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Documentation Index

Fetch the complete documentation index at: https://docs.iru.com/llms.txt

Use this file to discover all available pages before exploring further.

The Iru Support Customer Portal allows customers to open new support tickets, communicate with support, and check the status of existing support requests.

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Signing In

To use the Support Customer Portal, you must be a Team Member with at least Auditor level access to the Iru Web App.
1

Open the Knowledge Base

Open our Knowledge Base. You can start from any page in the Knowledge Base, including this article.
2

Open Support

Click the Support button near the top right of the page.
3

Choose how to sign in

Choose Sign in with Kandji.io or Sign in with Iru.com.
4

Enter your organization subdomain

When prompted, enter the subdomain (e.g., accuhive when the full domain of your tenant is accuhive.iru.com), then authenticate with your web app credentials.

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Viewing Tickets

The Tickets page shows current ticket activity. From here, you can:
  • View ticket identifiers
  • View ticket subjects. Open a subject to read the thread with support or add a reply.
  • View the status of your support tickets
Any Team Member included in communications for a ticket will have access to that ticket in their portal.

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View All Tickets Associated with your Tenant

By default, web app team members only have access to tickets they created. Account Owners may request visibility to all tickets associated with their company tenant, for themselves and/or any other web app team members, by contacting support via chat, support portal, or email at support@iru.com.

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File a Support Ticket

Click Submit a Ticket near the top right of the page to open a new ticket with Iru Support.
  • Requester (required): The email address support uses for replies. It is prefilled for your account.
  • Cc: Add other people who should receive ticket messages; use Hide CC when you do not need this field.
  • Issue Summary (required): A short title for the request.
  • Device Serial(s): Optional; enter serial numbers when the ticket is about specific devices.
  • Full Details (required): The main description. The editor supports formatting such as bold, lists, links, images, and code snippets.
  • Attachments: Optional files such as screenshots or logs; add or remove them before you submit. Each upload cannot exceed 20 MB. If you need to share a larger file, say so in Full Details so Iru Support can help you transfer it another way.