This page is maintained for older versions of KronoDesk only. The latest documentation can be found at: https://kronodoc.inflectra.com

SpiraTest User Manual Help Viewer


1. Introduction
2. Functionality Overview
3. Home Page
4. Knowledge Base
5. Forums
6. Help Desk
7. User Profile
8. Reports
Legal Notices
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1. Introduction
2. Functionality Overview
3. Home Page
4. Knowledge Base
5. Forums
6. Help Desk
7. User Profile
8. Reports
Legal Notices

3.2. Employee Home Page

When you first access the system whilst logged-in as a customer support agent (i.e. in the “Employee” role such as ericemployee), it will display the employee home page illustrated below:

This dashboard is personalized to the current user and can also be customized by clicking on either the “Modify Layout/Settings” or “Add Items to Dashboard” hyperlink. By default, this home page includes the following customer agent widgets:

  • My Assigned Tickets – This widget displays a grid containing the most recent open help desk tickets that have been assigned to you. Each ticket is displayed along with the name of the product it relates to, the customer who opened it, the date it was created, its current status, and the date that it was last updated.
  • Unassigned Tickets – The widget displays a grid containing the most recent open help desk tickets that are not currently assigned to any customer support agent. Each ticket is displayed along with the name of the product it relates to, the customer who opened it, the date it was created, its current status, and the date that it was last updated.
  • Recent Updates – If enabled by the administrator, this will display a list of recent news items from the company’s website made available by an RSS newsfeed. Positioning the mouse over the title will display a popup tooltip containing the long description of the news item.
  • Recent Forum Posts – This widget displays a list of the most recent forum posts that have not yet been answered. The list includes the name and date of the post, and positioning the mouse over the title will display a popup tooltip containing the long description of the post.
  • Subscribed Threads – This widget displays a list of the support forum threads that your user is currently subscribed to. This allows you to keep track of specific topics that are of interest.
  • Subscribed Articles – This widget displays a list of the knowledge base articles that your user is currently subscribed to. This allows you to keep track of specific topics that are of interest.

As an employee or other internal user, you can click on the “Customer Home Page” hyperlink to display the view of a customer in case you want to see what they’re currently seeing: