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The handling of multiple brands is one of IssueCentre’s most powerful features. Multiple brands allow you to create segregated silos of tickets that are managed independently, but elegantly through the same application. Some typical examples of where this can be relevant include: A company that has multiple products that stand alone on their own branding […]
We know that controlling access to your ticket data is important even within your agent groups and so we have granular access permissions that can be configured to determine exactly the tickets and functions an agent has access to. On the Agent maintenance screen you will find the Brand Access setting. All [brands] is the […]
Template (canned) responses are a great time saver, allowing for agents to record/output common problems or email content. To restrict the length of the template list to only those that are relevant, templates can be attributed to specific products. To add new templated responses from the Administration menu choose Templates from the Brand section of […]