The Overview
Key Upgrades coming to KronoDesk in v5.0:
- Group Views: Collaborate seamlessly with shared ticket views and faster response times.
- SLA Tracking: Monitor ticket metrics (including business hours) to ensure SLA compliance.
- Color Coding: Easily identify and prioritize tickets with customizable colors.
- Ticket Organization: Effortlessly navigate and manage your support queue.
Group Views
The new version of KronoDesk will introduce additional display options that allow you to view just the open or closed tickets associated with a specific customer support group:
You will be 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. The new version of KronoDesk will allow you to specify a maximum permitted reaction time and response 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 will also introduce 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 will allow you to specify the standard working hours per day of the week and add special non-working days such as public holidays.
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 have 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."
Overall, the new version of KronoDesk is a significant upgrade that will make it even easier for businesses to track and manage customer support tickets.
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