Last updated 04 October 2023

If you're an IRIS customer

Frequently Asked Questions (FAQ's)

IRIS Service Community Overview
A video overview demonstrating the portal.

How do I get an IRIS Service Community (Service Cloud) account ?

Each organisation is usually assigned an administrator. This person is responsible for adding any contacts (users) to the system, enabling their access and deciding who can make contact with Support. Please contact them to create an account for you.

How do I add an IRIS Service Community administrator?

If you don’t have an IRIS Service Community administrator, or you would like to add or remove one. Please contact the IRIS Service Team. You can create a case.

You may get asked by the IRIS Service Team to email with specific information, check you are using the correct email address.

How do I find out who is the IRIS Service Community administrator for my organisation?

If you have an IRIS Service Community login you can find out using the Contacts page.

If you don't have access to the IRIS Service Community, we have the answer to this and other common questions.

Can anyone contact the IRIS Service Team?

If you would like a user to be able to contact the IRIS Service Team, you must add a Support Entitlement.

Will I still be able to call IRIS to speak to a Customer Support Agent?

If you had telephone support previously. The phone-based support team is still available to help. The numbers can be found at www.iris.co.uk/support/contact/contact-support. The new customer service community portal gives you the option to self-serve and access the knowledge base whenever you need to. You will also have access to our new live chat service.

Not all products have telephone support.

What happens if an IRIS Service Community user leaves my company or moves to another department?

It is important to keep your contact list up to date. If a user is no longer authorised to contact support, perhaps because they have changed roles or left your organisation, you should remove the support entitlement from the user.

The IRIS Service Community administrator for the company is responsible for this.

If the IRIS Service Community administrator is not available and you are unable to create a case, please contact support by phone for advice.

If you are an IRIS Elements customer

If you are the IRIS Elements Administrator, you automatically have access to the Service Community and you can also invite another user. If you're not the Administrator, you'll need to contact your IRIS Elements Administrator of ask them to add you to the community. Find out more.

If you are an IRIS ParentMail customer

If the IRIS Service Community administrator is not available and you are unable to create a case, please contact your account manager.