Depending on how involved the conversation is, it might be simpler to get on the phone and simply be the translator between the programmer you're talking to over ICQ and the phone rep.

I do this occasionally. It keeps me in the loop about what's going on, so I can answer the questions if they come up again, and usually it doesn't take very long to get the issues resolved... and sometimes I can clarify between the two parties because I often understand exactly what I'm trying to accomplish best and can explain the issues between the parties.