{"id":76335,"date":"2021-03-17T18:37:35","date_gmt":"2021-03-17T18:37:35","guid":{"rendered":"https:\/\/onedesk.com\/helpdesk-tickets-knowledgebase-onedesk\/"},"modified":"2021-03-17T18:37:43","modified_gmt":"2021-03-17T18:37:43","slug":"helpdesk-tickets-knowledgebase-onedesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/pt-pt\/helpdesk-tickets-knowledgebase-onedesk\/","title":{"rendered":"Os bilhetes helpdesk s\u00e3o a sua base de conhecimentos"},"content":{"rendered":"<h2 style=\"text-align: justify;\">Os bilhetes helpdesk s\u00e3o a sua base de conhecimentos<\/h2>\n<h3 style=\"text-align: justify;\">As bases de dados helpdesk t\u00eam muita informa\u00e7\u00e3o<\/h3>\n<p style=\"text-align: justify;\">Uma base de conhecimentos helpdesk pode ser um salva-vidas se tiver a informa\u00e7\u00e3o de que precisa enquanto fala com um cliente ou quando encontra uma solu\u00e7\u00e3o para o seu problema. A \u00fanica quest\u00e3o \u00e9: como se gera uma base de conhecimento \u00fatil? Um bom lugar para come\u00e7ar s\u00e3o os seus bilhetes de problemas. Ningu\u00e9m disse que um bilhete problem\u00e1tico s\u00f3 tinha problemas com eles. Se voc\u00ea tem sido inteligente, eles cont\u00eam tudo, desde sugest\u00f5es de melhoria, at\u00e9 relat\u00f3rios de bugs, corre\u00e7\u00f5es e conversas sobre corre\u00e7\u00f5es. Se estiver a utilizar v\u00e1rios fios de informa\u00e7\u00e3o, pode capturar essa informa\u00e7\u00e3o sobre os bilhetes problem\u00e1ticos.<\/p>\n<p style=\"text-align: justify;\">Mas a quest\u00e3o \u00e9: Por que criar toda a informa\u00e7\u00e3o do zero se decidir construir uma base de conhecimento? Voc\u00ea realmente n\u00e3o tem que digitar, ou cortar e colar em toda a informa\u00e7\u00e3o de todos os bilhetes para uma base de dados gigantesca que voc\u00ea tem que projetar, construir e pagar. E se a informa\u00e7\u00e3o que recolhe durante as opera\u00e7\u00f5es di\u00e1rias puder ser publicada para que os restantes utilizadores possam ver ou mesmo para que os restantes t\u00e9cnicos possam ver?<br \/>\nQuantas vezes os utilizadores receberam uma mensagem espec\u00edfica enquanto tentavam operar o sistema? Provavelmente ter\u00e1 a mesma solu\u00e7\u00e3o. E se tivesses uma base de conhecimentos com essa informa\u00e7\u00e3o numa forma pes pesquisada?<\/p>\n<h3 style=\"text-align: justify;\">Saber importar e publicar informa\u00e7\u00e3o:<\/h3>\n<p style=\"text-align: justify;\">Poder publicar bilhetes \u00fateis permite que outros, t\u00e9cnicos e utilizadores, leiam e aprendam com os outros problemas e, mais importante, as solu\u00e7\u00f5es para esses problemas. Um portal em que os utilizadores apresentem os seus bilhetes problem\u00e1ticos proporcionaria tal ambiente. O portal poderia servir n\u00e3o s\u00f3 como uma forma de reportar problemas, tamb\u00e9m poderia fazer um f\u00f3rum muito bom, se formatado e constru\u00eddo corretamente. Um portal bem constru\u00eddo seria um longo caminho para satisfazer as necessidades de conhecimento de uma organiza\u00e7\u00e3o. Se planeia corretamente, os bilhetes helpdesk s\u00e3o a sua base de dados.<br \/>\nComo apoiante, poder\u00e1 determinar que informa\u00e7\u00e3o pretende estar dispon\u00edvel para os utilizadores do portal. Pode determinar como a informa\u00e7\u00e3o \u00e9 melhor revistada. E pode determinar como a informa\u00e7\u00e3o \u00e9 exibida.<\/p>\n<h3 style=\"text-align: justify;\">Como a OneDesk lida com bases de conhecimento e bases de dados:<\/h3>\n<p style=\"text-align: justify;\">O OneDesk pode fornecer-lhe tal capacidade. Um problema com uma parte espec\u00edfica de um sistema? O OneDesk permite-lhe capturar a informa\u00e7\u00e3o e armazen\u00e1-la de forma a que o acesso \u00e0 informa\u00e7\u00e3o seja l\u00f3gico. N\u00e3o ser\u00e1 apenas uma quest\u00e3o de olhar atrav\u00e9s de todos os bilhetes ou, na esperan\u00e7a de, lembrar alguma palavra mais ou menos relacionada para procurar para encontrar o bilhete certo com o mesmo problema e, como seria de esperar, solu\u00e7\u00e3o.<br \/>\nO servi\u00e7o de apoio ao cliente oneDesk permite-lhe conectar-se a toda a comunidade dos utilizadores que est\u00e1 a apoiar. Permite-lhe gerir feedback, bilhetes de apoio e outras intera\u00e7\u00f5es com o cliente. O portal \u00e9 facilmente configurado para permitir a publica\u00e7\u00e3o de bilhetes, disponibilizando-os n\u00e3o s\u00f3 aos t\u00e9cnicos, mas tamb\u00e9m aos clientes.<br \/>\nEsta capacidade cria um f\u00f3rum autossustentado onde as pessoas expressam as suas ideias, as suas recomenda\u00e7\u00f5es e, muitas vezes, as suas solu\u00e7\u00f5es para problemas que parecem estar em jogo, aconte\u00e7a o que acontecer.<\/p>\n<p><span style=\"font-size: 10pt;\"><em>Cr\u00e9dito fotogr\u00e1fico: &#8220;cartas&#8221; \/ Davide Vizzini \/ <a href=\"https:\/\/creativecommons.org\/licenses\/by\/2.0\/legalcode\">CC BY<\/a><\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Os bilhetes helpdesk s\u00e3o a sua base de conhecimentos As bases de dados helpdesk t\u00eam muita informa\u00e7\u00e3o Uma base de conhecimentos helpdesk pode ser um salva-vidas se tiver a informa\u00e7\u00e3o de que precisa enquanto fala com um cliente ou quando encontra uma solu\u00e7\u00e3o para o seu problema. A \u00fanica quest\u00e3o \u00e9: como se gera uma [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":76344,"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":[9453],"tags":[],"class_list":["post-76335","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-6-helpdesk-lab-pt-pt"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Os bilhetes helpdesk s\u00e3o a sua base de conhecimentos | Software de mesa de ajuda OneDesk<\/title>\n<meta name=\"description\" content=\"H\u00e1 ouro em bilhetes de problemas. 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