{"id":49545,"date":"2017-09-21T06:00:27","date_gmt":"2017-09-21T04:00:27","guid":{"rendered":"http:\/\/smeupnew.it\/magazine\/blog\/sistema-ticketing-per-helpdesk\/"},"modified":"2022-04-26T14:19:05","modified_gmt":"2022-04-26T12:19:05","slug":"sistema-ticketing-per-helpdesk","status":"publish","type":"post","link":"https:\/\/www.smeup.com\/magazine\/blog\/sistema-ticketing-per-helpdesk\/","title":{"rendered":"Sistema ticketing helpdesk per gestire ticket interni ed esterni"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling gradient-container-1\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"--awb-bg-size:cover;--awb-margin-top:0px;--awb-margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-text fusion-text-1\"><p>Il Sistema ticketing per helpdesk permette di <strong>gestire qualsiasi richiesta di intervento ad un team di lavoro<\/strong>.<\/p>\n<p>Ad esempio, i collaboratori di smeup utilizzano questo sistema di gestione ticket per le richieste di intervento fatte al <a href=\"https:\/\/www.smeup.com\/laboratorio-gruppo-smeup\/\" target=\"_blank\" rel=\"noopener\"><span style=\"text-decoration: underline;\">laboratorio di sviluppo<\/span>.<\/a><br \/>\nI miglioramenti apportati permettono:<\/p>\n<ul>\n<li>una semplificazione del lavoro dell\u2019addetto all\u2019helpdesk<\/li>\n<li>una gestione delle segnalazioni pi\u00f9 agevole ed efficiente.<\/li>\n<\/ul>\n<h2>Quali sono le principali novit\u00e0?<\/h2>\n<p>Si \u00e8 intervenuti principalmente su 3 aspetti:<\/p>\n<ol>\n<li>Inserimento automatizzato<\/li>\n<li>Informazioni strutturate e integrate<\/li>\n<li>Email oggettizzate<\/li>\n<\/ol>\n<\/div><div class=\"fusion-video fusion-youtube fusion-aligncenter\" style=\"--awb-max-width:px;--awb-max-height:px;--awb-width:100%;\"><div class=\"video-shortcode\"><iframe title=\"YouTube video player 1\" src=\"https:\/\/www.youtube.com\/embed\/igvdiKy8f3o?wmode=transparent&autoplay=0\" width=\"\" height=\"\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture;\"><\/iframe><\/div><\/div><div class=\"fusion-text fusion-text-2\"><h2><\/h2>\n<h2>Inserimento automatizzato<\/h2>\n<p>E\u2019 possibile inserire un nuovo ticket in vari modi, ognuno dei quali avr\u00e0 come risultato <strong>l\u2019inserimento automatico di un nuovo ticket nel sistema, senza la necessit\u00e0 dell\u2019intervento di una risorsa tecnica.<\/strong><\/p>\n<ul>\n<li>Inserimento <strong>tramite form nella propria area riservata<\/strong>: in questo caso dopo aver inserito i dati e confermato, verr\u00e0 immediatamente aggiunto un ticket.<\/li>\n<li><strong>Apposita funzionalit\u00e0 del client<\/strong>: nel client \u00e8 presente una voce di popup che consente di inviare una segnalazione. Questa funzionalit\u00e0 raccoglie tutti i dati ritenuti necessari e li spedisce ai nostri server dove c\u2019\u00e8 un componente (webservice) in ascolto che analizza e inserisce un ticket<\/li>\n<li><strong>Invio email<\/strong>: \u00e8 possibile mandare una email con descrizione della problematica ed eventuali allegati ad un indirizzo specifico. Questa casella \u00e8 monitorata da un componente (bot) che, alla ricezione di una mail, inserisce il ticket relativo.<\/li>\n<\/ul>\n<h2>Informazioni strutturate e integrate<\/h2>\n<p>Grazie ad una revisione funzionale e grafica della gestione dei ticket, <strong>ora le informazioni sono pi\u00f9 strutturate ed \u00e8 possibile aggiungere facilmente allegati, note, partecipanti<\/strong>.<br \/>\nInoltre, le persone coinvolte possono <strong>comunicare tra loro in modo semplice e tutta la comunicazione \u00e8 tracciata nel ticket: <\/strong>rispondendo alle email ricevute \u00e8 possibile comunicare con tutte le persone coinvolte nel ticket e tutte queste comunicazioni rimangono memorizzate nel sistema.<\/p>\n<h2>Email oggettizzate<\/h2>\n<p>Le email oggettizzate sono email che contengono il riferimento ad un oggetto smeup e che vengono gestite in automatico.<br \/>\nIn questo caso le utilizziamo come notifiche, ma soprattutto per la <strong>gestione integrata delle comunicazioni<\/strong>. Tutte le email inviate alla casella di gestione dei ticket, vengono analizzate automaticamente, si identifica il ticket a cui fanno riferimento e il contenuto della mail (sia il testo che gli eventuali allegati) e viene aggiunto al ticket.<br \/>\nIn questo modo le parti in gioco possono comunicare normalmente tramite posta elettronica e tutta la discussione risulta salvata nel sistema.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Gli addetti al tuo Helpdesk sono fondamentali per ottimizzare le relazioni con i clienti, ma anche per gestire le richieste dei collaboratori. Come possono lavorare senza un sistema di ticketing efficiente?<\/p>\n","protected":false},"author":1,"featured_media":52337,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[7144],"tags":[3992,3993,3994,3996,3997,3998,3999],"class_list":["post-49545","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-erp","tag-gestione-ticket","tag-segnalazione-helpdesk","tag-sistema-di-gestione-dei-ticket","tag-sistema-ticketing","tag-software-ticketing","tag-ticket","tag-ticketing"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Sistema ticketing per helpdesk: gestire e monitorare ticket interni ed esterni<\/title>\n<meta name=\"description\" content=\"Sistema ticketing per helpdesk: gestire ticket interni ed esterni. 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