{"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\/en\/blog\/administrirovanie\/tehpodderzhka-na-raz-dva-tri","title":{"rendered":"Technical support on one\u2026 two\u2026 three\u2026","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Why do you need special software for technical support, especially if you already have a bug tracker, CRM, and email? It's unlikely that anyone has thought about this, because companies with strong technical support probably already have a helpdesk system, while others manage customer inquiries and requests 'on the fly', for example, using email. This is fraught with issues: if there are customer inquiries, they must be processed and stored in such a way that there are no 'ticket closed and forgotten', 'ticket forgotten and closed', 'ticket hanging in clarification status for 7 months', 'inquiry lost', 'oh, sorry' (a universal response to all cases of improper handling of inquiries \u2014 almost a human exception). We turned out to be an IT company that has gone from needing a ticket system to producing our own. In short, we have a story, and we will share it with you.<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460008\/\"><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\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>The shoemaker's children go barefoot<\/h2>\n<p>\nFor 13 years, we have been developing a CRM system that is literally 'our everything': first of all, it is the flagship development around which all other software revolves, and secondly, it has over 6000 clients... It is worth stopping the enumeration and realizing that for our not very large team of support and engineers, 6000 clients, some of whom have problems, questions, requests, etc. \u2014 this is a tsunami. We were saved by a clear response system and our CRM, in which we tracked customer inquiries. However, with the release of RegionSoft CRM 7.0, we began to experience peak loads on employees, and we wanted a dedicated, simple, reliable solution, as straightforward as an AK-47, so that engineers and account managers wouldn't get tangled up 'under each other's feet' in the system, and the client card wouldn't grow in front of astonished colleagues.\u00a0<\/p>\n<p>We scoured the market, sifting through Russian and imported offers with 'desk' and '-support' in their names. This was an interesting selection process during which we understood two things:<\/p>\n<ul>\n<li>there are no simple solutions in principle; everywhere there are a bunch of some extra features that we already have in our CRM, and buying a second CRM from a vendor seems at least strange.\n<\/li>\n<li>We unexpectedly developed compassion for non-IT companies: almost all similar software is tailored towards IT, and small businesses from other fields either have to overpay for functionality they won't use or choose from a very limited range of software (unlike the 100+ CRMs available in the market!). Most of our clients fall into this category!\n<\/li>\n<\/ul>\n<p>\nIt's time to close browsers and open IDEs. As often happens in IT, if you want convenient software \u2014 build it yourself. We did: a cloud-based, simple, and user-friendly application that can be deployed in any browser in 5 minutes and is learned in half an hour, whether by an engineer, a sales representative, or a call center employee \u2014 anyone skilled in using a browser. This is how we developed <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Support<\/b><\/a><\/noindex>.\u00a0<\/p>\n<p>The technical launch occurred a month earlier, and our clients have already found it to be a highly convenient tool that can replace other channels. But let's discuss everything in order.<\/p>\n<h2>What kind of software is this?<\/h2>\n<p>\nEssence <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Support<\/b><\/a><\/noindex> is maximally simple and transparent: in just a couple of clicks, you set up a portal for your company, register your operators (support staff), configure a questionnaire (the form that your clients will fill out when creating requests), and\u2026 it's ready. You can place the link to the support portal (helpdesk) on your website in the support section, send it to clients, share it in online chat on the website, mention it on social media, etc. Clients clicking the link will register and leave their request, specifying all necessary parameters. Operators take the request and start addressing the client\u2019s issue. Operators can see all tickets in a unified request processing center (in the main table), while clients only see their own.<\/p>\n<p>There is also an option to attach the portal directly to your website as a subdomain. For instance, if your site is \u201cromashka.ru\u201d, you can set up access to the support portal through the URL \u201csupport.romashka.ru\u201d or \u201chelp.romashka.ru\u201d. This will be very convenient for your clients, as they won't have to remember a separate service with the URL \u201csupport.zedline.ru\/romashka\u201d.<\/p>\n<h4>Let's take a look at the interface<\/h4>\n<p>\nIn the ZEDLine Support desktop, there is a table with inquiries where you can view your requests (for example, a manager can review the work of any operator or all operators at once) and requests with various statuses. Each inquiry is assigned a responsible operator. During the work on an inquiry, operators can delegate tasks related to the inquiry to other operators. An administrator can delete a request if necessary.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/a15a526a842a549ec1d62ea2c57f8755.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nThe request form looks like this. You set the names and types of fields in the settings section. In the builder, you can customize the fields of the application form according to the specifics of your clients' inquiries, using typed objects such as: string, multiline text, date, integer, floating-point number, checkbox, etc. For example, if you service any equipment, you can specify mandatory fields \"Equipment Type\" and \"Serial Number\" in the form to immediately identify the object related to the question.<\/p>\n<p><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/c101cef920a4b244ee70c24ff0c54324.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nThe completed request contains all the information entered by the client. After the request is received, the administrator assigns the ticket to an operator who starts processing the inquiry. Alternatively, the operator sees the incoming inquiry and, knowing the limits of their competence, takes it on themselves.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/d35ac5434363a7aab7af5260d43fed7c.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nIn the request form, you can attach images and documents that are necessary to solve the client's problem (both the client and the operator can attach them). The maximum number of files in a ticket and the size of the attachment can be specified in the settings, allowing for control over disk space usage, which is one of the parameters of the selected tariff plan.<\/p>\n<p><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/18dcf14d9506624c12c63d8ed8fc09c6.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nInside the request, there is a simple chat where status changes regarding the request are displayed, as well as the correspondence between the client and the operator \u2014 as experience has shown, sometimes very lengthy. It's good that all information is saved, and it can be referenced in case of issues, complaints, or claims from management or when transferring the ticket to another operator.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/79af694c30c053d00e6032b54b183d2f.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nFor operators in the portal\u00a0 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex> There are 2 types of roles: Administrator and Operator. Administrators can configure the system, assign new operators, remove those who are no longer operational, manage subscriptions, work with the builder, etc. Operators can handle requests, while both administrators and operators can view and participate in all requests within the system.\u00a0<\/p>\n<p>Each registered user on the portal has a personal account. Let's consider the administrator's personal account, as it includes all features and has the maximum configuration.<\/p>\n<p><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/fa511a8ba062f051fccced07f5fa4417.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nBy default, the form includes two fields; additional fields can be added by selecting from the list of field types. The form fields can be made mandatory or optional for client completion. In the future, we plan to expand the number of field types based on user feedback from the ZEDLine Support portal.<\/p>\n<p>It is important to note that the form builder is only available in paid plans. Users on the 'Free' plan (which also exists) can only use the standard form with fields for indicating the subject and description of the issue that prompted them to contact technical support.<\/p>\n<p><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/f61e60d8c21253540f0219590f08a56b.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n<img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/889c7c2ee0d1821f23a2b60290259b13.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nCurrently, the statistics section only provides a single graph showing the dynamics of requests, but we plan to significantly enhance this dashboard in the future, enriching it with analytical capabilities.<\/p>\n<p><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/26768aafbdbbdcbc329c063cd8be648c.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nIn the 'Subscription' section, billing functions are available. It includes a unique account number, the tariff plan, and the number of operators on it (<noindex><a rel=\"nofollow\" href=\"https:\/\/zedline.ru\/?page=tarifs#tops\">there are 4 ZEDLine Support plans<\/a><\/noindex>), the subscription expiration date, and the current balance. At any time from this interface, you can change the tariff, adjust the number of operators, extend service usage, or top up the balance. In the 'Transactions' section, administrators can view all transactions that have occurred: payments, tariff changes, adjustments to the number of operators, and payment corrections.<\/p>\n<p><img decoding=\"async\" alt=\"Technical support on one\u2026 two\u2026 three\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/2a7f6ac245556417679049ab19c70fb2.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nIn the settings, there is an option to specify an email for automatic notifications, although it is not mandatory. By default, a unified service address will be used for sending notifications. However, if you want your clients to receive notifications in your name, you need to configure an email account. Notifications regarding the status of issue resolution will be sent from this address to your clients \u2014 this way, they won't bother operators and support staff, but will wait for notifications (or check the status of their task in the portal interface). <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex>Users and responsible operators can be notified about new messages within a ticket and about ticket status changes, or such notifications can be disabled.<\/p>\n<p>In the settings, you can also control the amount of available disk space, the current database, set maximum database size, and the maximum number of files in a ticket. This is necessary to anticipate the consumption of the storage volume provided by the tariff.<\/p>\n<p>You can also configure a preamble for the form, which will be displayed at the top of the form when creating a ticket. The preamble can include the rules for creating a ticket, indicate support working hours, or approximate response times from an operator on the ticket, thank the user for their inquiry, or announce a promotional campaign. In general, it's up to you.<\/p>\n<p>Integration services with RegionSoft CRM are provided free of charge to all clients and are carried out by our company's specialists 'turnkey' (for the 'VIP' tariff). Work is also currently underway to develop an API for integration with any other services and applications.\u00a0<\/p>\n<p>We are constantly updating our <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex>, we have an extensive backlog and we would love to hear your suggestions, wishes, and even criticism.<\/p>\n<p>We understand that at the startup stage, there may be many critical comments from potential users and passersby, but we promise that every single comment will be considered with special attention.\u00a0<\/p>\n<h4>What is the price?<\/h4>\n<p>\nRegarding the pricing policy, this is a standard SaaS model with three paid tiers based on the number of operators, disk space, and software options (starting from 850 RUB per operator per month) + there is a free tier for one operator (suitable for freelancers, individual entrepreneurs, etc.).<\/p>\n<blockquote><p><i>We announce a promotional offer valid from August 1 to September 30, 2019: when you make your first payment to your account, 150% of the paid amount will be credited to your balance. To receive the bonus, you must indicate the promo code \"<b>Startup<\/b>\" as follows:<b> \"Payment for ZEDLine Support services (promo code &lt;Startup&gt;)\"<\/b> That is, when paying 1000 RUB, 1500 RUB will be credited to your balance, which you can use to activate any services.<\/i><\/p><\/blockquote>\n<h2>What makes a helpdesk system better than other options?<\/h2>\n<p>\nExperience shows that for many small and medium-sized businesses, the only way to handle customer inquiries is via email. Even if the business has implemented a CRM system, email still creates huge threads with customer problem resolutions. Threads can break, get lost, deleted, or lose order with a single sending error, etc. But the habit is given to us from above...<\/p>\n<h4>What are the benefits of a customer inquiry tracking and management system?<\/h4>\n<p><\/p>\n<ul>\n<li>It is simple in terms of interface and contains only the fields and content you need. No advertisements from your clients, holiday greetings, unrelated questions, etc. Only the information relevant to the ticket; not even branded signatures are included.\n<\/li>\n<li>In the user inquiry processing system, task prioritization is more flexible: instead of folders and labels, there are convenient and clear statuses by which the entire pool of inquiries can be filtered. Thanks to this, tasks are addressed by priority level, avoiding situations where ten minor issues are resolved but a critical task gets lost in the queue.\n<\/li>\n<li>All requests are consolidated in a single inquiry center, and employees do not need to jump between interfaces and accounts. It is sufficient to simply provide a link to your ZEDLine Support portal at all customer contact points.\n<\/li>\n<li>It's easy to change the operator who can see the entire history of correspondence from the moment the task was assigned. Additionally, it's straightforward to resolve customer issues that require consultations with colleagues. The chain of delegation and deadlines are greatly reduced.\n<\/li>\n<li>Using a customer inquiry tracking system is far more professional than relying on email or social media messages. Customers can monitor the progress of their issues, alleviating concerns about how quickly their emails will be opened. There is also a psychological factor: the company is so cool that it offers a dedicated tool for user support.\n<\/li>\n<\/ul>\n<p>\nCustomers are not concerned about what happens inside your company. They are only worried about their own problems, and they need prompt and effective support. If support isn't quick, it needs to be well-managed \u2014 customers must feel that support operators are not taking a break but are actively working on their issues. A customer inquiry management system greatly assists in this regard. With simple and clear software, the number of resolved requests increases, operator fatigue decreases, and the company appears more modern.\u00a0<br \/>\n<br \/>Source: <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 5.0.1.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"\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 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