IRIS's own Customer Forum

It was set up as a route to open dialogue with IRIS so that they can make improvements. However, as they don't feedback it just makes posting on it pointless.

It is about the same as their support line lately. Their customer  support has become shocking. I deal with some of the IT here, and the number of times I get a member of our team saying "IRIS have said I need to do this, can you help?" They tell you to do something and say call back if you have a problem, where as 2 or 3 years ago they used to talk you through solving the issue.

Trouble is, the software is still so damned good!

I have had a similar experience.  Both Iris & users made an effort at the start and I still believe it can and should be a good way of interaction but my own view is that the structure lets it down.  I login and sometimes am unsure where I should put my question or comment, in other words it's not as slick & UF as other sites I've used.

The best forum I've used is FreeAgent's Community support (hosted I think by Get Satisfaction) http://community.freeagentcentral.com/freeagentcentral you do feel you are part of it all and get extremely rapid responses & comments by their team & other users.

I haven't ever been on the customer forum. Is there a place to suggest things for the next release? I've noticed a few inconsistencies that I'd like to see changed just to make it easier to use. May as well mention them here anyway as I'll get heard!

AP gives a file name relating to the PDF you are generating, whereas BT and PT sometimes don't and instead use the filename you used last.

AP's posting screen is not attached to the main window whereas BT & PT bits are. A silly little thing but I use software called WinSplit which lets me move windows side by side (my screen is big enough to almost have two normal full screen windows) and having the posting window seperate messes this up.

... is in the customer support tab, not the most accessible place, it should have a link on all pages IMHO.

You can post product suggestions there.

I read your bitchy comments with some interest.

I have found the Support at Iris wonderful, however the call cues are simply down to people who REFUSE to read the supporting help documents, If you have a Payroll or Technical enq, and 

you ring the RIGHT NUMBER!, then you enq will be answered timely.

However if you are the kind of person who plays telephone number bingo, and just dial the first 12 numbers you put your chubby little fingers on, then if you are passed to another department well that is simply your fault, if you have not read the supporting documents for your software purchase, again your fault. If you have installed your software to the ZZZZZZ Drive and not the P drive, because someone in your office is "Good with computers" ( which means loosely, they can turn the damn thing on, again your fault). If your printer is out of paper then why would you call and IT SOFTWARE department!" 

Yes Iris support are busy, very busy, I waited over an hr yesterday, but I did have a valid enquiry.

My call was answered with speed clarity and courtesy, stop mouthing off at how bad the service is, perhaps if you paid more attention to what you were doing, you wouldn#t be spending half of your life on hold.