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KronoDesk™
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General Features
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Free upgrades and support for 1 year from date of purchase
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Unlimited help desk tickets, support forums and knowledge base articles
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Supports .NET Frameworks 4.0
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Support for SQL Server 2005 or newer
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Clean and powerful user interface
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All editions allow unlimited customer user accounts
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Built-in screenshot capture capability
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Full Unicode Extended Character Support
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Support for Multiple Languages
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WYSIWYG Rich Text Editing
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Customer Dashboard
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Displays list of recent forum posts
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Displays list of most highly viewed knowledge base articles
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Displays list of recent knowledge base articles
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Provides convenient starting place for searching knowledge base, forums or submitting help desk ticket.
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Integrated RSS newsreader lets you publish company/product news to customer support page.
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Support Agent Dashboard
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Consolidated view of information to make life easier for support agents.
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Displays list of agent's assigned tickets
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Displays list of unassigned tickets that the agent can self-assign
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Displays list of recent forum posts that the agent may want to respond to
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Displays list of subscribed threads that the agent wants to actively monitor
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Integrated RSS newsreader lets you publish company/product news to support agents.
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Help Desk Ticketing
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Easy to user web-based help desk ticket submission page
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Support for custom fields to help categorize incoming tickets
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Ability to specify fields as being hidden, disabled and/or required depending on product selection
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Customer can attach documents, files, web links and screenshots to help desk tickets
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Support for custom fields to help categorize incoming tickets
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Support agents can sort, search and filter help desk tickets by different fields
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Customizable workflow engine that lets you tailor the actions that agents can perform and the fields they can change.
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Support agents can attach comments and notes to the support tickets to request more information and propose solutions.
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Support agents can view the entire change history for a specific help desk ticket.
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Customers can log new help desk tickets by simply sending a emails into the support email address,
KronoDesk will parse the email and create a new help desk ticket, including any attached documents.
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Customers can reply to existing help desk tickets through email, with KronoDesk intelligently
reading the email and adding the comments/information to the appropriate tickets.
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Support agents can create product defects in SpiraTeam linked to the current ticket.
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Support Forums
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Ability to organize forums into different categories and link categories to different products
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Forums can contain an unlimited number of threads and messages
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Users can search or browse forums to find solutions to their issues.
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Registered users and customers can create new support forum threads and post replies to existing threads.
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Registered users and customers can subscribe to specific threads or forums
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Registered users and customers can view their subscribed items as an RSS newsfeed.
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The system automatically tracks which forums and threads the user has seen so that they can
quickly and easily see which forums and threads contain new items.
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Forum and Thread URLs optimized for Search Engine Optimization (SEO).
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Knowledge Base
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Ability to organize knowledge base articles into different categories and link categories to different products
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Articles can be shared amongst multiple categories.
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Categories can be organized into a hierarchy with unlimited number of levels
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Customers and support agents can search, sort and filter the knowledge base by any of the fields and by keyword
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Tag cloud that displays the meta-tags associated with different articles and illustrates the number of articles associated with each tag.
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Support agents can attach documents, files, web links and screenshots to knowledge base articles.
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Ability to view article details together with links to related articles.
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Administration
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Ability to configure list of different product definitions, with associated workflows and categories.
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Ability to customize ticket priorities, statuses, types and resolutions
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Ability to configure help desk ticket custom properties and custom lists.
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Ability to customize the application text and imagery to match your company's branding without any scripting or coding.
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Ability to setup different ticket workflows for different product types and customize ticket fields by workflow.
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Ability to setup custom email templates to provide tailored information and to match company branding.
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Integration
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Built-in integration with SpiraTeam® to allow support agents to log incidents in SpiraTeam from
KronoDesk help desk tickets.
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Changes to linked SpiraTeam® incidents displayed in KronoDesk in real-time, providing support agents
with real-time visibility of incident updates.
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