A central ticketing service for vendor escalations across every Accadema-managed channel.
Iris is the platform's support backbone — institutions and integrators raise tickets through one interface, regardless of which Accadema product is involved or which underlying vendor (the library system, the institutional repository system, an external repository) is the root cause. The triage layer routes to the right team, the SLAs are explicit, and the knowledge base is shared.
Support quality in research infrastructure is often a function of how cleanly the question gets to the person who can answer it. Iris is built around that routing — and around the realisation that the customer should not have to know which vendor sits behind a given product.
Inbound ticket from any channel routed to the right product team and the right SLA tier — with auto-classification where the pattern is clear.
When the root cause sits with a vendor (the library system, the institutional repository system, an external repository), Iris is the bridge — and the customer keeps a single point of contact.
Tickets feed a shared knowledge base so the same answer does not get rewritten three times for three customers.
One inbox for every escalation, the right SLA tier, the vendor escalation handled for the customer. The customer gets one answer, the right way, every time.