Translations:Technical support service/3/en: различия между версиями

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{{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}}

Текущая версия от 12:15, 21 марта 2024

Информация о сообщении (править)
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Определение сообщения (Technical support service)
=== '''Созданная заявка''' ===
{{Note|После создания заявки пользователь будет получать комментарии от отдела технической поддержки.|warn}}
После нажатия кнопки "Отправить" у пользователя обновится страница и появится заявка с собранной ранее информацией о проблеме.
[[File:готовая заявка.png|thumb|center| Пример созданной заявки.|800px]]
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| Пример возможности закрыть заявку.|800px]]
{{Note|Только пользователь, который создал заявку, может её закрыть.|warn}}
{{Note|Возможность закрыть заявку пользователю, существует только для определенных статусов.|warn}}
=== '''ID-тикета (заявки)''' ===
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| Пример отображение ID-тикета (заявки).|800px]]
{{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.
Примеры пользовательских вопросов:
Хороший вопрос, на который можно получить оперативный ответ о проблеме:<br>
'''''"Добрый день, вы не подскажете как обстоят дела по проблеме SPSUP-1503?"'''''<br>
Неудачный вопрос, ответ на который может быть не оперативным и требующим дополнительной информации от пользователя: <br>
'''''"Здравствуйте, что там с ошибкой по Samsung-ам?"'''''<br>
'''''"Не подскажите, решился баг по Android-у?"'''''|warn}}

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?"
Источник — https://wiki.smartplayer.org/index.php?title=Translations:Technical_support_service/3/en&oldid=11922