February 28th, 2023
Faster Solutions: Our Support System
Technical problems now and then plague us all—they are energy- and time-consuming. Unfortunately, the cannot always be avoided, especially in case of complex software like KRTS, where many factors, such as various hardware configurations, come into play. In order to reach a solution as fast as possible, efficient communication between the customer and us is required. For this purpose, we now use a ticket system. All customers automatically receive a one-off 10 free hours of support, which may be extended with additional support packages at any time. This only requires a running update service.
Advantages for both sides
The general approach is to add customers, who are submitting a support request for the first time, to the ticket system, where they are given their own section. There, an overview of all open and closed support requests can be found, each one addressed within an issue (ticket). Each issue also has its own communication thread, where customers can directly exchange messages with our developers. The system provides customers with a much easier overview of all requests as well as support hours already performed and those still available. Issues are also clearer and more traceable for Kithara developers, for example in case additional developers are assinged to an ongoing issue. The result is a significantly more efficient and quicker process of finding a solution, that is more expedient for both customers and Kithara developers than classic email exchange.
How does the first support request and inclusion in the system proceed?
One or more users are then added as contacts to our ticket system, who will receive the necessary login details. From that point on, all communication takes place exclusively via this system, for example also for any future support requests. It is also possible to be informed by email about new messages within the system.
The technical request included in the initial email from Step 1 is automatically converted into an issue. One or more Kithara developers are assigned to this issue, with whom users can directly communicate, for example, about detailled problem descriptions, logs, screenshots, etc. or which measures towards a solution are initiated by our developers.
After a working solution for the problem has been found and confirmed by the user, the issue is marked as closed by the user or by us.
Going forward, users are able to create new issues themselves, whereas for each new support request an individual issue should be created in order to maintain clarity.