{"id":76379,"date":"2021-03-17T18:45:18","date_gmt":"2021-03-17T18:45:18","guid":{"rendered":"https:\/\/onedesk.com\/cola-de-soporte-de-asistencia-basica\/"},"modified":"2021-03-17T18:45:18","modified_gmt":"2021-03-17T18:45:18","slug":"cola-de-soporte-de-asistencia-basica","status":"publish","type":"post","link":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/","title":{"rendered":"Los conceptos b\u00e1sicos de una cola de soporte del servicio de asistencia"},"content":{"rendered":"<h2 style=\"text-align: justify;\">Los conceptos b\u00e1sicos de una cola de soporte del servicio de asistencia<\/h2>\n<p style=\"text-align: justify;\">Una cola de soporte de la mesa de ayuda evita que el administrador de la mesa de ayuda y los t\u00e9cnicos sientan que todo debe arreglarse de una vez. Les impide correr tratando de abordar todo y, en \u00faltima instancia, no abordar nada.<\/p>\n<p style=\"text-align: justify;\">Una cola de soporte de la mesa de ayuda debe admitir un conjunto de datos que le permita al t\u00e9cnico de la mesa de ayuda realizar la clasificaci\u00f3n. Es decir, deber\u00eda permitir que el administrador del servicio de asistencia t\u00e9cnica tome un problema cuando llegue y le asigne una clasificaci\u00f3n con respecto a la gravedad del problema. Por lo general, es algo gen\u00e9rico como &#8220;Nivel bajo&#8221;, &#8220;Nivel alto&#8221; y &#8220;Cr\u00edtico&#8221;. Y dado que la expectativa es que los cr\u00edticos se abordar\u00e1n primero y los de bajo nivel se atender\u00e1n en \u00faltimo lugar, el software de la mesa de ayuda o un t\u00e9cnico experimentado determina el nivel del problema.<\/p>\n<p style=\"text-align: justify;\">Obviamente, las cuestiones cr\u00edticas se abordar\u00e1n primero. Pero incluso dentro de las listas de niveles, algunos tickets tienen mayor prioridad que otros.<\/p>\n<h3 style=\"text-align: justify;\">La clasificaci\u00f3n es el primer paso para mejorar la cola de soporte de la mesa de ayuda<\/h3>\n<p style=\"text-align: justify;\">Debe quedar claro que no todas las cuestiones de alto nivel tienen la misma importancia. Restaurar la conexi\u00f3n de una persona a la red de la oficina y el acceso a Internet puede ser de mayor prioridad que una impresora que no funciona. Pero si la impresora averiada es la \u00fanica disponible para todo el personal, la restauraci\u00f3n de la impresora podr\u00eda tener prioridad. Pero, \u00bfc\u00f3mo sabr\u00eda alguno de los t\u00e9cnicos cu\u00e1l es la mayor prioridad? \u00bfC\u00f3mo evitar\u00edan perder de vista qu\u00e9 problemas son cr\u00edticos en comparaci\u00f3n con los de bajo nivel? El sistema de asistencia t\u00e9cnica debe capturar esta informaci\u00f3n.<\/p>\n<p style=\"text-align: justify;\">Una vez que se analiza un problema, debe asignarlo. Es posible que no desee que Joe Newbie tome un problema cr\u00edtico para resolverlo. El ticket debe asignarse a la persona mejor calificada para corregirlo. Esa asignaci\u00f3n generalmente la realiza el gerente del servicio de asistencia, una persona que est\u00e1 familiarizada con cada una de las capacidades y fortalezas del t\u00e9cnico.<\/p>\n<h3 style=\"text-align: justify;\">La priorizaci\u00f3n es clave para ejecutar y tratar correctamente los elementos clasificados<\/h3>\n<p style=\"text-align: justify;\">El gerente debe poder ver la carga de trabajo de cada uno de los t\u00e9cnicos y usar esa informaci\u00f3n para equilibrar la carga de trabajo y maximizar el flujo de trabajo general.<\/p>\n<p style=\"text-align: justify;\">El software \u00fatil debe ayudar al gerente y a los t\u00e9cnicos con Triage, identificando los problemas m\u00e1s graves a los menos graves (pol\u00edtica incluida). Debe permitir la priorizaci\u00f3n de los problemas. La forma en que se logra la priorizaci\u00f3n depende del usuario del sistema de asistencia t\u00e9cnica. Debe poder respaldar la asignaci\u00f3n de los problemas a una persona espec\u00edfica y realizar un seguimiento de las asignaciones generales a la persona. \u00bfEs necesario elevar el problema a otro nivel? El sistema de asistencia t\u00e9cnica tambi\u00e9n deber\u00eda poder capturar y mostrar esa informaci\u00f3n.<\/p>\n<h3 style=\"text-align: justify;\">OneDesk satisface estas necesidades completamente<\/h3>\n<p style=\"text-align: justify;\">El sistema le permite no solo identificar una clasificaci\u00f3n general para un problema, sino que tambi\u00e9n le permite priorizar dentro de la clasificaci\u00f3n. El an\u00e1lisis lo realiza el usuario del sistema y se asigna en la creaci\u00f3n del ticket. Luego, el gerente puede asignar el ticket a un t\u00e9cnico espec\u00edfico. El administrador del servicio de asistencia t\u00e9cnica realiza la elevaci\u00f3n y el sistema captura la informaci\u00f3n.<\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 10pt;\"><em>Cr\u00e9dito de la foto: &#8220;Kettle Setup 2215&#8221; \/ mliu92 \/<a href=\"https:\/\/creativecommons.org\/licenses\/by-sa\/2.0\/legalcode\"> CC BY<\/a><\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Los conceptos b\u00e1sicos de una cola de soporte del servicio de asistencia Una cola de soporte de la mesa de ayuda evita que el administrador de la mesa de ayuda y los t\u00e9cnicos sientan que todo debe arreglarse de una vez. Les impide correr tratando de abordar todo y, en \u00faltima instancia, no abordar nada. [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":76390,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","_crdt_document":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[9450],"tags":[],"class_list":["post-76379","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-6-laboratorio-de-helpdesk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Los conceptos b\u00e1sicos de una cola de soporte de la mesa de ayuda | Software de mesa de ayuda de OneDesk<\/title>\n<meta name=\"description\" content=\"OneDesk puede respaldar la operaci\u00f3n de su mesa de ayuda con una capacidad de espera. Es compatible con la clasificaci\u00f3n, la priorizaci\u00f3n, la asignaci\u00f3n, el intercambio y mucho m\u00e1s.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Los conceptos b\u00e1sicos de una cola de soporte de la mesa de ayuda | Software de mesa de ayuda de OneDesk\" \/>\n<meta property=\"og:description\" content=\"OneDesk puede respaldar la operaci\u00f3n de su mesa de ayuda con una capacidad de espera. Es compatible con la clasificaci\u00f3n, la priorizaci\u00f3n, la asignaci\u00f3n, el intercambio y mucho m\u00e1s.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/\" \/>\n<meta property=\"og:site_name\" content=\"Un escritorio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OneDeskApp\" \/>\n<meta property=\"article:published_time\" content=\"2021-03-17T18:45:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"768\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Melvin Jones\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@OneDeskApp\" \/>\n<meta name=\"twitter:site\" content=\"@OneDeskApp\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Melvin Jones\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Los conceptos b\u00e1sicos de una cola de soporte de la mesa de ayuda | Software de mesa de ayuda de OneDesk","description":"OneDesk puede respaldar la operaci\u00f3n de su mesa de ayuda con una capacidad de espera. Es compatible con la clasificaci\u00f3n, la priorizaci\u00f3n, la asignaci\u00f3n, el intercambio y mucho m\u00e1s.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/","og_locale":"es_ES","og_type":"article","og_title":"Los conceptos b\u00e1sicos de una cola de soporte de la mesa de ayuda | Software de mesa de ayuda de OneDesk","og_description":"OneDesk puede respaldar la operaci\u00f3n de su mesa de ayuda con una capacidad de espera. Es compatible con la clasificaci\u00f3n, la priorizaci\u00f3n, la asignaci\u00f3n, el intercambio y mucho m\u00e1s.","og_url":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/","og_site_name":"Un escritorio","article_publisher":"https:\/\/www.facebook.com\/OneDeskApp","article_published_time":"2021-03-17T18:45:18+00:00","og_image":[{"width":1024,"height":768,"url":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg","type":"image\/jpeg"}],"author":"Melvin Jones","twitter_card":"summary_large_image","twitter_creator":"@OneDeskApp","twitter_site":"@OneDeskApp","twitter_misc":{"Written by":"Melvin Jones","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":["Article","BlogPosting"],"@id":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/#article","isPartOf":{"@id":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/"},"author":{"name":"Melvin Jones","@id":"https:\/\/onedesk.com\/es\/#\/schema\/person\/46a1a8277de04c49fde94f89995eb064"},"headline":"Los conceptos b\u00e1sicos de una cola de soporte del servicio de asistencia","datePublished":"2021-03-17T18:45:18+00:00","mainEntityOfPage":{"@id":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/"},"wordCount":649,"commentCount":0,"publisher":{"@id":"https:\/\/onedesk.com\/es\/#organization"},"image":{"@id":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/#primaryimage"},"thumbnailUrl":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg","articleSection":["6. Laboratorio de HelpDesk"],"inLanguage":"es-ES","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/","url":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/","name":"Los conceptos b\u00e1sicos de una cola de soporte de la mesa de ayuda | Software de mesa de ayuda de OneDesk","isPartOf":{"@id":"https:\/\/onedesk.com\/es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/#primaryimage"},"image":{"@id":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/#primaryimage"},"thumbnailUrl":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg","datePublished":"2021-03-17T18:45:18+00:00","description":"OneDesk puede respaldar la operaci\u00f3n de su mesa de ayuda con una capacidad de espera. Es compatible con la clasificaci\u00f3n, la priorizaci\u00f3n, la asignaci\u00f3n, el intercambio y mucho m\u00e1s.","inLanguage":"es-ES","potentialAction":[{"@type":"ReadAction","target":["https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/"]}]},{"@type":"ImageObject","inLanguage":"es-ES","@id":"https:\/\/onedesk.com\/es\/cola-de-soporte-de-asistencia-basica\/#primaryimage","url":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg","contentUrl":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg","width":1024,"height":768},{"@type":"WebSite","@id":"https:\/\/onedesk.com\/es\/#website","url":"https:\/\/onedesk.com\/es\/","name":"Un escritorio","description":"Software de gesti\u00f3n de proyectos y asistencia t\u00e9cnica","publisher":{"@id":"https:\/\/onedesk.com\/es\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/onedesk.com\/es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"es-ES"},{"@type":"Organization","@id":"https:\/\/onedesk.com\/es\/#organization","name":"Un escritorio","url":"https:\/\/onedesk.com\/es\/","logo":{"@type":"ImageObject","inLanguage":"es-ES","@id":"https:\/\/onedesk.com\/es\/#\/schema\/logo\/image\/","url":"https:\/\/onedesk.com\/wp-content\/uploads\/2016\/01\/white-logo-small.png","contentUrl":"https:\/\/onedesk.com\/wp-content\/uploads\/2016\/01\/white-logo-small.png","width":207,"height":40,"caption":"Un escritorio"},"image":{"@id":"https:\/\/onedesk.com\/es\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/OneDeskApp","https:\/\/x.com\/OneDeskApp","https:\/\/www.instagram.com\/onedeskapp\/","https:\/\/www.linkedin.com\/company\/onedesk-inc-1","https:\/\/www.pinterest.com\/onedesk\/","https:\/\/www.youtube.com\/user\/OneDeskApp"]},{"@type":"Person","@id":"https:\/\/onedesk.com\/es\/#\/schema\/person\/46a1a8277de04c49fde94f89995eb064","name":"Melvin Jones","image":{"@type":"ImageObject","inLanguage":"es-ES","@id":"https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=96&d=mm&r=g","caption":"Melvin Jones"},"url":"https:\/\/onedesk.com\/es\/author\/melvinjones\/"}]}},"jetpack_featured_media_url":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg","tpgb_featured_images":{"full":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg",1024,768,false],"tp-image-grid":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg",700,525,false],"thumbnail":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg",150,113,false],"medium":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg",300,225,false],"medium_large":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg",768,576,false],"large":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/03\/6497703343_a0f255773f_b.jpg",1024,768,false],"default":"https:\/\/onedesk.com\/wp-content\/plugins\/the-plus-addons-for-block-editor\/assets\/images\/tpgb-placeholder.jpg"},"tpgb_post_meta_info":{"get_date":"March 17, 2021","get_modified_date":"March 17, 2021","category_list":{"category":[{"term_id":9450,"name":"6. Laboratorio de HelpDesk","slug":"6-laboratorio-de-helpdesk","term_group":0,"term_taxonomy_id":9450,"taxonomy":"category","description":"The Helpdesk Lab: publicaciones de blog y art\u00edculos sobre servicio al cliente, gesti\u00f3n de comentarios y software de mesa de ayuda en general.","parent":0,"count":59,"filter":"raw","term_order":"0"}],"post_tag":false,"post_format":false},"author_name":"Melvin Jones","author_url":"https:\/\/onedesk.com\/es\/author\/melvinjones\/","author_email":"hello+Melvin@onedesk.com","author_website":"","author_description":"","author_facebook":"","author_twitter":"","author_instagram":"","author_role":["author"],"author_firstname":"Melvin","author_lastname":"Jones","user_login":"MelvinJones","author_avatar":"<img alt='' src='https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=200&#038;d=mm&#038;r=g' srcset='https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=400&#038;d=mm&#038;r=g 2x' class='avatar avatar-200 photo' height='200' width='200' decoding='async'\/>","author_avatar_url":"https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=96&d=mm&r=g","comment_count":0,"post_likes":0,"post_views":0},"tpgb_post_category":{"category":"<a href=\"https:\/\/onedesk.com\/es\/category\/6-laboratorio-de-helpdesk\/\" alt=\"6. Laboratorio de HelpDesk\"  class=\"category-6-laboratorio-de-helpdesk\">6. Laboratorio de HelpDesk<\/a> "},"jetpack_shortlink":"https:\/\/wp.me\/pfpPaI-jRV","amp_enabled":true,"_links":{"self":[{"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/posts\/76379","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/comments?post=76379"}],"version-history":[{"count":0,"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/posts\/76379\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/media\/76390"}],"wp:attachment":[{"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/media?parent=76379"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/categories?post=76379"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/onedesk.com\/es\/wp-json\/wp\/v2\/tags?post=76379"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}