Translations:Technical support service/5/en: различия между версиями

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=== '''No Response in "Feedback Waiting" Status''' ===
=== '''Lack of Response in "Awaiting Feedback" 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 "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''' ==
== '''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.

Текущая версия от 12:18, 21 марта 2024

Информация о сообщении (править)
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Определение сообщения (Technical support service)
=== '''Отсутствие ответа в статусе "Ожидается обратная связь"''' ===
Если пользователь не оставляет комментарий после установки специалистом технической поддержки статуса "Ожидается обратная связь", то через две недели (14 дней) заявка автоматически будет закрыта системой. То есть система автоматически выставит заявке статус "Сделанный".
== '''Оценка качества взаимодействия с технической поддержкой''' ==
В течении нескольких минут, после завершения работы с заявкой (получения статуса "Сделанный"), пользователю на e-mail придет письмо, в котором попросят оценить взаимодействие с командой поддержки (по пятибалльной шкале). Нажав на любую оценку пользователя перенесет на портал технической поддержки, где необходимо еще раз выставить оценку (по пятибалльной шкале) и дать комментарии об опыте взаимодействия с 
 командой технической поддержкой. Оставленный пользователем комментарий поможет улучшить взаимодействие с технической поддержкой.
[[File:Оценка_взаимодействия.png|thumb|center| Окно обратной связи с оценками.|800px]]
{{Note|Для того чтобы увидеть данное письмо пользователю необходимо войти в e-mail, который 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.

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.

Источник — https://wiki.smartplayer.org/index.php?title=Translations:Technical_support_service/5/en&oldid=11926