Submitting Service Request

IES CRR Support Center

Welcome!

The IES Service department is reaching out to begin the CRR Customer on-boarding process and guide you through the process of communicating your needs though our program.

What is the Customer Records and Restorations Database (CRR)?

All events and communications are logged into our CRR. The status and history of our customer inquiries are available via the web 24/7/365. Using the IES CRR, customers can login to create a new ticket, view current open tickets as well as past tickets.

How Does it Work?

IES has sent (or will send) you an initiating ticket. This is typically your first direct electronic contact with the IES Service department. Upon this initial contact, our support staff member will ask you for applicable incident details. They will enter all incident record data into a new ticket.

You will be given a unique ticket number for your reference. This ticket number will allow you to view status and participate in the progress any time. During the process, we will classify the impact of the incident and the urgency of the problem. This allows us to make sure that we are meeting applicable contracted service level agreement criteria.

The progress will be tracked and logged in this ticket from start to finish. This level of communications and tracking ensures that we provide a resolution in a timely manner—and gives our customers complete visibility.

Closing a Ticket

Once the incident has been resolved, the ticket will be closed and archived for reference. This enables IES to evaluate history and potential recurring problems by reviewing closed tickets.
In this way, IES support staff diagnose problems accurately and efficiently resulting in cost savings.

Service Expectations

IES strives to deliver the best service possible under the following guidelines. If your organization has chosen to not participate in the IES retainer-based Service, Maintenance, and Response program, please consider contacting us to discuss the tremendous value of these services.

The retainer-based agreements carry a higher level of service, management and even after-hours and 24/7/365 availability.  Please speak to your Account Manager for options to increase your service level, or contact the service department directly. (Contact information is provided at the end of this document.)

What if my Request is Covered Under my IES Warranty?

No problem.  For any service or response requests in support of your IES -provided work, please use the CRR process. The cost for this service may be covered or partially covered under your one-year IES Warranty period. (The Warranty period is covered in our Standard Response Guidelines.)

Please familiarize yourself with your IES Warranty; it is attached to the original sales order and again at project acceptance. If you do not have your warranty statement at hand (or don’t care to look for it), an additional copy has been included with the customer service tab for your convenience.   

How Do I Start a New Ticket?

To access the system, simply go to azimuth.zendesk.com Additionally, you can send a request via email
( portlandservice@iescomm.com )
The system interface will enable you to create a service ticket in our CRR ticketing database. From there, you will be able to login with your unique user ID and password. Once you are logged in, you can create a new ticket, monitor existing tickets, and add additional comments. 

For a convenient, optimized ZenDesk experience on your mobile device, you can download the ZenDesk app for Android (via Google Play) or iOS (via Apple Store).

 Thank you for choosing IES Communications.