Faster issue resolution
across the merchant
lifecycle
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.
Gateway Account
Management
Create new gateway accounts or update existing ones quickly to keep payment processing running smoothly.
Terminal & Equipment
Configuration
Set up and configure terminals and hardware to ensure merchants are ready to accept payments without delays.
Merchant Details & Pricing
Updates
Easily update merchant information and pricing structures to maintain accuracy and reflect current agreements.
Value-Added Service
Management
Enable, modify, or manage additional services to enhance merchant offerings and support business growth.
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.
Capture Requests Consistently
Automate Workflows and
Speed Up Response Times
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.
Protect Sensitive Information
Manage 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.
Extended Directly to Merchants
Merchant 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
More consistent and
structured support
processes
structured support
processes
Reduced manual
workload through
automation
workload through
automation
Greater visibility into
merchant interactions
and history
merchant interactions
and history
By centralizing support, introducing structured workflows and automating key processes, Merchant Central helps teams deliver a more reliable and efficient support experience.
See Merchant Central Helpdesk
In Action In This Video
Merchant Central Time-Saving Calculator
Calculate Your Time Savings With
Merchant Central
Without a centralized and structured system to support merchants, tracking issues and managing responses is
time consuming and inefficient. Use this calculator to estimate how much time Merchant Central
could save your team by automating helpdesk workflows.
Number of merchants in your portfolio
Helpdesk
Without Merchant Central
Support interactions are often spread across email, phone and internal notes. This makes it harder to track issues, maintain context, and ensure timely responses, resulting in stressed teams and unhappy merchants.
hours/month
Merchant Central
Merchant Central centralizes support into a single full-service system. Ticket creation, automated routing, merchant communication and workflows are managed in one place, making it easier for support teams to respond and resolve issues efficiently and deliver a reliable and consistent experience.
hours/month
hours saved
50%
Saving
Merchant Central Time-Saving Calclulator
Total Time Saved
Without Merchant Central
hours/month without Merchant Central
163
326
652
1630
3260
hours/month without Merchant Central
With Merchant Central
81.5
163
326
815
1630
hours/month with Merchant Central50%
50%
50%
50%
50%
SavingYour Catalyst for Growth in Embedded Payments