Please bring back the Help Center button

Hi Chris,

Thank you for taking the time to share detailed and thoughtful feedback with us. We completely understand where you are coming from—when a critical issue hits you need immediate, reliable access to help without any roadblocks.

While we don't have plans to bring back the legacy Help Center button, we take platform resilience and your ability to get support very seriously. The iiQ Support Bot is designed to be a constant fixture, so the fact that it disappeared for you across multiple browsers and incognito sessions is unusual and concerning.

We would like to dig deeper into what happened during those specific disruptions to ensure it doesn't happen again. Please either open a ticket or give us a call and let us know:

• Approximately what dates or times did you notice the Support Bot was missing?
• Were there any specific error codes on your screen, or did the page fail to load completely?

In the meantime, we want to reassure you that you can get help, even if the in-app bot isn't visible. You can always reach us via:

• Email Support: Reach out directly at support@incidentiq.com to automatically generate a ticket.
• Phone Support: You can always give our support team a call directly at (866) 899-9169.

Thank you again for helping us improve. We look forward to hearing back so we can investigate this for you!

Best regards,

Joel Hanley

Thanks Joel,

Of course in the moment I couldn’t think of the Support email and had emailed my Rep; who got me to support@incidentiq.com. I was even Googling is there a support number for IIQ and sadly only got https://www.incidentiq.com/contact returned. 

Have ticket: #100655493, #92324736 (I think loosely related), I swear there was another ticket where I mentioned these issues but cannot find it in your Support Bot.

Right now in investigating these tickets, it is frustrating that I cannot see the whole tread history. Just a chat dialogue with an initial title, description and status. But I cannot review the back of forth discussion with support. Not working in Chrome, but found it working fine in Edge. Ugh! 

• Were there any specific error codes on your screen, or did the page fail to load completely? No errors on the page displayed and the sites page seems to fully load, just missing the floating Support Bot.

Best Regards,

Chris

Hi Chris,

Thank you for providing those details. I’ll review your recent tickets and have someone from our team reach out directly with our findings—or to coordinate some testing if we need to troubleshoot further. Our priority is ensuring you and your team have seamless access to support whenever you need it.

I appreciate the callout on the website. I have been working with our web team recently and we will be releasing a new support page on incidentiq.com. We still need to make a few adjustments and then it should be available, with all of our contact information.

Thank you for helping us improve, and look out for an update from our team soon.

Hi,

Came here as well to say it was a little hard to find the help section. I had to reach out to another team member to confirm, before it was easier to submit a ticket for support. Just wanted to add that I do agree bringing back the help center button would be ideal.