When you are logged into the ionlake platform you will have access to the platform help system. This is a convenient place to get assistance without having to write a separate email or make a phone call. Our support team usually responds to support requests within 1-2 hours during the regular business hours M-F 8:30 AM – 4:30 PM Central Time (except holidays).
To use the help application, click on the life preserver icon
Once in the app, you will see a list of any previous support issues that you have created.
To create a new support request, click on the “+ New Issue” button select the app you have a question about, type a brief summary and a description. Be as concise as possible, if it is a reproducible issue, steps to reproduce really help a lot. When you click save, an email is generated and sent to our support team.
You will receive an email when a member of our support team updates an issue.
You can click on a support issue in the list to view the comments that have been added to an issue, and when viewing an issues, you can add a comment by using the “Add Comment” button.