Smiling woman in glasses and a blazer holding a laptop, representing an ISO or payments professional using NMI Merchant Central's integrated helpdesk to manage merchant support from a single platform.
Merchant Central (Formerly IRIS CRM)

Integrated
Helpdesk &
Merchant
Support

Merchant Central Helpdesk provides a centralized system within the CRM for managing merchant support. ISOs, agents and their teams can track, manage and resolve issues across onboarding, underwriting, boarding and ongoing merchant support, all within a single platform.

Centralized Support

Keep Every Support Request in One Place

Support requests can come from multiple channels and at different stages of the merchant lifecycle. Helpdesk brings them together into a single, structured system.

Tickets can be created directly from merchant or lead records, via email, or within the merchant portal, ensuring every issue is tied to the right account and includes full merchant context. This gives support teams a complete view of activity, communication history and previous interactions, helping them respond more quickly and accurately.

Structured Workflows

Bring Consistency to Support Operations 

Structured Support Without

Complexity

Teams can define ticket types based on common requests, from account updates to pricing changes or equipment configuration. Customizable tickets guide resolution, helping ensure key steps are followed and nothing is missed.

Together, these tools help teams work more consistently and maintain clear accountability across every request.

Desktop monitor icon representing Merchant Central's gateway account management tools for creating and updating merchant payment processing accounts quickly.

Gateway Account

 Management

Create new gateway accounts or update existing ones quickly to keep payment processing running smoothly.

Command line terminal icon representing Merchant Central's terminal and equipment configuration tools for setting up merchant hardware without delays.

Terminal & Equipment

 Configuration

Set up and configure terminals and hardware to ensure merchants are ready to accept payments without delays.

Diamond shape icon representing Merchant Central's merchant details and pricing update tools for maintaining accurate merchant information and current agreements.

Merchant Details & Pricing

 Updates

Easily update merchant information and pricing structures to maintain accuracy and reflect current agreements.

Coin with settings icon representing Merchant Central's value-added service management tools for enabling, modifying and managing additional merchant offerings to support business growth.

Value-Added Service

 Management

Enable, modify, or manage additional services to enhance merchant offerings and support business growth.

Smiling young man working at a desktop computer in a retail or creative environment, representing a merchant or support agent using Merchant Central's helpdesk collaboration tools to manage and respond to support requests.
Collaboration and Communication 

Improve How Teams and
Merchants Interact

Resolving merchant issues often requires coordination across teams. Merchant Central Helpdesk supports internal collaboration and clear communication with merchants all within the same system. 

Teams can add comments, tag colleagues and maintain a full audit trail of activity within each ticket. Documents and files can be uploaded and shared directly, reducing the need to switch between systems.

Merchants can also submit and track tickets through the white-label portal, creating a more transparent and consistent support experience.

Woman in glasses focused on a laptop in a warehouse or operations setting, representing a payments professional using Merchant Central's automated ticket routing and workflow tools to handle merchant support requests more efficiently.
Capture Requests Consistently

Automate Workflows and Built for Modern
Payment Platforms

Merchant Central Helpdesk automates how tickets are created and managed, helping teams respond more efficiently.

  • Automatic ticket creation based on CRM status changes
  • Email-to-ticket functionality via Gmail and Outlook
  • API and Zapier integrations for external workflows
  • Automated routing to the appropriate team or user

This ensures that support requests are captured consistently, regardless of where they originate, and handled without unnecessary delays.

Two colleagues smiling and reviewing content on a screen together, representing a payments team using Merchant Central's role-based permissions and merchant visibility settings to control access and protect sensitive information.
Protect Sensitive Information

BManage Permissions and
Visibility

Helpdesk includes role-based permissions that control who can access and manage tickets.

This allows teams to protect sensitive information while still enabling collaboration. Merchant visibility settings can also be configured, giving partners control over what merchants see and when they receive updates.

Woman working at a laptop in a warehouse with boxes in the background, representing a merchant logging support tickets and tracking requests through the Merchant Central self-service portal.
Faster Decisions, Better Control

Merchant Built for Self-Service

The Helpdesk can be extended directly to merchants through the Merchant Central portal so they can log and track support requests.

When enabled, merchants can log tickets, submit requests and track progress within the platform they already use. This creates a more structured support experience while reducing reliance on email and manual follow-ups.

Key Benefits 

An Efficient and Accountable Support Experience 

Merchant Central automates ticket routing, enables transparent merchant communication and powers

 configurable support workflows all within a single system. With a centralized view of merchant history and

 interactions, support teams can resolve issues more efficiently and deliver a more consistent experience.

Merchant Central Helpdesk ensures that no request is missed and every interaction is tracked. 

Clock icon representing Merchant Central's helpdesk tools for resolving merchant issues faster across every stage of the merchant lifecycle.
Faster issue resolution

across the merchant

 lifecycle 
Checkbox icon representing Merchant Central's structured support workflows for delivering more consistent ticket handling and resolution across teams.
 More consistent and

 structured support

processes 
Circular arrows icon representing Merchant Central's automation tools for reducing manual support workload by automating ticket creation, routing and follow-up.
Reduced manual

 workload through

 automation 
Glasses icon representing Merchant Central's centralized view of merchant interactions and support history for full visibility into every account.
Greater visibility into

 merchant interactions

 and history 

See Merchant Central Helpdesk

 
In Action In This Video

Merchant Central Time-Saving Calculator

Calculate Your Time Savings With
Merchant Central

Manual underwriting processes are time consuming and inefficient.
Want to see how Merchant Central can save you time? View our full calculations page.

Your Catalyst for Growth in Embedded Payments

Resources & Insights

eBook The Future of Merchant Infrastructure: How a Payments CRM Drives Growth & Efficiency Read More Blog Build vs. Buy: Choosing the Best Payments CRM For Your Business Read More Blog The Payments CRM That Powers Smarter Merchant Management Read More News NMI Acquires Fee Navigator, Adding AI-Powered Pricing Intelligence to Its Embedded Payments Platform Know More News NMI Acquires Dwolla, Strengthening Its Embedded Payments Platform With Advanced Money Movement Capabilities Know More News NMI Research: Frictionless Payments Rewire Consumer Spending Know More
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Team

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