As part of a recent review and feedback from our clients, we are introducing a new support management system, IRESS Service Central, that will enable us to best service your support needs.
The underlying system has a simplified method of raising support requests to our teams for investigation and resolution more effectively and efficiently. The system also provides greater transparency and clarity for you on the status of your support request.
When will this change happen?
We have been testing this system internally and with a small group of clients over the past months to ensure that it provides better outcomes for you and a more efficient and effective system to manage support requests.
With very positive results from the testing, we will introduce the new IRESS Service Central system on Monday 21st May.
All active support requests, validated by your IRESS representative, are being migrated into IRESS Service Central and, from the changeover date, will be managed within that system. The reference numbers for your active support requests will change from "GTA-xxxxx" to "ISC-xxxx" and these will be provided in advance of the changeover for your clarity and ease of reference.
What will change on Monday 21 May?
If you currently raise support requests by emailing our support team or contacting them via phone, initially the change will be behind the scenes only - how you raise support requests will not change. From the end of June, we will provide you access logins and passwords to IRESS Service Central so that you can see the status of your support request and, should you wish, raise them directly in the portal.
If you currently access our GTA portal to raise support requests, before changeover we will provide you, via email, with new logins and passwords to use IRESS Service Central from Monday 21st May. Our account management teams have been providing training on the system and there will also be a set of instructional videos available showing how to raise, track and update support requests.
If you have any questions, please don't hesitate to contact our support team.
Watch this introductory video to learn more