Terminology used

IRIS Service Community

Also known as IRIS Service Community or Service Cloud is your connection to IRIS Customer Service. There's a lot more to find out about What is the IRIS Service Community?.

IRIS Service Community Overview A video overview demonstrating the portal.

Assets (Products)

The software, products, hardware, or services you purchase from IRIS are referred to as assets. You can view an asset to see details and if necessary, create a case.

Case

A case is created to:

• raise a request for support

• raise a request for general help

• raise a request for

• make suggestions or provide feedback

It can be likened to raising a ticket, logging a call or reporting an issue. You can view existing cases, or if required, create a new case.

Contacts (users)

Anyone needing access to the portal must be added as a contact. Once the contact has activated their account, an IRIS Service Community administrator can then enable their account and if needed, grant access for them to contact the IRIS Service Team (know as Support Entitlement).

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.

Self Help

The Self Help page provides access to the knowledge articles that relate to the products you own.

Enter applicable keywords in the Search box then press enter. The more specific your search, the more refined the results will be.

The Search field on all other pages also searches for related cases and assets.

Recommended:
Frequently Asked Questions for current and new users. Plus common queries and other issues.