Each agent can configure their own dashboard to layout and display the most useful information they need to help them with their job. There are a host of different panels to choose from so that agents and managers alike can get a view of the information they want to see.
For example for managers, there are panels to summarise agent activity and highlight current ticket priorities and for agents there are panels to show times in different countries and the latest product notices.

Campaigns can be created to send surveys to customers when tickets are closed to gain valuable feedback on their helpdesk experience or any other information you wish to gather. The data to be collected is fully configurable and so the reports allow you to get a view of the proportions of the responses.

Through roles and profiles define how you want you customers to view your data. Should it be view only? Or can they update their tickets? It's up to you.

All activity and changes to a ticket are recorded in the history so any agent picking up an issue can see exactly what's happened to an issue through the course of its lifetime.

A full hierarchical FAQ system is built-in to the system. To speed the answers to new issues, the FAQs can be searched and browsed directly within a ticket.

Emails to customers are sent directly from within the application or ticket. This ensures that emails are addressed correctly and the From & Reply-To fields are correctly set, rather than coming from a personalised account.

Each of your priorities can have their own SLA timings. To ensure you respond to issues within your set SLA times, notifications combined with a management monitoring allow you to control your tickets that are under SLA.

To help your agents ensure they capture the right information, first time, for a product, a series of reminders and questions can be created. The agent is prompted to complete these prompts and the answers are added to the ticket.

All the system lists are fully customisable in IssueCentre so that you can classify and report on tickets exactly as you need to.

No software is required to be installed by agents or customers to use IssueCentre. The application will work in all modern browsers and has been certified with the recent versions of Internet Explorer and Firefox.

Reports are automatically generated for weekly, monthly, quarterly and bi-annual periods. Because they are generated automatically they are quick and slick to view, with graphs and pie charts to give you a good view of how your work is split and how your agents are performing. In addition, the raw data of the charts can be exported to CSV so that you can process the data in other applications as required.

FAQs can be made available just to your internal agents or shared with your customers on the self-service customer service portal.

If our reports don't cover all of your exact needs we can integrate any bespoke reports you require directly from within the application. A permission can be used to restrict access to your bespoke reports.

Each ticket is classified with the type of problem that has raised the issue. It's critical that the classification list is kept clean so that from your reports you can understand what problems are taking the most time and tickets. To prevent the need to have a wide list of general error classifications, in addition to cross-product errors (such as Password Reset) you can create errors that are specific to a product.

Any number and type of files can be uploaded and associated with a ticket so that screenshots, config files, debug logs etc. can all be shared between agents to help resolve the issue.

IssueCentre's high configurability extends to keeping you and the customer informed of activity happening in IssueCentre. There are many different reasons for setting up notifications, from keeping customers informed on the details and progress of the tickets you've created for them, through to your management being alerted to SLA breaches, or your most important customer logging a ticket themselves. IssueCentre allows you to create notifications for each different type of activity along with dynamic content so that each stakeholder can see just the information pertinent to their interest.

IssueCentre is built on standard, reliable, scalable technologies. It uses JBoss J2EE server, backed by a PostgreSQL or SQL Server database, all of which can be scaled outwards with multiple clustered servers.

The banner can be customized to show your logo and branding and your primary brand colours can be configured to display throughout the application.

An extensive WebServices API that returns XML to allow you to integrate the creation, updating or retrieval of tickets from your other business systems.

Present custom tailored web portals for multiple customers from one installation of IssueCentre. The branding, colours, configuration and customization can all be set for each customer. Likewise your agents can switch between multiple customers with ease and are always reminded which they are working with by the branding and colours.

Agents can set reminders on tickets to help them to remember to return to a ticket on a particular date & time - useful if, for example, the customer/vendor is going to be uncontactable for a few days.

Because customer service never ceases your agents need to be able to work on multiple tickets at a time. For this reason we open each in a new window to facilitate agents working on multiple issues at one time.

Control the level of functions your agents can perform by configuring their user permissions.

Define your own templates to speed the entry of standard ticket issues and email responses.

Tags allow you to categorise your tickets with further meta-data however you wish. Permissions allow you to control whether agents must use a controlled structured list or have free capability to add tags as required.

Import your agent details from your Active Directory or other LDAP directory and use it as the authentication means so that users dont have to remember another password.

Our two methods of search meets everybodys needs. Our web-style single field type anything search is super simple to use and along with our innovative text notation is really quick to use.

You can save frequent search criteria and then run from a single click. Your most recent searches are also saved automatically so that likewise you rerun them from a single click.

Groups of agents that work on particular types of issue can be grouped together into a Fix group. This helps route issues to the right people according to the type of issue raised.

Roles allow you to group a number of privileges together so that you can easily control the permissions you assign to your users. We initially create a Standard Agent and Administrator role but you can add as many as you like.

Be warned of lost/missed/forgotten issues with our new idle notification. Decide for yourself exactly the criteria and frequency of your reminders to make sure you dont miss an issue again.

Privacy settings allow you to prevent your customers from seeing certain files and activity on their issues.