© Copyright 2006-2013, Inflectra Corporation - 1 - KronoDesk ® - Product Information Help Desk Ticketing, Online Knowledge Base and Support Forums in One

© Copyright 2006-2013, Inflectra Corporation - 1 -

KronoDesk® - Product InformationHelp Desk Ticketing, Online Knowledge Base and Support Forums in One Package


Objectives

After viewing this presentation you will:

Understand the challenges involved in providing high quality customer support

Have a strong grasp on the features provided by KronoDesk

Have learned about the benefits of using KronoDesk to manage your customer support


Agenda

Customer Support Overview

KronoDesk® Overview

Feature Walkthrough Dashboards Help Desk Ticketing Customer Support Forums Online Knowledge Base Reporting Mobile Interface Integration with SpiraTest / SpiraTeam

© Copyright 2006-2013, Inflectra Corporation Page: 4

Customer Support Challenges

When customers have questions or issues with a product or system they need customer support.

Customers ideally would like to find the answer to the problem quickly and easily without having to invest significant time in solving the issue

Companies want to provide the highest possible level of support in a manner that provides a high degree of satisfaction whilst being cost-effective at the same time

Traditional help-desk tools focus on providing support for individual customers, but don’t address the fact that many customer issues are not unique and have been solved before.


KronoDesk® Overview


Product Overview

KronoDesk® is an integrated customer support system that includes help desk ticketing, customer support forums and an online knowledge base in a single user interface.

When customers arrive with a problem, question or enquiry, KronoDesk® will direct them to relevant knowledge base articles, suggest helpful discussion threads and provide self-service solutions so that they can find a wide range of immediate solutions and suggestions.

For those enquiries that do not match an existing article or have not yet been discussed in a support forum, KronoDesk® will direct the customer to log a help desk ticket. The system provides an easy-to-use help desk submission form that gathers the appropriate information to ensure a speedy resolution of the problem.


Why Choose KronoDesk?

The top three reasons that our customers choose KronoDesk over other solutions are: Configurable Help Desk with Forums & Knowledge Base

KronoDesk includes a help desk ticketing system together with fully integrated customer forums and online knowledge base. The complete support package in one.

Personalized dashboards of key informationKronoDesk provides customized dashboards for both your customers and support agents that reduce information overload and enhance efficiency.

Available Hosted or On-PremiseKronoDesk is available as both a both a secure, hosted SaaS service or as an on-premise product that is installed in your own environment.In addition, we provide superb technical support that ensures that questions are dealt with in a timely and professional manner.


Feature Snapshot

Easy to use web-based help desk ticket submission

Automated email notifications when tickets updated

Track ticket change history and comments

Customizable fields, status, priorities and workflows

Built-in screenshot capture tool Upload articles and FAQs for

common problems Organize KB articles into

multiple categories

Setup user support forums so your customers can help each other

Central dashboard so that agents can monitor forum posts and tickets

Organize forums/threads into multiple categories

Subscribe to forums/threads by email or RSS

Knowledge base can be sorted and searched by keyword and category

Listed below are some of the many great features that makes KronoDesk customer support software the leading choice for companies and organizations worldwide:


Feature Walkthrough

© Copyright 2006-2013, Inflectra Corporation

Customer Home Page

The customer dashboard provides a single view for your customers to see new knowledge base articles, recent forum posts and all their open tickets.

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Support Agent Home Page

The customizable agent dashboard, allows your support agents to view all their assigned tickets, monitor incoming forum posts and check for new tickets all from the same screen.

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Support for Mobile Devices

KronoDesk provides a mobile web interface that allows customers using smartphones, tablets and other mobile devices to view their dashboard. They can then view their existing open tickets, search the knowledge base, and submit new help desk tickets.


Help Desk Ticketing - Entering

KronoDesk makes it easy for your customers to submit help desk tickets, attaching files and screenshots, making it easy for your support agents to reproduce issues and provide help.

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Help Desk Ticketing – Searching/Filtering

Your support agents can use the powerful sorting, searching and filtering features to track and manage their assigned tickets.

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Help Desk Ticketing - Responding

The ticket editing screen lets your customer agents quickly and easily respond to custom help desk tickets.

The system allows them to add notes, view the change history, attach documents and update the fields based on the workflow.

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Help Desk Ticketing – Contact History

The ticket details page lets you see all of the interactions between your support personnel and the customer

The change history lets you see the actions and escalations that have been performed on the help desk ticket

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Support Forums - Categories

The customer support forums allow you to create different support forum categories for different products and customer needs.

The system remembers which forums you have read and highlights any that have new threads or messages.

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Support Forums - Forums

The system displays the list of threads in each forum together with the number of replies and views.

The system remembers which threads you have read and highlights any that have new messages.

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Support Forums - Threads

The thread details page displays the original message together with a threaded list of customer and support agent replies.

Users can subscribe to the thread/forum as an RSS feed

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Knowledge Base – Categories & Tags

The knowledge base allows you to categorize support articles into categories based on the different products and types of article.

The tag cloud lets your customers quickly find articles related to specific topics.

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Knowledge Base – Searching/Filtering

The knowledge base is searchable by category, keyword and meta-tag, and includes the ability to find related articles and view the most popular and recent topics.

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Knowledge Base – Creating & Editing

The knowledge base article screen displays the text of the article, together with the list of associated tags.

Clicking on the tags will display any other articles that share the same meta-tag, allowing customers to quickly find related information.

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Email Notifications

KronoDesk contains a powerful email templating system so that outbound email messages can be formatted to fit your organization.

When users subscribe to threads, forums or articles, the system sends out automatic notifications

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Email Integration

KronoDesk can connect to your email system and automatically convert emails from customers into new help desk tickets.

The system is intelligent enough to determine which emails are replies to existing tickets and will automatically add the emails as new comments onto the existing help desk ticket.


Subscribe to Threads/Articles

Users can subscribe to specific articles, threads and forums When changes are made to an article, new threads are posted in a

forum or new replies are added to a thread, the user will be notified

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Customizable Reporting Dashboard

KronoDesk allows you to build a customized reporting dashboard featuring your frequently-used graphs, charts and reports. The data behind the graphs can be displayed and exported to a CSV/Excel file.


SpiraTeam® Integration

When used with SpiraTeam® you can integrate your customer support into your software development lifecycle.

Each KronoDesk™ ticket can generate new incidents in SpiraTeam so that customer requests can be seamlessly added to the project.

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Configuration & Customization

KronoDesk is completely configurable, so that you can tailor the system to match your customer support process.

The system lets you setup custom fields, priorities, statuses, types, resolutions and workflows so that you can tailor the product to fit your process and business.

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Questions?Please contact [email protected] if you have additional questions.


Legal Notices

DISCLAIMER: All product comparison diagrams have been made on the basis of information available on respective product websites. The analysis and views expressed in the diagrams and the information made available are purely those of Inflectra Corporation. It is possible that competing products have additional features not mentioned on the product websites.

Documents

© Copyright 2006-2013, Inflectra Corporation - 1 - KronoDesk ® - Product Information Help Desk Ticketing, Online Knowledge Base and Support Forums in One