Applies to iRiS Manager |
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With the IRIS Support Portal, you can create tickets, view and update existing tickets. But you can also find knowledge base articles, and speak to our engineers using the online chat feature.
TABLE OF CONTENTS
- Getting Started with the IRIS Support Portal
A support portal account can be created in two ways:
- Through the portal:
a. Visit https://support.iris.net
b. Select ‘Sign up with us’
c. Enter your name and email address and complete the Captcha test
d. Check your email for a verification email (if you do not see this email, check your spam folder)
e. Select the link which will take you to a page to create a password
2. Through email:
a. Email email@example.com
b. Check your email for a verification email (if you do not see this email, check your spam folder)
c. Select the link which will take you to a page to create a password
The quickest way to get going in the IRIS Support Portal is to use the search function found near the top of the page. Just by typing in a keyword or more you will be provided with suggestions of tickets and articles that match your search criteria. A simple click on the item of interest and you are taken to your ticket or article.
Home – The default location to access all the areas of the portal.
Solutions – This is where you will find knowledge base articles, how-to’s to assist you with using our products.
Tickets – You can create new tickets, view the status and update existing tickets.
Submitting a new ticket
First, you will need to click on the ‘New support ticket’ located on the right-hand side of the Portal Home page.
You will be taken to the new ticket form, which will ask you for information required to create a new ticket.
Completing this as accurately as possible will assist the engineers in responding and diagnosing the issue as quickly as possible.
It is our aim to work on all tickets as quickly as possible. However, at times of high volume, we will prioritise tickets based on their Urgency and Impact (for details of these please refer to your Service Level Agreements). Please refrain from putting all tickets as Urgent as this will not allow us to prioritise and will increase resolution times as we will need to assess the ticket further to apply the appropriate Priority for the ticket.
From the home page, navigate to the ‘Tickets’. From this page, you will be presented with a list of all your tickets registered in the portal. These can be filtered by choosing the dropdown triangle to the right of the ticket object, as highlighted in the picture below.
It is also possible to sort these tickets by choosing from the dropdown triangle, as highlighted in this picture. Possible options are Date Created, Last Modified and Status.
It is also possible to export your tickets from the portal and create a Comma-delimited file(CSV) or an Excel spreadsheet containing the tickets that you have filtered on your view in the Portal.
To export your ticket fields to a CSV file:
- Log into your support portal.
- Go to the Tickets tab.
- From the Tickets list, filter all the tickets you want to export using the dropdown menu’s (explained previously).
- Click on ‘Export’ on the top right-hand side of the portal.
- A separate dialogue box will appear where you will be able to choose the fields you want to include in the CSV file. Use the filters to determine the range and parameters to download.
- Click on the Export button and the report will be generated and sent to your email address (listed under your profile settings). Make sure you check your spam folder as well if you don't receive the email.