Look at the key features that make KronoDesk your best choice for customer support and help desk:
KronoDesk has a powerful range of help desk and customer support features:
| KronoDesk® | |
|---|---|
| General Features | |
| Free upgrades and support for 1 year from date of purchase | Checked |
| Unlimited help desk tickets, support forums and knowledge base articles | Checked |
| Cross-browser web interface with highly responsive AJAX screens. | Checked |
| Support mobile devices including iOS, Android and Windows Phone. | Checked |
| Clean and powerful user interface | Checked |
| All editions allow unlimited customer user accounts | Checked |
| Built-in screenshot capture capability | Checked |
| Full Unicode Extended Character Support | Checked |
| Support for Multiple Languages | Checked |
| WYSIWYG Rich Text Editing | Checked |
| Web Services SOAP and REST APIs to enable integration with other tools/applications | Checked |
| Data import wizard that allows easy migration of existing data via Microsoft Excel | Checked |
| Customer Dashboard | |
| Displays list of recent forum posts | Checked |
| Displays list of most highly viewed knowledge base articles | Checked |
| Displays list of recent knowledge base articles | Checked |
| Provides convenient starting place for searching knowledge base, forums or submitting help desk ticket. | Checked |
| Integrated RSS newsreader lets you publish company/product news to customer support page. | Checked |
| Support Agent Dashboard | |
| Consolidated view of information to make life easier for support agents. | Checked |
| Displays list of agent's assigned tickets | Checked |
| Displays list of unassigned tickets that the agent can self-assign | Checked |
| Displays list of recent forum posts that the agent may want to respond to | Checked |
| Displays list of subscribed threads that the agent wants to actively monitor | Checked |
| Integrated RSS newsreader lets you publish company/product news to support agents. | Checked |
| Help Desk Ticketing | |
| Easy to user web-based help desk ticket submission page | Checked |
| Support for custom fields to help categorize incoming tickets | Checked |
| Ability to specify fields as being hidden, disabled and/or required depending on product selection | Checked |
| Customer can attach documents, files, web links and screenshots to help desk tickets | Checked |
| Support for custom fields to help categorize incoming tickets | Checked |
| Support agents can sort, search and filter help desk tickets by different fields | Checked |
| Customizable workflow engine that lets you tailor the actions that agents can perform and the fields they can change. | Checked |
| Support agents can attach comments and notes to the support tickets to request more information and propose solutions. | Checked |
| Support agents can view the entire change history for a specific help desk ticket. | Checked |
| 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. | Checked |
| 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. | Checked |
| Email addresses CCed to the support email are automatically attached to the help desk ticket and included on all outbound email notifications. | Checked |
| Customer support agents can add additional CCed email addresses to existing support tickets. | Checked |
| Ability to merge duplicate tickets into a single ticket with the combined message thread. | Checked |
| Support agents can create product defects in SpiraTeam linked to the current ticket. | Checked |
| Support Forums | |
| Ability to organize forums into different categories and link categories to different products | Checked |
| Forums can contain an unlimited number of threads and messages | Checked |
| Users can search or browse forums to find solutions to their issues. | Checked |
| Registered users and customers can create new support forum threads and post replies to existing threads. | Checked |
| Registered users and customers can subscribe to specific threads or forums | Checked |
| Registered users and customers can view their subscribed items as an RSS newsfeed. | Checked |
| 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. | Checked |
| Forum and Thread URLs optimized for Search Engine Optimization (SEO). | Checked |
| Knowledge Base | |
| Ability to organize knowledge base articles into different categories and link categories to different products | Checked |
| Articles can be shared amongst multiple categories. | Checked |
| Categories can be organized into a hierarchy with unlimited number of levels | Checked |
| Customers and support agents can search, sort and filter the knowledge base by any of the fields and by keyword | Checked |
| Tag cloud that displays the meta-tags associated with different articles and illustrates the number of articles associated with each tag. | Checked |
| Support agents can attach documents, files, web links and screenshots to knowledge base articles. | Checked |
| Ability to view article details together with links to related articles. | Checked |
| Ability to auto-suggest articles when the user starts to enter a help desk ticket. | Checked |
| Shortcuts that let support agents quickly insert KB article links into help desk tickets | Checked |
| Users, Groups and Organizations | |
| Users can be either external (customers) or internal (support agents) with internal users able to log new tickets on behalf of customers. | Checked |
| External users can be grouped into customer 'organizations' that allow supervisors to see all tickets in the organization, reassign tickets, and make updates to them. | Checked |
| Internal users can be assigned to 'employee groups' that let customer support managers assign tickets to either individual support agents or groups related to a specific product or team. | Checked |
| Import users from existing LDAP / ActiveDirectory server, with integrated authentication. Reuse existing passwords | Checked |
| Customizable Reporting | |
| Library of standard graphical graphs including ticket creation/closure rates, cumulative ticket counts, ticket aging and turnaround times. | Checked |
| Custom ticket graphs that lets you pick the x-axis and group-by fields from any standard or custom field. | Checked |
| Ability to view the data-grid associated with any of the graphs and export to a CSV / Excel file. | Checked |
| Library of printable customer support reports including: help desk tickets, customer organizations, users, and knowledge base articles. | Checked |
| Ability to customize the reports to include different types of information | Checked |
| Ability to filter the reports by date ranges | Checked |
| Ability to filter the reports by various parameters (e.g. display only open, high priority tickets) | Checked |
| Multi-format reporting, including HTML, Acrobat PDF, or MS-Word narrative style and HTML or MS-Excel tabular style. | Checked |
| Administration | |
| Ability to configure list of different product definitions, with associated workflows and categories. | Checked |
| Ability to customize ticket priorities, statuses, types and resolutions | Checked |
| Ability to configure help desk ticket custom properties and custom lists. | Checked |
| Ability to customize the application text, colors and imagery to match your company's branding without any scripting or coding. | Checked |
| Ability to setup different ticket workflows for different product types and customize ticket fields by workflow. | Checked |
| Ability to setup custom email templates to provide tailored information and to match company branding. | Checked |
| Integration | |
| Built-in integration with SpiraTeam® to allow support agents to log incidents in SpiraTeam from KronoDesk help desk tickets. | Checked |
| Changes to linked SpiraTeam® incidents displayed in KronoDesk in real-time, providing support agents with real-time visibility of incident updates. | Checked |
And if you have any questions, please email or call us at +1 (202) 558-6885