August 2018
Intermediate to advanced
496 pages
14h 35m
German
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
KAPITEL 3
Benutzeroberfläche
In den folgenden Abschnitten erfahren Sie, wie Sie Zugriff auf die Benutzeroberfläche von OTRS erhalten und wie Sie das Ticketsystem darüber bedienen.
Kunden und Agenten
OTRS unterscheidet zwei Personengruppen: So gibt es zunächst Kunden (englisch Customers), die eine Frage stellen, ein Problem melden oder sich über etwas beschweren.
Alle anderen Anwender von OTRS bezeichnet das Ticketsystem als Agenten (englisch Agents). Diese Personen beantworten und bearbeiten die Fragen der Kunden, wie etwa die Mitarbeiter in einem Callcenter, die Kundendienstmitarbeiter oder entsprechend ausgebildete Techniker. Zu den Agenten zählt OTRS aber auch Personen, die das Ticketsystem warten und einrichten. Damit die Mitarbeiter im Callcenter ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.