaction and
confidence because they
know, “Our onsite Ricoh team can handle
these situations.”
When equipment needs servicing, or you need to engage the
remote support team for troubleshooting or assistance with
‘How To’ questions on-site first responders should follow the
steps below to initiate a Hardware Service Request (SR) and
engage the remote support team for assistance via MyRicoh
(and Live Agent Chat).
1. Login to MyRicoh at https://my.ricoh-usa.com
2. Once Logged in select Equipment & Supplies > Place a
service request – select equipment first from the
Navigation menu.
3. Locate the device requiring service and select the Request
Service link next to it.
4. Within the associated field prompts, select the problem
that best matches the issue you are having along with any
System Error Codes, and Problem Description and hit the
Go button.
5. If the issue (combination of Device Model + Problem
Type/Details selected) is eligible for remote resolution,
you will receive Chat Pop-Up message like the one below
to Chat Live with a Remote Support Technician.
6. Select the Begin Chat option to Chat live with a Remote
Support Technician
NOTE: Availability of Live Agent Chat via the MyRicoh SR
Submission form is dependent on the following conditions:
• Time of Day: Monday thru Friday 8am ET to 8pm ET only
• Device Model of EID selected: Live Agent Chat is
available for Office Print devices only.
• Problem Type and Details: Availability of Live Agent
Chat is limited to Problem classification types offering
the highest opportunity for remote resolution. (i.e., Fax
Issues, Print/Scan Issues, System Error Codes or
Messages, Print Driver Issues, How To Questions, etc.).
 Initiating a Live Agent Chat Session Creating & Submitting a Service Request via MyRicoh

1. If you select the 'Begin Chat' option, a Chat session with a 1. If you select the ‘Create Service Request’ option, or if the Device
Remote Support agent will be initiated, and you will be + Problem Type selected is not eligible for Live Agent Chat you
prompted to verify information prior to starting the will be taken to the screen below where you have the following
session. options:
a. Email Address
b. Equipment ID or Serial Number
c. SC Code and Problem Description
d. Once all information is confirmed click the Start Chat
button to initiate a Live Agent Chat.

a. Go to Knowledgebase – will take you to a list

of matching Knowledge Articles in the Global
Knowledgebase based on Device + Problem
Description
b. Have Technical Support call me or Continue to
2. Once Start Chat is selected you will be placed in queue for Service – Will take you to the Service Details
the next available Remote Support Technician. screen to fill out additional details pertaining
a. The Remote Support Agent will continue to to the Service Request.
troubleshoot the issue until all remote resolution
efforts have been exhausted or mutually agreed
on by both parties.
b. If the issue cannot be resolved remotely the
Remote Support Agent will request a Tech
Dispatch and provide details of next steps along
with the Service Request number for reference.
2. On the ensuing screen verify information and fill out all
required fields under the Problem Details, Equipment
Details, and Contact Details sections.

NOTE: Alternatively, MS On-site support staff can also

initiate a Live Agent Chat session by clicking the Chat icon at
the bottom right hand-side of the MyRicoh website.
However, utilizing the Hardware SR submission form is the
preferred method of soliciting remote support as it utilizes
supplied information from the SR submission form to
determine remote resolvability and pre-populate helpful
information to aid in troubleshooting.

3. Click the Create Service Request button at the bottom of

the page to submit the request.

NOTE: Even if the Live Agent Chat option was not

selected, a Remote Support Technician may contact you for
technical troubleshooting over the phone if the issue is
deemed resolvable without an onsite technician.
 High Level Support Workflow

MyRicoh & Live Agent Chat Detailed Workflow