Technical support service/en - История изменений

N.Bloshkin в 09:18, 21 марта 2024

2024-03-21T09:18:31Z

← Предыдущая версия		Версия от 12:18, 21 марта 2024
Строка 68:		Строка 68:
	* Completed - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.		* Completed - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.
	{{Note\|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.\|warn}}		{{Note\|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.\|warn}}
	~~<div class="mw-translate-fuzzy">~~		=== '''Lack of Response in "Awaiting Feedback" Status''' ===
	=== '''No Response in "Feedback ~~Waiting~~" Status''' ===		If the user does not leave a comment after the technical support specialist has set the "Awaiting Feedback" status, then after two weeks (14 days), the request will be automatically closed by the system. That is, the system will automatically change the request's status to "Completed".
	If the user does not leave a comment after the technical support specialist has set the "Feedback ~~waiting~~" status, then after two weeks (14 days) the request will be automatically closed by the system. That is, the system will automatically change the request's status to "~~Done~~".
	== '''Quality Assessment of Interaction with Technical Support''' ==		== '''Quality Assessment of Interaction with Technical Support''' ==
	~~After~~ the ~~user's~~ request ~~has been completed~~ (receiving the "~~Done~~" status), the user will receive an email asking them to rate their ~~experience~~ with the support team (on a five-point scale). Clicking on any rating will take the user ~~back~~ to the technical support portal, where they need to re-rate (on a five-point scale) and comment on their experience with technical support. The comment left by the user will help improve interaction with technical support.		Within a few minutes after the completion of work on the request (receiving the "Completed" status), the user will receive an email asking them to rate their interaction with the support team (on a five-point scale). Clicking on any rating will take the user to the technical support portal, where they need to re-rate (on a five-point scale) and comment on their experience with the technical support team. The comment left by the user will help improve interaction with technical support.
	[[File:~~2_оценки~~.png\|thumb\|center\| Feedback window with ratings.\|800px]]		[[File:Оценка_взаимодействия.png\|thumb\|center\| Feedback window with ratings.\|800px]]
	{{Note\|To see this email, the user needs to log into the email they used to create the request on the technical support portal. \|warn}}		{{Note\|To see this email, the user needs to log into the email they used to create the request on the technical support portal. \|warn}}
	== '''Final Outcome''' ==		== '''Final Outcome''' ==
	Users know and understand how to interact with the technical support portal and technical support specialists. They understand the rules and ~~the procedure~~ for correctly resolving ~~the~~ user~~'s issue~~.		Users know and understand how to interact with the technical support portal and technical support specialists. They understand the rules and procedures for correctly resolving user errors.
	~~</div>~~

N.Bloshkin в 09:17, 21 марта 2024

2024-03-21T09:17:12Z

← Предыдущая версия		Версия от 12:17, 21 марта 2024
Строка 52:		Строка 52:
	'''''"Hello, what's the status of the error with Samsungs?"'''''<br>		'''''"Hello, what's the status of the error with Samsungs?"'''''<br>
	'''''"Could you tell me if the bug with Android has been resolved?"'''''\|warn}}		'''''"Could you tell me if the bug with Android has been resolved?"'''''\|warn}}
	~~<div class="mw-translate-fuzzy">~~
	== '''Ticket (Request) Statuses''' ==		== '''Ticket (Request) Statuses''' ==
	The ~~status~~ of a request is displayed at the top right of the user's request.		The statuses of a request are displayed at the top right of the user's request.
	[[File:~~Статус_заявки~~.png\|thumb\|center\| Example of request status display.\|800px]]		[[File:получение статуса.png\|thumb\|center\| Example of request status display.\|800px]]
	The following statuses exist:		The following statuses exist:
	* ~~Work in~~ progress - the technical support specialist is currently searching for a solution to the problem. Please wait for a response to this issue.		* Open - the request is open and work is expected to be done.
	* ~~Dev waiting~~ - an error in the application's source code has been confirmed. ~~The technical support staff is waiting~~ for ~~this error in the source code to be resolved and for the release of~~ a ~~new version. After~~ the ~~release of a new version of the client application, the technical support staff will contact you to update the client application component with the specified problem~~.		* In progress - the technical support specialist is currently working on the request and searching for a solution to the problem. Please wait for a response to this issue.
			* Awaiting development - an error in the application's source code has been confirmed. Waiting for a fix/improvement from the development department.
	* Pending - indicates waiting for the solution to be implemented on the SmartPlayer platform side.		* Pending - indicates waiting for the solution to be implemented on the SmartPlayer platform side.
	* ~~Feedback waiting~~ - is ~~set~~ after the necessary actions that were supposed to solve the ~~user's~~ problem~~, according to the technical support staff~~.		* Awaiting feedback - indicates that the technical support staff is waiting for feedback from the user after carrying out the necessary actions that were supposed to solve the problem.
	{{Note\|After receiving the "Feedback ~~waiting~~" status, the user will see a clickable "~~Done~~" line. This line allows the user to close the request by clicking on it if the provided solution fixed the issue and to write a comment about the work of the technical support specialists. ~~Performing~~ the actions ~~described above~~, the system automatically changes the status to "~~Done~~" ~~(completed)~~.		== <span id="afterFeedbackWaitingStatus">'''After Receiving "Awaiting Feedback" Status''' </span>==
	If the problem was not solved, the user can click on the "~~Customer reopen case~~" line and write a comment in the window that appears.		{{Note\|After receiving the "Awaiting Feedback" status, the user will see a clickable "Mark as Completed" line. This line allows the user to close the request by clicking on it if the provided solution fixed the issue and to write a comment about the work of the technical support specialists. After performing the previously described actions, the system automatically changes the status to "Mark as Completed".
	[[File:~~2_строки~~.png\|thumb\|center\| Example of the "~~Done~~" line display\|800px]]\|warn}}		If the problem was not solved, the user can click on the "Reopen Task" line and write a comment in the window that appears.
	* ~~Reopen~~ - is set by the system if the request with the issue was not resolved according to the user.		[[File:Новые статусы пользователя.png\|thumb\|center\| Example of the "Mark as Completed" line display\|800px]]\|warn}}
	* ~~Done~~ - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.		* Reopened - is set by the system if the request with the issue was not resolved according to the user.
			* Completed - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.
	{{Note\|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.\|warn}}		{{Note\|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.\|warn}}
	~~</div>~~
	<div class="mw-translate-fuzzy">		<div class="mw-translate-fuzzy">
	=== '''No Response in "Feedback Waiting" Status''' ===		=== '''No Response in "Feedback Waiting" Status''' ===

N.Bloshkin в 09:15, 21 марта 2024

2024-03-21T09:15:14Z

N.Bloshkin в 09:13, 21 марта 2024

2024-03-21T09:13:33Z

← Предыдущая версия		Версия от 12:13, 21 марта 2024
Строка 8:		Строка 8:
	{{Note\|If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.		{{Note\|If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.
	[[File:Процесс_регистрации тех под.png\|thumb\|center\| Example of the account registration window display on the technical support portal.\|800px]]\|warn}}		[[File:Процесс_регистрации тех под.png\|thumb\|center\| Example of the account registration window display on the technical support portal.\|800px]]\|warn}}
	~~<div class="mw-translate-fuzzy">~~		=== '''List of Solvable Issues''' ===
	=== '''List of ~~Resolvable~~ Issues''' ===		After logging into the technical support portal, users will be presented with a new window offering various assistance options.
	~~Upon visiting~~ the technical support portal, users will be presented with a new window offering various assistance options.		[[File:Списки для помощи.png\|thumb\|center\| List of assistance options provided by the technical support portal.\|800px]]
	[[File:~~Возможные_варианты_помощи~~.png\|thumb\|center\| List of assistance options provided by the technical support portal.\|800px]]		The list includes the following options:
	The list ~~of options~~ includes the following:
	# Server installation request		# Server installation request
	# Suggest a new feature (with ~~a proposal~~ to report a new feature)		# Suggest a new feature (with an option to report a new feature)
	# Report a bug (notify technical support about an existing issue)		# Report a bug (notify technical support about an existing issue)
	# Request ~~for~~ a quote for customization/integration (for projects that require functionality not ~~currently~~ available on the platform)		# Request a quote for customization/integration (for projects that require functionality currently not available on the platform)
	== '''"Report ~~a Bug~~" Section''' ==		== '''"Report an Error" Section''' ==
	The "Report ~~a Bug~~" section is key and most frequently used by users. Due to a lack of knowledge about the rules for working with this category, problems arise in the interaction between users and technical support specialists.<br>		The "Report an Error" section is key and most frequently used by users. Due to a lack of knowledge about the rules for working with this category, problems arise in the interaction between users and technical support specialists.<br>
	After entering the "Report a Bug" category, users are directed to a new page where they must fill in information about the problem.		After entering the "Report a Bug" category, users are directed to a new page where they must fill in information about the problem.
	[[File:~~Пример_заполняемых_данных_об_ошибке~~.png\|thumb\|center\| Example of displayed parameters when describing an error.\|800px]]		[[File:Заполнить ошибку.png\|thumb\|center\| Example of displayed parameters when describing an error.\|800px]]
	The information to be filled in includes:		The information to be filled in includes:
	* Subject (brief description of the problem)		* Subject (brief description of the problem)
	* Error details (providing more comprehensive information about the error)		* Error details (providing more comprehensive information about the error)
	* Attachment (~~ability~~ to add various files that can help identify and understand the error)		* Attachment (option to add various files that can help identify and understand the error)
	* Share with (allows sharing information about the problem with another user)		* Share with (allows sharing information about the problem with another user)
	* Project name		* Project name
Строка 31:		Строка 30:
	* Operating system (needs to be selected from the provided list)		* Operating system (needs to be selected from the provided list)
	* Server type (needs to be selected from the provided list)		* Server type (needs to be selected from the provided list)
	* Test environment (the version of the application being used ~~is specified~~)		* Test environment (specifies the version of the application being used)
	After completing all the data on the page, users need to click the "Submit" button at the bottom of the page.		* After completing all the data on the page, users need to click the "Submit" button at the bottom of the page.
	{{Note\|Mandatory fields are marked with an asterisk ("*")\|warn}}		{{Note\|Mandatory fields are marked with an asterisk ("*")\|warn}}
	{{Note\|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.\|warn}}		{{Note\|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.\|warn}}
	~~</div>~~
	<div class="mw-translate-fuzzy">		<div class="mw-translate-fuzzy">
	=== '''Created Request''' ===		=== '''Created Request''' ===

FuzzyBot: Обновление для соответствия новой версии исходной страницы.

2024-03-21T09:09:44Z

Обновление для соответствия новой версии исходной страницы.

← Предыдущая версия		Версия от 12:09, 21 марта 2024
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			<languages/>
	== '''Situation Description''' ==		== '''Situation Description''' ==
	Users may encounter problems while working with the SmartPlayer platform. The detected issues need to be resolved. This is where the technical support department comes in. To facilitate the interaction process between the user and technical support specialists, it is recommended to adhere to the rules described in this article.		Users may encounter problems while working with the SmartPlayer platform. The detected issues need to be resolved. This is where the technical support department comes in. To facilitate the interaction process between the user and technical support specialists, it is recommended to adhere to the rules described in this article.
Строка 7:		Строка 8:
	{{Note\|If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.		{{Note\|If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.
	[[File:Процесс_регистрации тех под.png\|thumb\|center\| Example of the account registration window display on the technical support portal.\|800px]]\|warn}}		[[File:Процесс_регистрации тех под.png\|thumb\|center\| Example of the account registration window display on the technical support portal.\|800px]]\|warn}}
			<div class="mw-translate-fuzzy">
	=== '''List of Resolvable Issues''' ===		=== '''List of Resolvable Issues''' ===
	Upon visiting the technical support portal, users will be presented with a new window offering various assistance options.		Upon visiting the technical support portal, users will be presented with a new window offering various assistance options.
Строка 33:		Строка 35:
	{{Note\|Mandatory fields are marked with an asterisk ("*")\|warn}}		{{Note\|Mandatory fields are marked with an asterisk ("*")\|warn}}
	{{Note\|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.\|warn}}		{{Note\|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.\|warn}}
			</div>
			<div class="mw-translate-fuzzy">
	=== '''Created Request''' ===		=== '''Created Request''' ===
	{{Note\|After creating a request, the user will receive comments from the technical support department.\|warn}}		{{Note\|After creating a request, the user will receive comments from the technical support department.\|warn}}
Строка 51:		Строка 55:
	'''''"Hello, what's the status of the error with Samsungs?"'''''<br>		'''''"Hello, what's the status of the error with Samsungs?"'''''<br>
	'''''"Could you tell me if the bug with Android has been resolved?"'''''\|warn}}		'''''"Could you tell me if the bug with Android has been resolved?"'''''\|warn}}
			</div>
			<div class="mw-translate-fuzzy">
	== '''Ticket (Request) Statuses''' ==		== '''Ticket (Request) Statuses''' ==
	The status of a request is displayed at the top right of the user's request.		The status of a request is displayed at the top right of the user's request.
Строка 65:		Строка 71:
	* Done - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.		* Done - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.
	{{Note\|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.\|warn}}		{{Note\|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.\|warn}}
			</div>
			<div class="mw-translate-fuzzy">
	=== '''No Response in "Feedback Waiting" Status''' ===		=== '''No Response in "Feedback Waiting" Status''' ===
	If the user does not leave a comment after the technical support specialist has set the "Feedback waiting" status, then after two weeks (14 days) the request will be automatically closed by the system. That is, the system will automatically change the request's status to "Done".		If the user does not leave a comment after the technical support specialist has set the "Feedback waiting" status, then after two weeks (14 days) the request will be automatically closed by the system. That is, the system will automatically change the request's status to "Done".
Строка 73:		Строка 81:
	== '''Final Outcome''' ==		== '''Final Outcome''' ==
	Users know and understand how to interact with the technical support portal and technical support specialists. They understand the rules and the procedure for correctly resolving the user's issue.		Users know and understand how to interact with the technical support portal and technical support specialists. They understand the rules and the procedure for correctly resolving the user's issue.
			</div>

FuzzyBot: FuzzyBot переименовал страницу Работа с порталом технической поддержки/en в Technical support service/en без оставления перенаправления: Часть переводимой страницы Работа с порталом технической поддержки.

2024-03-20T15:45:22Z

FuzzyBot переименовал страницу Работа с порталом технической поддержки/en в Technical support service/en без оставления перенаправления: Часть переводимой страницы Работа с порталом технической поддержки.

← Предыдущая версия	Версия от 18:45, 20 марта 2024
(нет различий)

N.Bloshkin: Новая страница: «=== '''No Response in "Feedback Waiting" Status''' === If the user does not leave a comment after the technical support specialist has set the "Feedback waiting" status, then after two weeks (14 days) the request will be automatically closed by the system. That is, the system will automatically change the request's status to "Done". == '''Quality Assessment of Interaction with Technical Support''' == After the user's request has been completed (receiving the...»

2024-03-20T11:08:42Z

Новая страница: «=== '''No Response in "Feedback Waiting" Status''' === If the user does not leave a comment after the technical support specialist has set the "Feedback waiting" status, then after two weeks (14 days) the request will be automatically closed by the system. That is, the system will automatically change the request's status to "Done". == '''Quality Assessment of Interaction with Technical Support''' == After the user's request has been completed (receiving the...»

← Предыдущая версия		Версия от 14:08, 20 марта 2024
Строка 65:		Строка 65:
	* Done - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.		* Done - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.
	{{Note\|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.\|warn}}		{{Note\|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.\|warn}}
	~~<div lang="ru" dir="ltr" class="mw-content-ltr">~~		=== '''No Response in "Feedback Waiting" Status''' ===
	=== '''~~Отсутствие ответа в статусе~~ "Feedback ~~waiting~~"''' ===		If the user does not leave a comment after the technical support specialist has set the "Feedback waiting" status, then after two weeks (14 days) the request will be automatically closed by the system. That is, the system will automatically change the request's status to "Done".
	~~Если пользователь не оставляет комментарий после установки специалистом технической поддержки статуса~~ "Feedback waiting", ~~то через две недели~~ (14 ~~дней~~) ~~заявка автоматически будет закрыта системой~~. ~~То есть система автоматически выставит заявке статус~~ "Done".		== '''Quality Assessment of Interaction with Technical Support''' ==
	== '''~~Оценка качества взаимодействия с технической поддержкой~~''' ==		After the user's request has been completed (receiving the "Done" status), the user will receive an email asking them to rate their experience with the support team (on a five-point scale). Clicking on any rating will take the user back to the technical support portal, where they need to re-rate (on a five-point scale) and comment on their experience with technical support. The comment left by the user will help improve interaction with technical support.
	~~После завершения работы с заявкой пользователя~~ (~~получения статуса~~ "Done") ~~пользователю на e-mail придет письмо~~, ~~в котором попросят оценить ощущения от взаимодействия с командой поддержки~~ (~~по пятибалльной шкале~~). ~~Нажав на любу. оценку пользователя перенесет на портал технической поддержки~~, ~~где необходимо еще раз выставить оценку~~ (~~по пятибалльной шкале~~) ~~и дать комментарии об опыте взаимодействия с технической поддержкой~~. ~~Оставленный пользователем комментарий поможет улучшить взаимодействие с технической поддержкой~~.		[[File:2_оценки.png\|thumb\|center\| Feedback window with ratings.\|800px]]
	[[File:2_оценки.png\|thumb\|center\| ~~Окно обратной связи с оценками~~.\|800px]]		{{Note\|To see this email, the user needs to log into the email they used to create the request on the technical support portal. \|warn}}
	{{Note\|~~Для того чтобы увидеть данное письмо пользователю необходимо войти в e-mail~~, ~~которую он использовал для создания заявки на портале технической поддержки~~. \|warn}}		== '''Final Outcome''' ==
	== '''~~Итоговый результат~~''' ==		Users know and understand how to interact with the technical support portal and technical support specialists. They understand the rules and the procedure for correctly resolving the user's issue.
	Пользователи знают и понимают, как взаимодействовать с порталом технической поддержки и специалистами технической поддержки. ~~Он понимает правила и порядок действия для корректного решения ошибки пользователя~~.
	~~</div>~~

N.Bloshkin: Новая страница: «== '''Ticket (Request) Statuses''' == The status of a request is displayed at the top right of the user's request. 800px The following statuses exist: * Work in progress - the technical support specialist is currently searching for a solution to the problem. Please wait for a response to this issue. * Dev waiting - an error in the application's source code has been confir...»

2024-03-20T11:07:16Z

Новая страница: «== '''Ticket (Request) Statuses''' == The status of a request is displayed at the top right of the user's request. thumb|center| Example of request status display.|800px The following statuses exist: * Work in progress - the technical support specialist is currently searching for a solution to the problem. Please wait for a response to this issue. * Dev waiting - an error in the application's source code has been confir...»

← Предыдущая версия		Версия от 14:07, 20 марта 2024
Строка 51:		Строка 51:
	'''''"Hello, what's the status of the error with Samsungs?"'''''<br>		'''''"Hello, what's the status of the error with Samsungs?"'''''<br>
	'''''"Could you tell me if the bug with Android has been resolved?"'''''\|warn}}		'''''"Could you tell me if the bug with Android has been resolved?"'''''\|warn}}
	~~<div lang="ru" dir="ltr" class="mw-content-ltr">~~		== '''Ticket (Request) Statuses''' ==
	== '''~~Статусы тикета~~ (~~заявки~~)''' ==		The status of a request is displayed at the top right of the user's request.
	~~Статусы заявки отображаются на заявке пользователя сверху справа~~.		[[File:Статус_заявки.png\|thumb\|center\| Example of request status display.\|800px]]
	[[File:Статус_заявки.png\|thumb\|center\| ~~Пример отображение статуса заявки~~.\|800px]]		The following statuses exist:
	~~Существуют следующие виды статусов~~:		* Work in progress - the technical support specialist is currently searching for a solution to the problem. Please wait for a response to this issue.
	* Work in progress ~~(в работе)~~ - ~~на данный момент специалист технической поддержки занимается поиском решения проблемы~~. ~~Ожидайте ответа по данной проблеме~~.		* Dev waiting - an error in the application's source code has been confirmed. The technical support staff is waiting for this error in the source code to be resolved and for the release of a new version. After the release of a new version of the client application, the technical support staff will contact you to update the client application component with the specified problem.
	* Dev waiting - ~~подтверждена ошибка в исходном коде приложения~~. ~~Сотрудник технической поддержки ожидает решения этой ошибки в исходном коде и релиза новой версии~~. После выпуска новой версии клиентского приложения сотрудник технической поддержки свяжется с вами для обновления компонента клиентского приложения с указанной проблемой.		* Pending - indicates waiting for the solution to be implemented on the SmartPlayer platform side.
	* Pending - ~~обозначает ожидание реализации решения на стороне платформы~~ SmartPlayer.		* Feedback waiting - is set after the necessary actions that were supposed to solve the user's problem, according to the technical support staff.
	* Feedback ~~waitng~~ - ~~устанавливается после проведения необходимых действий~~, ~~которые должны были привести к решению проблемы пользователя, по мнению сотрудника технической поддержки~~.		{{Note\|After receiving the "Feedback waiting" status, the user will see a clickable "Done" line. This line allows the user to close the request by clicking on it if the provided solution fixed the issue and to write a comment about the work of the technical support specialists. Performing the actions described above, the system automatically changes the status to "Done" (completed).
	{{Note\|~~После получения статуса~~ "Feedback waiting", ~~у пользователя появиться кликабельная строка~~ "Done". ~~Данная строка позволяет закрыть заявку пользователю, по нажатию на нее~~, в случае если предоставленное решение исправило проблемную ситуацию и написать комментарий о работе специалистов технической поддержки. Совершив ранее описанные действий система автоматически переводит статус в "Done" (~~выполнено/завершено~~).		If the problem was not solved, the user can click on the "Customer reopen case" line and write a comment in the window that appears.
	~~Если же проблема не была решена~~, ~~пользователь может нажать на строку~~ "Customer reopen case" ~~и написать комментарий в появившемся окне~~.		[[File:2_строки.png\|thumb\|center\| Example of the "Done" line display\|800px]]\|warn}}
	[[File:2_строки.png\|thumb\|center\| ~~Пример отображение строки~~ "Done"\|800px]]\|warn}}		* Reopen - is set by the system if the request with the issue was not resolved according to the user.
	* Reopen ~~(Открыто повторно)~~ - ~~устанавливается системой в случае, если заявка с проблемой не была решена по мнению пользователя~~.		* Done - the task has been processed by the technical support specialist, and the proposed solution has resolved the user's problem.
	* Done - задача была проработана специалистом технической поддержки и предложенное решение закрыло проблему пользователя.		{{Note\|After one of the above statuses is set by the technical support staff, the user who created the request will no longer be able to close it.\|warn}}
	{{Note\|~~После установки одного из указанных выше статусов сотрудником технической поддержки, пользователь~~, ~~создавший заявку более не сможет закрыть ее~~.\|warn}}
	~~</div>~~
	<div lang="ru" dir="ltr" class="mw-content-ltr">		<div lang="ru" dir="ltr" class="mw-content-ltr">
	=== '''Отсутствие ответа в статусе "Feedback waiting"''' ===		=== '''Отсутствие ответа в статусе "Feedback waiting"''' ===

N.Bloshkin: Новая страница: «=== '''Created Request''' === {{Note|After creating a request, the user will receive comments from the technical support department.|warn}} After clicking the "Submit" button, the user's page will refresh, and a request with the previously collected information about the problem will appear. 800px The user can interact with the request and, for example, clos...»

2024-03-20T11:04:53Z

Новая страница: «=== '''Created Request''' === {{Note|After creating a request, the user will receive comments from the technical support department.|warn}} After clicking the "Submit" button, the user's page will refresh, and a request with the previously collected information about the problem will appear. thumb|center| Example of a created request.|800px The user can interact with the request and, for example, clos...»

← Предыдущая версия		Версия от 14:04, 20 марта 2024
Строка 33:		Строка 33:
	{{Note\|Mandatory fields are marked with an asterisk ("*")\|warn}}		{{Note\|Mandatory fields are marked with an asterisk ("*")\|warn}}
	{{Note\|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.\|warn}}		{{Note\|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.\|warn}}
	~~<div lang="ru" dir="ltr" class="mw-content-ltr">~~		=== '''Created Request''' ===
	=== '''~~Созданная заявка~~''' ===		{{Note\|After creating a request, the user will receive comments from the technical support department.\|warn}}
	{{Note\|~~После создания заявки пользователь будет получать комментарии от отдела технической поддержки~~.\|warn}}		After clicking the "Submit" button, the user's page will refresh, and a request with the previously collected information about the problem will appear.
	~~После нажатия кнопки~~ "~~Отправить~~" ~~у пользователя обновится страница и появится заявка с собранной ранее информацией о проблеме~~.		[[File:Пример_созданной_заявки.png\|thumb\|center\| Example of a created request.\|800px]]
	[[File:Пример_созданной_заявки.png\|thumb\|center\| ~~Пример созданной заявки~~.\|800px]]		The user can interact with the request and, for example, close it immediately if it was created accidentally or if the information in the request is incorrect. To do this, they need to go to the right side of the screen and click on the line "Mark as Completed".
	~~Пользователь может взаимодействовать с заявкой и~~, ~~например закрыть ее сразу~~, ~~если она была создана случайно или данные в заявке указаны неправильно~~. ~~Для этого ему необходимо перейти в правую часть экрана и нажать на строку~~ "~~Отметить, как выполненное~~".		[[File:Закрытие_заявки.png\|thumb\|center\| Example of the option to close a request.\|800px]]
	[[File:Закрытие_заявки.png\|thumb\|center\| ~~Пример возможности закрыть заявку~~.\|800px]]		{{Note\|Only the user who created the request can close it.\|warn}}
	{{Note\|~~Только пользователь, который создал заявку, может её закрыть~~.\|warn}}		{{Note\|The option to close a request is available only for certain statuses.\|warn}}
	{{Note\|~~Возможность закрыть заявку пользователю, существует только для определенных статусов~~.\|warn}}		=== '''Ticket ID (Request ID)''' ===
	=== '''ID~~-тикета~~ (~~заявки~~)''' ===		After creating a request, it will be assigned its own special number in the system, referred to as "ID". Using this ticket ID (request ID), the technical support specialist will be able to find the user's request.
	~~После создания заявки ей присвоится свой специальный номер в системе~~, ~~который именуется как~~ "ID". ~~С помощью данного~~ ID~~-тикета~~ (~~заявки~~) ~~специалист технической поддержки сможет найти заявку пользователя~~.		[[File:Id_заявки.png\|thumb\|center\| Example of displaying the ticket ID (request ID).\|800px]]
	[[File:Id_заявки.png\|thumb\|center\| ~~Пример отображение~~ ID~~-тикета~~ (~~заявки~~).\|800px]]		{{Note\|When communicating with a technical support specialist/manager, it is recommended to use the request ID to identify a specific request. In other cases, the response to the user's query, in which the request ID is not mentioned, may be delayed.
	{{Note\|~~При общении со специалистом технической поддержки~~/~~менеджером рекомендуется использовать для распознавания конкретной заявки ее~~ ID. ~~В других случаях ответ на запрос пользователя~~, ~~в котором не указан~~ ID~~-заявки может затянуться~~.		Examples of user questions:
	~~Примеры пользовательских вопросов~~:		A good question that can receive a prompt response about the problem:<br>
	~~Хороший вопрос, на который можно получить оперативный ответ о проблеме~~:<br>		'''''"Good day, could you tell me the status of the issue SPSUP-1494?"'''''<br>
	'''''"~~Добрый день~~, ~~вы не подскажете как обстоят дела по проблеме~~ SPSUP-1494?"'''''<br>		A poor question, the answer to which may not be prompt and may require additional information from the user: <br>
	~~Неудачный вопрос~~, ~~ответ на который может быть не оперативным и требующим дополнительной информации от пользователя~~: <br>		'''''"Hello, what's the status of the error with Samsungs?"'''''<br>
	'''''"~~Здравствуйте~~, ~~что там с ошибкой по Samsung-ам~~?"'''''<br>		'''''"Could you tell me if the bug with Android has been resolved?"'''''\|warn}}
	'''''"~~Не подскажите, решился баг по~~ Android-у?"'''''\|warn}}
	~~</div>~~
	<div lang="ru" dir="ltr" class="mw-content-ltr">		<div lang="ru" dir="ltr" class="mw-content-ltr">
	== '''Статусы тикета (заявки)''' ==		== '''Статусы тикета (заявки)''' ==

N.Bloshkin: Новая страница: «=== '''List of Resolvable Issues''' === Upon visiting the technical support portal, users will be presented with a new window offering various assistance options. 800px The list of options includes the following: # Server installation request # Suggest a new feature (with a proposal to report a new feature) # Report...»

2024-03-20T11:03:19Z

Новая страница: «=== '''List of Resolvable Issues''' === Upon visiting the technical support portal, users will be presented with a new window offering various assistance options. thumb|center| List of assistance options provided by the technical support portal.|800px The list of options includes the following: # Server installation request # Suggest a new feature (with a proposal to report a new feature) # Report...»

← Предыдущая версия		Версия от 14:03, 20 марта 2024
Строка 7:		Строка 7:
	{{Note\|If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.		{{Note\|If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.
	[[File:Процесс_регистрации тех под.png\|thumb\|center\| Example of the account registration window display on the technical support portal.\|800px]]\|warn}}		[[File:Процесс_регистрации тех под.png\|thumb\|center\| Example of the account registration window display on the technical support portal.\|800px]]\|warn}}
	~~<div lang="ru" dir="ltr" class="mw-content-ltr">~~		=== '''List of Resolvable Issues''' ===
	=== '''~~Список решаемых проблем~~''' ===		Upon visiting the technical support portal, users will be presented with a new window offering various assistance options.
	~~После на портале технической поддержки пользователю откроется новое окно с предлагаемыми вариантами помощи~~.		[[File:Возможные_варианты_помощи.png\|thumb\|center\| List of assistance options provided by the technical support portal.\|800px]]
	[[File:Возможные_варианты_помощи.png\|thumb\|center\| ~~Список возможностей, которыми может помочь портал технической поддержки~~.\|800px]]		The list of options includes the following:
	~~В список данных вариантов входят следующие возможности~~:		# Server installation request
	# ~~Заявка на установку сервера~~		# Suggest a new feature (with a proposal to report a new feature)
	# ~~Предложить новую функцию~~ (~~с предложением сообщить о новой функции~~)		# Report a bug (notify technical support about an existing issue)
	# ~~Сообщить о баге~~ (~~оповестить техническую поддержку об имеющейся проблеме~~)		# Request for a quote for customization/integration (for projects that require functionality not currently available on the platform)
	# ~~Заявка на расчет стоимости доработки~~/~~интеграции~~ (~~для проектов, которым требуется функционал, отсутствующий в платформе на данный момент~~)		== '''"Report a Bug" Section''' ==
	== '''~~Раздел~~ "~~Сообщить о баге~~"''' ==		The "Report a Bug" section is key and most frequently used by users. Due to a lack of knowledge about the rules for working with this category, problems arise in the interaction between users and technical support specialists.<br>
	~~Раздел~~ "~~Сообщить о баге~~" ~~является ключевым и наиболее часто используется пользователями~~. Из-за незнания правил работы с данной категорией возникают проблемы во взаимодействии между пользователями и специалистами технической поддержки.<br>		After entering the "Report a Bug" category, users are directed to a new page where they must fill in information about the problem.
	~~После перехода в категорию~~ "~~Сообщить о баге~~" ~~пользователю открывается новая страница~~, ~~в которой он должен заполнить информацию о проблеме~~.		[[File:Пример_заполняемых_данных_об_ошибке.png\|thumb\|center\| Example of displayed parameters when describing an error.\|800px]]
	[[File:Пример_заполняемых_данных_об_ошибке.png\|thumb\|center\| ~~Пример отображаемых параметров при описании ошибки~~.\|800px]]		The information to be filled in includes:
	~~В качестве заполняемой информации используется~~:		* Subject (brief description of the problem)
	* ~~Тема~~ (~~краткое описание проблемы~~)		* Error details (providing more comprehensive information about the error)
	* ~~Подробности об ошибке~~ (~~предоставление более полной информации об ошибке~~)		* Attachment (ability to add various files that can help identify and understand the error)
	* ~~Вложение~~ (~~возможность добавлять различные файлы, которые помогут опознать и разобраться в ошибке~~)		* Share with (allows sharing information about the problem with another user)
	* ~~Поделиться с~~ (~~позволяет поделиться с другим пользователем информацией о проблеме~~)		* Project name
	* ~~Название проекта~~		* Impact (choice based on the level of impact on the system)
	* ~~Влияние~~ (~~выбор по степени влиянию работы на систему~~)		* Detailed description (includes details about the problem and steps for its reproduction, expected result, actual result)
	* ~~Детальное описание~~ (~~включает в себя: подробности о проблеме и шагах для ее воспроизведения~~, ~~ожидаемый результат~~, ~~фактический результат~~)		* Operating system (needs to be selected from the provided list)
	* ~~Операционная система~~ (~~необходимо выбрать из представленного списка~~)		* Server type (needs to be selected from the provided list)
	* ~~Тип сервера~~ (~~необходимо выбрать из предоставленного списка~~)		* Test environment (the version of the application being used is specified)
	* ~~Тестовая среда~~ (~~указывается версия используемого приложения~~)		After completing all the data on the page, users need to click the "Submit" button at the bottom of the page.
	~~После завершения заполнения всех данных на странице пользователю необходимо нажать кнопку~~ "~~Отправит~~"~~, которая находится внизу страницы~~.		{{Note\|Mandatory fields are marked with an asterisk ("*")\|warn}}
	{{Note\|~~Обязательными к заполнению являются те поля, который помечены звёздочкой~~ ("*")\|warn}}		{{Note\|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.\|warn}}
	{{Note\|~~Чем больше информации пользователь заполнит на данной странице~~, ~~тем больше вероятность быстрого разрешения проблемы~~.\|warn}}
	~~</div>~~
	<div lang="ru" dir="ltr" class="mw-content-ltr">		<div lang="ru" dir="ltr" class="mw-content-ltr">
	=== '''Созданная заявка''' ===		=== '''Созданная заявка''' ===

← Предыдущая версия		Версия от 12:15, 21 марта 2024
Строка 34:		Строка 34:
	{{Note\|Mandatory fields are marked with an asterisk ("*")\|warn}}		{{Note\|Mandatory fields are marked with an asterisk ("*")\|warn}}
	{{Note\|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.\|warn}}		{{Note\|The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.\|warn}}
	~~<div class="mw-translate-fuzzy">~~
	=== '''Created Request''' ===		=== '''Created Request''' ===
	{{Note\|After creating a request, the user will receive comments from the technical support department.\|warn}}		{{Note\|After creating a request, the user will receive comments from the technical support department.\|warn}}
	After clicking the "Submit" button, the user's page will refresh, and a request with the previously collected information about the problem will appear.		After clicking the "Submit" button, the user's page will refresh, and a request with the previously collected information about the problem will appear.
	[[File:~~Пример_созданной_заявки~~.png\|thumb\|center\| Example of a created request.\|800px]]		[[File:готовая заявка.png\|thumb\|center\| Example of a created request.\|800px]]
	The user can interact with the request and, for example, close it immediately if it was created accidentally or if the information in the request is incorrect. To do this, they need to go to the right side of the screen and click on the ~~line~~ "Mark as Completed".		The user can interact with the request and, for example, close it immediately if it was created accidentally or if the information in the request is incorrect. To do this, they need to move to the right side of the screen and click on the "Mark as Completed" line.
	[[File:~~Закрытие_заявки~~.png\|thumb\|center\| Example of the option to close a request.\|800px]]		[[File:Отметить как выполнено.png\|thumb\|center\| Example of the option to close a request.\|800px]]
	{{Note\|Only the user who created the request can close it.\|warn}}		{{Note\|Only the user who created the request can close it.\|warn}}
	{{Note\|The option to close a request is available only for certain statuses.\|warn}}		{{Note\|The option to close a request is available only for certain statuses.\|warn}}
	=== '''Ticket ID (Request ID)''' ===		=== '''Ticket ID (Request ID)''' ===
	After creating a request, it will be assigned its own ~~special~~ number in the system, referred to as "ID". ~~Using~~ this ticket ID (request ID), the technical support specialist will be able to find the user's request.		After creating a request, it will be assigned its own unique number in the system, referred to as "ID". With this ticket ID (request ID), the technical support specialist will be able to find the user's request.
	[[File:~~Id_заявки~~.png\|thumb\|center\| Example of displaying the ticket ID (request ID).\|800px]]		[[File:Индентификатор заявки.png\|thumb\|center\| Example of displaying the ticket ID (request ID).\|800px]]
	{{Note\|When communicating with a technical support specialist/manager, it is recommended to use the request ID to identify a specific request. ~~In other cases~~, the response to the user's query, in which the request ID ~~is not mentioned~~, may be delayed.		{{Note\|When communicating with a technical support specialist/manager, it is recommended to use the request ID to identify a specific request. Otherwise, the response to the user's query, which does not include the request ID, may be delayed.
	Examples of user questions:		Examples of user questions:
	A good question that can receive a prompt response about the problem:<br>		A good question that can receive a prompt response about the problem:<br>
	'''''"Good day, could you tell me the status of the issue SPSUP-~~1494~~?"'''''<br>		'''''"Good day, could you tell me the status of the issue SPSUP-1503?"'''''<br>
	~~A poor~~ question, the answer to which may not be prompt and may require additional information from the user: <br>		An unsuccessful question, the answer to which may not be prompt and may require additional information from the user: <br>
	'''''"Hello, what's the status of the error with Samsungs?"'''''<br>		'''''"Hello, what's the status of the error with Samsungs?"'''''<br>
	'''''"Could you tell me if the bug with Android has been resolved?"'''''\|warn}}		'''''"Could you tell me if the bug with Android has been resolved?"'''''\|warn}}
	~~</div>~~
	<div class="mw-translate-fuzzy">		<div class="mw-translate-fuzzy">
	== '''Ticket (Request) Statuses''' ==		== '''Ticket (Request) Statuses''' ==