Support details

 New IRIS Donor Strategy Helpdesk System

In the late summer we migrated to a different helpdesk system and as a result there will be a few minor changes to the way we communicate with you:

Email correspondence

When you send an email to the helpdesk using email address donorstrategy.support@iris.co.uk you will receive a response email stating that we have logged the case and will include the reference.

If you need to provide any further information regarding the case or wish to enquire about the progress of a case, please reply to that email. This will help us ensure that we have all the correct information logged against the case.

Please use the email address above rather than any previous email addresses or personal email addresses when corresponding with the helpdesk.

Telephone calls

If you register a case over the phone we will send you an email stating the case number and a description of the conversation. Again, please respond to this confirmation email to assist in keeping all the information relating to the case in one place.

Website Update

We shall be launching a new website that will be integrated with the new helpdesk system giving you the ability to create, update, view and close new cases. Your old cases are still visible on the current website.

Existing cases

We will continue to manage the existing cases in the old system by default, but may decide to migrate the case to the new system if we deem it sensible. So, please continue to refer to the case numbers  given to you before today for existing cases, unless we confirm that there is a reference change.

We expect that this new helpdesk system will enable us to provide an excellent service to our IRIS Donor Strategy clients as the organisation continues to grow.