Multibrand Capable

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 […]

Agent Ticket Access Management

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 […]

Templated Responses

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 […]

Using Fix groups

Fix groups allow you to setup groups of agents that are focussed on working on a specific group of tickets.  They can be used to: Separate your agents into teams that handle 1st Line and 2nd Line roles Identify groups of agents with product knowledge specialisms Allow a specific team to always handle a special […]

Things to note about SLAs

If the attributes of a ticket mean that multiple SLAs can be applicable, IssueCentre will choose the SLA that has the highest target. If you setup a new SLA, it will be applied only to the relevant tickets that are created after it has been created – it will not be applied retrospectively to existing […]

How to ensure you hit every SLA

Once your SLAs have been fully configured (see how to configure them here) IssueCentre helps ensure you never breach an SLA with the following tools. Remember SLAs only count down during the Support hours configured on the SLA and while the ticket is not set to a status that is marked as “Suspend SLA” (e.g. […]

How to personalise your view of tickets

Within a ticket, it is possible to configure the list of events that are displayed , so you only see the information that matters to you. You can select to view any combination of events; Notifications that have been sent from the ticket, agent update notes and system updates (changes in Status/Priority/etc). To configure this, […]

Managing Service Level Agreements (SLAs)

SLAs allow you to monitor the management of your tickets against timescales to ensure you are providing your customers with a consistent level of customer service. IssueCentre allows you to configure SLAs for the time taken by your agents to provide a first response to a new ticket being raised, ongoing customer updates and a […]

How to Setup a SLA

To set up an SLA From the Administration main menu, open the Tickets configuration sub-menu and then select SLAs. Choose an existing SLA to edit, we provide a “Standard” one for you to start with, or just start entering details to create a new one. You might wish to name your SLAs according to the […]

How to use the Rich text editor

When adding events to tickets the editor allows basic formatting to be applied to the text. The types of formatting that can be applied include the following: > Font type / size > Text colour / background colour > Bold / Italic / Underline text styles > Bullet points / numbered lists In addition to […]

When to mark an email as processed and when to mark it as spam

IssueCentre’s built in email system allows mail to be archived so you can identify which messages you’ve dealt with and which you still need to address. There are a couple of ways to mark an email as ‘processed’. If the email is directly related to a ticket (or several tickets), you can add the email […]

How IssueCentre manages Ticket Locking and Collisions

IssueCentre’s ticket locking mechanism prevents you from accidentally making changes to tickets which are already being edited by someone else. By viewing a ticket, you will automatically lock it if it’s not already locked by another agent. You’ll be able to tell if you are the user who has the ticket locked by looking at […]