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INTERNAL - Cannot Access or Sign in to Zendesk Support Portal

There are several cases that the customer may raise a concern regarding their Support Portal/ITRS accounts. This may include but not limited to:

• Account creation or change of information
• Inaccessibility of accounts - unable to login/sign up
• Incorrect credentials - username/password may not be working

Such issues may have caused by the following:

• Account is missing, inactive or locked
• Unverified e-mail
• Missing credentials/invalid password

For these instances, take note of the following and do the instructions as needed:

• For account creation, ask the customer follow this link on how to create a support account. It is strictly required to let our customers register themselves or edit their own account in our support portal due to GDPR policy restrictions.
• For unverified accounts or password resets, resend a verification link to the registered e-mail via Zendesk.

• Remind the customer to input complete and correct information. If none works, last resort is to register the account on behalf of the customer. A confirmation will be sent to the registered e-mail with instructions on how to activate the account which is valid for three days.