1 24000000348 2020-05-18T14:05:09+01:00 1 1 24000010569 false Portal FAQs 1 2020-05-18T14:05:13+01:00 1 1 2017-04-21T16:52:40+01:00 1 3 Getting Started with IRIS Portal With the IRIS Portal, you can create tickets, view and update existing tickets. But you can also find knowledge base articles, join in our forum and speak to our engineers using the online chat feature. TABLE OF CONTENTS Getting Started with iRiS Portal How do I register for a support portal account? How can we help you today? Navigating the portal There are 3 areas of the portal to navigate. Submitting a new ticket Reviewing Tickets Exporting Tickets How do I register for a support portal account? 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 support@iris.net 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 How can we help you today? 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. Navigating the portal There are 3 areas of the portal to navigate. 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. Forum – Join in with the IRIS community as we discuss hot topics, new features, IRIS news. 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 need to assess the ticket further to apply the appropriate Priority for the ticket. Reviewing Tickets 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. Exporting Tickets 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 dialog 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. <h1 dir="ltr" id="Getting-Started-with-iRiS-Portal">Getting Started with IRIS Portal</h1><p dir="ltr">With the IRIS Portal, you can create tickets, view and update existing tickets. But you can also find knowledge base articles, join in our forum and speak to our engineers using the online chat feature.</p><p><br></p><p class="fd-toc"><strong>TABLE OF CONTENTS</strong></p><ul><li><a href="#Getting-Started-with-iRiS-Portal">Getting Started with iRiS Portal</a><ul><li><a href="#How-do-I-register-for-a-support-portal-account?">How do I register for a support portal account?</a></li><li><a href="#How-can-we-help-you-today?">How can we help you today?</a></li><li><a href="#Navigating-the-portal">Navigating the portal</a><ul><li><a href="#There-are-3-areas-of-the-portal-to-navigate.">There are 3 areas of the portal to navigate.</a></li></ul></li><li><a href="#Submitting-a-new-ticket">Submitting a new ticket</a></li><li><a href="#Reviewing-Tickets">Reviewing Tickets</a></li><li><a href="#Exporting-Tickets">Exporting Tickets</a></li></ul></li></ul><p><span style="font-family: Arial,Helvetica,sans-serif;"><br></span></p><h2 id="How-do-I-register-for-a-support-portal-account?"><span style="font-family: Arial,Helvetica,sans-serif;"><a name="_Toc479155802"></a></span><a name="_Toc479155802"></a>How do I register for a support portal account?<a name="_Toc479155802"></a><span style="font-family: Arial,Helvetica,sans-serif;"><a name="_Toc479155802"></a></span></h2><p>A support portal account can be created in two ways:</p><ol><li>Through the portal:&nbsp;</li></ol><p style="margin-left: 40px;">a. Visit <a href="https://support.iris.net" rel="noreferrer">https://support.iris.net</a></p><p style="margin-left: 40px;">b. Select ‘Sign up with us’&nbsp;</p><p style="margin-left: 40px;">c. Enter your name and email address and complete the Captcha test&nbsp;</p><p style="margin-left: 40px;">d. Check your email for a verification email (if you do not see this email, check your spam folder)&nbsp;</p><p style="margin-left: 40px;">e. Select the link which will take you to a page to create a password&nbsp;</p><p>&nbsp; &nbsp; &nbsp; &nbsp; 2. Through email:&nbsp;</p><p style="margin-left: 40px;">a. Email support@iris.net</p><p dir="ltr" style="margin-left: 40px;">b. Check your email for a verification email (if you do not see this email, check your spam folder)&nbsp;</p><p dir="ltr" style="margin-left: 40px;">c. Select the link which will take you to a page to create a password</p><h2 id="How-can-we-help-you-today?"><span style="font-family: Arial,Helvetica,sans-serif;"><a name="_Toc479155803"></a></span><a name="_Toc479155803"></a>How can we help you today?<a name="_Toc479155803"></a><span style="font-family: Arial,Helvetica,sans-serif;"><a name="_Toc479155803"></a></span></h2><p dir="ltr">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.</p><h2 id="Navigating-the-portal">Navigating the portal<a name="_Toc479155804"></a><span style="font-family: Arial,Helvetica,sans-serif;"><a name="_Toc479155804"></a></span></h2><p><span style="font-family: Arial,Helvetica,sans-serif;"><span style="font-size: 14px; color: rgb(0, 0, 0);"><strong><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131202154/original/EuMnVnw7Zr1fOgFpKvVmKI7ZI6lO2GwuAA.png?1672845901" style="width: 622px;" class="fr-fic fr-fil fr-dib" data-attachment="[object Object]" data-id="24131202154"></strong></span></span></p><h3 id="There-are-3-areas-of-the-portal-to-navigate."><span style="font-family: Arial,Helvetica,sans-serif;"><a name="_Toc479155805"></a></span><a name="_Toc479155805"></a>There are 3 areas of the portal to navigate.</h3><p>Home – The default location to access all the areas of the portal.</p><p>Solutions – This is where you will find knowledge base articles, how-to’s to assist you with using our products.</p><p dir="ltr">Forum – Join in with the IRIS community as we discuss hot topics, new features, IRIS news.</p><p>Tickets –You can create new tickets, view the status and update existing tickets.</p><p><br></p><h2 id="Submitting-a-new-ticket">Submitting a new ticket</h2><p>First you will need to click on the ‘New support ticket’ located on the right-hand side of the Portal Home page.</p><p><span style="font-family: Arial,Helvetica,sans-serif;"><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131202216/original/QdnrTqA1QruCm3Cm7p8X1-oOn2Wj9bhMrQ.png?1672845971" style="width: 632px;" class="fr-fic fr-fil fr-dib" data-id="24131202216"></span></p><p><br></p><p>You will be taken to the new ticket form which will ask you for information required to create a new ticket.</p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131202264/original/Cncnw6p1eZZVqe0X01MMbeGXApXdC6nePQ.png?1672846012" style="width: 631px;" class="fr-fic fr-fil fr-dib" data-attachment="[object Object]" data-id="24131202264"></p><p>Completing this as accurately as possible will assist the engineers in responding and diagnosing the issue as quickly as possible.</p><p>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 need to assess the ticket further to apply the appropriate Priority for the ticket.</p><h2 id="Reviewing-Tickets">Reviewing Tickets</h2><p>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.</p><p dir="ltr">&nbsp;<img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131202321/original/BIrQ1U9SBkYcMdHPLf4k55Bg9wzSe3lpzw.png?1672846066" style="width: 455px;" class="fr-fic fr-fil fr-dib" data-attachment="[object Object]" data-id="24131202321"></p><p>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.</p><p><img alt="" class="fr-dii"></p><h2 id="Exporting-Tickets">Exporting Tickets</h2><p>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.</p><p>To export your ticket fields to a CSV file:</p><ol start="1" type="1"><li>Log into your support portal.</li><li>Go to the Tickets tab.</li><li>From the Tickets list, filter all the tickets you want to export using the dropdown menu’s (explained previously).</li><li>Click on ‘Export’ on the top right hand side of the portal.</li><li>A separate dialog 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.</li><li>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.</li></ol><p><img class="fr-dib fr-fil" src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24005258512/original/X-76x3V73cgel3rGqZ4wbeAZz271LI9CvQ?1492789874" data-filelink="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24005258512/original/X-76x3V73cgel3rGqZ4wbeAZz271LI9CvQ?1492789874" data-fileid="24005258512" data-uniquekey="1492787939091"></p><p><br></p> 24000010569 1439 24000006908 2023-01-04T15:27:54+00:00 6018259445 1 2 1 3 Getting Started with IRIS Portal 2023-01-04T15:27:54+00:00 6018259445 1 2017-03-28T14:48:42+01:00 2 1 From the ‘Home’ or ‘Solutions’ tab,enter a search term and all related help guides and FAQs will show. Also lookout for any related help guides and FAQs when raising a ticket – these are displayed on the right side of the page. <p>From the ‘Home’ or ‘Solutions’ tab,enter a search term and all related help guides and FAQs will show. Also lookout for any related help guides and FAQs when raising a ticket – these are displayed on the right side of the page.</p><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131208840/original/xoOxHqLPQ3DxUBirwzublmKRsHJmShEkuA.png?1672850950" style="width: auto;" class="fr-fic fr-fil fr-dib" data-attachment="[object Object]" data-id="24131208840"></p><p><br></p><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131208875/original/Yl3vpl-iz3JRjxg0LjRtzLz4TQNSj24_mw.png?1672850986" style="width: 713px;" class="fr-fic fr-fil fr-dib" data-id="24131208875"></p><p><br></p><p><br></p><p><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131209200/original/Sp9dDXQQ6CdAE-qSwLN-HdMyUMwF-SgZIQ.png?1672851171" style="width: auto;" class="fr-fic fr-fil fr-dib" data-id="24131209200"></p> 24000010569 437 24000005481 2023-01-04T16:53:06+00:00 6018259445 2 2 2 1 How do I find help guides? 2023-01-04T16:53:06+00:00 6018259445 1 2017-03-28T14:36:30+01:00 1 2 A support portal account can be created two ways: Through the portal:  Visit https://support.iris.net  Select ‘Sign up with us’  Enter your name and email address and complete the Captcha test  Check your email for a verification email (if you do not see this email, check your spam folder)  Select the link which will take you to a page to create a password  Through email:  Email Support@iris.net Check your email for a verification email (if you do not see this email, check your spam folder)  Select the link which will take you to a page to create a password <h2 lang="en-US">A support portal account can be created two ways:</h2><ol><li>Through the portal:&nbsp;<ol><li>Visit&nbsp;<a href="https://support.iris.net" rel="noreferrer">https://support.iris.net</a>&nbsp;</li><li>Select&nbsp;‘Sign up with us’&nbsp;</li><li>Enter your name and email address and complete the Captcha test&nbsp;</li><li>Check your email for a verification email (if you do not see this email, check your spam folder)&nbsp;</li><li>Select the link which will take you to a page to create a password&nbsp;</li></ol></li><li>Through email:&nbsp;<ol><li>Email Support@iris.net</li><li>Check your email for a verification email (if you do not see this email, check your spam folder)&nbsp;</li><li>Select the link which will take you to a page to create a password</li></ol></li></ol><p><br></p><p></p><p><br></p> 24000010569 346 24000005476 2023-01-04T10:42:10+00:00 6018259445 3 2 1 2 How do I register for a support portal account? 2023-01-04T10:42:10+00:00 6018259445 1 2017-03-28T14:40:39+01:00 10 2 To reset your password for the support portal account, select “forgot your password?” on the login screen. To reset your GXP portal logon pleases visit this article. Enter your email address and select 'Reset my password'. An email will be sent to you with a link to reset your email. If you do not see the email after a few minutes, check your spam folder.   Select the link in the email which will take you to a page to create a new password. Follow the directions to create a new password and then you will be taken through to the portal and the password will have been updated.   <p data-identifyelement="544" dir="ltr">To reset your password for the support portal account, select “forgot your password?” on the login screen. To reset your GXP portal logon pleases visit this article.</p><p data-identifyelement="545"><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131210755/original/wrcZQMM1onfeURELJD3qvVSMOuIZus2BXg.png?1672852715" style="width: 477px;" class="fr-fic fr-fil fr-dib" data-attachment="[object Object]" data-id="24131210755"></p><p data-identifyelement="545"><br data-identifyelement="536"></p><p data-identifyelement="547" lang="en-US">Enter your email address and select 'Reset my password'. An email will be sent to you with a link to reset your email. If you do not see the email after a few minutes, check your spam folder.</p><p data-identifyelement="548" dir="ltr">&nbsp;<img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131210783/original/_9WMB0PJz6gf7AVAm_9Y-jA0yMYMSOenPw.png?1672852736" style="width: 477px;" class="fr-fic fr-fil fr-dib" data-attachment="[object Object]" data-id="24131210783"></p><p data-identifyelement="550" lang="en-US">Select the link in the email which will take you to a page to create a new password.</p><p data-identifyelement="551" lang="en-US"><br data-identifyelement="552"></p><p data-identifyelement="553" lang="en-US"><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131179231/original/MFXk76RYqoUIZpBP6RO7jk3ZVUy-2v5KLQ.png?1672829698" style="width: auto;" class="fr-fic fr-fil fr-dib" data-attachment="[object Object]" data-id="24131179231" data-identifyelement="535">Follow the directions to create a new password and then you will be taken through to the portal and the password will have been updated.</p><p data-identifyelement="555" lang="en-US"><img src="https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/24131179446/original/u11Un44sWxBBzYwZwIPpORgLg-Nhx3TgAA.png?1672829814" style="width: 412px;" class="fr-fic fr-fil fr-dib" data-attachment="[object Object]" data-id="24131179446"></p><p data-identifyelement="558" lang="en-US"><br data-identifyelement="559"></p><p data-identifyelement="560" lang="en-US"><br data-identifyelement="562"></p><p data-identifyelement="563">&nbsp;</p><p data-identifyelement="564"><br data-identifyelement="565"></p> 24000010569 1826 24000005478 2023-01-04T17:19:10+00:00 6018259445 4 2 10 2 I’ve forgotten my password for the Support Portal, how do I reset it? 2023-01-04T17:19:10+00:00 6018259445