Transcript KronoDesk Overview Presentation

KronoDesk® - Product Information
Help Desk Ticketing, Online Knowledge Base and Support Forums in One Package
© Copyright 2006-2013, Inflectra Corporation
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Objectives
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After viewing this presentation you will:
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Understand the challenges involved in providing high
quality customer support
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Have a strong grasp on the features provided by
KronoDesk
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Have learned about the benefits of using KronoDesk
to manage your customer support
© Copyright 2006-2013, Inflectra Corporation
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Agenda
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Customer Support Overview
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KronoDesk® Overview
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Feature Walkthrough
 Dashboards
 Help Desk Ticketing
 Customer Support Forums
 Online Knowledge Base
 Reporting
 Mobile Interface
 Integration with SpiraTest / SpiraTeam
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Customer Support Challenges
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When customers have questions or issues with a
product or system they need customer support.
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Customers ideally would like to find the answer to the problem
quickly and easily without having to invest significant time in
solving the issue
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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
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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.
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KronoDesk® Overview
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Product Overview
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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.
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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.
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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-touse help desk submission form that gathers the appropriate
information to ensure a speedy resolution of the problem.
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Why Choose KronoDesk?
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The top three reasons that our customers choose
KronoDesk over other solutions are:
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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.
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Personalized dashboards of key information
KronoDesk provides customized dashboards for both your customers
and support agents that reduce information overload and enhance
efficiency.
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Available Hosted or On-Premise
KronoDesk 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.
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Feature Snapshot
Listed below are some of the many great features that makes
KronoDesk customer support software the leading choice for
companies and organizations worldwide:
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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
© Copyright 2006-2013, Inflectra Corporation
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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
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Feature Walkthrough
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Customer Home Page
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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
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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.
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Help Desk Ticketing - Entering
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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
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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
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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
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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
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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
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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
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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
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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
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The knowledge base is searchable by category, keyword and metatag, and includes the ability to find related articles and view the most
popular and recent topics.
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Knowledge Base – Creating & Editing
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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
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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.
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Subscribe to Threads/Articles
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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.
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SpiraTeam® Integration
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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
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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.
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Legal Notices
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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.
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