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All our great features available to all our great customers

No limitations here. Sign up with us and you’ll get all the features you need plus all the support you want.

We call it the 'software surprise' and it's an old trick. Buy what seems to be a great package only to discover you actually have to buy much more to make it useful. We've all been there; found the hidden costs, uncovered the pay for access features, felt the frustration as your expenses get higher and higher.

Not here.

We designed IssueCentre to be the best software available, we're proud of it and we think making all the fantastic functionality available to all our customers regardless of size is a clear demonstration of our commitment to being the best; whether that's looking after our customers or just designing the best software.

All the IssueCentre features you'll have are explained below. Go on have an explore, after all they were built for you. But if you want to see them in action just sign up for the free trial.

All Level Reporting
Run wide ranging reports across all brands or parameterised reports down to fine levels of details
Separate URL
Each brand has its own customer portal
Separate Email
Each brand can have its own dedicated email address for inbound email.
Agent Access Management
Control exactly the brands or tickets that you wish your agents to have access to.
Separate Look and Feel
Each brand can have its own look and feel so that agents working on the brand are always immersed in the brand values.
Separate Configuration
Each brand can be configured completely separately, so that priorities, products, SLAs, statuses, notifications etc are all specific to the brand.
Multi-brand Capable
Run multiple company brands all from with the same tool. Agents can work across multiple brands and easily switch between brands at a moments notice, whilst also having a global view of what’s going on across the entire brand estate.

Ticket Assignment Rules
Have tickets automatically routed to groups of agents according to rules based on the ticket attributes.
Simultaneous Ticket Editing Management
IssueCentre allows agents to work on and switch between multiple tickets. Full lock management ensures two agents dont duplicate work.
Asset Integration
Outbound Email Integration
Send emails directly from within IssueCentre so that all emails are tracked and associated with the right ticket.
Manual-Automated Inbound Email Integration
Choose exactly how you want Inbound emails to be processed; from manual processing with Agents picking up emails from the integrated IssueCentre Inbox, to semi-automatic processing for ticket updates, right through to fully automatic creation/update of tickets.
Ticket Reminders
Set a reminder on a ticket to automatically alert you to remember that all important action and remove reliance on your memory.
Linked Tickets
Link tickets together that have a common root cause so you can access related tickets directly.
Templated Responses
Create canned ticket descriptions and email content to speed up processing of common work.

SLA Notifications
Fire off emails to alert managers or agents to tickets that are approaching their SLA targets.
Working Hours
Specify the hours your agents work so that SLAs can be tracked accordingly.
Multiple SLA Targets
Monitor tickets against SLA targets for First Response, Customer Updates and Final resolution.
Multiple SLAs
Define the target response times for different levels of SLA. Different SLAs can be allocated to brands, customers and products with tickets tracked accordingly.
SLA Dashboard
A dashboard overview allows managers and agents to quickly see a RAG overview of whether you are meeting your SLAs or whether a problem is building.
Automated and Manual Time Recording
The system keeps track of all time spent by agents on tickets. Advanced features allow you to manage time when working on multiple tickets and even make sure you dont miss the time before the ticket is created. A manual override permission can be granted to allow agents to record additional off-line time.

Surveys and Campaigns
Create customised survey satisfaction forms to send to your customers when their ticket is closed. Use campaigns to control when the Surveys are sent out.
CSV Export
Export any of your search results, query results or reports to CSV output.
Scheduled Reports
Schedule your favourite reports to be sent to you on a daily, weekly, monthly or quarterly basis.
Charts and Graphs
Add charts and graphs to your report designs to summarise and simplify the display of your query results.
WYSIWYG Report Builder
Design the layout and content of your report using the latest browser drag and drop techniques.
Query Template Library
Choose or update from a pre-built library of common queries.
Query All Data
Query all of the data tables in the database, not just tickets.
Query Builder
Build your own queries,by selecting the exact fields or calculations you want to display along with the criteria to filter the data by.
Full Audit
IssueCentre records every change on all data tables so you can always track down who did what.

API
Integrate IssueCentre with your internal tools to raise tickets automatically or display ticket details from within your own apps with our easy to use WebServices API.
Customer Portal
End users can login to your branded customer portal to view and update their own tickets.
Personalised Dashboards
Agents can create their own personal dashboards to monitor the and display the information that most interests them.
Email Routing
Setup routes so that specific email addresses can be routed to the correct brand inbox.
Knowledgebase
Create a knowledgebase of FAQs for your agents to share their knowledge with other agents or direct to customers through the customer portal.
Asset Management
Create a database of your assets so that tickets can be associated with the assets in order to ticket history.
Fix Group Rules
Create groups of agents with common specialisms or that are to focus on particular types of tickets e.g. 1st Line Call Handlers, Product Specialists
Locking and Collision Management
Tickets and Emails can all be locked to prevent agents duplicating the same work.
Rich Text Formatting
Ticket problems and updates can be written using a Rich Text editor to allow formatting to provide emphasis, structure and distinction to important content.
Tags
Tag tickets with common attributes to provide a flexible means to find a group of tickets
Product Prompts
Have the system prompt the agent for additional information or script guidance when tickets are created for specific products.
Customisable System Fields
Set your own values for all the ticket’s system fields
Smart Search
Find tickets easily with the IssueCentre smart search that helps you choose your search criteria with the minimum of keystrokes.
First Contact Solution
Keep track of key performance indicators including specific handling of tickets that are closed on the first contact.
Custom Fields
Add your own custom fields to record additional structured information on tickets.
Personalised Search and Views
Agents can create their own favourite searches for instant access to tickets of interest.
Templated Responses
Create canned ticket descriptions and email content to speed up processing of common work.

Network Access Restrictions
If required, control access to your IssueCentre with IP address range limitations.
Custom Agent Roles
Create security roles to simplify management and assignment of permissions to groups of agents.
Agent Permission Control
A detailed level of permissions allow agents to be individually allocated just the right level of access and control you require.
AD/LDAP Integration
Configure IssueCentre to integrate with your AD/LDAP server for login authentication into IssueCentre avoiding the need for users to remember additional passwords
Data Segregation
Customer data on our hosted platform is segregated into separate customer databases to ensure your data is kept private.
SSL Encryption
All of your data sent from your browser to the IssueCentre servers is transmitted over HTTPS.
Event Privacy
Control access to the ticket events that are visible to the customer through the customer portal.