Logging Support Calls with IEG4

IEG4 SUPPORT DESK

All support calls should be raised via our web portal: https://ieg4.zendesk.com.

On accessing the above link, the following will be displayed:

If using this facility for the first time you will need to create an account.  Click on the ‘Sign up’ link which will open to display the ‘Sign Up to IEG4’ Form e.g.:

Follow the instructions i.e. fill out the form as required (including ‘I’m not a robot’) – so it will look like this:

Click the ‘Sign up’ button which will display this:

Click on ‘Close’ to remove this from view.

Check you have received the email – the contents of which should look like this:

Click the link in the email - opens the secret password form below – enter your desired password and click on ‘Set password’ e.g.:

The page below is displayed – you are now ready to submit your first Support Desk Request.  

Please note the wide range of information available within the knowledge base organised into product and subject areas and the promoted, topical articles also displayed.

To submit a Support request - click the link i.e. ‘Submit a request’ (see top right-hand corner) – the page below is shown.  Enter details in the fields, and click the blue ‘Submit’ button at the end when you are finished:

Please note that as you start to type in the subject of the support call, the system will list articles within ZenDesk which are suggested to you as potentially containing relevant information. In the example below i have started to type eDesigner and the system has suggested a range of potentially useful articles available to me. 

Hopefully one of the suggested articles may be of interest and potentially address the subject of the call and prevent the call be logged. 

If you do continue with the support request, your request will now have been sent to the Support Desk and you will receive acknowledgement that it has been received which will include a Support call Id number.