Submitting Help Desk Tickets Without Doing Research? No More!

Thursday, February 23, 2017

Often times we find it "amusing" to get help desk tickets from customers that are trying to do something (e.g. integrate SpiraTeam with product X) and to answer their question, all I have to do is search on Google or our company's website for the question they asked and up pops the answer!!
Well now that we have upgraded to our help desk to KronoDesk 2.0, they will no longer have to wait for us to do the searching for them... KronoDesk searches our knowledge base automatically as they submit their ticket and takes care of business... less time waiting for help... more time to enjoy a cup of coffee :-)

3 Replies
Thursday, February 23, 2017
re: inflectra.david Thursday, February 23, 2017

Let us know if you have similar experiences?

Monday, November 20, 2017
re: inflectra.david Thursday, February 23, 2017

Sometimes doing the research is not 'amusing' when we want a quick answer to something.  I believe most would prefer to do our own research and learn on our own.  However, searching through the Admin Guide, User Manual, Inflectra Knowledge Base and/or Forums can be exhausting and a waste of time for a quick answer that we may never find - unless we submit a ticket.

We have found it much easier to 'Google It' and have our answers found immediately within Inflectra.   Thanks for the tip Adam!

Tuesday, November 21, 2017
re: brooksdj Monday, November 20, 2017

Good point. We have a site-wide search on our website, powered by DuckDuckGo that is another good option for finding content across the manuals, blogs, KB articles and forums...



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  • Started: Thursday, February 23, 2017
  • Last Reply: Tuesday, November 21, 2017
  • Replies: 3
  • Views: 16135