{"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\/ro\/blog\/administrirovanie\/nam-vsem-nuzhen-helpdesk","title":{"rendered":"To\u021bi avem nevoie de helpdesk","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>\u00cen 2018, ideea de a dezvolta un sistem de helpdesk \u00een cloud p\u0103rea, din exterior, o idee nebuneasc\u0103 \u2013 la prima vedere, exist\u0103 pia\u021b\u0103, solu\u021bii interne \u0219i interna\u021bionale, iar sistemele personalizate sunt \u0219i ele destul de multe. S\u0103 \u00ee\u021bi propui s\u0103 dezvol\u021bi un nou sistem c\u00e2nd deja ai o mare aplica\u021bie CRM \u0219i peste 6000 de clien\u021bi activi care au mereu nevoie de ceva, este pur \u0219i simplu o nebunie din punct de vedere al resurselor. Dar tocmai ace\u0219ti \u0219ase mii de clien\u021bi au fost motivul pentru care am decis s\u0103 ne asum\u0103m provocarea \u0219i s\u0103 cre\u0103m propriul nostru helpdesk. \u00cen paralel, am desf\u0103\u0219urat o cercetare de pia\u021b\u0103, am discutat cu viitorii no\u0219tri concuren\u021bi, am testat grupuri de focus \u0219i am explorat diverse demo-uri cu speran\u021ba timid\u0103 de a \u00een\u021belege c\u0103 totul fusese deja inventat. Dar nu - nu am g\u0103sit motive s\u0103 oprim dezvoltarea. Primul nostru articol pe Habr, publicat la \u00eenceputul lunii august, a ar\u0103tat c\u0103 toate acestea nu au fost \u00een zadar. A\u0219a c\u0103 ast\u0103zi, \u00een mod subiectiv, vom \u00eemp\u0103rt\u0103\u0219i observa\u021biile noastre despre lumea sistemelor de helpdesk.\u00a0<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/465951\/\"><img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/abb7382972a019d4cc3ebeec6ca7fae6.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<i>C\u00e2nd suportul tehnic nu func\u021biona prea bine<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>Cauzele care ne-au determinat s\u0103 ne cre\u0103m propriul helpdesk<\/h2>\n<p>\nAl nostru <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Support<\/b><\/a><\/noindex> nu a ap\u0103rut f\u0103r\u0103 motiv. A\u0219adar, noi suntem dezvoltatori de solu\u021bii pentru automatizarea IMM-urilor, dintre care flagship-ul este RegionSoft CRM. Am scris despre aceasta pe Habr \u00een aproximativ 90 de articole, a\u0219a c\u0103 vechii utilizatori ai hub-urilor de specialitate s-au \u00eemp\u0103r\u021bit deja \u00een detractorii \u0219i sus\u021bin\u0103torii s\u0103i. Dar, dac\u0103 nu a\u021bi aderat \u00eenc\u0103 \u0219i auzi\u021bi pentru prima dat\u0103 despre aceasta, s\u0103 explic\u0103m: aceasta este un sistem CRM universal pentru desktop, care se instaleaz\u0103 pe serverul clientului, este personalizat activ \u00een func\u021bie de cerin\u021bele de afaceri ale clientului, este sus\u021binut, actualizat etc. De asemenea, avem c\u00e2teva mii de clien\u021bi care pun \u00eentreb\u0103ri, trimit rapoarte de erori, solicit\u0103 ajutor \u0219i pur \u0219i simplu doresc ceva. Deci, num\u0103rul de solicit\u0103ri \u0219i cereri este imens. Ca urmare, la un moment dat, suportul nostru tehnic a ajuns la o supra\u00eenc\u0103rcare, cu c\u0103\u0219ti supra\u00eenc\u0103lzite, telefoane \u0219i nervi, confuzie \u00een ordinea sarcinilor, priorit\u0103\u021bilor etc. Mult timp, am rezolvat aceste probleme cu ajutorul propriei noastre CRM pentru desktop, apoi am \u00eencercat diverse sisteme de raportare a erorilor \u0219i de gestionare a sarcinilor, dar nimic nu a fost ceea ce ne-am dorit. Am realizat c\u0103, pentru a lucra eficient, trebuie mai \u00eent\u00e2i s\u0103 oferim clien\u021bilor no\u0219tri posibilitatea de a crea solicit\u0103ri (cereri) \u00een mod autonom \u0219i non-stop \u0219i de a controla procesarea acestora de c\u0103tre operatorii no\u0219tri \u00een timp real. A\u0219adar, aceasta implic\u0103 c\u0103 solu\u021bia trebuie s\u0103 fie nu una desktop, ci una \u00een cloud, accesibil\u0103 de pe orice dispozitiv \u0219i \u00een orice moment. Am formulat c\u00e2teva condi\u021bii principale:<\/p>\n<ul>\n<li>maxim\u0103 simplitate \u0219i transparen\u021b\u0103: <i>cerere \u2192 clarific\u0103ri \u2192 desf\u0103\u0219urarea lucr\u0103rilor \u2192 rezultat<\/i>\n<\/li>\n<li>portal clientelor \u00een cloud, cu maxim\u0103 simplitate \u0219i interfa\u021b\u0103 liniar\u0103: <i>s-a \u00eenregistrat \u2192 a intrat \u2192 a scris \u2192 a verificat statusul \u2192 a discutat \u2192 mul\u021bumit<\/i>\n<\/li>\n<li>lipsa pl\u0103\u021bii pentru func\u021bii de care nu avem nevoie, cum ar fi integr\u0103rile cu re\u021belele sociale, tablouri de bord complexe, baze de date clien\u021bi etc. Deci, nu aveam nevoie de un hibrid \u00eentre helpdesk \u0219i CRM.\n<\/li>\n<\/ul>\n<p>\n\u0218i ce crede\u021bi \u2013 nu am g\u0103sit o astfel de solu\u021bie. Adic\u0103 am analizat peste 20 de solu\u021bii, am ales 12 pentru testare, am testat 9 (de ce nu am putut, nu vom spune, de ce s\u0103 ne sup\u0103r\u0103m concuren\u021bii, dar pe unul dintre ele, de exemplu, portalul nu s-a deschis \u2013 a promis c\u0103 \u00een 5 minute va fi gata, dar a r\u0103mas blocat).<\/p>\n<p>\u00cen tot acest timp, am evaluat pia\u021ba \u0219i am notat observa\u021biile: din perspectiva inginerului-dezvoltator, a suportului \u0219i a marketerului. Ce am \u00eenv\u0103\u021bat \u0219i ce ne-a deranjat pu\u021bin?<\/p>\n<ul>\n<li>O parte din helpdesk-uri nu au portaluri pentru clien\u021bi \u2014 adic\u0103, clientul nu poate vedea ce se \u00eent\u00e2mpl\u0103 cu cererea sa, cine se ocup\u0103 de ea. Aproape toate serviciile se laud\u0103 cu omnicanalitate (colectarea cererilor chiar \u0219i din Odnoklassniki), dar majoritatea nu au acces simplu la serviciu, atunci c\u00e2nd te loghezi \u0219i cererile tale sunt clare ca ziua.\u00a0\n<\/li>\n<li>Majoritatea helpdesk-urilor sunt concepute exact pentru nevoile serviciului IT, adic\u0103 se refer\u0103 la serviciile ITSM. Acest lucru nu este neap\u0103rat r\u0103u, dar helpdesk-ul este necesar multor companii care au un serviciu de suport (de la magazine online la centre de service \u0219i agen\u021bii publicitare). Da, solu\u021biile pot fi adaptate pentru orice tem\u0103, dar c\u00e2te func\u021bii inutile vor r\u0103m\u00e2ne \u00een interfa\u021b\u0103!\n<\/li>\n<li>Pe pia\u021b\u0103 exist\u0103 solu\u021bii de ni\u0219\u0103 pentru centrele de service: contabilitatea \u0219i marcarea echipamentului, servicii de repara\u021bie, geoloca\u021bia curierilor \u0219i a tehnicienilor. Din nou, pentru companiile f\u0103r\u0103 servicii, este o absen\u021b\u0103.\n<\/li>\n<li>Solu\u021biile universale, care pot fi adaptate la orice cerin\u021be de afaceri, sunt destul de scumpe. \u0218i, desigur, configura\u021bia (ve\u021bi \u00een\u021belege mai departe de ce nu este o \u00eembun\u0103t\u0103\u021bire) \u2014 cost\u0103 suplimentar. Solu\u021biile interna\u021bionale sunt incredibil de scumpe pentru pia\u021ba din Rusia.\n<\/li>\n<li>O parte din furnizori accept\u0103 plata imediat pentru o perioad\u0103 minim\u0103 de 3 sau 6 luni, nu po\u021bi \u00eenchiria software-ul pe model SaaS pentru o lun\u0103. Da, ei promit s\u0103 returneze banii 'neutiliza\u021bi', dac\u0103 \u00een acest timp decizi s\u0103 renun\u021bi la utilizarea helpdesk-ului lor, dar aceast\u0103 situa\u021bie este incomod\u0103, mai ales pentru micro-afaceri, care trebuie s\u0103 \u00ee\u0219i gestioneze cheltuielile cu aten\u021bie.\n<\/li>\n<li>Cu uimirea noastr\u0103, majoritatea furnizorilor de helpdesk-uri fie au refuzat \u00een principiu s\u0103 fac\u0103 \u00eembun\u0103t\u0103\u021biri, spun\u00e2nd c\u0103 acest serviciu nu exist\u0103, fie ne-au trimis la API. Dar chiar \u0219i solu\u021biile de platform\u0103 au r\u0103spuns c\u0103 \u00een principiu pot ajuta, 'dar mai bine \u00eencerca\u021bi singuri \u2014 programatorul intern se va descurca'. Ei bine, noi avem unele, dar cine nu are?!\u00a0\n<\/li>\n<li>Mai mult de jum\u0103tate dintre solu\u021bii au o interfa\u021b\u0103 aglomerat\u0103 \u0219i, ca urmare, necesit\u0103 instruirea personalului, deoarece trebuie s\u0103 se orienteze \u00een toate acestea. S\u0103 zicem c\u0103 un inginer se descurc\u0103 singur \u00een c\u00e2teva ore sau \u00eentr-o zi, dar ce fac suporteri simpli, care oricum au suficiente sarcini?\u00a0\n<\/li>\n<li>\u00cen cele din urm\u0103, ceea ce ne-a indignat cel mai mult \u2014 un procent cov\u00e2r\u0219itor dintre sistemele testate sunt uimitor de lente! Portalurile se creeaz\u0103 greu, se deschid \u0219i pornesc lent, cererile se salveaz\u0103 lent \u2014 \u0219i asta pe o conexiune bun\u0103 (\u00een teste a fost de aproximativ 35 Mbps). Chiar \u0219i \u00een demonstra\u021bii, sistemele se blocheaz\u0103 \u0219i deschiderea simpl\u0103 a unei cereri dureaz\u0103 5 secunde sau mai mult. (<i>Apropo, ne-a amuzat cel mai mult unul dintre managerii unui cunoscut furnizor, care, la \u00eentrebarea de ce roti\u021ba de \u00eenc\u0103rcare dureaz\u0103 at\u00e2t de mult, a r\u0103spuns c\u0103 a\u0219a transmite Skype, iar de fapt nu se blocheaz\u0103.<\/i>). La unii dintre ei am g\u0103sit cauza \u2014 centrele de date sunt departe de Moscova, iar la al\u021bii nu am reu\u0219it s\u0103 afl\u0103m motivele. Apropo, unele companii dezvoltatoare de helpdesk-uri au subliniat de mai multe ori pe parcursul discu\u021biei c\u0103 toate datele sunt stocate exclusiv \u00een centrele de date din Rusia (la ce a dus 152-FZ!).\n<\/li>\n<\/ul>\n<p>\n\u00cen general, ne-am l\u0103sat pu\u021bin descuraja\u021bi. \u0218i am decis c\u0103 trebuie s\u0103 dezvolt\u0103m propriul nostru helpdesk \u2014 care s\u0103 fie potrivit at\u00e2t pentru noi, c\u00e2t \u0219i pentru clien\u021bii no\u0219tri din toate domeniile de afaceri, centrele de service \u0219i companiile IT (inclusiv pentru organizarea serviciului de suport pentru clien\u021bi interni \u2014 func\u021bioneaz\u0103 foarte bine ca ajutor pentru administratorii de sistem). Spus \u0219i f\u0103cut: pe 3 august 2019 am lansat \u00een produc\u021bie. <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Support<\/b><\/a><\/noindex> \u2014 un helpdesk cloud simplu \u0219i convenabil cu acces pentru clien\u021bi. P\u00e2n\u0103 la acel moment, \u00eel utilizam activ noi \u00een\u0219ine \u2014 iat\u0103 cum arat\u0103 acum la noi:<\/p>\n<p><img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/6d8eedab9c4cd787750ae0f5fcfc226e.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Fereastra principal\u0103 cu lista de cereri \u0219i solicit\u0103ri ale clien\u021bilor.<\/i><\/p>\n<h2>A\u0219adar, am ie\u0219it \u00een produc\u021bie.<\/h2>\n<p>\n\u0218i aici vine momentul s\u0103 vorbim despre Habr pe Habr. Avem un blog de mai bine de trei ani, suntem experimenta\u021bi \u0219i cu experien\u021b\u0103 \u2014 de ce s\u0103 nu lans\u0103m un nou produs? A fost pu\u021bin \u00eenfrico\u0219\u0103tor, dar totu\u0219i am f\u0103cut primele trei pa\u0219i:<\/p>\n<ol>\n<li>Am scris un post \u201e<noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460008\/\">Asisten\u021b\u0103 tehnic\u0103 de la unu... doi... trei...<\/a><\/noindex>\u201d \u2014 am dezv\u0103luit pu\u021bin tema organiz\u0103rii suportului tehnic \u00een companie \u0219i am prezentat ZEDLine Support.\n<\/li>\n<li>Am scris un post \u201e<noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460010\/\">Admin vs \u0219ef: lupta binelui \u00eempotriva r\u0103ului?<\/a><\/noindex>\u201d \u2014 am vorbit despre rela\u021biile complexe dintre lider \u0219i administratorul de sistem, am dezv\u0103luit tema form\u0103rii suportului tehnic pentru clien\u021bi interni.\n<\/li>\n<li>Am lansat publicitate contextual\u0103 pe Google \u0219i Yandex - \u00een ambele cazuri doar pe c\u0103utare, deoarece suntem de mult timp dezam\u0103gi\u021bi de re\u021beaua de publicitate contextual\u0103.\u00a0\n<\/li>\n<\/ol>\n<p>\n\u00cengrijor\u0103rile noastre s-au dovedit a fi exagerate. \u00cen prima lun\u0103 am ob\u021binut <b>peste 50 de portaluri \u00eenregistrate<\/b> (dac\u0103 sunt sincer, nici m\u0103car nu ne-am planificat un astfel de rezultat), numeroase contacte cu clien\u021bi poten\u021biali \u0219i chiar primele recenzii calde \u0219i pl\u0103cute, \u00een care s-a subliniat \u00een special\u2026 simplitatea \u0219i rapiditatea serviciului nostru.<b> ZEDLine Support<\/b>. Adic\u0103 exact ceea ce ne-am dorit ini\u021bial s\u0103 realiz\u0103m cu dezvoltarea acestui serviciu. Acum lucr\u0103m activ cu solicit\u0103rile, umplem activ backlog-ul \u0219i ad\u0103ug\u0103m func\u021bionalit\u0103\u021bi.<\/p>\n<h2>Visurile devin realitate: cum arat\u0103 acum ZEDLine Support<\/h2>\n<p>\nPrincipala esen\u021b\u0103 a oric\u0103rei sisteme de tichete este formularul de solicitare. Acesta trebuie s\u0103 fie convenabil pentru client, simplu, s\u0103 nu aib\u0103 op\u021biuni inutile \u0219i confuze \u0219i, \u00een acela\u0219i timp, s\u0103 ofere informa\u021bii cuprinz\u0103toare despre problem\u0103, astfel \u00eenc\u00e2t operatorul s\u0103 poat\u0103 \u00eencepe imediat lucrul la sarcin\u0103 \u0219i s\u0103 \u00een\u021beleag\u0103 ce anume nu este \u00een regul\u0103, \u00een ce direc\u021bie trebuie s\u0103 remedieze problema sau s\u0103 solicite informa\u021bii suplimentare.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/2e9f21b4b5cb0a896a85276770403fbe.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u00cen cele din urm\u0103, ob\u021binem solicit\u0103ri de acest tip:<\/p>\n<p><img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/f7fe0f82d62af7baa1d84cb5f1c048d8.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u0218i cel mai important, am implementat schema de portal at\u00e2t de dorit\u0103. Un portal este un mediu personal de interac\u021biune \u00eentre proprietarul portalului \u0219i clien\u021bii s\u0103i. Dac\u0103 a\u021bi creat un portal pentru dumneavoastr\u0103, acesta va avea un URL unic, o baz\u0103 de date proprie, spa\u021biu de stocare etc. Clien\u021bii dumneavoastr\u0103 vor putea accesa acest portal prin URL-ul furnizat \u0219i s\u0103 creeze solicit\u0103ri sau apeluri, care ajung imediat \u00eentr-un jurnal unic, de unde sunt preluate de operatori (angaja\u021bii dumneavoastr\u0103).<\/p>\n<p>Cum afl\u0103 clientul URL-ul portalului dumneavoastr\u0103? Cu ajutorul helpdesk-ului nostru, plasa\u021bi linkul pe care toat\u0103 lumea \u00eel poate utiliza pentru a v\u0103 pune \u00eentreb\u0103ri: pe site, \u00een re\u021belele sociale, \u00een email sau mesagerii \u0219i chat-uri, chiar \u0219i \u00een widgeturi sau articole pe Habra. Utilizatorul face clic pe linkul dumneavoastr\u0103, completeaz\u0103 formularul format din trei c\u00e2mpuri \u0219i ajunge \u00een aplica\u021bie. Loginul \u0219i parola sunt trimise prin email.<\/p>\n<p><img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/9f2242d4244cd4438350176fd38e079f.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u00cen plus, operatorii pot genera invita\u021bii pentru clien\u021bi din contul lor personal, pentru a le economisi chiar \u0219i completarea unei simple forme. Invita\u021bia va fi trimis\u0103 clientului pe e-mail, iar \u00een textul invita\u021biei va fi toat\u0103 informa\u021bia necesar\u0103 pentru a accesa portalul: URL, nume de utilizator, parol\u0103.<\/p>\n<p>Imediat dup\u0103 \u00eenregistrare sau primirea invita\u021biei, clientul acceseaz\u0103 portalul, creeaz\u0103 o cerere complet\u00e2nd c\u00e2mpurile formularului \u0219i ob\u021bine acces la exemplarul s\u0103u. <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support <\/a><\/noindex>\u2013 adic\u0103 vede starea cererilor sale, poate crea \u0219i vede mesaje \u00een chatul intern cu operatorul, poate ata\u0219a \u0219i vizualiza fi\u0219iere, \u00een general, urm\u0103re\u0219te progresul solu\u021bion\u0103rii problemei sale. Pentru toate evenimentele, utilizatorului \u00eei vor fi trimise notific\u0103ri pe e-mail, a\u0219a c\u0103 nu este nevoie s\u0103 stea \u00een interfa\u021b\u0103 \u0219i s\u0103 apese F5 pentru a actualiza parametrii tichetului.\u00a0<\/p>\n<p>Aceast\u0103 abordare a interfe\u021bei permite o \u00eenregistrare simpl\u0103 \u0219i trecerea direct la lucru, f\u0103r\u0103 a naviga prin complexit\u0103\u021bile func\u021bionalit\u0103\u021bii. Este logic, deoarece clientul poate utiliza ajutorul o singur\u0103 dat\u0103 \u00een \u00eentreaga sa interac\u021biune cu voi (sau uneori nici m\u0103car o dat\u0103), iar acesta nu trebuie s\u0103 fie supraaglomerat.<\/p>\n<p>Apeten\u021ba vine \u00een timpul mesei, iar \u00een timp ce dezvoltam interfa\u021ba operatorului \u0219i portalul clientului, ne-a venit ideea c\u0103 contul personal ar trebui s\u0103 fie la fel de logic, convenabil \u0219i cuprinz\u0103tor. A\u0219a am procedat: \u00een contul personal, po\u021bi s\u0103-\u021bi configurezi profilul (dac\u0103 e\u0219ti operator), s\u0103 configurezi ZEDLine Support, s\u0103 urm\u0103re\u0219ti pl\u0103\u021bile, s\u0103 vizualizezi utilizatorii, s\u0103 configurezi formularul \u0219i s\u0103 vizualizezi statisticile (dac\u0103 e\u0219ti administrator). Din nou, a fost aplicat principiul \u201era\u021bional \u0219i simplu\u201d: operatorul lucreaz\u0103 \u00eentr-o interfa\u021b\u0103 c\u00e2t mai simpl\u0103, ceea ce ofer\u0103 o serie de avantaje:<\/p>\n<ul>\n<li>nu este distras de alte sec\u021biuni\n<\/li>\n<li>set\u0103rile sistemului sunt uniformizate\n<\/li>\n<li>responsabilitatea administratorului pentru erorile de configurare este evident\u0103\n<\/li>\n<li>cea mai mare parte a informa\u021biilor este protejat\u0103 de operatori\n<\/li>\n<li>operatorii se familiarizeaz\u0103 foarte repede cu utilizarea unei astfel de interfe\u021be (economisire la instruire + start rapid).\u00a0\n<\/li>\n<\/ul>\n<p>\n<img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/7f0c7971d2f0784cca1dff151b173979.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nApropo de \u00eenv\u0103\u021bare \u2014 la prima accesare a sistemului, utilizatorul este \u00eent\u00e2mpinat de un tutorial interactiv, care \u201eghideaz\u0103\u201d noul utilizator prin \u00eentreaga interfa\u021b\u0103 \u0219i explic\u0103 modul \u00een care func\u021bioneaz\u0103 ZEDLine Support. Acesta va fi afi\u0219at p\u00e2n\u0103 c\u00e2nd ve\u021bi ap\u0103sa butonul \u201enu mai ar\u0103ta\u201d.<\/p>\n<p><img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/80bfed4472b76c2d1ddbb643e4506e34.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n<img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/66eac516d8a065aff7a03b73734d995b.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nToate clarific\u0103rile \u0219i \u00eentreb\u0103rile pot fi adresate \u00een chat, astfel put\u00e2nd:<\/p>\n<ul>\n<li>urma progresul solu\u021bion\u0103rii problemei \u0219i controla schimbarea statusurilor\n<\/li>\n<li>transmite (delega) sarcina altor angaja\u021bi, f\u0103r\u0103 a povestit \u00eentreaga istorie anterioar\u0103\n<\/li>\n<li>schimba rapid fi\u0219ierele \u0219i capturile de ecran necesare\n<\/li>\n<li>salva toate informa\u021biile despre problem\u0103 \u0219i a avea acces u\u0219or la ele \u00een cazul unei situa\u021bii similare.\n<\/li>\n<\/ul>\n<p>\n\u00centre timp, s\u0103 ne \u00eentoarcem la panoul de administrare. Acolo, printre altele, exist\u0103 set\u0103ri pentru emailuri pentru notific\u0103ri, controlul spa\u021biului pe disc \u0219i altele. De asemenea, exist\u0103 billing \u2014 ve\u021bi \u0219ti \u00eentotdeauna c\u00e2nd, pe ce bani \u0219i pentru ce au fost cheltuite.<\/p>\n<p>\u00cen billing exist\u0103 dou\u0103 sec\u021biuni: abonamente \u0219i tranzac\u021bii. \u00cen abonament, pute\u021bi schimba literal cu o mi\u0219care tariful, num\u0103rul de operatori, re\u00eennoi abonamentul \u0219i alimenta balan\u021ba. \u00cen cazul re\u00eenc\u0103rc\u0103rii, \u00een interfa\u021ba ZEDLine Support se va genera o factur\u0103 pentru plata.<\/p>\n<p><img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/2c0f274750191966ed757ac33d733f92.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u00cen tranzac\u021bii se pot vedea toate opera\u021biunile legate de pl\u0103\u021bi \u0219i debite. De asemenea, se poate vedea cine \u0219i c\u00e2nd a efectuat plata \u0219i a realizat tranzac\u021bia. Apropo, plata cu bonusuri \u00een captura de ecran \u2014 nu este o \u00eent\u00e2mplare \u0219i nici un test: p\u00e2n\u0103 la 30 septembrie 2019 se desf\u0103\u0219oar\u0103 o promo\u021bie \u2014 la re\u00eenc\u0103rcarea balan\u021bei, oferim ca bonus 50% din suma re\u00eenc\u0103rcat\u0103. De exemplu, pentru plata a 5.000 de ruble, \u00een balan\u021b\u0103 se vor cr\u00e9dita 7.500 de ruble. \u0218i \u00een interfa\u021ba billing-ului va ap\u0103rea o not\u0103 cam a\u0219a \ud83d\ude42<\/p>\n<p><img decoding=\"async\" alt=\"To\u021bi avem nevoie de helpdesk\" src=\"\/wp-content\/uploads\/2019\/09\/ff2af7168601d6bae4dfaaac9cacb4dc.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n\u0218i da, av\u00e2nd \u00een vedere c\u0103 am ajuns la plat\u0103: avem un tarif gratuit + trei tarifuri pl\u0103tite. \u0218i putem declara c\u0103 suntem gata s\u0103 dezvolt\u0103m helpdesk-ul ZEDLine Support conform cerin\u021belor afacerii dumneavoastr\u0103 \u2014 pentru o plat\u0103 standard pe ora programatorilor companiei noastre. Ne ocup\u0103m foarte des de dezvolt\u0103ri pentru RegionSoft CRM, scriem rapid \u0219i eficient specifica\u021biile tehnice \u0219i \u00eencepem lucrul, a\u0219a c\u0103 experien\u021ba noastr\u0103 ne permite s\u0103 facem \u0219i solu\u021bii personalizate.\u00a0<\/p>\n<p>\u00cen prezent, helpdesk-ul ZEDLine Support este integrat cu sistemul nostru CRM RegionSoft CRM, \u00eens\u0103 deja acum putem oferi acces la versiunea beta a API-ului la cerere special\u0103, iar pe l\u00e2ng\u0103 modific\u0103ri, vor exista multe posibilit\u0103\u021bi de integrare.\u00a0<\/p>\n<p>\u0218i, \u00een cele din urm\u0103, am reu\u0219it s\u0103 atingem un alt obiectiv foarte important din perspectiva noastr\u0103 - s\u0103 facem sistemul foarte rapid. Viteza de reac\u021bie a sistemului la ac\u021biunile utilizatorilor face munca acestora confortabil\u0103. Pe m\u0103sur\u0103 ce sistemul va continua s\u0103 se dezvolte, ceea ce este inevitabil, vom acorda o aten\u021bie deosebit\u0103 vitezei \u0219i vom lupta pentru aceasta.<\/p>\n<p>\u00centr-un cuv\u00e2nt, acesta a fost rezultatul nostru <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">helpdesk ZEDLine Support<\/a><\/noindex> \u2014 \u0219i, av\u00e2nd \u00een vedere feedback-ul primilor utilizatori, nu am gre\u0219it.<\/p>\n<h2>Cui \u0219i de ce \u00eei trebuie un helpdesk?<\/h2>\n<p>\nLa \u00eenceputul articolului, am men\u021bionat c\u0103 cea mai mare parte a helpdesk-urilor este despre IT \u0219i pentru speciali\u0219tii IT. Exist\u0103 o logic\u0103 \u00een aceasta, dar nu este complet corect. Iat\u0103 o list\u0103 aproximativ\u0103 a celor ale c\u0103ror activit\u0103\u021bi vor fi facilitate de un helpdesk simplu \u0219i convenabil.<\/p>\n<ul>\n<li>Administratorii de sistem, care pot crea un sistem intern de tichet pentru a gestiona solicit\u0103rile colegilor \u0219i nu se vor mai agita haotic pe etaje \u0219i prin birouri, ci vor reac\u021biona calm la cererile oficiale (care sunt dovada timpului de munc\u0103 ocupat).\n<\/li>\n<li>Companiile de servicii \u0219i centrele de service care lucreaz\u0103 cu echipamente diferite \u0219i cu diferite probleme legate de reclama\u021biile clien\u021bilor.\n<\/li>\n<li>Orice companie care are suport pentru clien\u021bi prin telefon \u0219i prin chat-uri \u2014 pentru a permite clientului s\u0103 formuleze \u00eentrebarea \u00een scris \u0219i s\u0103 controleze progresul lucr\u0103rilor, p\u0103str\u00e2nd \u00een acela\u0219i timp toate cererile \u00eentr-un singur loc.\n<\/li>\n<\/ul>\n<p>\nExist\u0103 milioane de motive pentru care alegi s\u0103 scrii unei companii, nu s\u0103 suni, dintre care dou\u0103 principale sunt: obi\u0219nuin\u021ba de a comunica \u00een mesagerii prin text \u0219i posibilitatea de a \u00eencepe s\u0103 rezolvi o problem\u0103 \u00een timpul orelor de lucru, f\u0103r\u0103 a te ascunde cu telefonul \u00een col\u021buri \u0219i f\u0103r\u0103 a-i deranja pe colegi. Un singur link c\u0103tre exemplarul t\u0103u de helpdesk va ajuta la rezolvarea tuturor problemelor legate de omnicanalitate, accesibilitate, rapiditate etc.\u00a0<\/p>\n<p>\u00cen prezent, echipa noastr\u0103 folose\u0219te un helpdesk <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Support<\/a><\/noindex> Cea mai lung\u0103, ceea ce este logic, iar noi, fiind automatizatori experimenta\u021bi \u00een afaceri, schimb\u0103m constant p\u0103reri, c\u0103ut\u0103m noi func\u021bionalit\u0103\u021bi \u0219i, uneori, ne contrazicem. Dar exist\u0103 un consens: este convenabil pentru noi, este convenabil pentru clien\u021bii no\u0219tri care las\u0103 solicit\u0103ri. De asemenea, a fost mult mai simplu pentru operatorii de suport s\u0103 lucreze cu solicit\u0103rile utilizatorilor.<\/p>\n<p>C\u00e2nd compania dep\u0103\u0219e\u0219te un anumit prag, conducerea \u00een\u021belege c\u0103 nu este suficient s\u0103 v\u00e2nd\u0103 un produs sau un serviciu clientului. Este necesar s\u0103 se organizeze interac\u021biunea cu clientul astfel \u00eenc\u00e2t acesta s\u0103 aprecieze calitatea serviciului post-v\u00e2nzare, fie el pl\u0103tit sau gratuit. Trebuie s\u0103 ne lupt\u0103m pentru fiecare client \u0219i s\u0103 contracar\u0103m pierderile clien\u021bilor fideli, acumul\u00e2nd o mas\u0103 de clien\u021bi. Iar acest lucru se realizeaz\u0103 prin cre\u0219terea nivelului de loialitate. De aceea, clientul trebuie s\u0103 fie sigur c\u0103 solicitarea sa \u00een companie cu o problem\u0103 nu va disp\u0103rea \u0219i nu va r\u0103m\u00e2ne blocat\u0103 undeva \u00een ad\u00e2ncurile angaja\u021bilor, nefiind influen\u021bat\u0103 de factorul uman. Exact aceast\u0103 sarcin\u0103 permite s\u0103 fie rezolvat\u0103 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">serviciul ZEDLine Support<\/a><\/noindex>.<br \/>\n<br \/>Sursa: <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 5.0.2.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u0417\u0430\u0434\u0443\u043c\u0430\u0442\u044c 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