{"id":76354,"date":"2021-03-17T18:41:23","date_gmt":"2021-03-17T18:41:23","guid":{"rendered":"https:\/\/onedesk.com\/base-de-dados-basico-anatomia-helpdesk\/"},"modified":"2021-03-17T18:41:30","modified_gmt":"2021-03-17T18:41:30","slug":"base-de-dados-basico-anatomia-helpdesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/pt-pt\/base-de-dados-basico-anatomia-helpdesk\/","title":{"rendered":"A Anatomia B\u00e1sica da Base de Dados helpdesk"},"content":{"rendered":"<h2>A Anatomia B\u00e1sica da Base de Dados helpdesk<\/h2>\n<p style=\"text-align: justify;\">N\u00e3o devias ter de pesquisar a resposta para o mesmo, ou problema de TI semelhante sempre que aparece. Precisa de uma base de dados de ajuda.<\/p>\n<p style=\"text-align: justify;\">Voc\u00ea deve ser capaz de pesquisar em uma pilha de bilhetes de ajuda, encontrar o problema, ou um problema semelhante, e obter a solu\u00e7\u00e3o para o problema. Se conseguir fazer isso, e n\u00e3o esperar que consiga encontrar uma solu\u00e7\u00e3o, experimentando uma s\u00e9rie de pesquisas atrav\u00e9s de v\u00e1rios ficheiros, adivinhando os par\u00e2metros de pesquisa, poder\u00e1 poupar muita frustra\u00e7\u00e3o, poupar muito dinheiro \u00e0 sua empresa e fazer o seu cliente muito feliz. E vai faz\u00ea-lo parecer inteligente.<\/p>\n<h3 style=\"text-align: justify;\"><span data-story-id=\"story_5eaa4c05cac07f26ef756aba955e9703\" data-room-id=\"room_d3c1e182c20485489472dff419c0923f\" data-timestamp=\"1485800579575\" data-text=\"What is a helpdesk database?\" data-userid=\"800745871890653184\" data-orgid=\"425220639864197120\">O que \u00e9 uma base de dados de helpdesk?<\/span><img><\/h3>\n<p style=\"text-align: justify;\">Uma base de dados helpdesk, como o nome indica, permite-lhe olhar de forma r\u00e1pida e eficiente atrav\u00e9s dos seus bilhetes problem\u00e1ticos, porque a base de dados \u00e9 constru\u00edda a partir da informa\u00e7\u00e3o nos seus bilhetes problem\u00e1ticos. Claro que isto implica que voc\u00ea use o julgamento em termos de quais as informa\u00e7\u00f5es que inclui na base de dados e como conecta as v\u00e1rias entidades dentro da base de dados.<\/p>\n<h3 style=\"text-align: justify;\"><span data-story-id=\"story_5eaa4c05cac07f26ef756aba955e9703\" data-room-id=\"room_d3c1e182c20485489472dff419c0923f\" data-timestamp=\"1485800579575\" data-text=\"What are the properties of a helpdesk database?\" data-userid=\"800745871890653184\" data-orgid=\"425220639864197120\">Quais s\u00e3o as propriedades de uma base de dados helpdesk?<\/span><img><\/h3>\n<p style=\"text-align: justify;\">Uma base de dados helpdesk deve fornecer o seguinte:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Informa\u00e7\u00f5es do cliente &#8211; registo de chamada, localiza\u00e7\u00e3o, outras informa\u00e7\u00f5es pertinentes<\/li>\n<li>Estado do bilhete (resolvido\/n\u00e3o resolvido\/em curso)<\/li>\n<li>Um registo da categoria (hardware, navegador, problemas de acesso, problemas de nome de utilizador\/palavra-passe, etc)<\/li>\n<li>Fornecer um registo e an\u00e1lise do problema<\/li>\n<li>Um registo da solu\u00e7\u00e3o<\/li>\n<li>Uma entrada de dados na sua base de conhecimentos<\/li>\n<li>A capacidade de consulta com base nas entradas de todos os bilhetes de ajuda anteriores por catergories e conte\u00fados<\/li>\n<li>A capacidade de gerar relat\u00f3rios classificados que podem ajudar na an\u00e1lise<\/li>\n<\/ul>\n<h3 style=\"text-align: justify;\"><span data-story-id=\"story_5eaa4c05cac07f26ef756aba955e9703\" data-room-id=\"room_d3c1e182c20485489472dff419c0923f\" data-timestamp=\"1485800579575\" data-text=\"What is the anatomy of a helpdesk ticket\" data-userid=\"800745871890653184\" data-orgid=\"425220639864197120\">Qual \u00e9 a anatomia de um bilhete de ajuda?<\/span> <img><\/h3>\n<p style=\"text-align: justify;\">O que voc\u00ea deve incluir em um bilhete helpdesk? Em geral, o bilhete helpdesk consiste no seguinte:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Informa\u00e7\u00f5es de contato do cliente<\/li>\n<li>Um n\u00famero de identifica\u00e7\u00e3o de problemas atribu\u00eddo a helpdesk<\/li>\n<li>Localiza\u00e7\u00e3o do cliente (edif\u00edcio, quarto, etc) para poss\u00edvel utiliza\u00e7\u00e3o em an\u00e1lise<\/li>\n<li>Data e hora de origem do bilhete<\/li>\n<li>Uma descri\u00e7\u00e3o do problema (do cliente)<\/li>\n<li>Uma an\u00e1lise da causa poss\u00edvel<\/li>\n<li>Estado do problema (aberto\/fechado\/em curso)<\/li>\n<li>Uma descri\u00e7\u00e3o da corre\u00e7\u00e3o<\/li>\n<li>Se elevado &#8211; a data e a hora da eleva\u00e7\u00e3o<\/li>\n<li>Outros itens dependendo da utiliza\u00e7\u00e3o geral da base de dados helpdesk.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">Uma base de dados helpdesk bem configurada, ou base de dados de atendimento ao cliente, \u00e9 a pedra angular absoluta de qualquer neg\u00f3cio. A base de dados, se configurada corretamente, permite que o helpdesk aprenda com os problemas. Ajuda-os a evitar reinventar a roda com cada problema. Fornece-lhes a informa\u00e7\u00e3o de que precisam para atacar rapidamente um problema, com um m\u00ednimo de tempo a tentar perceber qual poder\u00e1 ser a origem da quest\u00e3o.<\/p>\n<p style=\"text-align: justify;\">Problemas de login? Oitenta por cento das vezes (como exemplo) o problema \u00e9 que o teclado deles est\u00e1 no bloqueio da Caixa Superior. Pergunte-lhes sobre isso e o problema est\u00e1 resolvido. A base de dados do balc\u00e3o de ajuda pode ser a fonte de corre\u00e7\u00f5es r\u00e1pidas. Tamb\u00e9m pode impedir que ando por becos sem sa\u00edda. Se uma solu\u00e7\u00e3o poss\u00edvel n\u00e3o funcionou nas primeiras vinte vezes, provavelmente n\u00e3o funcionar\u00e1 desta vez.<\/p>\n<p style=\"text-align: justify;\">A OneDesk oferece-lhe a capacidade de bilhete helpdesk que lhe permite fazer uma an\u00e1lise r\u00e1pida e ter certeza de encontrar a solu\u00e7\u00e3o da primeira vez. A tua equipa poupa tempo e dinheiro.<\/p>\n<p>&nbsp;<\/p>\n<p>Cr\u00e9dito fotogr\u00e1fico: &#8220;Ticket&#8221; \/ LilNecker \/ <a href=\"https:\/\/creativecommons.org\/licenses\/by-sa\/2.0\/legalcode\">CC BY<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A Anatomia B\u00e1sica da Base de Dados helpdesk N\u00e3o devias ter de pesquisar a resposta para o mesmo, ou problema de TI semelhante sempre que aparece. Precisa de uma base de dados de ajuda. Voc\u00ea deve ser capaz de pesquisar em uma pilha de bilhetes de ajuda, encontrar o problema, ou um problema semelhante, e [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":76360,"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-76354","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 v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>A Anatomia B\u00e1sica da Base de Dados de Helpdesk | OneDesk HelpDesk App<\/title>\n<meta name=\"description\" content=\"Uma base de dados de helpdesk bem desenhada faz mais do que acompanhar os problemas. 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