GENERAL FAQS

Q|

Can my customers see their own tickets?

A|

Yes, IssueCentre provides the ability for your customer to login and view tickets assigned to them. A simple Web based portal give access to add event information and upload associated files that will help the agents resolve the ticket.

Q|

What can IssueCentre be used for?

A|

We believe that IssueCentre is the perfect solution for Helpdesks, Project Management teams and Software Development Bug Tracking, but it can be used in any scenario where events need to be managed and tracked. A flexible approach allows IssueCentre to be tailored to your business quickly and simply.

Q|

How can IssueCentre help my business?

A|

IssueCentre has been designed to help the smooth operation of your business with tools to proactively manage the issue lifecycle. The SLA monitor prevents outstanding issues from ever being forgotten or overlooked. A powerful notification and reminder system keeps your customers and agents updated. For managers, a built-in audit provides vital information for ongoing resource planning.

Q|

Is IssueCentre a new product?

A|

IssueCentre has been in existence for 10 years but has only just been released as a product. It was developed as the central system for a successful technical services company where it stores and manages all of their support calls and is core to their ISO 9001 processes ensuring that tickets get actioned consistently to the business processes.

Q|

What is a "Brand" and why would I use multiple brands?

A|

Brands provide the ability to setup logically separated data and configurations. This means that the picklists, branding, tickets, FAQs and reports that you see will all be different for each brand. To prevent the need to reconfigure and duplicate certain common picklists there are some things that you can choose to share across brands. For example, you may wish to use the same priority definitions across all brands, but equally these could be configured differently for each brand if required. Branding is set at the brand level, so that whenever an agent switches to a different brand they will view the associated branding. The ability to setup multiple brands is a unique feature of IssueCentre and can be used in a variety of ways.

Q|

What browsers are supported?

A|

Internet Explorer, Firefox, Chrome, Safari.

Q|

Can IssueCentre be integrated with other systems?

A|

Yes, absolutely. Using our WebServices API, you can query, add and update tickets from your existing systems. Documentation and sample code is available here.

Q|

What email integration does IssueCentre provide?

A|

IssueCentre uses Internet standard SMTP and IMAP to connect to your email server. Outbound emails are automatically branded, audited and linked to tickets. Inbound emails are presented in a user-friendly format and can be linked to existing tickets or used as the basis for new tickets. File attachments are split out and stored with in the ticket for convenience.

Q|

Can I use my corporate branding in IssueCentre?

A|

For both agents and customers using the application the screen is coloured and branded according to the brand the user is working on. This includes the header displaying a company banner and title bars and buttons being colour coded to the brand colour. This is particularly important if your agents work on multiple brands as it serves as a constant reminder as to the corporate identity they are working for.

TECHNICAL FAQS

Q|

What technology is IssueCentre based on?

A|

IssueCentre is written as a multi-tier scalable J2EE application.  IssueCentre is certified for use with JBoss version 7, with its data stored in PostgreSQL or Microsoft SQL Server.

Q|

Can IssueCentre scale to the size of my business?

A|

IssueCentres core is built using Enterprise-ready scalable technologies. Our Cloud platform is built to have spare capacity and has redundancy built in to ensure it is always available.  If you’re wanting to host it yourself, small deployments can even be deployed on a single server, however for larger implementations we recommend a multi-tiered server approach, with redundancy included if you require resilience to your configuration.

Q|

What is the minimum screen resolution the application works with?

A|

All the screens are designed to work with a minimum resolution of 1024×768. Agents can gain advantage by working with higher resolutions so as to display more information on screen at any one time. Also multiple monitors can be an advantage when viewing/editing multiple tickets in popup windows.

Purchasing and Licensing

Q|

What does the annual maintenance provide?

A|

Annual maintenance provides you with all software upgrades released during the maintenance brand period. Standard user and configuration support is also provided Mon-Fri 9am-5.30pm. Additional support and time coverage can be provided, details available on request.