Technical support request processing method

Abstract

The invention discloses a technical support request processing method, which comprises the steps of service support request initiation, service desk end auditing, system order sending, engineer processing and user evaluation feedback, standardizes the service acceptance flow, improves the service acceptance efficiency, and provides a technical support service process which is lack of corresponding recording and tracking. According to the technical scheme, the problem that events are difficult to backtrack after the event is solved, both a user and a management side can perform whole-process tracking on the event acceptance situation progress by querying an event list, and the establishment of an event list mechanism promotes the standardization of the process, ensures the traceability of the whole service process, enhances the management capability of a service desk and improves the office efficiency.

Description

Technical Field

[0001] The present invention relates to a method, more specifically, to a method for processing technical support requests, belonging to the field of computer technology in banking business. Background Art

[0002] With the development and popularization of science and technology, computer terminals, printers and other equipment have been widely popularized and applied in modern office systems. The problem that follows is that many users are unable to solve various technical problems encountered when using modern office systems by themselves. Therefore, it is particularly important to provide users with technical support services.

[0003] In the existing enterprise technical support service process, users usually contact technical personnel directly or indirectly, the service acceptance method is single and inefficient, the standardization of the process cannot be guaranteed, and the technical support service process lacks corresponding records and tracking, making it difficult to manage and trace events afterwards. Summary of the invention

[0004] In order to solve the above-mentioned existing technical problems, the present invention provides a method for processing technical support requests with technical characteristics that can promote the standardization of processes, ensure the traceability of the entire service process, enhance the management capabilities of the service desk, and improve office efficiency.

[0005] In order to achieve the above object, the present invention is implemented by the following technical solutions:

[0006] The present invention provides a method for processing a technical support request, the method comprising the following steps:

[0007] Step 101, service support request initiation: when the user cannot handle the technical problem, a technical support service request is initiated through the system, requesting a technical engineer located at the reminder terminal to go to the site to assist in solving the problem; the system includes a service desk end, a reminder terminal, a display end, a processor for executing instructions, and a memory for storing programs that are connected in communication, and the service desk end, the reminder terminal, the display end, the processor, and the memory are all connected on a bus; when the program located on the memory is executed by the processor, the following steps are performed;

[0008] Step 102, service desk review: After the user submits a technical support request, an event ticket corresponding to the technical support request and identified by a unique event ID is generated. The event ticket will be transferred to the service desk for review. After the review is completed, the service desk will dispatch the event ticket to the reminder terminal to remind the engineer to handle the situation on site;

[0009] Step 103, system dispatch: After the incident ticket is reviewed by the service desk in step S102, it enters the system dispatch link. According to the system processing result, the incident ticket will be transferred to the to-do list module of the engineer reminder terminal. The engineer can view the incident tickets that need to be processed in the to-do list module and collect the incident tickets through the printer connected to the system;

[0010] Step 104, engineer processing: the engineer claims the event ticket in the to-do list module and provides technical support to the user at the site according to the relevant information of the event ticket;

[0011] Step 105, user evaluation feedback: the engineer enters relevant processing information through the reminder terminal, ends the event ticket, and enters the user evaluation stage, where the user can evaluate the technical support service associated with the event ticket.

[0012] Preferably, the technical support request initiation method in step 101 includes two categories:

[0013] 1: Initiated by the user. The user uses the online service function module in the system. The user needs to fill in the event title, content, and service address fields in the event entry column module according to the actual situation. The user information is automatically associated with the personal information of the currently logged-in user, and the user can choose to upload attachments through the transmission module according to the event processing needs;

[0014] 2. Initiated by the service desk, the service desk accepts the user's technical support request. In the event entry column module of the event entry system, the event title, content, and service address fields are generated by the service desk, and the user information is automatically associated and completed based on the system acquisition. If the user information association fails to be completed or needs to be modified, the service desk staff will manually adjust the user information.

[0015] Preferably, the service desk review process includes two methods: automatic and manual:

[0016] The automatic method follows the following business rules: After the service desk receives the service ticket, the system automatically makes a judgment based on the event ticket information. The judgment rule is: If the user's organization is at the provincial or municipal level, the system will assign the service ticket to the engineer or engineer group corresponding to the region where the user's organization is located; if the user's organization is a directly-administered organization, a subsidiary company, or the organization field information is not obtained, the matching rule cannot be matched, and the manual processing stage is entered;

[0017] Manual processing follows the following business rules: When the automatic processing method fails, manual intervention is performed. The service desk staff will assign the incident ticket to the engineer or engineer group in the corresponding area based on the service address in the incident ticket and the required matching rules.

[0018] Preferably, in step S103, for the to-do items in the to-do list module that have not been collected within the time limit, the SMS reminder module of the integrated management platform in the system will be called to remind the engineer.

[0019] Preferably, in step S104, this link will add a processing status column module to the event form interface on the display end, and the information in the processing status column module includes: order dispatcher, processor, processor's phone number, status, order dispatch time, order acceptance time, completion time, and processing status; the order dispatcher, processor, and processor's phone number are associated with the processing users of the previous and subsequent links. When the status of the event form changes, the order dispatch time, order acceptance time, and completion time are automatically read from the system time and filled in, and the processing status is filled in by the engineer according to the actual situation.

[0020] Preferably, in step S105, this link will add a user evaluation column module to the event single interface on the display end, and the information in the user evaluation column module includes: user satisfaction and user feedback.

[0021] Beneficial effects: It standardizes the service acceptance process and improves the efficiency of service acceptance. For the problem of lack of corresponding records and tracking during the technical support service process and difficulty in tracing back the incident afterwards, both users and management can track the progress of the incident acceptance process by querying the incident ticket. The establishment of the incident ticket mechanism promotes the standardization of the process, ensures the traceability of the entire service process, strengthens the management ability of the service desk, and improves office efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0022] Figure 1 It is a schematic flow chart of the method of the present invention.

[0023] Figure 2 It is a schematic diagram of a partial framework structure of the system of the present invention. DETAILED DESCRIPTION

[0024] The following will be combined with the accompanying drawings to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.

[0025] like Figure 1-2 A specific embodiment of a method for processing a technical support request is shown. The embodiment is a method for processing a technical support request, and the method includes the following steps:

[0026] Step 101, service support request initiation: when the user cannot handle the technical problem (when the user encounters a technical problem that cannot be solved in daily office work, he needs to initiate a technical support service request and request a technical engineer to go to the site to assist in solving it), a technical support service request is initiated through the system to request a technical engineer located at the reminder terminal to go to the site to assist in solving it; the system includes a service desk end, a reminder terminal, a display end, a processor for executing instructions, and a memory for storing programs that are connected in communication. The service desk end, the reminder terminal, the display end, the processor, and the memory are all connected on a bus. The reminder terminal includes a mobile device such as a mobile phone, a computer, and a tablet. When the program located on the memory is executed by the processor, the following steps are performed;

[0027] There are two ways to initiate a technical support request: one: initiated by the user side, the user uses the online service function module in the system (the user logs in with his own account and password), and the user needs to fill in the event ticket title, content, and service address fields in the event entry column module according to the actual situation, and the user information (including the applicant's name, applicant's mobile phone number, and applicant organization name) is automatically associated with the personal information of the currently logged-in user, and the user can choose to upload attachments through the transmission module according to the needs of event processing; two: initiated by the service desk side (preferably triggered by the user calling a unified service number), the service desk side accepts the user's technical support request, wherein in the event entry column module in the event entry system, the event ticket title, content, and service address fields are generated by the service desk side, and the user information is automatically associated and completed based on the system acquisition. If the user information association completion fails or needs to be modified, the personnel at the service desk side manually adjust the user information;

[0028] Step 102, service desk review: after the user submits a technical support request, an event sheet corresponding to the technical support request and identified by a unique event ID is generated, and the event sheet will be transferred to the service desk for review. After the review is completed, the service desk will dispatch the event sheet to the reminder terminal to remind the engineer to handle the situation on site. After the event sheet is generated, a unique event ID is generated. Subsequently, the event sheet is queried, tracked, and transferred based on the unique event ID, and a status ID is generated. The ID will change in subsequent steps as the event link changes.

[0029] The service desk review process includes two methods: automatic and manual:

[0030] 1. The automatic method follows the following business rules: After receiving the service ticket, the system automatically makes a judgment based on the event ticket information. The judgment rule is: if the user's organization is at the provincial or municipal level, the system will assign the service ticket to the engineer or engineer group corresponding to the region where the user's organization is located; if the user's organization is a directly-administered organization, a subsidiary company, or the organization field information is not obtained, the matching rule cannot be matched, and the manual processing stage is entered;

[0031] Second, manual processing follows the following business rules: In the event that the automatic processing method fails, manual intervention is performed. The service desk staff assigns the incident ticket to the engineer or engineer group in the corresponding area according to the service address in the incident ticket and the required matching rules;

[0032] Step 103, system dispatch: After the event sheet is reviewed by the service desk in step S102, it enters the system dispatch link. According to the system processing result, the event sheet will be transferred to the to-do list module of the engineer reminder terminal. The engineer can view the event sheets that need to be processed in the to-do list module and collect the event sheets through the printer connected to the system; for the to-do items in the to-do list module that have not been collected within the time limit, the SMS reminder module of the integrated management platform in the system will be called to remind the engineer;

[0033] Step 104, engineer processing: the engineer claims the event sheet in the to-do list module, and provides technical support to the user at the site according to the relevant information of the event sheet; this link will add a processing status column module to the event sheet interface on the display end, and the information in the processing status column module includes: dispatcher, handler, handler's phone number, status, dispatch time, order acceptance time, completion time, and processing status; the dispatcher, handler, and handler's phone number are associated with the system according to the processing user of the previous and subsequent links, and the dispatch time, order acceptance time, and completion time are automatically read from the system time for filling in when the event sheet status changes, and the processing status is filled in by the engineer according to the actual situation;

[0034] Step 105, user evaluation feedback: the engineer enters relevant processing information through the reminder terminal, ends the event ticket, and enters the user evaluation stage. The user can evaluate the technical support service associated with the event ticket. This stage will add a user evaluation column module to the event ticket interface on the display end. The information in the user evaluation column module includes: user satisfaction and user feedback.

[0035] The technical solution of this application is preferably based on the comprehensive management service platform of the Zhejiang Branch of China Construction Bank or its extended system, and uses a process engine to complete the initiation, review, processing, evaluation, support for parallel, multi-node, circular processes, distribution nesting and other functions of event sheets.

[0036] Finally, it should be noted that the present invention is not limited to the above embodiments, and there are many variations. All variations that can be directly derived or associated with the content disclosed by ordinary technicians in this field should be considered as the protection scope of the present invention.

Claims

1. A method for processing a technical support request, characterized in that The method comprises the following steps: Step 101, service support request initiation: when the user cannot handle the technical problem, a technical support service request is initiated through the system, requesting a technical engineer located at the reminder terminal to go to the site to assist in solving the problem; the system includes a service desk end, a reminder terminal, a display end, a processor for executing instructions, and a memory for storing programs that are connected in communication, and the service desk end, the reminder terminal, the display end, the processor, and the memory are all connected on a bus; when the program located on the memory is executed by the processor, the following steps are performed; Step 102, service desk review: After the user submits a technical support request, an event ticket corresponding to the technical support request and identified by a unique event ID is generated. The event ticket will be transferred to the service desk for review. After the review is completed, the service desk will dispatch the event ticket to the reminder terminal to remind the engineer to handle the situation on site; Step 103, system dispatch: After the incident ticket is reviewed by the service desk in step S102, it enters the system dispatch link. According to the system processing result, the incident ticket will be transferred to the to-do list module of the engineer reminder terminal. The engineer can view the incident tickets that need to be processed in the to-do list module and collect the incident tickets through the printer connected to the system; Step 104, engineer processing: the engineer claims the event ticket in the to-do list module and provides technical support to the user at the site according to the relevant information of the event ticket; Step 105, user evaluation feedback: the engineer enters relevant processing information through the reminder terminal, ends the event ticket, and enters the user evaluation stage, where the user can evaluate the technical support service associated with the event ticket.

2. A method for processing a technical support request according to claim 1, characterized in that: There are two ways to initiate a technical support request in step 101: 1: Initiated by the user. The user uses the online service function module in the system. The user needs to fill in the event title, content, and service address fields in the event entry column module according to the actual situation. The user information is automatically associated with the personal information of the currently logged-in user, and the user can choose to upload attachments through the transmission module according to the event processing needs; 2. Initiated by the service desk, the service desk accepts the user's technical support request. In the event entry column module of the event entry system, the event title, content, and service address fields are generated by the service desk, and the user information is automatically associated and completed based on the system acquisition. If the user information association fails to be completed or needs to be modified, the service desk staff will manually adjust the user information.

3. A method for processing a technical support request according to claim 1, characterized in that: The service desk review process includes two methods: automatic and manual: The automatic method follows the following business rules: After the service desk receives the service ticket, the system automatically makes a judgment based on the event ticket information. The judgment rule is: If the user's organization is at the provincial or municipal level, the system will assign the service ticket to the engineer or engineer group corresponding to the region where the user's organization is located; if the user's organization is a directly-administered organization, a subsidiary company, or the organization field information is not obtained, the matching rule cannot be matched, and the manual processing stage is entered; Manual processing follows the following business rules: When the automatic processing method fails, manual intervention is performed. The service desk staff will assign the incident ticket to the engineer or engineer group in the corresponding area based on the service address in the incident ticket and the required matching rules.

4. A method for processing a technical support request according to claim 1, 2 or 3, characterized in that: In step S103, for the to-do items in the to-do list module that have not been collected within the time limit, the SMS reminder module of the integrated management platform in the system will be called to remind the engineer.

5. A method for processing a technical support request according to claim 1, 2 or 3, characterized in that: In step S104, this link will add a processing status column module to the event form interface on the display end. The information in the processing status column module includes: dispatcher, processor, processor's phone number, status, dispatch time, order acceptance time, completion time, and processing status; the dispatcher, processor, and processor's phone number are associated with the processing users of the previous and subsequent links. When the status of the event form changes, the dispatch time, order acceptance time, and completion time are automatically read from the system time and filled in. The processing status is filled in by the engineer according to the actual situation.

6. A method for processing a technical support request according to claim 1, 2 or 3, characterized in that: In step S105, this link will add a user evaluation column module to the event single interface on the display end, and the information in the user evaluation column module includes: user satisfaction and user feedback.

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