Accessing Support (Non-QHub users)

Learn how to Contact Support and ask Questions or Log error Reports and Suggestions.

Written By Grainne Reidy (Super Administrator)

Updated at February 9th, 2024

Report an Issue, Ask a Question or Make a Suggestion

  1. Access the Support System by clicking the Support icon.

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  2. Complete the Contact Support form. You can add attachments by clicking Add file.
  3. Click Submit. You will receive a confirmation message. The Incident is now automatically logged with the Zendesk system, and you will receive an email confirmation. The primary email support will also receive a copy of your email and attachments.  
      

See:

 Admin Layer (1.2) - iFinance -AIQ Academy

 Company General Overview (1.3) - iFinance - AIQ Academy

How do I Navigate the General Features and Facilities of the System?‍ 

How do I Use the Help Features in the System?

Accessing Zendesk

If you have administrative privileges, then you will be able to access all reported incidents for your Company. Otherwise, you will only see your own Incidents. Contact your Group (Practice) Administrator or System Provider who will provide you with access for your individual Company.

Viewing Requests

Log into your Zendesk account. Go to My Requests to view all your reported Incidents and their status. If you have permission to see organization-wide requests in this tab, you'll see all tickets raised by your colleagues under Requests I'm CC'd on.

Submitting Requests

You can also enter a new request from here instead of from AIQ. Click Submit a Request.


 

When the Incident has been investigated by your System Provider, you will receive an email response like this:
 

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Online Help

The Knowledge Base links to Help articles. Click Knowledge Base.
 



The Knowledge Catalog is constantly updated with new Queries and Answers from your Support Team.
 

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You can search for the query you have in the Search field at the top.


Clicking on the links on the left brings you directly to that section in the article.

 
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