Tag: helpdesk

NMI Boarding is Better Together with IRIS CRM
Featured Article NMI Boarding is Better Together with IRIS CRM

After months of hard work and collaboration the NMI and IRIS CRM teams are proud to announce significant updates to the NMI payment gateway boarding integration. You are now able to use the power of the merchant data from your CRM in combination with the full suite of NMI boarding settings to make IRIS CRM […]

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Shopping Around: What a Waning Trend in Customer Loyalty Means for Payment Companies
December 1, 2022

Like all industries, technology has unquestionably had an enormous impact on payments and financial services. But, in a sea of new apps, ecommerce systems, and digital options, perhaps the biggest impact new payments tech has had on the space has been less visible – or at least easier to ignore: waning customer loyalty. Where once […]

Automated TSYS Daily Fee Indicator Maintenance
November 30, 2022

IRIS CRM is happy to share our newest functionality for TSYS FSP ISOs to update your merchants’ Daily Fee Indicator without having to switch platforms. We have added a new ticket type – TSYS – Update Daily Fee Indicator (Auto) – that works like our other automated TSYS maintenance tickets. These ticket types allow TSYS […]

How ISO Agent Programs Help Sales Professionals Succeed in Payments
November 28, 2022

ISO agent programs help pair talented salespeople with independent sales organizations (ISOs) looking for help recruiting new merchants. They’re just one method of entry into the merchant services space, but they offer some notable benefits to independent agents, including simplicity, structure, security, and more. The following is a brief rundown of what ISO agent programs […]

Understanding Merchant Services
November 23, 2022

Merchant services and the payments industry as a whole are complex, with multiple layers of service providers and countless moving parts all working to ensure electronic payments are accessible to merchants and fast, frictionless, and convenient for consumers. But what exactly are merchant services? It’s a broad term that covers a lot of ground and, […]

Featured Functionality Create Automated Helpdesk Tickets Using Status Triggers For Maximum Efficiency April 25, 2022

Save your staff time and avoid forgotten tickets that are an essential part of your sales and merchant setup workflows with new Automated Helpdesk Ticket Workflows in IRIS CRM.  Using Lead Status Age and State Triggers, tickets can be auto-created based on where a lead is in your sales funnel or how long a merchant […]
IRIS CRM Blog Tips for Providing The Best Customer Support Possible to Merchants December 22, 2021

Payment processing is a competitive industry. The second a merchant leaves your ISO to switch to a competitor, you lose an ongoing source of residuals, making it crucial to your ISO’s growth and long-term value that you keep your merchants as happy as possible. With that in mind, the following are four simple but highly […]
IRIS CRM Blog Merchant Services CRM: What to Look for When Choosing a New System December 15, 2021

A merchant services CRM is a mission-critical piece of software for all modern ISOs looking to outcompete and outperform the rest of an extremely competitive industry. The core of any merchant services CRM is its suite of sales tools – lead management and sales process delivery tools that help your ISO find better leads and […]
Featured Functionality Unified Lead & Helpdesk File Management September 14, 2021

After several feature requests and numerous weeks of work, IRIS CRM is thrilled to announce multiple new features for improving file management within your CRM. These improvements include: Helpdesk Files Linked to Lead Records Editing File Names and Labels Helpdesk File Permissions Helpdesk Files Linked to Lead Records Previously when a file was uploaded to […]
Featured Functionality New Feature: View Ticket Comments History May 23, 2020

We are back with a quick update. Your favorite Merchant Services CRM now comes with the ability to show the history of the Helpdesk ticket comments.   Viewing the history of the ticket’s comments is useful when you need to retrace your steps in order to get a better understanding of what has been happening […]
Featured Functionality New Feature: CRM Help February 2, 2020

Getting help in your favorite Merchant Services CRM has just gotten easier! We’re pleased to announce the release of a new feature that provides users with contextual help based on the page they’re viewing. To bring up help resources on any page, simply click on the Help link in the dropdown below your username:   […]
Featured Functionality Helpdesk Enhancement: Copy and Paste Images February 14, 2017

We have added the ability to copy and paste images when creating or editing Helpdesk tickets. Including images in tickets will help clarify any issues that may arise from only using text. It is one more way IRIS helps ISOs run their day-to-day operations. Using this enhancement is as easy as it gets.   To […]
Featured Functionality Another Helpdesk Enhancement! May 27, 2016

Flexible Status States   We have released another enhancement to the IRIS CRM Helpdesk. Users can now move a ticket back forth between the available Ticket Status states listed below:   New – ticket has just been created. Probably not assigned and not yet being worked on. Open – ticket is seen by users and […]
Featured Functionality Featured Functionality – Enhanced Helpdesk Is Now Merchant Facing! May 19, 2016

New and Enhanced Helpdesk   We have released a new, enhanced version of our internal Helpdesk tool! Besides some great visual enhancements and speed, we have also added the ability for merchants to open tickets directly through your portal. Merchants and your staff can learn about the new Helpdesk by pressing the Take a Tour […]
Featured Functionality Featured Functionality: Helpdesk Tasks January 15, 2016

IRIS CRM is proud to announce that we have added a new feature to our Helpdesk system called “Helpdesk Tasks”.   This will be useful for when a ticket is waiting on something. For example, a response back from a processor or a rep needing to collect a document.   Users can create a task so that […]
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