Spotlight on KronoDesk 2.0: Auto-Suggestion of KB Articles

March 10th, 2017 by inflectra

As you may have read - we're happy to have released the much-awaited update to KronoDesk, our help desk system. In this blog series, we'll be taking a look at some of the awesome new features in the latest version. Last on the list is the new and exciting functionality available to help users get answers to questions as they log a help desk ticket and also to make it quicker and easier for support agents to suggest articles to common problems.

As we wrote back in November, 2016, KronoDesk 2.0 comes with several new tools to automatically suggest ways to solve customer problems.

Auto-Suggest for Customers

When the user starts to enter the name of the ticket, KronoDesk scans its knowledge base repository for articles that might solve the customers problem, displaying the suggestions directly within the ticket creation screen:

The customer can use the suggestion or simply ignore and submit the ticket if there are no matches.

Auto-Insert for Support Agents

In addition to the intelligence for end users, KronoDesk makes it easy for support agents to insert knowledge base articles into their replies to tickets:

KronoDesk comes with a pre-defined set of formats for the inserted information, including the name and hyperlink, the full article, the name and abstract. In addition, you can create your own KB article insertion templates:


help desk kronodesk knowledge base