Group Views
The new version of KronoDesk introduces additional display options that allow you to view just the open or closed tickets associated with a specific customer support group:
You are able to click on the Group Open Tickets or Group Closed Tickets options on the main navigation menu and then select the name of the support group from the dropdown list. The system will then display the list of tickets assigned to members of that support group only. You can then sort/filter the list using the standard functionality available on other screens.
Customer SLA Tracking
One of the most frequent requests for KronoDesk has been the need to support tracking the reaction and resolution times against customer-defined SLAs. This new version of KronoDesk allows you to specify a maximum permitted reaction time and resolution time for each combination of ticket type and priority:
The reaction time is the time it takes from a customer initially logging a ticket to the support agent being assigned to work on it. The resolution time is the time it takes from the customer initially logging a ticket to receive a satisfactory solution to their problem (and thereby closing the ticket). The latter will exclude any time when the ticket is assigned to the customer and waiting for a response.
To make this SLA tracking meaningful, the new version of KronoDesk also introduces the concept of working hours per day so that time outside of those hours is excluded from the SLA calculations:
The working hours per day allows you to specify the standard working hours per day of the week and add special non-working days such as public holidays.
Viewing the Ticket SLA Compliance
When you display the list of tickets, you can choose to show the special ticket SLA columns:
The following columns are available:
- Reaction Time: This is the amount of working time spent so far on the specific ticket prior to it being assigned or reacted to. If the time spent has exceed the SLA, the time will shown with a red background.
- Reaction Time Remaining: This is the amount of time remaining on this ticket before the reaction time SLA is breached. If breached, the time will become negative and the background will be shaded red.
- Resolution Time: This is the amount of working time spent so far on the specific ticket prior to it being resolved. If the time spent has exceed the SLA, the time will shown with a red background.
- Resolution Time Remaining: This is the amount of time remaining on this ticket before the resolution time SLA is breached. If breached, the time will become negative and the background will be shaded red.
Enhanced Color Coding
In addition to the new views and SLA tracking, the latest version also allows you to specify color coding for ticket types and statuses:
We already had color coding for tickets, which denotes the ticket's priority. The status/type color coding is typically used only for a small number of ticket types and statuses where you want to highlight exception cases. For example, in the screenshot above, we are highlighting tickets that are of type "support" and those that are "waiting on development."
How Do I Get The New Version?
We have already updated all new KronoDesk cloud trials to version 5.0, and the download installer for v5.0 is already published in our secure customer portal for trial and production users alike. For existing cloud customers, we shall be updating your instance automatically on the December 13th maintenance window. If you'd like to be upgraded earlier, please contact our support team to get it scheduled.