If you are moving to the IRIS Service Community (Service Cloud)

Frequently Asked Questions (FAQ's)

IRIS Service Community Overview A video overview demonstrating the portal.

What’s changing?

The IRIS products and services you use today are not affected and you can use your software as usual, uninterrupted. You will get access to the new customer service community portal, IRIS Service Community also known as Service Cloud, which replaces your current support process. You won’t need to email us to log an issue. This portal will provide eligible users with greater capabilities for self-service, including knowledge base and live chat.

How do I get access to the IRIS Service Community when it launches?

Once the new system is live, your account and contact record will be created, and you will receive an email with a link to activate your credentials and set your password.

Will there be any interruption to my services?

The IRIS products and services you use today will not be affected and you can continue to enjoy your software as usual.

What will happen to the email address I use today for support?

The email addresses you currently use to raise support tickets with the Customer Support team will be disabled at 5pm on the day before the switchover. After this, we will no longer monitor support queries via email.

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.

Will my invoices change?

Yes. Due to our improved billing platform, you will notice a change to the layout of the invoices you receive. There are no changes to the IRIS products you use and the way they operate.

Do I need to update any bank details?

Yes. If you pay by BACS, we will request that you change our bank account details for all payments to IRIS. The date and the new bank details will be sent to you directly closer to the time. Please make sure you action this immediately to avoid any service interruption due to delayed payments.

What if I pay by Direct Debit?

You don’t need to do anything if you are already paying by Direct Debit.