It provides all the functionality that is needed to run a helpdesk off of and for the tracking, assigning, and communication of problems for customers. It also provides forums and a knowledge base so customers may browse similar or the same problem and find a solution before the helpdesk is required.
- Eric Bailey, SMS Inc.
As you evaluate KronoDesk for your help desk needs, please use the following resources:
Well it happened, one day later than expected (or hoped!). The US and EU have managed to work out a deal to allow the continued cross-border transfer of data that relates to EU citizens. What does this mean for the cloud industry? Business as normal? Same toothless process as before, or something meaningful...
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.
For those customers that prefer to use email, KronoDesk provides powerful email integration functionality that can intelligently read incoming emails and generate new help desk tickets as well as add comments to existing open tickets.
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.
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