Customer Support Assistance
If you are new to Innovative support or here for further assistance, below are some simple questions and answers that may prove to be useful.
For the best support experience, if you have an issue or need Innovative help, we encourage you to first create a ticket in the Supportal. It instantly begins the process and will allow our staff to better serve you.
1. What is CSDirect and what should I use it for?
CSDirect is your primary source for documentation, presentations, training material and new release updates.
2. What do I do if I forgot my password?
The fastest resolution is to contact your Site Coordinator or Administrator. They have access to manage your password in the Supportal.
3. What is the Supportal and what should I use it for?
The Supportal is your single stop for your support needs. Here you can create and manage tickets, get access to CSDirect, get updates and have access to our rich knowledge base.
4. How do I create a ticket in the Supportal?
First confirm with your Site Coordinator / Administrator your ticket management permissions. Next, simply sign in to the Supportal at support.iii.com and select create a ticket. Be as descriptive as possible and know that once the ticket is created your support team will begin working on it immediately.
If you do not have permissions for ticket creation, you can email firstname.lastname@example.org. Always remember, direct ticket creation in the Supportal is the most effective.
5. How and when should I clear my browser cache?
6. What is incognito mode and how do I use it?
Alternatively referred to as Private Browsing, InPrivate Browsing, Private Window, Incognito mode is a setting that prevents Internet history from being stored.
For example, when you visit any web page, any text, pictures, and cookies loaded in the page is all stored on your computer. Additionally, any searches or forms that are filled out are stored in Autocomplete fields.
Before calling with a support issue, we encourage all customers to first create a ticket. This will allow us to begin preparing immediately, resolve quickly and provide better serve you if a phone call is needed.
Sierra, Millennium, and Discovery Customers
1-800-444-2344 (North America)*
+1-510-450-6344 (U.S. International)
+353 16722300 (Ireland International
*24-hour technical support
Application support available from 6am- 5pm Pacific Time
Virtua ILS and Vital Customers
1-800-858-8857 (U.S. and Canada 8am-5pm Eastern Time)
+34 900 972 938 (Spain 9am - 6pm Central European Time)
+353 1672 2300 (Ireland/International 9am - 6pm Central European Time)
+603 7118 3350 (Malaysia 8:30am-5:30pm Malaysia Time Monday - Friday)
6011 1299 8857 (Malaysia Saturday Support)
24-hour emergency support: 1-800-858-8857 (U.S. and Canada)
1-877-857-1978 (U.S. 8am-8pm Eastern Time Monday-Friday)
24-hour emergency support: 1-877-857-1978