KronoDesk Documentation

Here you will find the documentation for KronoDesk.

Introduction

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. KronoDesk® includes a powerful and flexible help desk ticketing system that can be quickly and easily tailored to meet your support needs. With support for custom fields and workflows you can create different support processes for your different products. KronoDesk® provides a knowledge base and online support forums, making your customers more self-sufficient with routine issues so that your support personnel can focus their time on the critical issues and complex enquiries. This user manual outlines the features and functionality available in KronoDesk®, and demonstrates how to use the application to improve your customer satisfaction and optimize your customer support. For information on how to install and administer KronoDesk, please refer to the KronoDesk Administrative Guide.

Improve Customer Satisfaction

For your customers, KronoDesk® provides a single, easy to use destination for all their support needs. When they 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. The customer can use their personalized dashboard to view the status of their help desk tickets and provide additional information as requested by the support agents.

Optimize Customer Support

For your support agents, KronoDesk® eliminates the time and effort spent checking separate systems for help desk tickets, support requests and forum posts. Using the customizable agent dashboard, they can view all their assigned tickets, monitor incoming forum posts and check for new tickets all from the same screen. To reduce the time and effort spent dealing with routine enquiries, the agents can use KronoDesk to create knowledge base articles, FAQs, whitepapers and forum posts to document common problems and the possible solutions.

Legal Notices

This publication is provided as is without warranty of any kind, either express or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

This publication could include technical inaccuracies or typographical errors. Changes are periodically added to the information contained herein; these changes will be incorporated in new editions of the publication. Inflectra^®^ Corporation may make improvements and/or changes in the product(s) and/or program(s) and/or service(s) described in this publication at any time.

The sections in this guide that discuss internet web security are provided as suggestions and guidelines. Internet security is constantly evolving field, and our suggestions are no substitute for an up-to-date understanding of the vulnerabilities inherent in deploying internet or web applications, and Inflectra^®^ cannot be held liable for any losses due to breaches of security, compromise of data or other cyber-attacks that may result from following our recommendations.

The section of the manual that describes modifying the Windows System Registry ("Registry") should only be attempted by experienced Windows administrators who are familiar with its organization and contents. Inflectra^®^ cannot be held liable for any losses due to damage to the system registry made by inexperienced personnel.

KronoDesk^®^ and Inflectra^®^ are either trademarks or registered trademarks of Inflectra Corporation in the United States of America and other countries. Microsoft®, Windows®, Explorer® and Microsoft Project® are registered trademarks of Microsoft Corporation. All other trademarks and product names are property of their respective holders.

Please send comments and questions to:

Technical Publications

Inflectra Corporation

8121 Georgia Ave

Suite 504

Silver Spring, MD 20910

U.S.A.

support\@inflectra.com