Getting Started

Learn the basics about using RTSM, how to access reports, and how to request help.

Chat Support

Question:

How to Start a Chat Conversation?

Answer:

Note: This is only available beginning with version 24R1.

A blue Chat icon will be visible in the bottom right corner of each page in the RTSM study.

Chat Button

To start a chat conversation:

  1. Click the Chat icon.
  2. The system automatically fills in the name and email of the user currently logged into RTSM.
  3. Enter the Phone Number (optional).
  4. Enter the initial message to be relayed to the Global Service Center team, including:
    a. Study Protocol Number
    b. Site Number
    c. A brief description of the inquiry/request
  5. Click Start Chat.
Chat Support

Note: Chat support is available 24/5 (Monday – Friday). A Help Desk ticket is automatically opened containing the chat history once the chat concludes.

RTSM