How to use your customer support system
Posted by IB Support Team 2 on 27 April 2012 08:41 AM

Thank you for using our online support Customer Support System (CSS). It offers fulltime availability and effective communication of our support services. Please follow following instructions to operate the system.

 Every request regarding user helpdesk, report or feature issues, errors, development and training requests, etc. and our responses, will be carried by “tickets”. After submitting your ticket, you can monitor the status of your issue online without needing to contact directly to our consultants. You can support an issue by an online chat session with one of our consultants, that can be expanded by remote desktop access to your computer offering an “onsite” support experience. 

We would appreciate it if you could add your company name at the beginning of each ticket subject so we can organize your issue response more effectively. When submitting a ticket please select the “Customer Support” department. For documentation of the resolution for both you and us, we request to communicate any ticket that you bring up and its follow ups through the system and not by emails. Any reply from Cadena consultants will also be sent by email, but please reply online by clicking on the ticket link as mentioned in our emails. In case of emergencies that are reported by telephone, our consultants will enter the respective tickets into the system themselves, but they will be followed up online.

If you have a request for additional training or to change or add new features/reports please enter the purple fields of the Training Request Form and Change/New Features/Reports Request Form (see attachments under this text), and attach them to a support ticket. This support ticket (with TRA for training request and DVR for new developments in the subject pre-fix of the ticket) will be used to confirm your requests and to confirm our deliveries online. 

For the number of training and development hours that you are entitled to without additional payment, please check your support contract. These numbers are also mentioned on top of the request forms.

We can add “Users” and we can add “Managers”. “Managers” can access to all tickets of your company and “Users” only to their own tickets. All users/managers will receive an email with a link to our support center ( and a password. To login, please enter your email address (the ones that were declared for registration), and your password that you can reset after login. Our support center can also be accessed through a link on the home page of our web site:

We are looking forward to support you through our Customer Support System!

 dvr form.doc (49.50 KB)
 trr form.doc (58.50 KB)
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