Start or End a Support Session

If you are experiencing issues or require help with IRIS ParentMail that you are not able to resolve using our Help Centre, a live chat agent can assist using a support session. Support sessions are used to provide direct access to your version of IRIS ParentMail.

Start Support Sessions

  1. In IRIS ParentMail, click Help, then select Live Chat. Alternatively, click Live Chat from the top of the left-hand menu.

  2. The ParentMail Live Chat window is displayed. Click Start chat now!.
  3. Request a support session with the agent. Copy the code provided by the support agent.
  4. In IRIS ParentMail, click the Padlock icon at the bottom of the left-hand menu.
  5. The Support Session window is displayed. Enter the session code in Enter code below, then click Start Session.
  6. The Information window displays confirmation of the activated support session, click OK.
  7. The Support Session window displays the name of the agent who is supporting you adjacent to Session Owner:.

    If required, click Close to remove the Support Session window.

End Support Sessions

  1. When you have received the required support, on the Support Session window, click End Session.

    If the support session is not ended by you or the support agent it is automatically closed after 30 days. The expiry details of the support session are displayed adjacent to Expires in the Support Session window.

  2. The Information window displays a success message confirming the session has been ended. Click OK.