{"id":9392,"date":"2023-12-14T10:40:10","date_gmt":"2023-12-14T08:40:10","guid":{"rendered":"https:\/\/www.kahunacrm.com\/magazine\/sin-categorizar\/incident-management-ticketing-system\/"},"modified":"2024-05-27T14:43:27","modified_gmt":"2024-05-27T12:43:27","slug":"caracteristicas-software-de-gestion-de-incidencias","status":"publish","type":"post","link":"https:\/\/www.kahunacrm.com\/es\/magazine\/freshservice-2\/caracteristicas-software-de-gestion-de-incidencias\/","title":{"rendered":"Software de gesti\u00f3n de incidencias: caracter\u00edsticas imprescindibles"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":10,"featured_media":8268,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_members_access_role":[],"_members_access_error":""},"categories":[216],"tags":[205,339,349,286],"class_list":["post-9392","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-freshservice-2","tag-freshservice-es","tag-freshservice-it-es","tag-itil-es","tag-service-desk-de-ti"],"acf":{"layout":[{"acf_fc_layout":"immagine_full_width_lay","titolo_opz":"<h2> Software de gesti\u00f3n de incidencias: caracter\u00edsticas imprescindibles<\/h2>","immaginefull_lay":8268,"link_video":""},{"acf_fc_layout":"solo_testo_lay","testo_lay":"Los <strong>software de gesti\u00f3n de incidencias<\/strong> son una herramienta valiosa para las organizaciones de todos los tama\u00f1os, ya que ayudan a mejorar la <strong>eficiencia y la eficacia en la gesti\u00f3n de los incidentes<\/strong>.\r\n\r\nEn el contexto de <strong>ITIL<\/strong>, un \"<strong>incidente<\/strong>\" se define como: <strong><em>un evento no planificado que causa o podr\u00eda causar una interrupci\u00f3n o una reducci\u00f3n en la <a href=\"https:\/\/www.kahunacrm.com\/es\/magazine\/freshservice-2\/gestion-de-incidentes-itil-empieza-a-controlarlo-con-freshservice\/\" target=\"_blank\" rel=\"noopener\">calidad de los servicios de TI<\/a><\/em><\/strong>.\r\n\r\nPor eso, las <strong>herramientas de ticketing<\/strong> son fundamentales a la hora de evitar interrupciones o impactos negativos en el funcionamiento de los servicios de TI.","bottoni":null},{"acf_fc_layout":"solo_testo_lay","testo_lay":"<h2>Sistema de gesti\u00f3n de tickets<strong>: 5 caracter\u00edsticas clave<\/strong><\/h2>\r\nLa <strong>gesti\u00f3n de incidencias<\/strong> es un proceso estructurado, en el que los incidentes son <strong>informados, registrados, categorizados, priorizados, monitoreados y resueltos.\u00a0<\/strong>\r\n\r\nPara que todo esto se ejecute de manera organizada y leal, el <strong>software de gesti\u00f3n de incidencias<\/strong> deber\u00eda contar con estas <strong>caracter\u00edsticas<\/strong>:\r\n\r\n&nbsp;\r\n<ul>\r\n \t<li><strong>Interfaz f\u00e1cil de usar con soporte multicanal: <\/strong>un software dif\u00edcil de usar genera frustraci\u00f3n entre los empleados.<\/li>\r\n<\/ul>\r\nCon <strong>Freshservice<\/strong>, puedes dise\u00f1ar tu <strong>software de manera intuitiva<\/strong> para que, incluso los empleados no relacionados con TI, encuentren lo que est\u00e1n buscando sin dificultad.\r\n\r\n&nbsp;\r\n<ul>\r\n \t<li><strong>Automatizaciones basadas en inteligencia artificial:<\/strong> La IA permite dirigir los tickets a la persona o equipo adecuado.<\/li>\r\n<\/ul>\r\n<strong>La automatizaci\u00f3n es una excelente manera de implementar un proceso unificado<\/strong> y satisfacer las necesidades de los empleados.\r\n\r\nEsto tambi\u00e9n permite <strong>ahorrar tiempo a los equipos de TI<\/strong>, pues no tienen que preocuparse por las actividades manuales y pueden priorizar las tareas m\u00e1s importantes.\r\n\r\n&nbsp;\r\n<ul>\r\n \t<li><strong>Alertas y notificaciones en tiempo real:<\/strong> las notificaciones mantienen a<strong> todas las partes actualizadas sobre el progreso del incidente. <\/strong>\u00a0Lo anterior ayuda a planear, organizar y ahorrar tiempo.<\/li>\r\n<\/ul>\r\n&nbsp;\r\n<ul>\r\n \t<li><strong>Integraciones con otros software: <\/strong>la integraci\u00f3n del<strong>\u00a0software de gesti\u00f3n de incidencias<\/strong> con <strong>otros service desk TI <\/strong>es \u00fatil en t\u00e9rminos de comunicaci\u00f3n, en el uso de datos o en las solicitudes de cambio o notificaciones.<\/li>\r\n<\/ul>\r\n&nbsp;\r\n<ul>\r\n \t<li><strong>Compatible <\/strong>con<strong> dispositivos m\u00f3viles: <\/strong>actualmente, la mayor\u00eda de los empleados prefieren acceder al sistema de<strong> gesti\u00f3n de incidencias<\/strong><a href=\"https:\/\/www.kahunacrm.com\/es\/magazine\/freshservice-2\/agente-virtual-mejora-la-productividad-en-la-empresa\/\" target=\"_blank\" rel=\"noopener\"><strong> a trav\u00e9s de sus celulares<\/strong>.<\/a><\/li>\r\n<\/ul>","bottoni":null},{"acf_fc_layout":"immagine_full_width_lay","titolo_opz":"","immaginefull_lay":8271,"link_video":""},{"acf_fc_layout":"solo_testo_lay","testo_lay":"<h2>Freshservice: herramienta de gesti\u00f3n de ticketing<\/h2>\r\nCon <a href=\"https:\/\/www.kahunacrm.com\/es\/soluciones-en-la-nube\/it-service-desk-freshservice\/\" target=\"_blank\" rel=\"noopener\"><strong>Freshservice<\/strong><\/a>, los usuarios finales <strong>pueden acceder al soporte t\u00e9cnico a trav\u00e9s de m\u00faltiples canales<\/strong> como: <strong>correo electr\u00f3nico, portal de autoservicio, aplicaci\u00f3n m\u00f3vil, tel\u00e9fono o atenci\u00f3n presencial.<\/strong>\r\n\r\nAdem\u00e1s, <strong>Freddy AI<\/strong>, la Inteligencia Artificial de <strong>Freshservice<\/strong>, asigna<strong> autom\u00e1ticamente la prioridad a los tickets seg\u00fan su impacto y urgencia<\/strong>. De esta manera, tendr\u00e1s visibilidad sobre todos<strong> tus tickets a trav\u00e9s de un panel \u00fanico de control<\/strong>, monitoreando su progreso de forma permanente.\r\n\r\nEsto tambi\u00e9n permite <strong>gestionar una base de conocimientos \u00fanica<\/strong>, de tal forma que los usuarios podr\u00e1n resolver sus <strong>requerimientos de TI de forma aut\u00f3noma<\/strong> desde el <a href=\"https:\/\/www.kahunacrm.com\/es\/magazine\/freshservice-2\/optimiza-metricas-con-el-chatbot-de-base-de-conocimientos\/\" target=\"_blank\" rel=\"noopener\"><strong>portal de autoservicio.<\/strong><\/a>\r\n\r\nEl <strong>sistema de ticketing <\/strong>de <a href=\"https:\/\/www.freshworks.com\/latam\/freshservice\/\" target=\"_blank\" rel=\"noopener\"><strong>Freshservice<\/strong><\/a> tiene muchas m\u00e1s funcionalidades que te permitir\u00e1n <strong>optimizar recursos y maximizar la eficiencia<\/strong> de tus procesos.","bottoni":[{"cta":{"text":"CONOCE M\u00c1S EN NUESTRA CONSULTA GRATUITA","link":"https:\/\/calendar.google.com\/calendar\/u\/0\/appointments\/schedules\/AcZssZ1Ep3Gh1rrjVJmy03t0onM73qy5xeqgXrU8i9kEy4f3qhCi4v77sCDVOJng54N2SudEwX4x055W","layout":"full","target_blank":true}}]}]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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