Our customer support hub is a self-service tool that allows us to provide you with exceptional customer support. On the customer support hub, you will be able to:
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● View open/closed tickets for your organization
Sign into Customer |
Hub Browse to the login page: https://informationcontrols.na3.teamsupport.com/dashboard. Click ‘Log In’ in the upper right-hand corner of the page. |
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If you have logged into our customer |
hub before, you can enter your existing username and password. If this is your first visit, click the Create Account link. |
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Create an Account or Reset Password If we have your email address on file, you will be prompted to reset your password. Enter your email address and click the Reset Password button. Then, follow the instructions in your email to reset the password and login. |   |
If we do not have your email address on file, you will not be prompted to reset your password and should fill out the registration form as directed. When complete, click the Register Me button. |  |
You will be redirected to the sign in screen. Sign in with the username and password you just created to be taken to the customer hub’s landing page. |  |
Using the Customer Hub Once you’re signed into the hub you will be taken to the landing page where you can review your existing tickets or create a new one. |  |
Working with Tickets Please note that you may always create a ticket by sending an email to: issue@icico.com or by calling us at 815-484-2100 x1. |  |
From the Dashboard Tickets section you view your Open and Closed Tickets. If you have Manager permissions you can also view tickets for your Organization. You can sort on any of the columns, and you can export your list to a CSV file to view in Excel. |
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To submit a ticket, select ‘Submit a Ticket’ from the upper right-hand corner or clicking the Submit a Ticket button from the landing page. |  |
The ticket submission form will appear. The Title(Subject) field should contain relevant information briefly describing the issue or request. The Description should contain detailed pertinent information describing the nature of the request, to enable our Support staff to quickly evaluate your request. Please be sure to include an employee id, report name, or device serial number if applicable to your issue. You may add a screen recording to your ticket by clicking the black circle “Record” button. This will allow you to record your screen, as well as to optionally narrate with your voice, to show exactly what questions or issues you may have. The recording will be embedded directly in the ticket, and has a maximum of 5 minutes. The first time you use screen recording, you will be prompted to install a browser extension. To add attachments, just click on ‘Drop files here or click to upload’ button and navigate to the required file and upload it into the ticket. The maximum file attachment size is 25MB per file. You may drag and drop to this space as well, and attach multiple files. Once you have completed filling out the ticket fields, click ‘Submit Ticket’ and the ticket will be entered into the system. Your new ticket will display on your screen showing the Ticket Details on the left side and the description on the right hand side. You will also receive a confirmation email regarding your ticket submission with a request for additional information. |
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