Support Processes
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      Support Centre Information

      Access to the Customer Portal

      IEG4 Support Centre   - (HUBSPOT SUPPORT)

       

      Access to the Customer Portal:

      To access the Customer Support Portal, use this link: https://support.ieg4.com/tickets-view which takes you to the ‘Sign-in’ page here:

                           For those customers who already have an account:

      • Enter your ‘Email and ‘Password’ in the relevant fields.

       

      • From here you have the option to request a new password if you have forgotten your usual password. Just click on the link ‘Forgot Password?’.  The following will display, and an email will be sent to your email box giving instructions on how to change/reset your password:

      • If you are using this facility for the first time and do not yet have an account, you will need to use the: ‘Don’t have an account’ ‘Register here’ link which will open to display the ‘Set up your password’ page: -

       

      • Enter your ‘Email’ and a ‘Password’, then enter the Password again in the ‘Confirm password’ field. Tick the box to indicate you agree to allow IEG4 to store and process your personal data.   Then, click ‘Save password’ button which will generate an email for you to verify your email address (like this): -

      • Click on the ‘Verify email address’ button.  After verifying your email address, you can now sign in here: -

       

      • Once signed into your account, it opens to show the ‘Tickets page’ here: -

      • From the Tickets page it is possible to carry out the following actions:
        • File/Log a Support Ticket
        • View details/updates in previously raised ticket, and respond to queries being asked by the support desk in relation to your ticket
        • View tickets raised by yourself or other members within your organisation.
        • Access the ‘Knowledge Base’.
      • On the ‘Tickets’ page, where you have previously raised tickets, a list of these will be displayed (like this):

      • Use/Click the ‘View’ drop-down and select either ‘Organization tickets’ or ‘My tickets’ for viewing:

      • To view the ticket detail, click on the required ticket which will display the details (like this):

              

      • To return to the Tickets page/list, click the link ‘View all Tickets’ in the top left-hand corner of the page as circled blue below.

       

      Log a new support ticket:

      • From the Tickets page, it is possible to log a new ticket using the ‘File a Support Ticket’ link (located in the top right of the page) which opens to shows the following template:-

      • Note: the ‘Email’ field is set by default to the user’s email. (This is a mandatory field).
      • Supply values to each of the following other fields:
        • First Name (picks up last values used - optional field)
        • Last Name (picks up last values used - optional field)
        • Subject (picks up last values used – mandatory field)
        • Ticket Description (picks up last values used - mandatory field)
        • Product (sets by default to ‘All’)
        • Ticket Type (use the tick box to select the required option)
        • Priority Level (use the tick box to select the required option)
        • Product URL (enter the URL which relates to the issue being reported)
      • ‘Attachments’ (you can use this feature to upload an attachment to the ticket).
      • Click the ‘Submit’ button at the end to save the data and generate an Acknowledgement message like this: -  

      • The Support Desk will then pick up the ticket and it will be assigned to a member of the Support Team for attention – you will then receive email notification that your ticket has been assigned – like this:

      • Use the ‘View all Tickets’ link (located at top left of the page) which opens to show the ‘Tickets’ page and contains the newly created support ticket (like this): -

      • The new ticket is created and displayed with a status of ‘OPEN - NEW’.
      • At this point you will have received an Acknowledgement email (like this): -

                        

      • To add to the existing ticket, simply click on the ‘customerportal.ieg4’ link in the email and this will take you back into the ‘File a Support Ticket’ page where you can then click on the ‘View all Tickets‘ link and re-access the required ticket.
      • Add further information to the ticket or send a response by typing in the section marked ‘Write a response…’ like this: -

       

      • Click the ‘Send’ button (located in the bottom right corner) when you are done.   The ticket will now have updated with the extra detail.

      Please Note:

      Once the ticket status is set to ‘RESOLVED’ users will still have the option to reopen/add further content to a ticket (and at this point the ticket status will automatically change to OPEN-NEW).

      When the ticket is set to status ‘CLOSED’ users will not be able to re-open it, a new ticket will need to be Logged.

      Knowledge Base Articles:

      Knowledge Base articles will be accessible via this link: https://support.ieg4.com/knowledge.   The following page will open and shows all the available product categories for which articles exist:

               

       In the ‘Search for Answers’ field, start typing text related to what you want information about e.g., ‘Community Forms’, then hit the Return key.   A list of articles matching your required topic will appear for you to select from.

      Where no related articles are found, the following message will display e.g.:

      If this happens, please then proceed to ‘Go to Customer Portal’ link, to log a support ticket.