When submitting a new help desk ticket, the system scans the existing knowledge base and makes intelligent suggestions to help the customer. This reduces the number of repetitive help desk enquires that have previously been answered.
When the user starts to enter the name of the ticket, KronoDesk scans its knowledge base repository for articles that might solve the customers problem, displaying the suggestions directly within the ticket creation screen:
The customer can use the suggestion or simply ignore and submit the ticket if there are no matches.
In addition to the intelligence for end users, KronoDesk makes it easy for support agents to insert knowledge base articles into their replies to tickets:
KronoDesk comes with a pre-defined set of formats for the inserted information, including the name and hyperlink, the full article, and the name and abstract. In addition, you can create your own KB article insertion templates:
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SpiraTest combines test management, requirements traceability & bug-tracking
SpiraTeam brings your teams together, managing the entire application lifecycle
SpiraPlan lets you manage your programs and portfolio of projects like never before
Orchestrates your automated regression testing, functional, load and performance
The ultimate test automation platform for web, mobile, and desktop applications
The help desk system, designed specifically for software support teams
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