KronoDesk 3.0 Released by Inflectra to Transform the Help Desk Experience | Inflectra

KronoDesk 3.0 Released by Inflectra to Transform the Help Desk Experience

7-Jan-2019 by Inflectra Product News

Inflectra® is pleased to announce the release of KronoDesk 3.0, the latest version of its powerful and easy to use help desk system. KronoDesk is the customer support system that lets users focus on their customers, instead of spending time configuring tools to do help and support. With its latest version, KronoDesk provides support for employee groups, so that customer support managers can more easily assign tickets, and a completely rewritten reporting module that lets you meet your compliance and reporting needs.

Why Use KronoDesk?

KronoDesk lets customers focus on helping their customers, not configuring tools. Kronodesk is beautiful on the outside and powerful on the inside. Customers can be up and running with a live help-desk in moments after sign-up. In addition, with Kronodesk, customers can get a customized look and feel in a few minutes and then set up the roles, permissions, forums within an hour.

End users love KronoDesk because they can get support fast and get back to what matters: being productive with their day job. When they need it, Kronodesk helps them help themselves. When they need personalized help, Kronodesk's powerful ticketing system gets customers in touch from anywhere, from email or online. A one-stop support-hub lets them see all their conversations and questions at a glance.

About the New Version

The new version includes many new features and enhancements that are described below:

Reporting Enhancements

The new reporting module in KronoDesk 3.0 is based on the reporting system developed for SpiraTeam. With the new version, in addition to the existing set of graphs and charts that are displayed on the reporting dashboard, you will also see a library of reports that you can generate:

Each of these reports will let you choose the format you want to display it in (we plan on supporting Acrobat, HTML, MS-Word, MS-Excel, and XML), as well choosing which elements to include in the report (for example, do we just want a simple list of help desk tickets, or do we want a comprehensive report that includes: tickets, support messages, notes, change history, linked incidents, and file attachments):

The reporting system includes a rich set of filtering and sorting options. So (for example), you can easily get a list of help desk tickets for a specific user or organization, within a certain date range, then export to a convenient PDF file.

Help Desk Ticketing Enhancements

We have completely redesigned the new help desk ticket logging page to make it quicker and easier for customers and users to raise new tickets when they need a problem addressed right away.

The new ticket creation page puts all the required fields "above the fold" on the page, with the optional fields displayed lower down. This makes it easier for a customer to know what they have to fill in to get the tickets submitted.

For customer support agents (and end users) the ticket viewing / editing page has also been completely rewritten from scratch. The new design reduces the vertical scrolling that was an annoyance with earlier versions of KronoDesk, better integrates the ticket notes, history, and file attachments into a single "journal view" designed to make it easier to see at a glance what action needs to be taken.

Ability to CC People

One of the most requested features is the ability to include a list of CCed people, so that when a support agent replies to the ticket, the opener and associated CC users will get an email response. We shall be updating our email integration tool to also read the CCed email addresses from the incoming email message. That way when you log a support ticket for the first time, all interested parties will get a response.

Support Agent Groups

Another key new feature in KronoDesk 3.0 is the ability to create support agent user groups that let multiple support personnel collaborate on tickets, where tickets can be assigned to individual agents as well as a group:

Knowledge Base Enhancements

We have made some changes to the design and layout of the knowledge base pages, to make better use of the space on the page, and have it display better across different sized devices, and handle articles with large screenshots more comfortably:

 

 

For a complete list of the new features, please refer to the official KronoDesk 3.0 release notes.

About KronoDesk

Superb customer support is critical to building and maintaining strong customer relationships and satisfaction. KronoDesk is an integrated customer support system that provides help desk ticketing, online forums and a searchable knowledge base.

About Inflectra 

Inflectra is dedicated to helping our customers effectively and affordably manage their software development lifecycle. We are proud to be able to help software teams decrease their time to market and increase the return on investment.

Our strong focus on providing an excellent customer experience helps us attract and retain customers of all sizes, across a broad range of markets and industries—from large corporations to small businesses, government agencies to individual developers, and professional services firms. 

Private ownership and a debt-free structure give our customers stability and the promise that we will continue to support their needs long after the close of a sale.

To learn more about Inflectra, visit us at www.inflectra.com or call 202-558-6885.