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Question

Ticket Templates not running on schedule and I cannot make an IIQ Support ticket

  • March 20, 2026
  • 4 replies
  • 54 views
bwilkerson
Contributor
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I am sorry to have to put this here but the ability to submit a support ticket in our platform has disappeared.  There is no little icon in the lower right to open a support ticket.   

Also out ticket templates that are set to run on a schedule have not run in over a week.  Looking through my list of templates they all have the next run date as a date in the past like the example attached to this post.  

Is there a way support can reach out to me to look into this.  I did not know if there was a support email I could use.
 

 

“Have you tried turning it off and on again” - Roy Trenneman

4 replies

J
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  • JCooley_iiQ
  • Employee
  • March 20, 2026

Hi ​@bwilkerson,

 

To help get your iiQ Support Bot back up and running, please try the following:

  • Check Whitelisting: Ensure that the necessary URLs are whitelisted in your network settings. You can find the specific requirements in this guide: 

     

  • Disable Ad Blockers: Check if any browser extensions or ad blockers are active, as these often prevent the support icon from loading.

Regarding Scheduled Ticket Templates: Our Development team is currently aware of an issue where tickets are not being created on their intended schedules. They are investigating the cause and working on a fix.

In the meantime, since you cannot access the in-platform bot, you can submit a support ticket directly via email at support@incidentiq.com.

    J
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    • JCooley_iiQ
    • Employee
    • March 20, 2026

    ​@bwilkerson In the meantime I will create a ticket on your behalf. You should recieve an email for it shortly. 

      bwilkerson
      Contributor
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      • bwilkerson
      • Author
      • Contributor
      • March 20, 2026

      Hi ​@bwilkerson,

       

      To help get your iiQ Support Bot back up and running, please try the following:

      • Check Whitelisting: Ensure that the necessary URLs are whitelisted in your network settings. You can find the specific requirements in this guide: 

         

      • Disable Ad Blockers: Check if any browser extensions or ad blockers are active, as these often prevent the support icon from loading.

      Regarding Scheduled Ticket Templates: Our Development team is currently aware of an issue where tickets are not being created on their intended schedules. They are investigating the cause and working on a fix.

      In the meantime, since you cannot access the in-platform bot, you can submit a support ticket directly via email at support@incidentiq.com.

      Thank you for this.  The issue is happening on multiple computers even on my home personal computer which is not affected by any URL blocking.  You were correct about the ad-blocker though it seems with the IIQ chatbot.  This is new behavior for my ad-blocker so I did not think of that because of the other issue with the ticket templates.  Thought they may have been related.

      “Have you tried turning it off and on again” - Roy Trenneman
        C
        Contributor
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        • christine214
        • Contributor
        • March 20, 2026

        ​@bwilkerson Not sure if you have tried logging out and logging back in.  I had the support icon disappear once and all I needed to do was log out and log back in.  Hope this helps!

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