{"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\/sk\/blog\/administrirovanie\/tehpodderzhka-na-raz-dva-tri","title":{"rendered":"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\u2026","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Pre\u010do potrebujete \u0161peci\u00e1lny softv\u00e9r na technick\u00fa podporu, najm\u00e4 ak u\u017e m\u00e1te bug tracker, CRM a e-mail? By\u0165 si t\u00fdmto asi nikto ve\u013emi neuvedomuje, preto\u017ee s najv\u00e4\u010d\u0161ou pravdepodobnos\u0165ou maj\u00fa firmy so silnou technickou podporou helpdesk syst\u00e9m u\u017e d\u00e1vno, zatia\u013e \u010do ostatn\u00ed si poradia s dopytmi a \u017eiados\u0165ami klientov \"na kolene\", napr\u00edklad pomocou e-mailu. A to je nebezpe\u010dn\u00e9: ak existuj\u00fa dopyty klientov, musia sa spracov\u00e1va\u0165 a uchov\u00e1va\u0165 tak, aby sa predi\u0161lo situ\u00e1ci\u00e1m ako \"\u017eiadanka bola uzavret\u00e1 a zabudnut\u00e1\", \"\u017eiadanka zabudnut\u00e1 a uzavret\u00e1\", \"\u017eiadanka vis\u00ed v stave vyjasnenia inform\u00e1ci\u00ed 7 mesiacov\", \"dopyt straten\u00fd\", \"och, prep\u00e1\u010dte\" (univerz\u00e1lna odpove\u010f na v\u0161etky pr\u00edpady nespr\u00e1vnej manipul\u00e1cie s dopytom \u2014 takmer \u013eudsk\u00fd exception). Ocitli sme sa ako IT firma, ktor\u00e1 pre\u0161la od potreby po ticket syst\u00e9me a\u017e po spustenie tohto syst\u00e9mu. V skratke, m\u00e1me pr\u00edbeh a radi v\u00e1m ho rozpr\u00e1vame.<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/460008\/\"><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\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 dc\u00e9ra chod\u00ed bos\u00e1<\/h2>\n<p>\n13 rokov vyv\u00edjame CRM syst\u00e9m, ktor\u00fd v doslovnom zmysle slova \"na\u0161e v\u0161etko\": po prv\u00e9, je to vlajkov\u00e1 lo\u010f na\u0161ich produktov, okolo ktorej sa to\u010d\u00ed cel\u00fd zvy\u0161ok softv\u00e9ru, po druh\u00e9, m\u00e1me viac ako 6000 klientov... Tu stoj\u00ed za to zastavi\u0165 seznam a uvedomi\u0165 si, \u017ee pre n\u00e1\u0161 nie pr\u00edli\u0161 ve\u013ek\u00fd t\u00edm podpory a in\u017einierov je 6000 klientov, z ktor\u00fdch \u010das\u0165 m\u00e1 probl\u00e9my, ot\u00e1zky, dopyty, po\u017eiadavky at\u010f. \u2014 to je tsunami. Zachr\u00e1nila n\u00e1s jasn\u00e1 reak\u010dn\u00e1 s\u00fastava a na\u0161a vlastn\u00e1 CRM, v ktorej sme spravovali dopyty klientov. Av\u0161ak s vydan\u00edm verzie RegionSoft CRM 7.0 sme za\u010dali dost\u00e1va\u0165 vrcholn\u00e9 za\u0165a\u017eenia na zamestnancov a chceli sme jednoduch\u00e9, spo\u013eahliv\u00e9 a ako AK-47 rie\u0161enie, aby in\u017einieri a mana\u017e\u00e9ri z\u00e1kazn\u00edckej podpory sa nezamie\u0148ali navz\u00e1jom \"pod nohami\" v syst\u00e9me, zatia\u013e \u010do karta klientov nerastie pred o\u010dami ohromen\u00fdch kolegov.\u00a0<\/p>\n<p>Prezreli sme trh, prebrali rusk\u00e9 a zahrani\u010dn\u00e9 ponuky s \u2014 desk a -support v n\u00e1zvoch. Bol to zauj\u00edmav\u00fd v\u00fdber, po\u010das ktor\u00e9ho sme zistili 2 veci:<\/p>\n<ul>\n<li>jednoduch\u00e9 rie\u0161enia v podstate neexistuj\u00fa, v\u0161ade s\u00fa nejak\u00e9 vylep\u0161enia, ktor\u00e9 u\u017e m\u00e1me v CRM, a k\u00fapi\u0165 druh\u00fa CRM od dod\u00e1vate\u013ea CRM je prinajmen\u0161om zvl\u00e1\u0161tne;\n<\/li>\n<li>Prekvapivo sme sa za\u010dali c\u00edti\u0165 sympaticky k ne-IT firm\u00e1m: takmer v\u0161etok podobn\u00fd softv\u00e9r je prisp\u00f4soben\u00fd IT a mal\u00e9 firmy z in\u00fdch oblast\u00ed musia bu\u010f preplati\u0165 za funkcie, ktor\u00e9 nepou\u017e\u00edvaj\u00fa, alebo si vybra\u0165 z ve\u013emi \u00fazkej \u0161k\u00e1ly softv\u00e9ru (to nie je ako 100 a viac CRM na trhu!). A predsa v\u00e4\u010d\u0161ina na\u0161ich klientov s\u00fa presne tak\u00ed!\n<\/li>\n<\/ul>\n<p>\nNastal \u010das zavrie\u0165 prehliada\u010de a otvori\u0165 IDE. Ako to \u010dasto b\u00fdva v IT, ak chce\u0161 pohodln\u00fd softv\u00e9r \u2014 vyrob si ho s\u00e1m. My sme to urobili: cloudov\u00fa, jednoduch\u00fa a pohodln\u00fa aplik\u00e1ciu, ktor\u00e1 sa sp\u00fa\u0161\u0165a v akomko\u013evek prehliada\u010di za 5 min\u00fat, osvojuje sa za pol hodiny, \u010di u\u017e in\u017einierom, predava\u010dkou alebo pracovn\u00edkom call-centra \u2014 zamestnancom ak\u00fdchko\u013evek kvalifik\u00e1ci\u00ed, ktor\u00ed vedia pracova\u0165 s prehliada\u010dom. Takto sme vyvinuli <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Podpora<\/b><\/a><\/noindex>.\u00a0<\/p>\n<p>Technick\u00e9 spustenie prebehlo o mesiac sk\u00f4r a na\u0161i klienti u\u017e ho hodnotia ako ve\u013emi pohodln\u00fd n\u00e1stroj, ktor\u00fd dok\u00e1\u017ee nahradi\u0165 in\u00e9 kan\u00e1ly. Ale v\u0161etko po poriadku.<\/p>\n<h2>\u010co je to za softv\u00e9r?<\/h2>\n<p>\nPodstata <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Podpora<\/b><\/a><\/noindex> maxim\u00e1lne jednoduch\u00e9 a transparentn\u00e9: v p\u00e1r kliknutiach zaklad\u00e1te port\u00e1l pre svoju spolo\u010dnos\u0165, registrujete na \u0148om svojich oper\u00e1torov (pracovn\u00edkov podpory), nastav\u00edte formul\u00e1r (dotazn\u00edk, ktor\u00fd bud\u00fa vypl\u0148ova\u0165 va\u0161i klienti pri vytv\u00e1ran\u00ed \u017eiadost\u00ed) a\u2026 hotovo. Odkaz na port\u00e1l podpory (helpdesk) m\u00f4\u017eete umiestni\u0165 na svojim webe v sekcii podpory, posla\u0165 klientom, posiela\u0165 v online chate na webe, uvies\u0165 na soci\u00e1lnych sie\u0165ach a pod. Klienti pri prechode po odkaze sa zaregistruj\u00fa a zanechaj\u00fa svoju \u017eiados\u0165, uv\u00e1dzaj\u00fac v\u0161etky potrebn\u00e9 parametre. Oper\u00e1tori vezm\u00fa \u017eiados\u0165 do pr\u00e1ce a za\u010dn\u00fa rie\u0161i\u0165 probl\u00e9m klienta. Oper\u00e1tori vidia v\u0161etky tikety v jednotnom centre spr\u00e1vy \u017eiadost\u00ed (v hlavnej tabu\u013eke), zatia\u013e \u010do klienti vidia len tie svoje.<\/p>\n<p>Tie\u017e je dostupn\u00e1 mo\u017enos\u0165 pripojenia port\u00e1lu priamo k va\u0161ej str\u00e1nke vo forme subdom\u00e9ny. Napr\u00edklad, ak je va\u0161a str\u00e1nka \u201eromashka.ru\u201c, m\u00f4\u017eete nastavi\u0165 pr\u00edstup do port\u00e1lu technickej podpory cez url \u201esupport.romashka.ru\u201c alebo \u201ehelp.romashka.ru\u201c. Pre va\u0161ich klientov to bude ve\u013emi pohodln\u00e9, preto\u017ee si nebud\u00fa musie\u0165 pam\u00e4ta\u0165 na samostatn\u00fa slu\u017ebu s url \u201esupport.zedline.ru\/romashka\u201c.<\/p>\n<h4>Po\u010fme si prejs\u0165 rozhran\u00edm<\/h4>\n<p>\nNa pracovnej ploche ZEDLine Support sa nach\u00e1dza tabu\u013eka so \u017eiados\u0165ami, v ktorej si m\u00f4\u017eete prezera\u0165 svoje \u017eiadosti (napr\u00edklad ved\u00faci m\u00f4\u017ee sledova\u0165 pr\u00e1cu ak\u00e9hoko\u013evek oper\u00e1tora alebo v\u0161etk\u00fdch oper\u00e1torov naraz) a \u017eiadosti s r\u00f4znymi stavmi. Ka\u017edej \u017eiadosti je pridelen\u00fd zodpovedn\u00fd oper\u00e1tor. Po\u010das spracovania \u017eiadosti m\u00f4\u017eu oper\u00e1tori delegova\u0165 pr\u00e1cu na in\u00fdch oper\u00e1torov. Administr\u00e1tor m\u00f4\u017ee \u017eiados\u0165 vymaza\u0165, ak je to potrebn\u00e9.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/a15a526a842a549ec1d62ea2c57f8755.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nForma \u017eiadosti vyzer\u00e1 takto. N\u00e1zvy a typy pol\u00ed si ur\u010dujete v sekcii nastaven\u00ed. V kon\u0161truktore m\u00f4\u017eete nastavi\u0165 pole formul\u00e1ra tak, ako si to vy\u017eaduje \u0161pecifickos\u0165 \u017eiadost\u00ed va\u0161ich z\u00e1kazn\u00edkov, pomocou typizovan\u00fdch objektov, ako s\u00fa: re\u0165azec, viacer\u00e9 riadky textu, d\u00e1tum, cel\u00e9 \u010d\u00edslo, \u010d\u00edslo s pohyblivou desatinnou \u010diarkou, za\u010diarkavacie pol\u00ed\u010dko a \u010fal\u0161ie. Napr\u00edklad, ak obsluhujete nejak\u00e9 zariadenie, v ankete m\u00f4\u017eete stanovi\u0165 povinn\u00e9 polia \u201eTyp zariadenia\u201c a \u201eS\u00e9riov\u00e9 \u010d\u00edslo\u201c, aby ste okam\u017eite identifikovali objekt, na ktor\u00fd sa ot\u00e1zka vz\u0165ahuje.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/c101cef920a4b244ee70c24ff0c54324.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nHotov\u00e1 \u017eiados\u0165 obsahuje v\u0161etky inform\u00e1cie zadan\u00e9 z\u00e1kazn\u00edkom. Po prijat\u00ed \u017eiadosti administr\u00e1tor pridel\u00ed tiket oper\u00e1torovi, ktor\u00fd za\u010dne spracov\u00e1va\u0165 \u017eiados\u0165. Alebo oper\u00e1tor vid\u00ed prich\u00e1dzaj\u00facu \u017eiados\u0165 a, poznaj\u00fac r\u00e1mce svojej kompetencie, prijme ju do pr\u00e1ce s\u00e1m.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/d35ac5434363a7aab7af5260d43fed7c.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nVo formul\u00e1ri \u017eiadosti m\u00f4\u017eete pripoji\u0165 obr\u00e1zky a dokumenty, ktor\u00e9 s\u00fa potrebn\u00e9 na rie\u0161enie probl\u00e9mu z\u00e1kazn\u00edka (m\u00f4\u017ee ich pripoji\u0165 aj z\u00e1kazn\u00edk, aj oper\u00e1tor). Maxim\u00e1lny po\u010det s\u00faborov v tikete a ve\u013ekos\u0165 pr\u00edlohy m\u00f4\u017eu by\u0165 definovan\u00e9 v nastaveniach, \u010do umo\u017e\u0148uje kontrolova\u0165 vyu\u017eitie diskov\u00e9ho priestoru, ktor\u00fd je jedn\u00fdm z parametrov vybran\u00e9ho tarifn\u00e9ho pl\u00e1nu.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/18dcf14d9506624c12c63d8ed8fc09c6.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nVn\u00fatri \u017eiadosti je implementovan\u00fd jednoduch\u00fd chat, v ktorom sa zobrazuj\u00fa zmeny stavov \u017eiadosti, ako aj prebieha p\u00edsomn\u00e1 komunik\u00e1cia medzi z\u00e1kazn\u00edkom a oper\u00e1torom \u2013 ako uk\u00e1zala prax, niekedy ve\u013emi dlh\u00e1. Dobre, \u017ee v\u0161etky inform\u00e1cie s\u00fa ulo\u017een\u00e9, je mo\u017en\u00e9 na ne odkazova\u0165 v pr\u00edpade probl\u00e9mov, s\u0165a\u017enost\u00ed alebo reklam\u00e1ci\u00ed zo strany ved\u00faceho alebo pri prevode tiketu k in\u00e9mu oper\u00e1torovi.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/79af694c30c053d00e6032b54b183d2f.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nPre oper\u00e1torov v port\u00e1li\u00a0 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex> S\u00fa k dispoz\u00edcii 2 typy pr\u00e1v: Administr\u00e1tor a Oper\u00e1tor. Administr\u00e1tori m\u00f4\u017eu nastavova\u0165 syst\u00e9m, pride\u013eova\u0165 nov\u00fdch a odstra\u0148ova\u0165 neakt\u00edvnych oper\u00e1torov, spravova\u0165 predplatn\u00e9, pracova\u0165 s kon\u0161trukt\u00e9rom at\u010f. Oper\u00e1tori m\u00f4\u017eu pracova\u0165 s podaniami, pri\u010dom ako administr\u00e1tori, tak aj oper\u00e1tori m\u00f4\u017eu prezera\u0165 a z\u00fa\u010dast\u0148ova\u0165 sa na pr\u00e1ci so v\u0161etk\u00fdmi podaniami v syst\u00e9me.\u00a0<\/p>\n<p>Ka\u017ed\u00fd registrovan\u00fd pou\u017e\u00edvate\u013e na port\u00e1li m\u00e1 osobn\u00fd \u00fa\u010det. Pozrime sa na osobn\u00fd \u00fa\u010det administr\u00e1tora, preto\u017ee zah\u0155\u0148a v\u0161etky funkcie a m\u00e1 maxim\u00e1lnu konfigur\u00e1ciu.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/fa511a8ba062f051fccced07f5fa4417.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nPredvolene s\u00fa v ankete k dispoz\u00edcii dva pol\u00ed\u010dka, \u010fal\u0161ie si prid\u00e1vate v\u00fdberom typu pol\u00ed\u010dka zo zoznamu. Pol\u00ed\u010dka ankety m\u00f4\u017eu by\u0165 nastaven\u00e9 ako povinn\u00e9 alebo nepovinn\u00e9 na vyplnenie klientom. V bud\u00facnosti pl\u00e1nujeme roz\u0161\u00edri\u0165 po\u010det typov pol\u00ed, pri\u010dom zoh\u013eadn\u00edme po\u017eiadavky pou\u017e\u00edvate\u013eov port\u00e1lu ZEDLine Support.<\/p>\n<p>Je potrebn\u00e9 poznamena\u0165, \u017ee kon\u0161truktor ankiet je k dispoz\u00edcii iba v platen\u00fdch tarifo s. Pou\u017e\u00edvatelia tarifu 'Bezplatn\u00fd' (ten existuje tie\u017e) m\u00f4\u017eu pou\u017e\u00edva\u0165 iba \u0161tandardn\u00fa anketu s pol\u00ed\u010dkami na uvedenie t\u00e9my a opisu probl\u00e9mu, ktor\u00fd ich viedol k oslovenie podpory.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\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 raz\u2026 dva\u2026 tri\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/889c7c2ee0d1821f23a2b60290259b13.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nMoment\u00e1lne je v \u0161tatistik\u00e1ch k dispoz\u00edcii iba jedna diagram dynamiky po\u010dtu podan\u00ed, ale do bud\u00facnosti pl\u00e1nujeme tento dashboard v\u00fdrazne roz\u0161\u00edri\u0165 a obohati\u0165 ho o analytick\u00e9 mo\u017enosti.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/26768aafbdbbdcbc329c063cd8be648c.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nV sekcii 'Predplatn\u00e9' s\u00fa k dispoz\u00edcii funkcie faktur\u00e1cie. Obsahuje jedine\u010dn\u00e9 \u010d\u00edslo \u00fa\u010dtu, tarif a po\u010det oper\u00e1torov na \u0148om (<noindex><a rel=\"nofollow\" href=\"https:\/\/zedline.ru\/?page=tarifs#tops\">s\u00fa k dispoz\u00edcii 4 tarify ZEDLine Support<\/a><\/noindex>), d\u00e1tum skon\u010denia predplatn\u00e9ho, zobrazuje sa aktu\u00e1lny zostatok. Kedyko\u013evek z tohto rozhrania je mo\u017en\u00e9 zmeni\u0165 tarif, upravi\u0165 po\u010det oper\u00e1torov, pred\u013a\u017ei\u0165 vyu\u017e\u00edvanie slu\u017eby, doplni\u0165 zostatok. V sekcii 'Transakcie' m\u00f4\u017eu administr\u00e1tori prezera\u0165 v\u0161etky vykonan\u00e9 transakcie: platby, zmenu tarifu, \u00fapravy po\u010dtu oper\u00e1torov, \u00fapravy platieb.<\/p>\n<p><img decoding=\"async\" alt=\"Technick\u00e1 podpora na raz\u2026 dva\u2026 tri\u2026\" src=\"\/wp-content\/uploads\/2019\/08\/2a7f6ac245556417679049ab19c70fb2.png\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\nV nastaveniach je mo\u017en\u00e9 zada\u0165 elektronick\u00fa po\u0161tu pre automatick\u00e9 ozn\u00e1menia. Hoci to nie je povinn\u00e9. Predvolene sa na rozosielanie ozn\u00e1men\u00ed pou\u017eije zjednoten\u00e1 adresa slu\u017eby. Ak v\u0161ak chcete, aby va\u0161i klienti dost\u00e1vali ozn\u00e1menia vo va\u0161om mene, mus\u00edte nastavi\u0165 emailov\u00fd \u00fa\u010det. Ozn\u00e1menia o stave rie\u0161enia probl\u00e9mov bud\u00fa odosielan\u00e9 z tejto adresy \u2014 takto nebud\u00fa ob\u0165a\u017eova\u0165 oper\u00e1torov a zamestnancov podpory a bud\u00fa o\u010dak\u00e1va\u0165 ozn\u00e1menia (alebo si m\u00f4\u017eu prehliada\u0165 stav svojich \u00faloh v rozhran\u00ed port\u00e1lu. <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex>). Pou\u017e\u00edvate\u013eov a zodpovedn\u00fdch oper\u00e1torov je mo\u017en\u00e9 informova\u0165 o nov\u00fdch spr\u00e1vach v r\u00e1mci tiketa a o zmene stavu tiketa, alebo tak\u00e9to ozn\u00e1menia vypn\u00fa\u0165.<\/p>\n<p>V nastaveniach je tie\u017e mo\u017en\u00e9 kontrolova\u0165 objem dostupn\u00e9ho diskov\u00e9ho priestoru, aktu\u00e1lnu datab\u00e1zu, nastavi\u0165 maxim\u00e1lnu ve\u013ekos\u0165 datab\u00e1zy a maxim\u00e1lny po\u010det s\u00faborov v tikete. To je potrebn\u00e9 na to, aby sme zabezpe\u010dili v\u00fddavky poskytnut\u00e9ho objemu \u00falo\u017eiska pod\u013ea tarify.<\/p>\n<p>Rovnako je mo\u017en\u00e9 nastavi\u0165 pre\u00e1mblu dotazn\u00edka, ktor\u00e1 sa bude zobrazova\u0165 v hornej \u010dasti dotazn\u00edka pri vytv\u00e1ran\u00ed tiketu. V pre\u00e1mbe je mo\u017en\u00e9 uvies\u0165 pravidl\u00e1 pre vytv\u00e1ranie tiketu, uvies\u0165 pracovn\u00fd \u010das podpory alebo pribli\u017en\u00e9 lehoty na odpove\u010f oper\u00e1tora na tiket, po\u010fakova\u0165 pou\u017e\u00edvate\u013eovi za kontaktovanie alebo ozn\u00e1mi\u0165 marketingov\u00fa akciu. Skr\u00e1tka, \u010do len chcete.<\/p>\n<p>Slu\u017eby na integr\u00e1ciu s RegionSoft CRM s\u00fa v\u0161etk\u00fdm klientom poskytovan\u00e9 bezplatne a vykon\u00e1vaj\u00fa ich odborn\u00edci na\u0161ej spolo\u010dnosti \u201ena k\u013e\u00fa\u010d\u201c (pre tarif \u201eVIP\u201c). Moment\u00e1lne sa tie\u017e pracuje na v\u00fdvoji API na integr\u00e1ciu s ak\u00fdmiko\u013evek in\u00fdmi slu\u017ebami a aplik\u00e1ciami.\u00a0<\/p>\n<p>Aktu\u00e1lne neust\u00e1le aktualizujeme n\u00e1\u0161 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">ZEDLine Podpora<\/a><\/noindex>, m\u00e1me rozsiahly backlog a radi uvid\u00edme va\u0161e n\u00e1vrhy, n\u00e1mietky a aj kritiku.<\/p>\n<p>Ch\u00e1peme, \u017ee v \u0161t\u00e1diu startupu m\u00f4\u017ee by\u0165 mno\u017estvo kritick\u00fdch pripomienok od potenci\u00e1lnych pou\u017e\u00edvate\u013eov a okoloid\u00facich, ale s\u013eubujeme, \u017ee ka\u017ed\u00e9 va\u0161e stanovisko bude pos\u00faden\u00e9 s n\u00e1le\u017eitou pozornos\u0165ou.\u00a0<\/p>\n<h4>Ko\u013eko to stoj\u00ed?<\/h4>\n<p>\nPokia\u013e ide o cenov\u00fa politiku, ide o be\u017en\u00fd model pre SaaS, tri platen\u00e9 tarify v z\u00e1vislosti od po\u010dtu oper\u00e1torov, objemu diskov\u00e9ho priestoru a softv\u00e9rov\u00fdch mo\u017enost\u00ed (od 850 K\u010d na oper\u00e1tora mesa\u010dne) + je k dispoz\u00edcii bezplatn\u00e1 tarifa pre jedn\u00e9ho oper\u00e1tora (vhodn\u00e1 pre freelancera, I\u010cO at\u010f.).<\/p>\n<blockquote><p><i>Oznamujeme v\u00e1m akciu, ktor\u00e1 sa uskuto\u010dn\u00ed od 1. augusta do 30. septembra 2019: pri prvej platbe na v\u00e1\u0161 \u00fa\u010det sa na v\u00e1\u0161 zostatok prip\u00ed\u0161e 150% zaplatenej sumy. Pre z\u00edskanie bonusu je potrebn\u00e9 v platobnom pr\u00edkaze uvies\u0165 promo k\u00f3d &#171;<b>\u0160tartovac\u00ed bal\u00edk<\/b>&#187; nasleduj\u00facim sp\u00f4sobom:<b> \u201ePlatba za slu\u017eby ZEDLine Support (promo k\u00f3d )\u201c<\/b> T.j. pri platbe 1000 K\u010d bude na zostatok prip\u00edsan\u00fdch 1500 K\u010d, ktor\u00e9 m\u00f4\u017eete vyu\u017ei\u0165 na aktiv\u00e1ciu ak\u00fdchko\u013evek slu\u017eieb.<\/i><\/p><\/blockquote>\n<h2>\u010c\u00edm je helpdesk syst\u00e9m lep\u0161\u00ed ako in\u00e9 mo\u017enosti?<\/h2>\n<p>\nAko ukazuje sk\u00fasenos\u0165, pre mnoh\u00e9 mal\u00e9 a stredn\u00e9 podniky je jedin\u00fdm sp\u00f4sobom spracovania z\u00e1kazn\u00edckych po\u017eiadaviek email. Aj ke\u010f podnik implementoval CRM syst\u00e9m, email st\u00e1le vytv\u00e1ra obrovsk\u00e9 re\u0165azce spr\u00e1v na rie\u0161enie probl\u00e9mov z\u00e1kazn\u00edkov. Re\u0165azce sa roztrhn\u00fa, stratia, vyma\u017e\u00fa a pri jedin\u00fdch chyb\u00e1ch odoslania str\u00e1caj\u00fa sled a pod.<\/p>\n<h4>\u010c\u00edm je dobr\u00fd syst\u00e9m spr\u00e1vy a riadenia z\u00e1kazn\u00edckych dopytov?<\/h4>\n<p><\/p>\n<ul>\n<li>Je jednoduch\u00fd z poh\u013eadu rozhrania a obsahuje iba tie polia a obsah, ktor\u00e9 potrebujete. Neobjav\u00ed sa v \u0148om reklama v\u00e1\u0161ho z\u00e1kazn\u00edka, blahopriania k sviatkom, n\u00e1hodn\u00e9 ot\u00e1zky a podobne. Iba inform\u00e1cie t\u00fdkaj\u00face sa samotn\u00e9ho tiketovania, dokonca ani firemn\u00e9 podpisy nie s\u00fa.\n<\/li>\n<li>V syst\u00e9me spracovania z\u00e1kazn\u00edckych dopytov je flexibilnej\u0161ie prioritizovanie \u00faloh: namiesto prie\u010dinkov a \u0161t\u00edtkov pohodln\u00e9 a zrozumite\u013en\u00e9 stavy, pod\u013ea ktor\u00fdch m\u00f4\u017eete filtrova\u0165 cel\u00fd s\u00fabor dopytov. V\u010faka tomu sa \u00falohy rie\u0161ia pod\u013ea \u00farovne priority a nevznikne situ\u00e1cia, kedy sa vyrie\u0161i 10 drobn\u00fdch probl\u00e9mov a kritick\u00e1 \u00faloha sa strat\u00ed v porad\u00ed.\n<\/li>\n<li>V\u0161etky \u017eiadosti s\u00fa zhroma\u017eden\u00e9 v jedinom centre dopytov, tak\u017ee zamestnanci nemusia nah\u00e1\u0148a\u0165 medzi rozhraniami a \u00fa\u010dtami. Sta\u010d\u00ed len vo v\u0161etk\u00fdch kontaktn\u00fdch bodoch so z\u00e1kazn\u00edkmi uvies\u0165 odkaz na v\u00e1\u0161 port\u00e1l podpory ZEDLine Support.\n<\/li>\n<li>Jednoducho zmeni\u0165 oper\u00e1tora, ktor\u00fd m\u00f4\u017ee vidie\u0165 cel\u00fa hist\u00f3riu komunik\u00e1cie od chv\u00edle zadania \u00falohy. Okrem toho je jednoduch\u00e9 rie\u0161i\u0165 probl\u00e9my klientov, ktor\u00e9 si vy\u017eaduj\u00fa konzult\u00e1cie s kolegami. Re\u0165azec a lehota delegovania sa v zna\u010dnej miere skracuj\u00fa.\n<\/li>\n<li>Pou\u017e\u00edvanie syst\u00e9mu na evidenciu z\u00e1kazn\u00edckych dopytov je profesion\u00e1lnej\u0161ie ako pou\u017e\u00edvanie e-mailu alebo spr\u00e1v v soci\u00e1lnych sie\u0165ach. Klienti maj\u00fa mo\u017enos\u0165 sledova\u0165 postup rie\u0161enia \u00falohy a nemusia sa ob\u00e1va\u0165, ako r\u00fdchlo sa otvor\u00ed ich e-mail. Rovnako funguje aj psychologick\u00fd faktor: spolo\u010dnos\u0165 je tak skvel\u00e1, \u017ee pon\u00faka cel\u00fd samostatn\u00fd n\u00e1stroj na podporu pou\u017e\u00edvate\u013eov.\n<\/li>\n<\/ul>\n<p>\nKlienti sa nijako nezauj\u00edmaj\u00fa o to, \u010do sa deje vo va\u0161ej spolo\u010dnosti. Zauj\u00edmaj\u00fa sa iba o svoje vlastn\u00e9 probl\u00e9my a potrebuj\u00fa kvalitn\u00fa a r\u00fdchlu podporu. A ak nie r\u00fdchlu, tak kontrolovan\u00fa \u2013 je potrebn\u00e9 ma\u0165 pln\u00fd pocit, \u017ee oper\u00e1tori z\u00e1kazn\u00edckej podpory ne\u0161li pi\u0165 \u010daj, ale pracuj\u00fa na probl\u00e9me. Syst\u00e9m pr\u00e1ce s dopytmi klientov v tom ve\u013emi pom\u00e1ha. A s jednoduch\u00fdm a jasn\u00fdm softv\u00e9rom rastie po\u010det spracovan\u00fdch \u017eiadost\u00ed, kles\u00e1 \u00fanava oper\u00e1torov a spolo\u010dnos\u0165 p\u00f4sob\u00ed modernej\u0161ie.\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 5.0.4 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u0417\u0430\u0447\u0435\u043c \u0432\u0430\u043c \u043d\u0443\u0436\u043d\u043e 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