Tsarin taimako & tikiti
Rikodin yana zuwa a matsayin bayanin ciki a tikitin da ma’aikaci ya riga ya buɗe - ba sabon shari’ar da babu wanda ya nema ba.
1. Tambayar da wannan fasalin ya fara amsawa
Wane tikiti?
Ƙirƙirar tikiti ga kowane zaman da aka gane zai zama saƙon banza: ƙungiyar taimako za ta sami shari’o’in da babu wanda ya buɗe. Ƙara bayani ga kowane tikiti da mutumin ya taɓa rubutawa ma zai zama saƙon banza, sai dai a hankali.
Don haka: bayanin ciki a sabon tikitin mai aikawa da yake BUƊE. Idan babu tikiti a buɗe, babu abin da yake faruwa kwata-kwata. Ta haka ba ma taɓa ƙirƙirar shari’ar da abokin ciniki bai fara ba, kuma ma’aikaci yana samun rikodi a ainihin wurin da yake duba tuni.
Na ciki, ba na jama’a ba ko yaushe. Hanyar tana kaiwa cikin MousePlayer. Bai kamata abokin ciniki ya gan ta ba, kuma ba zai iya bi ta ba ko ta yaya.
2. Zendesk Support da Freshdesk
Ana goyon bayan duka, kuma suna warware aiki ɗaya ta hanyoyi dabam. Ba a buƙatar damuwa da hakan - amma yana bayyana dalilin da fom yake neman abubuwa masu ɗan bambanci.
| Zendesk Support | Freshdesk | |
|---|---|---|
| Subdomain | acme daga acme.zendesk.com | acme daga acme.freshdesk.com |
| Imel na ma’aikaci | ana buƙata - Zendesk yana shiga a matsayin email/token | ba a buƙata, a bar fanko |
| API token | Admin Center → Apps and integrations → APIs | Saitunan bayanan mutum |
| Bayanin yana zama | sharhin ciki a tikiti | bayanin sirri a tikiti |
A manna cikakken URL a filin subdomain idan hakan ya fi sauƙi - muna taƙaita shi zuwa bangaren da muke buƙata, don haka https://acme.zendesk.com/agent/tickets/1 yana zama acme.
3. Lokacin aiki
A lokacin da aka gane zama - idan gidan yanar gizo ya kira MousePlayer.setUserId(), idan gadar nazarinmu ta karanta distinct ID, ko idan saba na wurin ya kira wurin ƙarshen identify.
Sai da adireshin imel
Tikiti na mai aikawa ne, kuma tsarin taimako yana sanin wannan mai aikawa da imelnsa. Lambar kwangila ba ta kaiwa ko’ina a can, don haka ba a aika komai.
Sai ga tikitin da yake a buɗe
Ana tsallake tikitin da aka warware da wanda aka rufe. Bayani a shari’ar da babu wanda yake dubawa yanzu ba ya taimakon kowa, kuma zai dawo da rufaffen tikiti gaban ma’aikata ba tare da dalili ba.
Idan mai aikawa ba shi da tikiti a buɗe, ana ƙirgawa a matsayin an gama, ba gazawa ba - shi ne al’ada, kuma sake gwadawa ba zai sauya komai ba.
4. Abin da ma’aikaci yake gani
Bayanin ciki guda: MousePlayer: rikodin zama daga <email> sai hanyar. Dannawa guda sai a kalli ainihin abin da mutumin ya yi, kusa da abin da ya rubuta game da shi.
Inda wannan yake da amfani sosai
- Tikitin “ba ya aiki”. Rikodi yawanci yana nuna cikin sakan ashirin abin da zagaye uku na imel ba zai nuna ba.
- Matakan sake samarwa da babu wanda yake iya maimaitawa. Ba a sake buƙatar su ba - akwai zaman.
- Dannawa cikin fushi da dannawa marasa amsa da abokin ciniki bai taɓa ambata ba, domin yana ɗauka haka samfurin yake aiki.
Token ba ya taɓa barin sabarmu
Ana adana shi a ɓoye da AES-256-GCM, ba a sake nuna shi bayan ajiye ba, kuma da gangan ba a saka shi cikin layin cikin gida da yake ɗauke da aikin.
5. Help Scout, Front da Gorgias
Ƙarin tsare-tsaren taimako uku. Duka ukun suna saka bayanin ciki a tattaunawar da take a buɗe, kuma duka ukun suna isa can ta hanyoyi dabam.
| Abin da za a bayar | Subdomain | |
|---|---|---|
| Help Scout | client ID da client secret na manhajar ciki | ba a buƙata |
| Front | API token da ID na ɗan ƙungiya | ba a buƙata |
| Gorgias | imel na ma’aikaci da mabuɗin API | ana buƙata |
Help Scout yana musanya kafin ya yi magana
Ba ya karɓar client secret kai tsaye. Gadar tana musanya shi da token na shiga mai ɗan gajeren lokaci da farko - tsarin client credentials, wanda aka nufa don haɗin da yake aiki don kansa maimakon mai amfani. Token yana cikin ƙwaƙwalwa har ƙarshen lokacinsa; secret yana kasancewa a rumbun bayanai.
Sharhin Front yana buƙatar marubuci
Sharhi a Front yana bayyana da sunan ɗan ƙungiya, kuma API yana buƙatar ɗaya. Wannan shi ne abin da filin mai lakabin ma’aikaci yake ɗauke da shi a nan - ba bayanin shiga ba, ID ne kawai wanda bayanin yake ɗauke da sunansa.
Gorgias yana buƙatar tambayoyi biyu maimakon ɗaya
Jerin tikitinsa yana tacewa da customer_id kaɗai - babu tace imel. Don haka gadar tana neman abokin ciniki da farko sai ta nemi tikitinsa daga baya. Haka kuma ba ta iya tacewa ta matsayi, don haka ana zaɓar tikitin da yake a buɗe a ɓangarenmu, daidai yadda ake yi ga Freshdesk tuni.
Duk alamomin kasuwanci da aka ambata a nan na masu su ne. MousePlayer ba shi da alaƙar kasuwanci da waɗannan masu samarwa.