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.
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.
Bring Consistency to Support Operations
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.
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.
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.
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.
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.
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.
Faster issue resolution across the merchant lifecycle
More consistent and structured support processes
Reduced manual workload through automation
Greater visibility into 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.
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. Want to see how Merchant Central can save you time?
Your Catalyst for Growth in Embedded Payments
Resources & Insights
eBookThe Future of Merchant Infrastructure: How a Payments CRM Drives Growth & EfficiencyRead More
BlogBuild vs. Buy: Choosing the Best Payments CRM For Your BusinessRead More
BlogThe Payments CRM That Powers Smarter Merchant ManagementRead More
NewsNMI Research: As FIFA World Cup 26™ Heads to North America, Nearly Half of U.S. Travelers Say Paying Is Easier Abroad and Transit Is the Weak SpotKnow More
NewsNMI Acquires Fee Navigator, Adding AI-Powered Pricing Intelligence to Its Embedded Payments PlatformKnow More
NewsNMI Acquires Dwolla, Strengthening Its Embedded Payments Platform With Advanced Money Movement CapabilitiesKnow More