{"id":36796,"date":"2019-10-31T22:13:50","date_gmt":"2019-10-31T19:13:50","guid":{"rendered":"https:\/\/prohoster.info\/blog\/tehpodderzhka-na-raz-dva-tri\/"},"modified":"2019-10-31T22:13:50","modified_gmt":"2019-10-31T19:13:50","slug":"tehpodderzhka-na-raz-dva-tri","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/tehpodderzhka-na-raz-dva-tri","title":{"rendered":"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Pro\u010d pot\u0159ebujete specializovan\u00fd software pro technickou podporu, zejm\u00e9na pokud ji\u017e m\u00e1te bug tracker, CRM a e-mail? T\u00edmto t\u00e9matem se asi nikdo nezab\u00fdv\u00e1, proto\u017ee spole\u010dnosti se silnou technickou podporou obvykle maj\u00ed helpdesk syst\u00e9m u\u017e d\u00e1vno, zat\u00edmco ostatn\u00ed \u0159e\u0161\u00ed po\u017eadavky a \u017e\u00e1dosti z\u00e1kazn\u00edk\u016f \"na kolen\u011b\", nap\u0159\u00edklad pomoc\u00ed e-mailu. To m\u016f\u017ee m\u00edt v\u00e1\u017en\u00e9 n\u00e1sledky: pokud existuj\u00ed z\u00e1kaznick\u00e9 \u017e\u00e1dosti, m\u011bly by b\u00fdt zpracov\u00e1ny a uchov\u00e1v\u00e1ny tak, aby nedo\u0161lo k \"\u017e\u00e1dosti zav\u0159en\u00e9 a zapomenut\u00e9\", \"\u017e\u00e1dosti zapomenut\u00e9 a zav\u0159en\u00e9\", \"\u017e\u00e1dosti, kter\u00e1 vis\u00ed ve statusu up\u0159esn\u011bn\u00ed informac\u00ed po 7 m\u011bs\u00edc\u016f\", \"po\u017eadavku ztracen\u00e9mu\", \"omlouv\u00e1me se\" (univerz\u00e1ln\u00ed varianta pro v\u0161echny p\u0159\u00edpady nespr\u00e1vn\u00e9 pr\u00e1ce s \u017e\u00e1dost\u00ed \u2014 t\u00e9m\u011b\u0159 jako lidsk\u00fd exception). Stali jsme se IT spole\u010dnost\u00ed, kter\u00e1 pro\u0161la cestu od pot\u0159eby po ticket syst\u00e9m a\u017e po v\u00fdrobu tohoto syst\u00e9mu. Obecn\u011b m\u00e1me p\u0159\u00edb\u011bh a my v\u00e1m ho vypr\u00e1v\u00edme.<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460008\/\"><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/538413b8bac8231dca6148b814094fc7.png\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>\u0160evcova bota bez bot<\/h2>\n<p>\n13 let vyv\u00edj\u00edme CRM syst\u00e9m, kter\u00fd v prav\u00e9m slova smyslu \"je na\u0161\u00edm v\u0161\u00edm\": za prv\u00e9, je to vlajkov\u00e1 lo\u010f, kolem kter\u00e9 se to\u010d\u00ed cel\u00fd ostatn\u00ed software, za druh\u00e9, m\u00e1 v\u00edce ne\u017e 6000 klient\u016f\u2026 Tady stoj\u00ed za to na chv\u00edli zastavit v\u00fd\u010det a uv\u011bdomit si, \u017ee pro n\u00e1\u0161 relativn\u011b mal\u00fd t\u00fdm podpory a in\u017een\u00fdr\u016f je 6000 klient\u016f, z nich\u017e se n\u011bkter\u00fdm objevuj\u00ed probl\u00e9my, dotazy, po\u017eadavky atd. \u2014 to je tsunami. Zachra\u0148ovala n\u00e1s jasn\u00e1 reak\u010dn\u00ed syst\u00e9m a na\u0161e CRM, kde jsme sledovali \u017e\u00e1dosti klient\u016f. Jakmile v\u0161ak vy\u0161la verze RegionSoft CRM 7.0, za\u010dali jsme dost\u00e1vat \u0161pi\u010dkov\u00e9 z\u00e1t\u011b\u017ee na zam\u011bstnance a cht\u011bli jsme klidn\u00e9, jednoduch\u00e9, spolehliv\u00e9 \u0159e\u0161en\u00ed jako AK-47, aby in\u017een\u00fd\u0159i a pracovn\u00edci s klienty nebyli navz\u00e1jem \"pod nohama\" v syst\u00e9mu, a aby karta klienta nevyrostla p\u0159ed o\u010dima ohromen\u00fdch koleg\u016f.\u00a0<\/p>\n<p>Prozkoumali jsme trh, probrali rusk\u00e9 i dovozov\u00e9 nab\u00eddky s \u2014 desk a -support v n\u00e1zvech. Byla to zaj\u00edmav\u00e1 selekce, b\u011bhem n\u00ed\u017e jsme si ujasnili 2 v\u011bci:<\/p>\n<ul>\n<li>jednoduch\u00e1 \u0159e\u0161en\u00ed v z\u00e1sad\u011b neexistuj\u00ed, v\u0161ude je spousta r\u016fzn\u00fdch vylep\u0161en\u00ed, kter\u00e1 ji\u017e m\u00e1me v CRM, a kupov\u00e1n\u00ed druh\u00e9 CRM od dodavatele CRM je minim\u00e1ln\u011b podivn\u00e9;\n<\/li>\n<li>Ne\u010dekan\u011b jsme za\u010dali c\u00edtit soucit s ne-IT spole\u010dnostmi: t\u00e9m\u011b\u0159 v\u0161echny podobn\u00e9 software je zam\u011b\u0159eno na IT a mal\u00e9 firmy z jin\u00fdch obor\u016f mus\u00ed bu\u010f p\u0159iplatit za funk\u010dnost, kterou nevyu\u017eij\u00ed, nebo si vyb\u00edrat z velmi \u00fazk\u00e9 nab\u00eddky software (to v\u00e1m nen\u00ed 100 a v\u00edce CRM na trhu!). A p\u0159itom v\u011bt\u0161ina na\u0161ich klient\u016f je pr\u00e1v\u011b takov\u00fdch!\n<\/li>\n<\/ul>\n<p>\nNastal \u010das zav\u0159\u00edt prohl\u00ed\u017ee\u010de a otev\u0159\u00edt IDE. Jak to v IT \u010dasto b\u00fdv\u00e1, chce\u0161-li m\u00edt pohodln\u00fd software, ud\u011blej si ho s\u00e1m. My jsme ho ud\u011blali: cloudovou, jednoduchou a pohodlnou aplikaci, kter\u00e1 se rozb\u00edh\u00e1 v jak\u00e9mkoli prohl\u00ed\u017ee\u010di za 5 minut, osvoj\u00ed se za p\u016fl hodiny a\u0165 u\u017e in\u017een\u00fdrem, \u010di prodava\u010dkou, nebo zam\u011bstnancem call-centra \u2014 jak\u00fdmkoli pracovn\u00edkem, kter\u00fd um\u00ed pracovat s prohl\u00ed\u017ee\u010dem. Takhle jsme vyvinuli <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Podpora<\/b><\/a><\/noindex>.\u00a0<\/p>\n<p>Technick\u00e9 spu\u0161t\u011bn\u00ed prob\u011bhlo o m\u011bs\u00edc d\u0159\u00edve a na\u0161i klienti jej ji\u017e hodnotili jako velmi pohodln\u00fd n\u00e1stroj, kter\u00fd dok\u00e1\u017ee nahradit jin\u00e9 kan\u00e1ly. Ale v\u0161e m\u00e1 sv\u016fj \u010das.<\/p>\n<h2>Jak\u00fd je to software?<\/h2>\n<p>\nPodstata <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Podpora<\/b><\/a><\/noindex> Je maxim\u00e1ln\u011b jednoduch\u00fd a p\u0159ehledn\u00fd: ve dvou kliknut\u00edch zakl\u00e1d\u00e1te port\u00e1l pro svou firmu, registrujete na n\u011bm sv\u00e9 oper\u00e1tory (podp\u016frn\u00e9 zam\u011bstnance), nastavujete dotazn\u00edk (formul\u00e1\u0159, kter\u00fd va\u0161i klienti vypln\u00ed p\u0159i vytv\u00e1\u0159en\u00ed po\u017eadavk\u016f) a\u2026 hotovo. Odkaz na port\u00e1l podpory (helpdesk) m\u016f\u017eete um\u00edstit na sv\u00e9m webu v sekci podpory, rozeslat klient\u016fm, pos\u00edlat v online chatu na webu, uv\u00e9st v soci\u00e1ln\u00edch s\u00edt\u00edch atd. Klienti se po p\u0159echodu na odkaz registruj\u00ed a zanech\u00e1vaj\u00ed svou \u017e\u00e1dost, ud\u00e1vaj\u00edc v\u0161echny pot\u0159ebn\u00e9 parametry. Oper\u00e1to\u0159i p\u0159ij\u00edmaj\u00ed \u017e\u00e1dost do pr\u00e1ce a za\u010d\u00ednaj\u00ed \u0159e\u0161it probl\u00e9m klienta. Oper\u00e1to\u0159i vid\u00ed v\u0161echny tikety v jednotn\u00e9m centru pro zpracov\u00e1n\u00ed \u017e\u00e1dost\u00ed (v hlavn\u00ed tabulce), a klienti pouze sv\u00e9.<\/p>\n<p>Tak\u00e9 je dostupn\u00e1 mo\u017enost p\u0159ipojen\u00ed port\u00e1lu p\u0159\u00edmo k va\u0161\u00ed str\u00e1nce jako subdom\u00e9ny. Nap\u0159\u00edklad, pokud je va\u0161e str\u00e1nka \u201eromashka.ru\u201c, m\u016f\u017eete nastavit p\u0159\u00edstup k port\u00e1lu technick\u00e9 podpory p\u0159es url \u201esupport.romashka.ru\u201c nebo \u201ehelp.romashka.ru\u201c. Pro va\u0161e klienty to bude velmi pohodln\u00e9, nebo\u0165 si nebudou muset pamatovat odd\u011blenou slu\u017ebu s url \u201esupport.zedline.ru\/romashka\u201c.<\/p>\n<h4>Poj\u010fme si proj\u00edt rozhran\u00ed<\/h4>\n<p>\nNa pracovn\u00ed plo\u0161e ZEDLine Support se nach\u00e1z\u00ed tabulka se \u017e\u00e1dostmi, ve kter\u00e9 si m\u016f\u017eete prohl\u00e9dnout sv\u00e9 \u017e\u00e1dosti (nap\u0159\u00edklad vedouc\u00ed m\u016f\u017ee prohl\u00e9dnout pr\u00e1ci kter\u00e9hokoli oper\u00e1tora nebo v\u0161ech oper\u00e1tor\u016f najednou) a \u017e\u00e1dosti s r\u016fzn\u00fdmi stavy. Ka\u017ed\u00e9 \u017e\u00e1dosti je p\u0159id\u011blen odpov\u011bdn\u00fd oper\u00e1tor. B\u011bhem pr\u00e1ce na \u017e\u00e1dosti mohou oper\u00e1to\u0159i delegovat pr\u00e1ci na jin\u00e9 oper\u00e1tory. Administr\u00e1tor m\u016f\u017ee \u017e\u00e1dost smazat, pokud je to nutn\u00e9.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/a15a526a842a549ec1d62ea2c57f8755.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nFormul\u00e1\u0159 \u017e\u00e1dosti vypad\u00e1 takto. N\u00e1zev a typy pol\u00ed si m\u016f\u017eete nastavit v sekci nastaven\u00ed. V konstruktoru m\u016f\u017eete p\u0159izp\u016fsobit pole formul\u00e1\u0159e tak, jak vy\u017eaduje specifika \u017e\u00e1dost\u00ed va\u0161ich klient\u016f, pomoc\u00ed typizovan\u00fdch objekt\u016f, jako jsou: \u0159et\u011bzec, v\u00edcerozm\u011brn\u00fd text, datum, cel\u00e9 \u010d\u00edslo, \u010d\u00edslo s plovouc\u00ed desetinnou \u010d\u00e1rkou, za\u0161krt\u00e1vac\u00ed pol\u00ed\u010dko atd. Nap\u0159\u00edklad, pokud obsluhujete n\u011bjak\u00e9 za\u0159\u00edzen\u00ed, m\u016f\u017eete v \u017e\u00e1dosti ur\u010dit povinn\u00e1 pole \u201eTyp za\u0159\u00edzen\u00ed\u201c a \u201eS\u00e9riov\u00e9 \u010d\u00edslo\u201c, abyste okam\u017eit\u011b identifikovali objekt, k n\u011bmu\u017e se ot\u00e1zka vztahuje.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/c101cef920a4b244ee70c24ff0c54324.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nHotov\u00e1 \u017e\u00e1dost obsahuje v\u0161echny informace zadan\u00e9 klientem. Po p\u0159ijet\u00ed \u017e\u00e1dosti administr\u00e1tor p\u0159id\u011bl\u00ed tiket oper\u00e1torovi, kter\u00fd se pust\u00ed do zpracov\u00e1n\u00ed \u017e\u00e1dosti. Nebo pr\u00e1v\u011b oper\u00e1tor vid\u00ed p\u0159ich\u00e1zej\u00edc\u00ed \u017e\u00e1dost a, v\u011bdom si mez\u00ed sv\u00e9 kompetence, ji p\u0159ijme do pr\u00e1ce s\u00e1m.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/d35ac5434363a7aab7af5260d43fed7c.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nVe formul\u00e1\u0159i \u017e\u00e1dosti lze p\u0159ilo\u017eit obr\u00e1zky a dokumenty, kter\u00e9 jsou pot\u0159ebn\u00e9 k vy\u0159e\u0161en\u00ed probl\u00e9mu klienta (mohou je p\u0159ilo\u017eit jak klient, tak oper\u00e1tor). Maxim\u00e1ln\u00ed po\u010det soubor\u016f v tiketu a velikost p\u0159\u00edlohy mohou b\u00fdt nastaveny v nastaven\u00ed, co\u017e umo\u017e\u0148uje kontrolovat vyu\u017e\u00edv\u00e1n\u00ed diskov\u00e9ho prostoru, kter\u00fd je jedn\u00edm z parametr\u016f zvolen\u00e9ho tarifn\u00edho pl\u00e1nu.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/18dcf14d9506624c12c63d8ed8fc09c6.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nUvnit\u0159 \u017e\u00e1dosti je implementov\u00e1n jednoduch\u00fd chat, kde se zobrazuj\u00ed zm\u011bny status\u016f \u017e\u00e1dosti, a tak\u00e9 se vede korespondence mezi klientem a oper\u00e1torem \u2014 jak uk\u00e1zala praxe, n\u011bkdy velmi dlouh\u00e1. Je dobr\u00e9, \u017ee v\u0161echny informace se ukl\u00e1daj\u00ed, m\u016f\u017eete na n\u011b apelovat v p\u0159\u00edpad\u011b probl\u00e9m\u016f, st\u00ed\u017enost\u00ed, n\u00e1rok\u016f ze strany vedouc\u00edho nebo p\u0159ed\u00e1n\u00ed tiketu jin\u00e9mu oper\u00e1torovi.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/79af694c30c053d00e6032b54b183d2f.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nPro oper\u00e1tory v port\u00e1lu\u00a0 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex> Existuj\u00ed dva typy pr\u00e1v: Administr\u00e1tor a Oper\u00e1tor. Administr\u00e1to\u0159i mohou nastavovat syst\u00e9m, p\u0159id\u00e1vat nov\u00e9 a odstra\u0148ovat neaktivn\u00ed oper\u00e1tory, spravovat p\u0159edplatn\u00e9, pracovat s konstruktorem atd. Oper\u00e1to\u0159i mohou pracovat s \u017e\u00e1dostmi, p\u0159i\u010dem\u017e jak administr\u00e1to\u0159i, tak oper\u00e1to\u0159i mohou prohl\u00ed\u017eet a \u00fa\u010dastnit se \u010dinnosti kolem v\u0161ech \u017e\u00e1dost\u00ed v syst\u00e9mu.\u00a0<\/p>\n<p>Ka\u017ed\u00fd registrovan\u00fd u\u017eivatel na port\u00e1lu m\u00e1 osobn\u00ed kabinet. Zv\u00e1\u017e\u00edme osobn\u00ed kabinet administr\u00e1tora, nebo\u0165 zahrnuje v\u0161echny funkce a m\u00e1 maxim\u00e1ln\u00ed konfiguraci.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/fa511a8ba062f051fccced07f5fa4417.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nVe formul\u00e1\u0159i jsou ve v\u00fdchoz\u00edm nastaven\u00ed dv\u011b pole, ostatn\u00ed p\u0159id\u00e1v\u00e1te v\u00fdb\u011brem typu pole ze seznamu. Pole formul\u00e1\u0159e lze u\u010dinit povinn\u00fdmi nebo nepovinn\u00fdmi pro vypln\u011bn\u00ed klientem. V budoucnu pl\u00e1nujeme roz\u0161\u00ed\u0159it po\u010det typ\u016f pol\u00ed, v\u010detn\u011b podle p\u0159\u00e1n\u00ed u\u017eivatel\u016f port\u00e1lu ZEDLine Support.<\/p>\n<p>Je t\u0159eba poznamenat, \u017ee konstruktor formul\u00e1\u0159\u016f je k dispozici pouze v placen\u00fdch tarifech. U\u017eivatel\u00e9 tarifu \u201eBezplatn\u00fd\u201c (takov\u00fd tak\u00e9 existuje) mohou pou\u017e\u00edvat pouze standardn\u00ed formul\u00e1\u0159 s poli pro uveden\u00ed t\u00e9matu a popisu probl\u00e9mu, kter\u00fd je vedl k kontaktov\u00e1n\u00ed technick\u00e9 podpory.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/f61e60d8c21253540f0219590f08a56b.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n<img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/889c7c2ee0d1821f23a2b60290259b13.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nProzat\u00edm lze ve statistice zobrazit pouze jedin\u00fd diagram dynamiky po\u010dtu \u017e\u00e1dost\u00ed, ale do budoucna pl\u00e1nujeme tento dashboard v\u00fdrazn\u011b roz\u0161\u00ed\u0159it, obohatit ho analytick\u00fdmi mo\u017enostmi.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/26768aafbdbbdcbc329c063cd8be648c.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nV sekci \u201eP\u0159edplatn\u00e9\u201c jsou k dispozici funkce fakturace. Zde je uvedeno jedine\u010dn\u00e9 identifika\u010dn\u00ed \u010d\u00edslo, tarif a po\u010det oper\u00e1tor\u016f na n\u011bm (<noindex><a rel=\"nofollow\" href=\"https:\/\/zedline.ru\/?page=tarifs#tops\">jsou k dispozici 4 tarify ZEDLine Support<\/a><\/noindex>), datum ukon\u010den\u00ed p\u0159edplatn\u00e9ho, zobrazuje se aktu\u00e1ln\u00ed z\u016fstatek. Z tohoto rozhran\u00ed lze kdykoli zm\u011bnit tarif, zm\u011bnit po\u010det oper\u00e1tor\u016f, prodlou\u017eit vyu\u017e\u00edv\u00e1n\u00ed slu\u017eby, dob\u00edt z\u016fstatek. V sekci \u201eTransakce\u201c mohou administr\u00e1to\u0159i prohl\u00ed\u017eet v\u0161echny uskute\u010dn\u011bn\u00e9 transakce: platby, zm\u011bnu tarifu, zm\u011bnu po\u010dtu oper\u00e1tor\u016f, \u00fapravy plateb.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/2a7f6ac245556417679049ab19c70fb2.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nV nastaven\u00ed je mo\u017en\u00e9 uv\u00e9st e-mail pro automatick\u00e1 ozn\u00e1men\u00ed, i kdy\u017e to nen\u00ed povinn\u00e9. Jako v\u00fdchoz\u00ed se pro zas\u00edl\u00e1n\u00ed ozn\u00e1men\u00ed pou\u017eije unifikovan\u00e1 adresa slu\u017eby. Chcete-li, aby va\u0161i klienti dost\u00e1vali ozn\u00e1men\u00ed va\u0161\u00edm jm\u00e9nem, mus\u00edte nastavit e-mailov\u00fd \u00fa\u010det. Ozn\u00e1men\u00ed o stavu \u0159e\u0161en\u00ed probl\u00e9mu budou odes\u00edl\u00e1na z t\u00e9to adresy, tak\u017ee nebudou obt\u011b\u017eovat oper\u00e1tory a zam\u011bstnance podpory a budou o\u010dek\u00e1vat ozn\u00e1men\u00ed (nebo si mohou prohl\u00e9dnout stav sv\u00e9 \u00falohy v rozhran\u00ed port\u00e1lu). <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex>). U\u017eivatel\u00e9 a odpov\u011bdn\u00ed oper\u00e1to\u0159i mohou b\u00fdt informov\u00e1ni o nov\u00fdch zpr\u00e1v\u00e1ch v r\u00e1mci tiketu a o zm\u011bn\u00e1ch stavu tiketu, nebo lze takov\u00e1 ozn\u00e1men\u00ed vypnout.<\/p>\n<p>Tak\u00e9 v nastaven\u00ed lze kontrolovat objem dostupn\u00e9ho diskov\u00e9ho prostoru, aktu\u00e1ln\u00ed datab\u00e1ze, ur\u010dovat maxim\u00e1ln\u00ed velikost datab\u00e1ze a maxim\u00e1ln\u00ed po\u010det soubor\u016f v tiketu. To je nezbytn\u00e9 pro zaji\u0161t\u011bn\u00ed hospoda\u0159en\u00ed s objemem \u00falo\u017ei\u0161t\u011b poskytnut\u00fdm tarifikac\u00ed.<\/p>\n<p>M\u016f\u017eete tak\u00e9 nastavit preambuli formul\u00e1\u0159e, kter\u00e1 se bude zobrazovat v horn\u00ed \u010d\u00e1sti formul\u00e1\u0159e p\u0159i vytv\u00e1\u0159en\u00ed tiketu. V preambuli m\u016f\u017eete uv\u00e9st pravidla pro vytv\u00e1\u0159en\u00ed tiketu, uv\u00e9st pracovn\u00ed dobu podpory nebo orienta\u010dn\u00ed dobu odpov\u011bdi oper\u00e1tora na tiket, pod\u011bkovat u\u017eivateli za osloven\u00ed nebo ozn\u00e1mit marketingovou akci. Zkr\u00e1tka, co v\u00e1m p\u0159\u00edjde na mysl.<\/p>\n<p>Slu\u017eby integrace s RegionSoft CRM jsou poskytov\u00e1ny v\u0161em klient\u016fm zdarma a prov\u00e1d\u011bny specialisty na\u0161\u00ed spole\u010dnosti \u201ena kl\u00ed\u010d\u201c (pro tarif \u201eVIP\u201c). V sou\u010dasn\u00e9 dob\u011b se tak\u00e9 pracuje na v\u00fdvoji API pro integraci s jak\u00fdmikoli jin\u00fdmi slu\u017ebami a aplikacemi.\u00a0<\/p>\n<p>Nyn\u00ed neust\u00e1le aktualizujeme n\u00e1\u0161 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex>, m\u00e1me rozs\u00e1hl\u00fd backlog a budeme r\u00e1di za va\u0161e n\u00e1vrhy, p\u0159\u00e1n\u00ed a dokonce i kritiku.<\/p>\n<p>Ch\u00e1peme, \u017ee v etap\u011b startupu m\u016f\u017ee b\u00fdt mnoho kritik od potenci\u00e1ln\u00edch u\u017eivatel\u016f a kolemjdouc\u00edch, ale slibujeme, \u017ee ka\u017ed\u00e1 va\u0161e pozn\u00e1mka bude posouzena s maxim\u00e1ln\u00ed pozornost\u00ed.\u00a0<\/p>\n<h4>Co to bude st\u00e1t?<\/h4>\n<p>\nCo se t\u00fd\u010de tarifn\u00ed politiky, jedn\u00e1 se o b\u011b\u017en\u00fd model pro SaaS, t\u0159i placen\u00e9 tarify v z\u00e1vislosti na po\u010dtu operator\u016f, objemu diskov\u00e9ho prostoru a softwarov\u00fdch mo\u017enostech (od 850 K\u010d za oper\u00e1tora m\u011bs\u00ed\u010dn\u011b) + je zde bezplatn\u00fd tarif pro jednoho oper\u00e1tora (vhodn\u00fd pro freelancery, I\u010c a podobn\u011b).<\/p>\n<blockquote><p><i>Oznamujeme akci konaj\u00edc\u00ed se od 1. srpna do 30. z\u00e1\u0159\u00ed 2019: p\u0159i prvn\u00ed platb\u011b na v\u00e1\u0161 \u00fa\u010det bude na v\u00e1\u0161 z\u016fstatek p\u0159ips\u00e1no 150 % uhrazen\u00e9 \u010d\u00e1stky. Pro z\u00edsk\u00e1n\u00ed bonusu je pot\u0159eba v platebn\u00edm p\u0159\u00edkazu uv\u00e9st promo k\u00f3d &#171;<b>Startup<\/b>&#187; n\u00e1sleduj\u00edc\u00edm zp\u016fsobem:<b> \u201ePlatba za slu\u017eby ZEDLine Support (promo k\u00f3d )\u201c<\/b> Tedy p\u0159i platb\u011b 1000 K\u010d bude na z\u016fstatek p\u0159ips\u00e1no 1500 K\u010d, kter\u00e9 m\u016f\u017eete pou\u017e\u00edt na aktivaci jak\u00fdchkoli slu\u017eeb.<\/i><\/p><\/blockquote>\n<h2>V \u010dem je syst\u00e9m helpdesku lep\u0161\u00ed ne\u017e ostatn\u00ed mo\u017enosti?<\/h2>\n<p>\nJak ukazuje praxe, pro mnoh\u00e9 mal\u00e9 a st\u0159edn\u00ed podniky je jedin\u00fdm zp\u016fsobem, jak zpracov\u00e1vat z\u00e1kaznick\u00e9 dotazy, e-mail. I kdy\u017e podnik implementoval CRM syst\u00e9m, e-mail st\u00e1le vytv\u00e1\u0159\u00ed obrovsk\u00e9 \u0159et\u011bzce zpr\u00e1v s \u0159e\u0161en\u00edm probl\u00e9m\u016f z\u00e1kazn\u00edk\u016f. \u0158et\u011bzce se p\u0159eru\u0161uj\u00ed, ztr\u00e1c\u00ed, mazaj\u00ed a p\u0159i jedin\u00e9 chyb\u011b p\u0159i odesl\u00e1n\u00ed ztr\u00e1cej\u00ed sekvenci atd. Ale zvyky jsou n\u00e1m d\u00e1ny\u2026<\/p>\n<h4>Jak\u00e9 jsou v\u00fdhody syst\u00e9mu pro sledov\u00e1n\u00ed a \u0159\u00edzen\u00ed z\u00e1kaznick\u00fdch dotaz\u016f?<\/h4>\n<p><\/p>\n<ul>\n<li>Je jednoduch\u00fd z hlediska rozhran\u00ed a obsahuje pouze ta pole a ten obsah, kter\u00fd pot\u0159ebujete. Nebude zde \u017e\u00e1dn\u00e1 reklama va\u0161eho z\u00e1kazn\u00edka, blahop\u0159\u00e1n\u00ed k sv\u00e1tk\u016fm, ciz\u00ed ot\u00e1zky a podobn\u011b. Jen informace k podstat\u011b tiketu, dokonce i \u017e\u00e1dn\u00e9 firemn\u00ed podpisy.\n<\/li>\n<li>V syst\u00e9mu zpracov\u00e1n\u00ed dotaz\u016f u\u017eivatel\u016f je flexibiln\u011bj\u0161\u00ed prioritizace \u00faloh: m\u00edsto slo\u017eek a \u0161t\u00edtk\u016f jsou zde pohodln\u00e9 a srozumiteln\u00e9 stavy, podle kter\u00fdch lze filtrovat cel\u00fd objem dotaz\u016f. D\u00edky tomu jsou \u00fakoly \u0159e\u0161eny podle \u00farovn\u011b priority a nevznikne situace, kdy bude vy\u0159e\u0161eno 10 drobn\u00fdch probl\u00e9m\u016f, zat\u00edmco kritick\u00fd \u00fakol se ztrat\u00ed v \u010dek\u00e1n\u00ed.\n<\/li>\n<li>V\u0161echny \u017e\u00e1dosti jsou shrom\u00e1\u017ed\u011bny v jednotn\u00e9m centru dotaz\u016f a zam\u011bstnanci nemus\u00ed bloudit mezi rozhran\u00edmi a \u00fa\u010dty. Sta\u010d\u00ed jednodu\u0161e ve v\u0161ech kontaktn\u00edch bodech se z\u00e1kazn\u00edky uv\u00e9st odkaz na v\u00e1\u0161 port\u00e1l podpory ZEDLine Support.\n<\/li>\n<li>Snadno lze zm\u011bnit oper\u00e1tora, kter\u00fd m\u016f\u017ee vid\u011bt celou historii korespondence od okam\u017eiku zad\u00e1n\u00ed \u00fakolu. Nav\u00edc je snadn\u00e9 \u0159e\u0161it probl\u00e9my z\u00e1kazn\u00edka, kter\u00e9 vy\u017eaduj\u00ed konzultaci s kolegy. \u0158et\u011bzce a term\u00edny delegace se velmi zkracuj\u00ed.\n<\/li>\n<li>Pou\u017eit\u00ed syst\u00e9mu sledov\u00e1n\u00ed z\u00e1kaznick\u00fdch \u017e\u00e1dost\u00ed je profesion\u00e1ln\u011bj\u0161\u00ed ne\u017e pou\u017e\u00edv\u00e1n\u00ed e-mailu nebo zpr\u00e1v na soci\u00e1ln\u00edch s\u00edt\u00edch. Z\u00e1kazn\u00edci maj\u00ed mo\u017enost sledovat pr\u016fb\u011bh \u0159e\u0161en\u00ed probl\u00e9mu a nemus\u00ed m\u00edt obavy, jak rychle bude jejich e-mail otev\u0159en. Funguje zde i psychologick\u00fd faktor: spole\u010dnost je natolik skv\u011bl\u00e1, \u017ee nab\u00edz\u00ed zcela samostatn\u00fd n\u00e1stroj pro podporu u\u017eivatel\u016f.\n<\/li>\n<\/ul>\n<p>\nZ\u00e1kazn\u00edky v\u016fbec nezaj\u00edm\u00e1, co se d\u011bje uvnit\u0159 va\u0161\u00ed spole\u010dnosti. Zaj\u00edmaj\u00ed se pouze o sv\u00e9 vlastn\u00ed probl\u00e9my a pot\u0159ebuj\u00ed kvalitn\u00ed a rychlou podporu. A pokud nen\u00ed rychl\u00e1, tak alespo\u0148 kontrolovan\u00e1 \u2014 mus\u00ed m\u00edt naprost\u00fd pocit, \u017ee pracovn\u00edci z\u00e1kaznick\u00e9 podpory se nezastavili na \u010daj, ale pracuj\u00ed na \u0159e\u0161en\u00ed probl\u00e9mu. Syst\u00e9m spr\u00e1vy z\u00e1kaznick\u00fdch \u017e\u00e1dost\u00ed v tomto velmi pom\u00e1h\u00e1. A s jednoduch\u00fdm a p\u0159ehledn\u00fdm softwarem roste po\u010det vy\u0159\u00edzen\u00fdch \u017e\u00e1dost\u00ed, sni\u017euje se \u00fanava oper\u00e1tor\u016f a spole\u010dnost vypad\u00e1 modern\u011bji.\u00a0<br \/>\n<br \/>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460008\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u0417\u0430\u0447\u0435\u043c \u0432\u0430\u043c \u043d\u0443\u0436\u043d\u043e \u0441\u043f\u0435\u0446\u0438\u0430\u043b\u044c\u043d\u043e\u0435 \u041f\u041e \u0434\u043b\u044f \u0442\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438, \u043e\u0441\u043e\u0431\u0435\u043d\u043d\u043e \u0435\u0441\u043b\u0438 \u0443 \u0432\u0430\u0441 \u0443\u0436\u0435 \u0435\u0441\u0442\u044c \u0431\u0430\u0433\u0442\u0440\u0435\u043a\u0435\u0440, CRM \u0438 \u044d\u043b\u0435\u043a\u0442\u0440\u043e\u043d\u043d\u0430\u044f \u043f\u043e\u0447\u0442\u0430? \u0412\u0440\u044f\u0434 \u043b\u0438 \u043e\u0431 \u044d\u0442\u043e\u043c \u043a\u0442\u043e-\u0442\u043e \u0437\u0430\u0434\u0443\u043c\u044b\u0432\u0430\u043b\u0441\u044f, \u043f\u043e\u0442\u043e\u043c\u0443 \u0447\u0442\u043e \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e \u0443 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0439 \u0441 \u0441\u0438\u043b\u044c\u043d\u043e\u0439 \u0442\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u043e\u0439 \u0445\u0435\u043b\u043f\u0434\u0435\u0441\u043a \u0441\u0438\u0441\u0442\u0435\u043c\u0430 \u0434\u0430\u0432\u043d\u043e \u0435\u0441\u0442\u044c, \u0430 \u043e\u0441\u0442\u0430\u043b\u044c\u043d\u044b\u0435 \u0441\u043f\u0440\u0430\u0432\u043b\u044f\u044e\u0442\u0441\u044f \u0441 \u043e\u0431\u0440\u0430\u0449\u0435\u043d\u0438\u044f\u043c\u0438 \u0438 \u0437\u0430\u044f\u0432\u043a\u0430\u043c\u0438 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432 \u00ab\u043d\u0430 \u043a\u043e\u043b\u0435\u043d\u043a\u0435\u00bb, \u043d\u0430\u043f\u0440\u0438\u043c\u0435\u0440, \u0441 \u043f\u043e\u043c\u043e\u0449\u044c\u044e \u044d\u043b\u0435\u043a\u0442\u0440\u043e\u043d\u043d\u043e\u0439 \u043f\u043e\u0447\u0442\u044b. \u0410 \u044d\u0442\u043e \u0447\u0440\u0435\u0432\u0430\u0442\u043e: [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":27563,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-36796","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u0417\u0430\u0447\u0435\u043c \u0432\u0430\u043c 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