(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...»)
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.
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{{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}}
=== '''List of Resolvable Issues''' ===
=== '''List of Solvable Issues''' ===
Upon visiting the technical support portal, users will be presented with a new window offering various assistance options.
After logging into the technical support portal, users will be presented with a new window offering various assistance options.
[[File:Возможные_варианты_помощи.png|thumb|center| List of assistance options provided by the technical support portal.|800px]]
[[File:Списки для помощи.png|thumb|center| List of assistance options provided by the technical support portal.|800px]]
The list of options includes the following:
The list includes the following options:
# 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
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* 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 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:готовая заявка.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 move to the right side of the screen and click on the "Mark as Completed" line.
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:Отметить как выполнено.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 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.
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:Индентификатор 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. Otherwise, the response to the user's query, which does not include the request ID, 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-1503?"'''''<br>
'''''"Добрый день, вы не подскажете как обстоят дела по проблеме SPSUP-1494?"'''''<br>
An unsuccessful 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}}
== '''Ticket (Request) Statuses''' ==
</div>
The statuses of a request are displayed at the top right of the user's request.
<div lang="ru" dir="ltr" class="mw-content-ltr">
[[File:получение статуса.png|thumb|center| Example of request status display.|800px]]
== '''Статусы тикета (заявки)''' ==
The following statuses exist:
Статусы заявки отображаются на заявке пользователя сверху справа.
* Open - the request is open and work is expected to be done.
[[File:Статус_заявки.png|thumb|center| Пример отображение статуса заявки.|800px]]
* 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.
Существуют следующие виды статусов:
* Awaiting development - an error in the application's source code has been confirmed. Waiting for a fix/improvement from the development department.
* Work in progress (в работе) - на данный момент специалист технической поддержки занимается поиском решения проблемы. Ожидайте ответа по данной проблеме.
* Pending - indicates waiting for the solution to be implemented on the SmartPlayer platform side.
* 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.
* 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.
* Pending - обозначает ожидание реализации решения на стороне платформы SmartPlayer.
* Feedback waitng - устанавливается после проведения необходимых действий, которые должны были привести к решению проблемы пользователя, по мнению сотрудника технической поддержки.
{{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".
{{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 "Reopen Task" 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:Новые статусы пользователя.png|thumb|center| Example of the "Mark as Completed" line display|800px]]|warn}}
[[File:2_строки.png|thumb|center| Пример отображение строки "Done"|800px]]|warn}}
* Reopened - 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.
* Completed - 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}}
=== '''Lack of Response in "Awaiting Feedback" Status''' ===
</div>
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".
<div lang="ru" dir="ltr" class="mw-content-ltr">
== '''Quality Assessment of Interaction with Technical Support''' ==
=== '''Отсутствие ответа в статусе "Feedback waiting"''' ===
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.
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".
[[File:Оценка_взаимодействия.png|thumb|center| Feedback window with ratings.|800px]]
== '''Оценка качества взаимодействия с технической поддержкой''' ==
{{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}}
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.
== '''Final Outcome''' ==
[[File:2_оценки.png|thumb|center| Окно обратной связи с оценками.|800px]]
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.
{{Note|Для того чтобы увидеть данное письмо пользователю необходимо войти в e-mail, которую он использовал для создания заявки на портале технической поддержки. |warn}}
== '''Итоговый результат''' ==
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.
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.
First Step
Upon encountering an issue with the SmartPlayer platform, the first thing a user should do is visit the technical support portal, available at link
On the first visit to the portal, the system will ask the user to log in. For authentication, the user needs to enter the login (e-mail) and password of the account linked to their company.
Example of the authorization window display on the technical support portal.
If the user enters an e-mail that is not linked to any of the existing companies, the system will ask them to register.
Example of the account registration window display on the technical support portal.
List of Solvable Issues
After logging into the technical support portal, users will be presented with a new window offering various assistance options.
List of assistance options provided by the technical support portal.
The list includes the following options:
Server installation request
Suggest a new feature (with an option to report a new feature)
Report a bug (notify technical support about an existing issue)
Request a quote for customization/integration (for projects that require functionality currently not available on the platform)
"Report an Error" Section
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.
After entering the "Report a Bug" category, users are directed to a new page where they must fill in information about the problem.
Example of displayed parameters when describing an error.
The information to be filled in includes:
Subject (brief description of the problem)
Error details (providing more comprehensive information about 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)
Project name
Impact (choice based on the level of impact on the system)
Detailed description (includes details about the problem and steps for its reproduction, expected result, actual result)
Operating system (needs to be selected from the provided list)
Server type (needs to be selected from the provided list)
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.
Mandatory fields are marked with an asterisk ("*")
The more information the user fills out on this page, the higher the likelihood of the issue being resolved quickly.
Created Request
After creating a request, the user will receive comments from the technical support department.
After clicking the "Submit" button, the user's page will refresh, and a request with the previously collected information about the problem will appear.
Example of a created request.
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.
Example of the option to close a request.
Only the user who created the request can close it.
The option to close a request is available only for certain statuses.
Ticket ID (Request ID)
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.
Example of displaying the ticket ID (request ID).
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:
A good question that can receive a prompt response about the problem: "Good day, could you tell me the status of the issue SPSUP-1503?"
An unsuccessful question, the answer to which may not be prompt and may require additional information from the user: "Hello, what's the status of the error with Samsungs?"
"Could you tell me if the bug with Android has been resolved?"
Ticket (Request) Statuses
The statuses of a request are displayed at the top right of the user's request.
Example of request status display.
The following statuses exist:
Open - the request is open and work is expected to be done.
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.
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.
After Receiving "Awaiting Feedback" Status
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".
If the problem was not solved, the user can click on the "Reopen Task" line and write a comment in the window that appears.
Example of the "Mark as Completed" line display
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.
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.
Lack of Response in "Awaiting Feedback" 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".
Quality Assessment of 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.
Feedback window with ratings.
To see this email, the user needs to log into the email they used to create the request on the technical support portal.
Final Outcome
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.
