{"id":23,"date":"2008-09-04T13:16:20","date_gmt":"2008-09-04T11:16:20","guid":{"rendered":"http:\/\/blog.websupport.sk\/?p=23"},"modified":"2025-03-11T21:06:03","modified_gmt":"2025-03-11T20:06:03","slug":"helpdesk-emaily","status":"publish","type":"post","link":"https:\/\/www.websupport.sk\/blog\/2008\/09\/helpdesk-emaily\/","title":{"rendered":"HelpDesk &#8211; emaily"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\"><b>Doba \u010d\u00edtania:<\/b><\/span> <span class=\"rt-time\"> 2<\/span> <span class=\"rt-label rt-postfix\">min.<\/span><\/span><p><a href=\"https:\/\/www.websupport.sk\/blog\/\/\/2008\/09\/helpdesk-emaily\/\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"https:\/\/www.websupport.sk\/blog\/\/\/wp-content\/uploads\/2008\/09\/otrs.jpg\" title=\"otrs\" class=\"alignnone\" width=\"517\" height=\"112\" \/><\/a><\/p>\n<p>V tejto s\u00e9ri\u00ed \u010dl\u00e1nkov V\u00e1m uk\u00e1\u017eeme ako m\u00e1me rie\u0161en\u00fd helpdesk. Konkr\u00e9tne ako sa vysporiad\u00e1vame s po\u017eiadavkami na\u0161ich klientov. Denne n\u00e1m pr\u00eddu stovky mailov s ot\u00e1zkami, pripomienkami a \u017eiados\u0165ou o pomoc. Bez dobr\u00e9ho ticketov\u00e9ho syst\u00e9mu by bolo efekt\u00edvne spravovanie to\u013ek\u00fdch po\u017eiadavok nemo\u017en\u00e9.<\/p>\n<p>N\u00e1m v tomto v\u00eddatne pom\u00e1ha open source software <a href=\"http:\/\/otrs.org\" target=\"_blank\">OTRS.org<\/a>\n<\/p>\n<p><!--more--><br \/>\nKa\u017ed\u00fd mail ktor\u00fd n\u00e1m z\u00e1kazn\u00edk po\u0161le na kontaktn\u00fa adresu <a href=\"mailto:helpdesk@websupport.sk\">helpdesk@websupport.sk<\/a>, syst\u00e9m stiahne a prirad\u00ed mu \u010d\u00edslo (ticket). N\u00e1sledne ho na z\u00e1klade filtrov vlo\u017e\u00ed do patri\u010dnej z\u00e1lo\u017eky a prirad\u00ed zamestnancovi.<\/p>\n<p style=\"margin-bottom: 0cm;\">Syst\u00e9m \u010falej funguje ako norm\u00e1lny mailov\u00fd klient. Na po\u017eiadavky\/tickety sa d\u00e1 odpoveda\u0165, daj\u00fa sa presun\u00fa\u0165 in\u00e9mu zamestnancovi alebo technikom. Daj\u00fa sa lockn\u00fa\u0165 k\u00fdm sa na nich pracuje, aby to ist\u00e9 nemusel robi\u0165 niekto druh\u00fd, m\u00f4\u017eete ich sledova\u0165 pr\u00edpadne komentova\u0165.<\/p>\n<p style=\"margin-bottom: 0cm;\">Lep\u0161ie fungovanie syst\u00e9mu pochop\u00edte z t\u00fdchto screenshotov: http:\/\/otrs.org\/screenshot\/ pr\u00edpadne z dema: <a href=\"http:\/\/demo.otrs.org\/otrs\/index.pl\">http:\/\/demo.otrs.org\/otrs\/index.pl<\/a><\/p>\n<p style=\"margin-bottom: 0cm;\">\u010cl\u00e1nok sme vytvorili, preto\u017ee si mysl\u00edme \u017ee niektor\u00fdm na\u0161im klientom, ktor\u00fd ni\u010d tak\u00e9to nepou\u017e\u00edvaj\u00fa, by sa podobn\u00fd syst\u00e9m mohol zda\u0165 u\u017eito\u010dn\u00fd. OTRS doporu\u010dujeme v\u0161etk\u00fdm firm\u00e1m, ktor\u00fdch komunik\u00e1cia so z\u00e1kazn\u00edkmi prebieha hlavne na \u00farovni mailov a o ich po\u017eiadavky sa star\u00e1 viacero zamestnancov. Syst\u00e9m m\u00e1 rozhranie aj pre z\u00e1kazn\u00edkov, to ale my nepou\u017e\u00edvame. Taktie\u017e sa do\u0148 daj\u00fa logova\u0165 aj telefon\u00e1ty, ale to u\u017e ru\u010dne a preto t\u00fato funkciou nepou\u017e\u00edvame.<\/p>\n<p style=\"margin-bottom: 0cm;\">Ak v\u00e1s OTRS zaujalo, radi v\u00e1m pri jeho implement\u00e1cii pom\u00f4\u017eeme. Pr\u00edpadne odpovieme ot\u00e1zky aj v koment\u00e1roch pod \u010dl\u00e1nkom.<\/p>\n<p style=\"margin-bottom: 0cm;\">V bud\u00facom \u010dl\u00e1nku o helpdesku v\u00e1m uk\u00e1\u017eeme ako m\u00e1me vyrie\u0161en\u00e9 telefonick\u00e9 po\u017eiadavky.<\/p>\n<p style=\"margin-bottom: 0cm;\">Berte a vychutn\u00e1vajte.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>V tejto s\u00e9ri\u00ed \u010dl\u00e1nkov V\u00e1m uk\u00e1\u017eeme ako m\u00e1me rie\u0161en\u00fd helpdesk. Konkr\u00e9tne ako sa vysporiad\u00e1vame s po\u017eiadavkami na\u0161ich klientov. Denne n\u00e1m pr\u00eddu stovky mailov s ot\u00e1zkami, pripomienkami a \u017eiados\u0165ou o pomoc. Bez dobr\u00e9ho ticketov\u00e9ho syst\u00e9mu by bolo efekt\u00edvne spravovanie to\u013ek\u00fdch po\u017eiadavok nemo\u017en\u00e9. N\u00e1m v tomto v\u00eddatne pom\u00e1ha open source software OTRS.org<\/p>\n","protected":false},"author":84,"featured_media":5588,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-23","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technologie"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>HelpDesk - emaily - Websupport blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.websupport.sk\/blog\/2008\/09\/helpdesk-emaily\/\" \/>\n<meta property=\"og:locale\" content=\"sk_SK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"HelpDesk - emaily - Websupport blog\" \/>\n<meta property=\"og:description\" content=\"V tejto s\u00e9ri\u00ed \u010dl\u00e1nkov V\u00e1m uk\u00e1\u017eeme ako m\u00e1me rie\u0161en\u00fd helpdesk. 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