Welcome to Intellicomp Support!
Let us introduce ourselves
We’re happy you’re here! Watch a brief message from Kevin Kahn, our CEO, to learn what to expect:
Help Desk Hours of Operation
Normal Help Desk Support
Monday - Friday 8:30am - 5:00pm EST
You can reach us using any of the contact methods described in the next section.
- Calls are typically answered live.
- Issues may be resolved on the call or turned into a ticket for follow-up.
If all technicians are busy:
- Stay on the line, or
- Press # to leave a voicemail (recommended)
After - Hours Support / Emergency Support
Holidays, Saturday - Sunday, Monday - Friday 5:00pm - 8:30am EST
For urgent issues outside business hours, please call the Help Desk.
- Calls will go directly to voicemail.
- Leave a message with details of the issue.
Callback time:
- Typically within 15 – 30 minutes
Overnight coverage:
- Critical systems are monitored.
- Designated points of contact will be notified if an issue
is detected.
Contacting Help Desk
We want to make it as easy as possible to get in touch with our Help Desk, so we have several different methods of contact.
IntelliButtons (Preferred Method)
Use the IntelliButtons tool from your taskbar (colorful question mark icon) to submit a ticket.
- Click the above icon and follow the prompts
- Automatically includes screenshots
- Captures key system details up front
Watch the short video below to see how it works.
Email Support (Fallback Option)
If IntelliButtons isn’t available, you can submit a ticket by email. Remember, IntelliButtons automatically captures helpful screenshots and data, so you don’t have to!
- Include a clear summary of the issue
- Add screenshots or details when possible
- A new ticket will be generated with all included information
Emergency? Call Us Now
Use this option if:
- Work is blocked
- A critical system is down
- There’s an immediate business impact
Prefer not to wait on hold?
- Press # at any time to leave a voicemail
- Messages are reviewed every 15 minutes and escalated quickly
When leaving a voicemail, include:
- Brief description of the issue
- Urgency / impact
- Best contact number
Client Portal
Access Your Client Portal Here:
- Create and update support tickets in real time
- Track open and completed requests with full visibility
- Submit service request forms for faster processing
Don’t have portal access yet, or not sure if you do? Contact our Customer Success Team at CSM@intellicomp.net and we’ll be happy to help.
How to Get the
Best Support Experience
Provide as Much Detail as Possible
No matter how you contact us, include as much information as you can.
- Clear description of the issue or request
- Any relevant details or context
- Screenshots when possible
Communication & Updates
- A ticket is created and tracked in our system
for reference - Technicians will typically reach out via email
first - Please reply within the same email thread for
all updates
SMS Messaging (Optional)
We can communicate via text if preferred.
- Requires a mobile number on file
- No additional cost (standard carrier rates may
apply)
For Critical Issues
For Critical Issues
- Call the Help Desk (or leave a voicemail for quick escalation)
- Submit a ticket (IntelliButtons preferred)
- Then call to escalate