Tip #2: ¿Qué es un ticket en Zoho Desk?

Tip #2: ¿Qué es un ticket en Zoho Desk?

Tips and Tricks #2 para Zoho Desk, por Lorenza Pasca

¡Hola!

Te damos la bienvenida de vuelta a nuestra cita con Trips and Tricks de Zoho Desk. Aquí te compartiremos algunos consejos fáciles para usar esta herramienta de la mejor forma y descubrir funciones especiales. Gracias a un software como Zoho Desk, puedes automatizar muchas partes del servicio al cliente y, en consecuencia, aumentar la satisfacción general del cliente. 

¿Qué es un ticket?
Los tickets son solicitudes de asistencias que nuestros clientes nos hacen llegar y que contienen todos los detalles para que les podamos asistir de la mejor forma. Además de incidencia, los tickets pueden contener mensajes de agradecimiento o peticiones de más información.

Los clientes pueden comunicarse con los departamentos de tu empresa por distintas vías que desde ahora en adelante llamaremos canales. Algunos de estos son:
  • Página web
  • Formulario de soporte desde la web 
  • Número de teléfono
  • Mensaje desde uno de los widgets
  • Foro de la comunidad
  • Twitter
  • Facebook
Cada vez que recibimos un mensaje por uno de los canales descritos, se creará automáticamente un ticket en nuestro portal de Zoho Desk. De forma alternativa, podemos crear un ticket manualmente haciendo clic en el (+) en la parte superior de la barra de herramientas. 

¿Cómo se responde a un ticket?
Para responder a una solicitud tendremos que abrir el ticket y hacer clic en el botón "responder a todos" o "responder" para contestar solo a una persona. Todas las respuestas y las modificaciones quedarán registradas en el ticket. 

¿Quién puede responder a un ticket?
Los ticket se asignarán internamente, según el proceso definido, a la persona responsable de la atención al cliente, que llamamos agente. Podrás asignar a cada agente el perfil correspondiente al nivel de acceso que va a necesitar para desarrollar sus funciones. Algunos de los perfiles más comunes son el de administrador de asistencia (tiene permisos para todas las funcionalidades), el de agente (permisos limitados) y de agente ligero (permisos muy limitados) y de ellos hablaremos en el próximo tip de Zoho Desk.

¿Cuáles son los campos predeterminados? 
En un ticket estándar, algunos de los campos predeterminados más importantes son:
  • El estado indica la vida útil de un ticket, desde que se abre hasta su cierre.
  • La fecha de vencimiento de un ticket te ayuda a cumplir con los plazos que hayas establecido internamente para la atención al cliente.
  • Para priorizar el trabajo diario de los agentes es útil establecer niveles de prioridad.
  • Categoría y sub categoría: estos son campos adicionales que facilitan el proceso de asignación de los tickets al agente correcto en el momento correcto. Se pueden agregar valores personalizados al campo categoría y organizarlo por sub categoría. Por ejemplo, cuando un visitante de tu página web selecciona 'defectuoso' en Categoría, puede mostrar los valores de sub categoría asociados, como en garantía, fuera de garantía, garantía extendida, etc. Esto permitirá que el ticket se asocie a la persona, departamento o equipo apropiados.
  • Por último, un agente puede agregar en este campo los archivos que sean relevantes para un ticket como adjuntos. Los clientes pueden enviar correos electrónicos con archivos adjuntos, que se trasferirán de forma automática a los tickets creados en Zoho Desk. 
Además de estos campos de ticket estándar, en Zoho Desk puedes crear campos personalizados que satisfagan las necesidades de tu proceso de soporte al cliente. Para crearlos, puedes ir a Ajustes >> Personalización >> Diseños y campos >> Lista de campos >> botón en alto a la derecha Crear o editar campo. 



¡Muchas gracias por leernos! No te pierdas los próximos Tips and Tricks de Zoho Desk. Y no te olvides comentar este post si quieres que te resolvamos cualquier duda.

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