Not Getting Helpdesk Replies?

It has been brought to our attention that some users are not receiving responses to their Helpdesk questions. After an initial review, these issues seem to be caused by the network configurations put in place by certain agencies. Unfortunately, there is no automated mechanism that informs ICA when a user does not receive one of our emails. Because the Helpdesk is committed to responding to users within 24 hours, we would advise any user that does not receive a response within that time frame to first check their junk mail folder. If the message is not located there, please send a follow-up email directly to the Helpdesk at We have developed a workaround to help us connect with users experiencing this issue.