{"id":37787,"date":"2019-10-31T22:19:46","date_gmt":"2019-10-31T19:19:46","guid":{"rendered":"https:\/\/prohoster.info\/blog\/nam-vsem-nuzhen-helpdesk\/"},"modified":"2019-10-31T22:19:46","modified_gmt":"2019-10-31T19:19:46","slug":"nam-vsem-nuzhen-helpdesk","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/nam-vsem-nuzhen-helpdesk","title":{"rendered":"V\u0161ichni pot\u0159ebujeme helpdesk","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Zamyslet si v\u00fdvoj cloudov\u00e9ho helpdesk syst\u00e9mu v roce 2018 se zd\u00e1lo jako neusm\u011brn\u011bn\u00fd n\u00e1pad \u2013 na prvn\u00ed pohled trh existuje, dom\u00e1c\u00ed i zahrani\u010dn\u00ed \u0159e\u0161en\u00ed jsou k dispozici, vlastn\u00edch syst\u00e9m\u016f je tak\u00e9 dost. Zamyslet se nad v\u00fdvojem nov\u00e9ho syst\u00e9mu, kdy\u017e u\u017e m\u00e1te velk\u00fd projekt CRM a v\u00edce ne\u017e 6000 \"\u017eiv\u00fdch\" a aktivn\u00edch klient\u016f, kte\u0159\u00ed pot\u0159ebuj\u00ed neust\u00e1le n\u011bco, - to se zd\u00e1 jako zdroje pl\u00fdtv\u00e1n\u00ed. Ale pr\u00e1v\u011b t\u011bchto \u0161est tis\u00edc stalo d\u016fvodem, pro\u010d jsme se pustili do psan\u00ed na\u0161eho helpdesku. Sou\u010dasn\u011b jsme prov\u00e1d\u011bli pr\u016fzkum trhu, komunikovali s na\u0161imi budouc\u00edmi konkurenty, testovali focus group, vyzkou\u0161eli demo verze s malou nad\u011bj\u00ed pochopit, \u017ee v\u0161echno u\u017e bylo vymy\u0161leno p\u0159ed n\u00e1mi. Ale ne \u2014 d\u016fvody pro zastaven\u00ed v\u00fdvoje jsme nena\u0161li. A prvn\u00ed v\u00fdstup na Habr na za\u010d\u00e1tku srpna uk\u00e1zal, \u017ee to v\u0161echno m\u011blo smysl. Proto dnes trochu subjektivn\u011b \u2014 o na\u0161ich pozorov\u00e1n\u00edch sv\u011bta helpdesk syst\u00e9m\u016f.\u00a0<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/465951\/\"><img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/abb7382972a019d4cc3ebeec6ca7fae6.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<i>Kdy\u017e technick\u00e1 podpora nepracovala zrovna nejl\u00e9pe<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>D\u016fvody, kter\u00e9 n\u00e1s p\u0159im\u011bly napsat sv\u016fj helpdesk<\/h2>\n<p>\nNa\u0161e <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Podpora<\/b><\/a><\/noindex> nep\u0159i\u0161lo jen tak. Tak\u017ee jsme v\u00fdvoj\u00e1\u0159i \u0159e\u0161en\u00ed pro automatizaci mal\u00e9ho a st\u0159edn\u00edho podnik\u00e1n\u00ed, mezi nimi\u017e je vlajkov\u00e1 lo\u010f \u2013 RegionSoft CRM. O t\u00e9 jsme na Habr napsali asi 90 \u010dl\u00e1nk\u016f, a proto se st\u00e1l\u00ed n\u00e1v\u0161t\u011bvn\u00edci specializovan\u00fdch hub\u016f ji\u017e rozd\u011blili na hejty a skupiny podpory. Ale pokud jste se je\u0161t\u011b nep\u0159idali a sly\u0161\u00edte o tom poprv\u00e9, vysv\u011btl\u00edme to: je to univerz\u00e1ln\u00ed desktopov\u00fd CRM syst\u00e9m, kter\u00fd je nainstalov\u00e1n na serveru klienta, aktivn\u011b se p\u0159izp\u016fsobuje obchodn\u00edm po\u017eadavk\u016fm klienta, je podporov\u00e1n, aktualizov\u00e1n atd. A m\u00e1me tak\u00e9 n\u011bkolik tis\u00edc klient\u016f, kte\u0159\u00ed pokl\u00e1daj\u00ed ot\u00e1zky, pos\u00edlaj\u00ed zp\u011btnou vazbu, \u017e\u00e1daj\u00ed o pomoc a prost\u011b si n\u011bco p\u0159ej\u00ed. To znamen\u00e1, \u017ee \u017e\u00e1dost\u00ed a dotaz\u016f je jako s\u016fl na silnici. Nakonec do\u0161lo v ur\u010dit\u00e9m okam\u017eiku k p\u0159et\u00ed\u017een\u00ed na\u0161\u00ed podpory, rozp\u00e1len\u00e9 sluch\u00e1tka, telefony a nervy, zmatek v po\u0159ad\u00ed \u00fakol\u016f, priorit\u00e1ch atd. Dlouho jsme tyto probl\u00e9my \u0159e\u0161ili pomoc\u00ed na\u0161eho desktopov\u00e9ho CRM, pak jsme zkou\u0161eli r\u016fzn\u00e9 bug trackery a syst\u00e9my \u0159\u00edzen\u00ed \u00fakol\u016f, ale to v\u0161e nebylo ono. Uv\u011bdomili jsme si, \u017ee pro efektivn\u00ed pr\u00e1ci mus\u00edme p\u0159edev\u0161\u00edm na\u0161im klient\u016fm poskytnout mo\u017enost samostatn\u011b a 24 hodin denn\u011b vytv\u00e1\u0159et \u017e\u00e1dosti a sledovat jejich zpracov\u00e1n\u00ed na\u0161imi oper\u00e1tory v re\u00e1ln\u00e9m \u010dase. Odtud vypl\u00fdv\u00e1, \u017ee \u0159e\u0161en\u00ed by m\u011blo b\u00fdt cloudov\u00e9, dostupn\u00e9 z jak\u00fdchkoli za\u0159\u00edzen\u00ed a kdykoli. Formulovali jsme n\u011bkolik hlavn\u00edch podm\u00ednek:<\/p>\n<ul>\n<li>maxim\u00e1ln\u00ed jednoduchost a transparentnost: <i>\u017e\u00e1dost \u2192 objasn\u011bn\u00ed \u2192 pr\u016fb\u011bh prac\u00ed \u2192 v\u00fdsledek<\/i>\n<\/li>\n<li>cloudov\u00fd klientsk\u00fd port\u00e1l s maxim\u00e1ln\u00ed jednoduchost\u00ed a line\u00e1rn\u00edm rozhran\u00edm: <i>registroval se \u2192 p\u0159ihl\u00e1sil se \u2192 napsal \u2192 zkontroloval stav \u2192 komunikoval \u2192 spokojen<\/i>\n<\/li>\n<li>absence p\u0159eplatku za zbyte\u010dn\u00e9 funkce jako integrace se soci\u00e1ln\u00edmi s\u00edt\u011bmi, slo\u017eit\u00e9 panely, datab\u00e1ze klient\u016f atd. To znamen\u00e1, \u017ee jsme nepot\u0159ebovali hybrid helpdesku a CRM.\n<\/li>\n<\/ul>\n<p>\nA co si mysl\u00edte \u2014 takov\u00e9 \u0159e\u0161en\u00ed jsme nena\u0161li. Prohl\u00e9dli jsme si v\u00edce ne\u017e 20 \u0159e\u0161en\u00ed, vybrali jsme 12 na testov\u00e1n\u00ed, otestovali jsme 9 (pro\u010d jsme to nezvl\u00e1dli, ne\u0159ekneme, pro\u010d ubli\u017eovat konkurent\u016fm, ale na jednom z nich se nap\u0159\u00edklad port\u00e1l nepoda\u0159ilo spustit \u2014 sl\u00edbil to za 5 minut a na tom to z\u016fstalo).<\/p>\n<p>Celou tu dobu jsme hodnotili trh a zapisovali si poznatky: z pohledu v\u00fdvoj\u00e1\u0159e, podpory a market\u00e9ra. Co jsme zjistili a co n\u00e1s pon\u011bkud zklamalo?<\/p>\n<ul>\n<li>N\u011bkter\u00e9 helpdesky nemaj\u00ed klientsk\u00e9 port\u00e1ly \u2014 to znamen\u00e1, \u017ee klient nem\u016f\u017ee vid\u011bt, co se d\u011bje s jeho po\u017eadavkem a kdo na n\u011bm pracuje. T\u00e9m\u011b\u0159 v\u0161echny slu\u017eby se chlub\u00ed omnichannel p\u0159\u00edstupem (shroma\u017e\u010fov\u00e1n\u00ed po\u017eadavk\u016f i z Odnoklassnikov), ale v\u011bt\u0161ina z nich nem\u00e1 jednoduch\u00fd p\u0159\u00edstup k servisu, kdy se p\u0159ihl\u00e1s\u00edte a va\u0161e po\u017eadavky jsou viditeln\u00e9 jako na dlani.\u00a0\n<\/li>\n<li>V\u011bt\u0161ina helpdesk\u016f je zam\u011b\u0159ena pr\u00e1v\u011b na pot\u0159eby IT odd\u011blen\u00ed, co\u017e znamen\u00e1, \u017ee spadaj\u00ed do kategorie ITSM slu\u017eeb. To je bezpochyby dobr\u00e9, ale helpdesk je pot\u0159eba mnoha firm\u00e1m, kter\u00e9 maj\u00ed z\u00e1kaznickou podporu (od internetov\u00fdch obchod\u016f po servisn\u00ed centra a reklamn\u00ed agentury). Ano, \u0159e\u0161en\u00ed lze p\u0159izp\u016fsobit jak\u00e9mukoli t\u00e9matu, ale kolik zbyte\u010dn\u00fdch funkc\u00ed z\u016fstane v rozhran\u00ed!\n<\/li>\n<li>Na trhu existuj\u00ed odv\u011btvov\u00e9 \u0159e\u0161en\u00ed pro servisn\u00ed centra: evidence a ozna\u010dov\u00e1n\u00ed za\u0159\u00edzen\u00ed, oprav\u00e1rensk\u00e9 slu\u017eby, geolokace kur\u00fdr\u016f a technik\u016f. Op\u011bt v\u0161ak pro ne-servisn\u00ed spole\u010dnosti to nen\u00ed u\u017eite\u010dn\u00e9.\n<\/li>\n<li>Univerz\u00e1ln\u00ed \u0159e\u0161en\u00ed, kter\u00e1 lze p\u0159izp\u016fsobit jak\u00fdmkoli obchodn\u00edm po\u017eadavk\u016fm, stoj\u00ed pom\u011brn\u011b draho. A samoz\u0159ejm\u011b nastaven\u00ed (d\u00e1l pochop\u00edte, pro\u010d ne \u00faprava) \u2014 za zvl\u00e1\u0161tn\u00ed poplatek. Zahrani\u010dn\u00ed \u0159e\u0161en\u00ed jsou pro rusk\u00fd trh nep\u0159im\u011b\u0159en\u011b drah\u00e1.\n<\/li>\n<li>N\u011bkte\u0159\u00ed dodavatel\u00e9 po\u017eaduj\u00ed platbu ihned za minim\u00e1ln\u00ed obdob\u00ed od 3 nebo 6 m\u011bs\u00edc\u016f, nelze pronajmout software na b\u00e1zi SaaS na m\u011bs\u00edc. Ano, slibuj\u00ed vr\u00e1tit \"nevyu\u017eit\u00e9\" pen\u00edze, pokud se b\u011bhem t\u00e9to doby rozhodnete odm\u00edtnout jejich helpdesk, ale sama situace je nepohodln\u00e1, zejm\u00e9na pro mikro byznys, kter\u00fd si mus\u00ed pe\u010dliv\u011b kontrolovat v\u00fddaje.\n<\/li>\n<li>K na\u0161emu velk\u00e9mu p\u0159ekvapen\u00ed v\u011bt\u0161ina dodavatel\u016f helpdesk\u016f bu\u010f odm\u00edtla jak\u00e9koli \u00fapravy, \u0159\u00edkaj\u00edce, \u017ee takov\u00e1 slu\u017eba neexistuje, nebo n\u00e1s odk\u00e1zali na API. Ale i platformn\u00ed \u0159e\u0161en\u00ed odpov\u00eddala, \u017ee v z\u00e1sad\u011b mohou pomoci, \"ale vy se rad\u011bji pokuste sami \u2014 intern\u00ed program\u00e1tor s t\u00edm p\u0159ijde na kloub\". No dob\u0159e, m\u00e1me je, ale co ti, kte\u0159\u00ed je nemaj\u00ed?!\u00a0\n<\/li>\n<li>V\u00edce ne\u017e polovina \u0159e\u0161en\u00ed m\u00e1 p\u0159epln\u011bn\u00e9 rozhran\u00ed, co\u017e vy\u017eaduje \u0161kolen\u00ed zam\u011bstnanc\u016f, proto\u017ee se v tom v\u0161e pot\u0159ebuje n\u011bjak orientovat. P\u0159edpokl\u00e1dejme, \u017ee in\u017een\u00fdr se s t\u00edm vypo\u0159\u00e1d\u00e1 za n\u011bkolik hodin nebo za den, ale co si po\u010d\u00edt s oby\u010dejn\u00fdmi podporovateli, kter\u00fdm u\u017e tak dost zat\u011b\u017euje pr\u00e1ce?\u00a0\n<\/li>\n<li>A nakonec to, co n\u00e1s nejv\u00edc roz\u010d\u00edlilo \u2014 ohromuj\u00edc\u00ed mno\u017estv\u00ed testovan\u00fdch syst\u00e9m\u016f je p\u0159ekvapiv\u011b pomal\u00fdch! Port\u00e1ly se vytv\u00e1\u0159ej\u00ed pomalu, otev\u00edraj\u00ed a spou\u0161t\u011bj\u00ed pomalu, \u017e\u00e1dosti se ukl\u00e1daj\u00ed pomalu \u2014 a to i p\u0159i dobr\u00e9 rychlosti p\u0159ipojen\u00ed (p\u0159i testech kolem 35 Mbps). Dokonce i na demonstrac\u00edch syst\u00e9my zamrzaly a element\u00e1rn\u00ed otev\u0159en\u00ed \u017e\u00e1dosti trvalo 5 sekund a v\u00edce.<i>Mimochodem, nejv\u00edce n\u00e1s pobavil jeden z mana\u017eer\u016f zn\u00e1m\u00e9ho dodavatele, kter\u00fd na ot\u00e1zku, pro\u010d se tak dlouho to\u010d\u00ed na\u010d\u00edtac\u00ed kole\u010dko, odpov\u011bd\u011bl, \u017ee takto p\u0159ed\u00e1v\u00e1 Skype, a ve skute\u010dnosti se to nezasek\u00e1v\u00e1.<\/i>U n\u011bkter\u00fdch jsme na\u0161li p\u0159\u00ed\u010dinu \u2014 datacentra jsou daleko od Moskvy, u n\u011bkter\u00fdch se n\u00e1m nepoda\u0159ilo vy\u0161\u0165ourat d\u016fvody. Mimochodem, n\u011bkter\u00e9 firmy vyv\u00edjej\u00edc\u00ed helpdesky n\u011bkolikr\u00e1t b\u011bhem rozhovoru zd\u016fraznily, \u017ee v\u0161echny \u00fadaje se ukl\u00e1daj\u00ed pr\u00e1v\u011b v rusk\u00fdch datacentrech (kam a\u017e lidi dovedla 152-FZ!).\n<\/li>\n<\/ul>\n<p>\nCelkov\u011b jsme byli pon\u011bkud zklaman\u00ed. A rozhodli jsme se, \u017ee je t\u0159eba vyvinout vlastn\u00ed helpdesk \u2014 kter\u00fd bude vyhovovat n\u00e1m, na\u0161im klient\u016fm ze v\u0161ech oblast\u00ed podnik\u00e1n\u00ed, servisn\u00edm centr\u016fm a IT firm\u00e1m (v\u010detn\u011b organizace podpory pro intern\u00ed klienty \u2014 skv\u011ble to funguje jako pomoc syst\u00e9mov\u00fdm administr\u00e1tor\u016fm). \u0158e\u010deno \u2014 u\u010din\u011bno: 3. srpna 2019 jsme jej uvedli do provozu. <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Podpora<\/b><\/a><\/noindex> \u2014 jednoduch\u00fd, pohodln\u00fd cloudov\u00fd helpdesk s p\u0159\u00edstupem pro klienty. Do t\u00e9 doby jsme jej \u0430\u043a\u0442\u0438\u0432\u043d\u043e pou\u017e\u00edvali sami \u2014 takto nyn\u00ed vypad\u00e1 u n\u00e1s:<\/p>\n<p><img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/6d8eedab9c4cd787750ae0f5fcfc226e.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Hlavn\u00ed okno se seznamem \u017e\u00e1dost\u00ed a st\u00ed\u017enost\u00ed klient\u016f<\/i><\/p>\n<h2>Tak\u017ee jsme uvedli do provozu.<\/h2>\n<p>\nA tady nast\u00e1v\u00e1 okam\u017eik, kdy bychom m\u011bli promluvit o Habru na Habru. P\u00ed\u0161eme blog v\u00edce ne\u017e t\u0159i roky, jsme zku\u0161en\u00ed a vy\u0161kolen\u00ed \u2014 tak pro\u010d nevyj\u00edt s nov\u00fdm produktem? Bylo to trochu d\u011bsiv\u00e9, ale p\u0159esto jsme u\u010dinili prvn\u00ed t\u0159i kroky:<\/p>\n<ol>\n<li>Napsali jsme post \u201e<noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460008\/\">Technick\u00e1 podpora na jednou\u2026 dvakr\u00e1t\u2026 t\u0159ikr\u00e1t\u2026<\/a><\/noindex>\u201c \u2014 trochu jsme p\u0159ibl\u00ed\u017eili t\u00e9ma organizace technick\u00e9 podpory ve firm\u011b a p\u0159edstavili ZEDLine Support.\n<\/li>\n<li>Napsali jsme post \u201e<noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460010\/\">Sysadmin vs \u0161\u00e9f: boj dobra se zlem?<\/a><\/noindex>\u201c \u2014 hovo\u0159ili jsme o slo\u017eit\u00fdch vztaz\u00edch mezi vedouc\u00edm a syst\u00e9mov\u00fdm administr\u00e1torem a rozkryli jsme t\u00e9ma formov\u00e1n\u00ed technick\u00e9 podpory pro intern\u00ed klienty.\n<\/li>\n<li>Spustili jsme kontextovou reklamu na Googlu a Yandexu \u2014 v obou p\u0159\u00edpadech pouze na vyhled\u00e1v\u00e1n\u00ed, proto\u017ee jsme ji\u017e dlouho a pevn\u011b zklam\u00e1ni kontextovou medi\u00e1ln\u00ed s\u00edt\u00ed.\u00a0\n<\/li>\n<\/ol>\n<p>\nNa\u0161e obavy se uk\u00e1zaly jako p\u0159ehnan\u00e9. Za prvn\u00ed m\u011bs\u00edc jsme z\u00edskali <b>v\u00edce ne\u017e 50 registrovan\u00fdch port\u00e1l\u016f<\/b> (pokud jsme up\u0159\u00edmn\u00ed, ani jsme nepl\u00e1novali takov\u00fd v\u00fdsledek), nespo\u010det kontakt\u016f s potenci\u00e1ln\u00edmi klienty a dokonce prvn\u00ed v\u0159el\u00e9 a pozitivn\u00ed recenze, ve kter\u00fdch se zvl\u00e1\u0161\u0165 zd\u016fraz\u0148ovalo... jednoduchost a rychlost na\u0161eho<b> ZEDLine Podpora<\/b>. To je p\u0159esn\u011b to, kv\u016fli \u010demu jsme p\u016fvodn\u011b vyvinuli tuto slu\u017ebu. Nyn\u00ed aktivn\u011b pracujeme s \u017e\u00e1dostmi, stejn\u011b aktivn\u011b pln\u00edme backlog a p\u0159id\u00e1v\u00e1me funkce.<\/p>\n<h2>Sny se st\u00e1vaj\u00ed skute\u010dnost\u00ed: jak vypad\u00e1 ZEDLine Support nyn\u00ed<\/h2>\n<p>\nHlavn\u00edm prvkem jak\u00e9hokoli syst\u00e9mu ticket\u016f je \u017e\u00e1dost. M\u011bla by b\u00fdt pohodln\u00e1 pro klienta, jednoduch\u00e1, nem\u011bla by m\u00edt nadbyte\u010dn\u00e9 a matouc\u00ed volby a z\u00e1rove\u0148 poskytovat vy\u010derp\u00e1vaj\u00edc\u00ed informace o probl\u00e9mu, aby oper\u00e1tor mohl okam\u017eit\u011b vz\u00edt \u00fakol do pr\u00e1ce a pochopit, co p\u0159esn\u011b je \u0161patn\u011b, v jak\u00e9m sm\u011bru by m\u011bl probl\u00e9m napravit nebo po\u017eadovat dal\u0161\u00ed informace.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/2e9f21b4b5cb0a896a85276770403fbe.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nCelkov\u011b dost\u00e1v\u00e1me \u017e\u00e1dosti tohoto typu:<\/p>\n<p><img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/f7fe0f82d62af7baa1d84cb5f1c048d8.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nA hlavn\u011b, realizovali jsme tak dlouho o\u010dek\u00e1vanou port\u00e1lovou sch\u00e9matu. Port\u00e1l je osobn\u00ed prost\u0159ed\u00ed interakce vlastn\u00edka port\u00e1lu s jeho klienty. Pokud jste si vytvo\u0159ili port\u00e1l, bude m\u00edt jedine\u010dn\u00e9 URL, vlastn\u00ed datab\u00e1zi, diskov\u00fd prostor atd. Va\u0161i klienti se budou moci do tohoto port\u00e1lu p\u0159ihl\u00e1sit pomoc\u00ed poskytnut\u00e9ho URL a vytv\u00e1\u0159et po\u017eadavky nebo dotazy, kter\u00e9 okam\u017eit\u011b p\u0159ich\u00e1zej\u00ed do jednotn\u00e9ho den\u00edku, odkud je zpracov\u00e1vaj\u00ed oper\u00e1to\u0159i (va\u0161i zam\u011bstnanci).<\/p>\n<p>Jak se klient dozv\u00ed URL va\u0161eho port\u00e1lu? Pokud m\u00e1te na\u0161i helpdesk, um\u00edst\u00edte odkaz na n\u011bj v\u0161ude, kde by u\u017eivatel mohl cht\u00edt polo\u017eit ot\u00e1zku: na webu, na soci\u00e1ln\u00edch s\u00edt\u00edch, v e-mailech nebo ve zpr\u00e1v\u00e1ch a chatech, dokonce i ve widgetu nebo \u010dl\u00e1nek na Habr. U\u017eivatel klikne na v\u00e1\u0161 odkaz, registruje se v formul\u00e1\u0159i se t\u0159emi poli a dostane se do aplikace. P\u0159ihla\u0161ovac\u00ed \u00fadaje a heslo se zas\u00edlaj\u00ed na e-mail.<\/p>\n<p><img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/9f2242d4244cd4438350176fd38e079f.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nKrom\u011b toho mohou oper\u00e1to\u0159i generovat pozv\u00e1nky pro z\u00e1kazn\u00edky p\u0159\u00edmo z u\u017eivatelsk\u00e9ho rozhran\u00ed, \u010d\u00edm\u017e zbavuj\u00ed klienty pot\u0159eby vypl\u0148ovat jednoduch\u00fd formul\u00e1\u0159. Pozv\u00e1nka doraz\u00ed klientovi na e-mail a v textu pozv\u00e1nky budou ji\u017e v\u0161echny pot\u0159ebn\u00e9 informace pro p\u0159ihl\u00e1\u0161en\u00ed do port\u00e1lu: URL, u\u017eivatelsk\u00e9 jm\u00e9no, heslo.<\/p>\n<p>Ihned po registraci nebo obdr\u017een\u00ed pozv\u00e1nky se klient p\u0159ihl\u00e1s\u00ed do port\u00e1lu, vytvo\u0159\u00ed \u017e\u00e1dost, vypln\u00ed pole formul\u00e1\u0159e a z\u00edsk\u00e1 p\u0159\u00edstup ke sv\u00e9mu \u00fa\u010dtu. <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora <\/a><\/noindex>\u2014 tedy vid\u00ed statusy sv\u00fdch \u017e\u00e1dost\u00ed, m\u016f\u017ee vytv\u00e1\u0159et a vid\u011bt zpr\u00e1vy ve vnit\u0159n\u00edm chatu s oper\u00e1torem, m\u016f\u017ee p\u0159ikl\u00e1dat a prohl\u00ed\u017eet p\u0159\u00edlohy, obecn\u011b sledovat postup p\u0159i \u0159e\u0161en\u00ed sv\u00e9ho probl\u00e9mu. U\u017eivatel dost\u00e1v\u00e1 upozorn\u011bn\u00ed na v\u0161echny ud\u00e1losti na sv\u016fj e-mail, tak\u017ee nen\u00ed pot\u0159eba neust\u00e1le sed\u011bt v rozhran\u00ed a ma\u010dkat F5 pro aktualizaci parametr\u016f tiketu.\u00a0<\/p>\n<p>Takov\u00fd p\u0159\u00edstup k rozhran\u00ed umo\u017e\u0148uje jednoduchou registraci a okam\u017eit\u00e9 p\u0159ech\u00e1zen\u00ed k \u010dinnosti, ani\u017e by se musel zab\u00fdvat slo\u017eitostmi funkcionality. Je to logick\u00e9, proto\u017ee klient m\u016f\u017ee b\u011bhem cel\u00e9ho \u017eivotn\u00edho cyklu interakce s v\u00e1mi pou\u017e\u00edt helpdesk jen n\u011bkolikr\u00e1t (n\u011bkdy dokonce jen jednou) a nen\u00ed t\u0159eba ho p\u0159et\u011b\u017eovat.<\/p>\n<p>Chut\u011b p\u0159ich\u00e1zej\u00ed p\u0159i j\u00eddle, a zat\u00edmco jsme vyv\u00edjeli rozhran\u00ed oper\u00e1tora a klientsk\u00fd port\u00e1l, p\u0159i\u0161la my\u0161lenka, \u017ee u\u017eivatelsk\u00e9 rozhran\u00ed by m\u011blo b\u00fdt tak\u00e9 logick\u00e9, pohodln\u00e9 a vy\u010derp\u00e1vaj\u00edc\u00ed. Tak jsme postupovali: v osobn\u00edm kabinetu si lze nastavit profil (pokud jsi oper\u00e1tor), nastavit samotn\u00fd ZEDLine Support, sledovat platby, prohl\u00ed\u017eet u\u017eivatele, nastavit dotazn\u00edk a prohl\u00e9dnout statistiky (pokud jsi administr\u00e1tor). Op\u011bt byl implementov\u00e1n princip \u201erozumn\u011b jednoduch\u00e9\u201c: oper\u00e1tor pracuje v maxim\u00e1ln\u011b jednoduch\u00e9m rozhran\u00ed a to p\u0159in\u00e1\u0161\u00ed \u0159adu v\u00fdhod:<\/p>\n<ul>\n<li>neodv\u00e1d\u00ed pozornost na jin\u00e9 sekce\n<\/li>\n<li>nastaven\u00ed syst\u00e9mu je uniformn\u00ed\n<\/li>\n<li>je jasn\u00e1 odpov\u011bdnost administr\u00e1tora za chyby v nastaven\u00ed\n<\/li>\n<li>v\u011bt\u0161ina informac\u00ed je chr\u00e1n\u011bna p\u0159ed oper\u00e1tory\n<\/li>\n<li>oper\u00e1to\u0159i se velmi rychle u\u010d\u00ed pracovat s takov\u00fdm rozhran\u00edm (\u00faspora na \u0161kolen\u00ed + rychl\u00fd start).\u00a0\n<\/li>\n<\/ul>\n<p>\n<img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/7f0c7971d2f0784cca1dff151b173979.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nMimochodem o \u0161kolen\u00ed \u2013 p\u0159i prvn\u00edm p\u0159ihl\u00e1\u0161en\u00ed do syst\u00e9mu v\u00edt\u00e1 u\u017eivatele interaktivn\u00ed tutori\u00e1l, kter\u00fd \u201eprov\u00e1d\u00ed\u201c nov\u00e1\u010dka cel\u00fdm rozhran\u00edm a vysv\u011btluje, jak funguje ZEDLine Support. Bude se zobrazovat, dokud nestisknete tla\u010d\u00edtko \u201eu\u017e to v\u00edce neukazovat\u201c.<\/p>\n<p><img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/80bfed4472b76c2d1ddbb643e4506e34.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n<img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/66eac516d8a065aff7a03b73734d995b.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nVe\u0161ker\u00e9 dotazy a ot\u00e1zky se pokl\u00e1daj\u00ed v chatu, \u010d\u00edm\u017e m\u016f\u017eete:<\/p>\n<ul>\n<li>sledovat postup \u0159e\u0161en\u00ed ot\u00e1zky a kontrolovat zm\u011bnu status\u016f\n<\/li>\n<li>p\u0159edat (delegovat) \u00fakol jin\u00fdm zam\u011bstnanc\u016fm, ani\u017e byste vypr\u00e1v\u011bli p\u0159edchoz\u00ed historii\n<\/li>\n<li>rychle si vym\u011bnit pot\u0159ebn\u00e9 soubory a sn\u00edmky obrazovky\n<\/li>\n<li>uchovat ve\u0161ker\u00e9 informace o probl\u00e9mu a snadno se na n\u011b obr\u00e1tit, pokud nastane podobn\u00fd.\n<\/li>\n<\/ul>\n<p>\nNyn\u00ed se vra\u0165me k administr\u00e1torsk\u00e9mu panelu. Tam, krom\u011b jin\u00e9ho, se nach\u00e1z\u00ed nastaven\u00ed e-mailu pro upozorn\u011bn\u00ed, kontrola diskov\u00e9ho prostoru atd. A tak\u00e9 tam je billing \u2013 v\u017edy budete v\u011bd\u011bt, kdy, jak\u00e9 pen\u00edze a na co byly utraceny.<\/p>\n<p>V billingu jsou dv\u011b sekce: p\u0159edplatn\u00e9 a transakce. V p\u0159edplatn\u00e9m m\u016f\u017eete doslova jedn\u00edm pohybem m\u011bnit tarif, po\u010det oper\u00e1tor\u016f, prodlu\u017eovat p\u0159edplatn\u00e9 a dob\u00edjet z\u016fstatek. V p\u0159\u00edpad\u011b dobit\u00ed se p\u0159\u00edmo v rozhran\u00ed ZEDLine Support vytv\u00e1\u0159\u00ed faktura k \u00fahrad\u011b.<\/p>\n<p><img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/2c0f274750191966ed757ac33d733f92.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nV transakc\u00edch m\u016f\u017eete vid\u011bt v\u0161echny operace spojen\u00e9 s platbami a odpisy. Tak\u00e9 m\u016f\u017eete vid\u011bt, kdo a kdy provedl platbu a uskuto\u010dnil transakci. Mimochodem, platba bonusy na sn\u00edmku obrazovky nen\u00ed n\u00e1hoda a nen\u00ed to test: do 30. z\u00e1\u0159\u00ed 2019 prob\u00edh\u00e1 akce \u2013 p\u0159i dobit\u00ed z\u016fstatku v\u011bnujeme jako bonus 50% z \u010d\u00e1stky dobit\u00ed. Nap\u0159\u00edklad p\u0159i platb\u011b 5 000 rubl\u016f bude na z\u016fstatek p\u0159ips\u00e1no 7 500 rubl\u016f. A v billingu se objev\u00ed asi takov\u00fd z\u00e1znam \ud83d\ude42<\/p>\n<p><img decoding=\"async\" alt=\"V\u0161ichni pot\u0159ebujeme helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/ff2af7168601d6bae4dfaaac9cacb4dc.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nA ano, kdy\u017e jsme u platby: m\u00e1me bezplatn\u00fd tarif + t\u0159i placen\u00e9. A m\u016f\u017eeme prohl\u00e1sit, \u017ee jsme p\u0159ipraveni p\u0159izp\u016fsobit helpdesk ZEDLine Support po\u017eadavk\u016fm va\u0161eho podnik\u00e1n\u00ed \u2013 za standardn\u00ed sazbu pracovn\u00ed hodiny na\u0161ich program\u00e1tor\u016f. Velmi \u010dasto se zab\u00fdv\u00e1me \u00fapravami pro RegionSoft CRM, snadno a rychle p\u00ed\u0161eme a odsouhlasujeme technickou specifikaci a p\u0159istupujeme k pr\u00e1ci, proto na\u0161e zku\u0161enosti n\u00e1m umo\u017e\u0148uj\u00ed vytv\u00e1\u0159et tak\u00e9 vlastn\u00ed \u0159e\u0161en\u00ed.\u00a0<\/p>\n<p>V sou\u010dasn\u00e9 dob\u011b je helpdesk ZEDLine Support integrov\u00e1n s na\u0161\u00edm CRM syst\u00e9mem RegionSoft CRM, ale ji\u017e nyn\u00ed m\u016f\u017eeme na vy\u017e\u00e1d\u00e1n\u00ed poskytnout p\u0159\u00edstup k beta verzi API a vedle vylep\u0161en\u00ed bude k dispozici mnoho mo\u017enost\u00ed pro integraci.\u00a0<\/p>\n<p>A nakonec se n\u00e1m poda\u0159ilo dos\u00e1hnout je\u0161t\u011b jednoho velmi d\u016fle\u017eit\u00e9ho c\u00edle z na\u0161eho pohledu \u2014 ud\u011blat syst\u00e9m velmi rychl\u00fdm. Rychlost reakce syst\u00e9mu na akce u\u017eivatel\u016f zaji\u0161\u0165uje pohodlnou pr\u00e1ci pro u\u017eivatele. P\u0159i dal\u0161\u00edm v\u00fdvoji syst\u00e9mu, kter\u00fd je nevyhnuteln\u00fd, se budeme v\u011bnovat rychlosti zvl\u00e1\u0161tn\u00ed pozornost a budeme o ni bojovat.<\/p>\n<p>Pokud to shrneme, takto vypadal n\u00e1\u0161 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">helpdesk ZEDLine Support<\/a><\/noindex> \u2014 a soud\u011b podle recenz\u00ed prvn\u00edch u\u017eivatel\u016f, jsme se nem\u00fdlili.<\/p>\n<h2>Komu a pro\u010d je pot\u0159eba helpdesk?<\/h2>\n<p>\nNa za\u010d\u00e1tku \u010dl\u00e1nku jsme zm\u00ednili, \u017ee v\u011bt\u0161ina helpdesk\u016f je o IT a pro IT pracovn\u00edky. To m\u00e1 svou logiku, ale nen\u00ed to \u00fapln\u011b spravedliv\u00e9. Tady je jen p\u0159\u00edkladn\u00fd seznam t\u011bch, jejich\u017e pr\u00e1ci usnadn\u00ed jednoduch\u00fd a pohodln\u00fd helpdesk.<\/p>\n<ul>\n<li>Syst\u00e9mov\u00ed administr\u00e1to\u0159i, kte\u0159\u00ed mohou vytvo\u0159it intern\u00ed ticketov\u00fd syst\u00e9m pro pr\u00e1ci s \u017e\u00e1dostmi koleg\u016f a nemus\u00ed chaoticn\u011b pob\u00edhat po patrech a kancel\u00e1\u0159\u00edch, ale mohou klidn\u011b reagovat na ofici\u00e1ln\u00ed \u017e\u00e1dosti (ty jsou tak\u00e9 d\u016fkazem obsazen\u00e9 pracovn\u00ed doby).\n<\/li>\n<li>Servisn\u00ed spole\u010dnosti a servisn\u00ed centra, kter\u00e1 pracuj\u00ed s r\u016fzn\u00fdmi za\u0159\u00edzen\u00edmi a r\u016fzn\u00fdmi \u00fakoly na st\u00ed\u017enosti z\u00e1kazn\u00edk\u016f.\n<\/li>\n<li>Jak\u00e9koli spole\u010dnosti, kde je podpora z\u00e1kazn\u00edk\u016f po telefonu a pomoc\u00ed chat\u016f \u2014 aby umo\u017enily z\u00e1kazn\u00edkovi formulovat sv\u016fj dotaz p\u00edsemn\u011b a sledovat postup prac\u00ed, a nav\u00edc uchov\u00e1vat v\u0161echny \u017e\u00e1dosti na jednom m\u00edst\u011b.\n<\/li>\n<\/ul>\n<p>\nExistuje milion d\u016fvod\u016f napsat do firmy, a ne zavolat, z nich\u017e dva hlavn\u00ed jsou: zvyk komunikovat v messengerech pomoc\u00ed textu a mo\u017enost za\u010d\u00edt \u0159e\u0161it probl\u00e9m v pracovn\u00ed dob\u011b, ani\u017e byste se schov\u00e1vali s telefonem v roz\u00edch a neobt\u011b\u017eovali kolegy. Jeden odkaz na v\u00e1\u0161 helpdesk pom\u016f\u017ee vy\u0159e\u0161it v\u0161echny probl\u00e9my omnichannel, dostupnosti, operativnosti atd.\u00a0<\/p>\n<p>Dnes na\u0161e t\u00fdm pou\u017e\u00edv\u00e1 helpdesk <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex> nejd\u00e9le ze v\u0161ech (co\u017e je logick\u00e9), a my, jako zku\u0161en\u00ed business automatiz\u00e1to\u0159i, se neust\u00e1le vym\u011b\u0148ujeme n\u00e1zory, hled\u00e1me nov\u00e9 funkce a ob\u010das diskutujeme. Ale jedno n\u00e1zory jsou shodn\u00e9: je to pohodln\u00e9 pro n\u00e1s, je to pohodln\u00e9 pro na\u0161e z\u00e1kazn\u00edky, kte\u0159\u00ed pod\u00e1vaj\u00ed \u017e\u00e1dosti. A tak\u00e9 oper\u00e1tor\u016fm podpory se podstatn\u011b usnadnila pr\u00e1ce se \u017e\u00e1dostmi u\u017eivatel\u016f.<\/p>\n<p>Kdy\u017e spole\u010dnost p\u0159ekro\u010d\u00ed ur\u010ditou hranici, veden\u00ed si uv\u011bdom\u00ed, \u017ee nesta\u010d\u00ed pouze prodat z\u00e1kazn\u00edkovi produkt nebo slu\u017ebu. Je nezbytn\u00e9 organizovat interakci se z\u00e1kazn\u00edkem tak, aby ocenil kvalitu poprodejn\u00edho servisu, a\u0165 u\u017e placen\u00e9ho, nebo zdarma. Je nutn\u00e9 bojovat o ka\u017ed\u00e9ho z\u00e1kazn\u00edka a \u010delit odpad\u00e1v\u00e1n\u00ed st\u00e1l\u00fdch klient\u016f, \u010d\u00edm\u017e se hromad\u00ed z\u00e1kaznick\u00e1 z\u00e1kladna. To se zase dosahuje prac\u00ed na zvy\u0161ov\u00e1n\u00ed \u00farovn\u011b loajality. Z\u00e1kazn\u00edk by si m\u011bl b\u00fdt jist\u00fd, \u017ee jeho \u017e\u00e1dost o pomoc nepropadne a nez\u016fstane n\u011bkde v \u00fatrob\u00e1ch zam\u011bstnanc\u016f, a nebude z\u00e1viset na lidsk\u00e9m faktoru. Takov\u00fd probl\u00e9m umo\u017e\u0148uje \u0159e\u0161it <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">slu\u017eba ZEDLine Support<\/a><\/noindex>.<br \/>\n<br \/>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/465951\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u0417\u0430\u0434\u0443\u043c\u0430\u0442\u044c \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u043a\u0443 \u043e\u0431\u043b\u0430\u0447\u043d\u043e\u0439 \u0445\u0435\u043b\u043f\u0434\u0435\u0441\u043a-\u0441\u0438\u0441\u0442\u0435\u043c\u044b \u0432 2018 \u0433\u043e\u0434\u0443 \u0441\u043e \u0441\u0442\u043e\u0440\u043e\u043d\u044b \u043a\u0430\u0437\u0430\u043b\u043e\u0441\u044c \u043d\u0435 \u0441\u0430\u043c\u043e\u0439 \u0442\u0440\u0435\u0437\u0432\u043e\u0439 \u0438\u0434\u0435\u0435\u0439 \u2014 \u043d\u0430 \u043f\u0435\u0440\u0432\u044b\u0439 \u0432\u0437\u0433\u043b\u044f\u0434 \u0440\u044b\u043d\u043e\u043a \u0435\u0441\u0442\u044c, \u043e\u0442\u0435\u0447\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u044b\u0435 \u0438 \u0437\u0430\u0440\u0443\u0431\u0435\u0436\u043d\u044b\u0435 \u0440\u0435\u0448\u0435\u043d\u0438\u044f \u0435\u0441\u0442\u044c, \u0441\u0430\u043c\u043e\u043f\u0438\u0441\u043d\u044b\u0445 \u0441\u0438\u0441\u0442\u0435\u043c \u0442\u043e\u0436\u0435 \u0445\u0432\u0430\u0442\u0430\u0435\u0442. \u0417\u0430\u0434\u0443\u043c\u0430\u0442\u044c \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u043a\u0443 \u043d\u043e\u0432\u043e\u0439 \u0441\u0438\u0441\u0442\u0435\u043c\u044b, \u043a\u043e\u0433\u0434\u0430 \u0443 \u0442\u0435\u0431\u044f \u0443\u0436\u0435 \u0435\u0441\u0442\u044c \u0431\u043e\u043b\u044c\u0448\u0430\u044f CRM-\u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u043a\u0430 \u0438 \u0431\u043e\u043b\u0435\u0435 6000 \u00ab\u0436\u0438\u0432\u044b\u0445\u00bb \u0438 \u0430\u043a\u0442\u0438\u0432\u043d\u044b\u0445 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432, \u043a\u043e\u0442\u043e\u0440\u044b\u043c \u043f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e \u0447\u0442\u043e-\u0442\u043e \u043d\u0443\u0436\u043d\u043e, \u2014 \u0442\u0430\u043a \u0432\u043e\u043e\u0431\u0449\u0435 \u0440\u0435\u0441\u0443\u0440\u0441\u043d\u043e\u0435 [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-37787","post","type-post","status-publish","format-standard","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\u0434\u0443\u043c\u0430\u0442\u044c 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