{"id":195,"date":"2024-08-23T00:10:33","date_gmt":"2024-08-22T17:10:33","guid":{"rendered":"https:\/\/standalonesoft.com\/?post_type=product&p=195"},"modified":"2026-03-02T02:14:12","modified_gmt":"2026-03-01T19:14:12","slug":"bedesk-customer-support-software-helpdesk-ticketing-system","status":"publish","type":"product","link":"https:\/\/standalonesoft.com\/vi\/san-pham\/bedesk-customer-support-software-helpdesk-ticketing-system\/","title":{"rendered":"BeDesk – Customer Support Software & Helpdesk Ticketing System"},"content":{"rendered":"

BeDesk<\/strong> l\u00e0 m\u1ed9t ph\u1ea7n m\u1ec1m h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd v\u00e9 (ticketing system) m\u1ea1nh m\u1ebd, thi\u1ebft k\u1ebf \u0111\u1ec3 gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c qu\u1ea3n l\u00fd v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. N\u00f3 cung c\u1ea5p m\u1ed9t n\u1ec1n t\u1ea3ng n\u01a1i kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1eedi c\u00e1c y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 v\u00e0 \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 x\u1eed l\u00fd v\u00e0 qu\u1ea3n l\u00fd c\u00e1c y\u00eau c\u1ea7u n\u00e0y m\u1ed9t c\u00e1ch t\u1eadp trung.<\/p>\n

C\u00e1c t\u00ednh n\u0103ng ch\u00ednh c\u1ee7a BeDesk:<\/strong><\/p>\n

1. H\u1ec7 th\u1ed1ng ticketing:<\/strong>
\n – BeDesk cung c\u1ea5p h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd ticket m\u1ea1nh m\u1ebd, n\u01a1i m\u1ed7i y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c theo d\u00f5i d\u01b0\u1edbi d\u1ea1ng m\u1ed9t ticket ri\u00eang bi\u1ec7t.
\n – C\u00e1c ticket \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i, \u01b0u ti\u00ean, v\u00e0 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c g\u00e1n cho c\u00e1c th\u00e0nh vi\u00ean ho\u1eb7c nh\u00f3m c\u1ee5 th\u1ec3 trong \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3.
\n – Qu\u1ea3n l\u00fd SLA (Service Level Agreement) \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c ticket \u0111\u01b0\u1ee3c x\u1eed l\u00fd trong khung th\u1eddi gian \u0111\u00e3 th\u1ecfa thu\u1eadn.<\/p>\n

2. C\u01a1 s\u1edf ki\u1ebfn th\u1ee9c (Knowledge Base):<\/strong>
\n – BeDesk cho ph\u00e9p t\u1ea1o c\u01a1 s\u1edf ki\u1ebfn th\u1ee9c, n\u01a1i l\u01b0u tr\u1eef c\u00e1c t\u00e0i li\u1ec7u h\u01b0\u1edbng d\u1eabn, FAQs, v\u00e0 b\u00e0i vi\u1ebft li\u00ean quan \u0111\u1ec3 h\u1ed7 tr\u1ee3 ng\u01b0\u1eddi d\u00f9ng t\u1ef1 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 th\u00f4ng th\u01b0\u1eddng.
\n – C\u01a1 s\u1edf ki\u1ebfn th\u1ee9c n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c chia s\u1ebb c\u00f4ng khai ho\u1eb7c ch\u1ec9 cho ph\u00e9p n\u1ed9i b\u1ed9 s\u1eed d\u1ee5ng.<\/p>\n

3. T\u00f9y ch\u1ec9nh giao di\u1ec7n ng\u01b0\u1eddi d\u00f9ng:<\/strong>
\n – Ph\u1ea7n m\u1ec1m n\u00e0y cung c\u1ea5p kh\u1ea3 n\u0103ng t\u00f9y ch\u1ec9nh giao di\u1ec7n \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi th\u01b0\u01a1ng hi\u1ec7u v\u00e0 giao di\u1ec7n c\u1ee7a c\u00f4ng ty b\u1ea1n.
\n – C\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng thay \u0111\u1ed5i m\u00e0u s\u1eafc, logo, v\u00e0 giao di\u1ec7n t\u1ed5ng th\u1ec3 m\u00e0 kh\u00f4ng c\u1ea7n vi\u1ebft m\u00e3.<\/p>\n

4. \u0110a ng\u00f4n ng\u1eef:<\/strong>
\n – H\u1ed7 tr\u1ee3 \u0111a ng\u00f4n ng\u1eef, gi\u00fap b\u1ea1n c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho nhi\u1ec1u qu\u1ed1c gia v\u1edbi c\u00e1c ng\u00f4n ng\u1eef kh\u00e1c nhau.<\/p>\n

5. Qu\u1ea3n l\u00fd ng\u01b0\u1eddi d\u00f9ng v\u00e0 vai tr\u00f2:<\/strong>
\n – BeDesk cho ph\u00e9p qu\u1ea3n l\u00fd chi ti\u1ebft quy\u1ec1n truy c\u1eadp c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, gi\u00fap ph\u00e2n quy\u1ec1n cho c\u00e1c th\u00e0nh vi\u00ean trong \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 v\u00e0 \u0111\u1ea3m b\u1ea3o t\u00ednh b\u1ea3o m\u1eadt.
\n – Ng\u01b0\u1eddi qu\u1ea3n tr\u1ecb c\u00f3 th\u1ec3 c\u1ea5p quy\u1ec1n d\u1ef1a tr\u00ean c\u00e1c vai tr\u00f2 kh\u00e1c nhau, t\u1eeb nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 \u0111\u1ebfn qu\u1ea3n l\u00fd.<\/p>\n

6. T\u00edch h\u1ee3p h\u1ec7 th\u1ed1ng email:<\/strong>
\n – BeDesk t\u00edch h\u1ee3p v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng email ph\u1ed5 bi\u1ebfn, gi\u00fap b\u1ea1n d\u1ec5 d\u00e0ng nh\u1eadn v\u00e0 g\u1eedi email tr\u1ef1c ti\u1ebfp t\u1eeb h\u1ec7 th\u1ed1ng.
\n – T\u1ef1 \u0111\u1ed9ng chuy\u1ec3n email th\u00e0nh ticket v\u00e0 l\u01b0u tr\u1eef to\u00e0n b\u1ed9 cu\u1ed9c h\u1ed9i tho\u1ea1i li\u00ean quan trong c\u00f9ng m\u1ed9t n\u01a1i.<\/p>\n

7. B\u00e1o c\u00e1o v\u00e0 ph\u00e2n t\u00edch:<\/strong>
\n – Ph\u1ea7n m\u1ec1m cung c\u1ea5p c\u00e1c c\u00f4ng c\u1ee5 b\u00e1o c\u00e1o m\u1ea1nh m\u1ebd gi\u00fap b\u1ea1n theo d\u00f5i hi\u1ec7u su\u1ea5t c\u1ee7a \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3, th\u1eddi gian ph\u1ea3n h\u1ed3i, v\u00e0 c\u00e1c th\u00f4ng s\u1ed1 kh\u00e1c.
\n – C\u00e1c b\u00e1o c\u00e1o c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c t\u00f9y ch\u1ec9nh v\u00e0 xu\u1ea5t ra \u0111\u1ecbnh d\u1ea1ng CSV \u0111\u1ec3 ph\u00e2n t\u00edch th\u00eam.
\n\"02\"
\n8. Live Chat:<\/strong>
\n – T\u00edch h\u1ee3p ch\u1ee9c n\u0103ng live chat cho ph\u00e9p ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp v\u1edbi \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3.
\n – Live chat c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p tr\u00ean website v\u00e0 d\u1ec5 d\u00e0ng qu\u1ea3n l\u00fd trong giao di\u1ec7n BeDesk.<\/p>\n

9. H\u1ed7 tr\u1ee3 API:<\/strong>
\n – BeDesk cung c\u1ea5p API m\u1ea1nh m\u1ebd, cho ph\u00e9p t\u00edch h\u1ee3p v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng kh\u00e1c nh\u01b0 CRM, ERP, ho\u1eb7c c\u00e1c ph\u1ea7n m\u1ec1m c\u1ee7a b\u00ean th\u1ee9 ba \u0111\u1ec3 \u0111\u1ed3ng b\u1ed9 h\u00f3a d\u1eef li\u1ec7u v\u00e0 qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng.<\/p>\n

10. T\u1ef1 \u0111\u1ed9ng h\u00f3a:<\/strong>
\n – H\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng h\u00f3a cho ph\u00e9p b\u1ea1n thi\u1ebft l\u1eadp c\u00e1c quy t\u1eafc v\u00e0 workflow \u0111\u1ec3 gi\u1ea3m thi\u1ec3u thao t\u00e1c th\u1ee7 c\u00f4ng, v\u00ed d\u1ee5 nh\u01b0 t\u1ef1 \u0111\u1ed9ng g\u00e1n ticket cho c\u00e1c nh\u00f3m li\u00ean quan d\u1ef1a tr\u00ean lo\u1ea1i y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

11. B\u1ea3o m\u1eadt:<\/strong>
\n – Cung c\u1ea5p c\u00e1c t\u00ednh n\u0103ng b\u1ea3o m\u1eadt m\u1ea1nh m\u1ebd bao g\u1ed3m m\u00e3 h\u00f3a d\u1eef li\u1ec7u, ki\u1ec3m so\u00e1t quy\u1ec1n truy c\u1eadp, v\u00e0 ghi l\u1ea1i c\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

L\u1ee3i \u00edch c\u1ee7a BeDesk:<\/strong><\/p>\n

– T\u0103ng hi\u1ec7u qu\u1ea3 qu\u1ea3n l\u00fd h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng: V\u1edbi h\u1ec7 th\u1ed1ng ticketing v\u00e0 c\u01a1 s\u1edf ki\u1ebfn th\u1ee9c t\u00edch h\u1ee3p, BeDesk gi\u00fap gi\u1ea3m t\u1ea3i cho \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 v\u00e0 t\u0103ng t\u1ed1c qu\u00e1 tr\u00ecnh gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.
\n– D\u1ec5 s\u1eed d\u1ee5ng: Giao di\u1ec7n ng\u01b0\u1eddi d\u00f9ng tr\u1ef1c quan gi\u00fap c\u00e1c th\u00e0nh vi\u00ean trong \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 d\u1ec5 d\u00e0ng l\u00e0m quen v\u00e0 s\u1eed d\u1ee5ng m\u00e0 kh\u00f4ng c\u1ea7n \u0111\u00e0o t\u1ea1o qu\u00e1 nhi\u1ec1u.
\n– Kh\u1ea3 n\u0103ng t\u00f9y ch\u1ec9nh cao: Ph\u1ea7n m\u1ec1m c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c c\u1ea5u h\u00ecnh v\u00e0 m\u1edf r\u1ed9ng \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee5 th\u1ec3 c\u1ee7a m\u1ed7i doanh nghi\u1ec7p.
\n– Gi\u00fap c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: V\u1edbi live chat v\u00e0 c\u01a1 s\u1edf ki\u1ebfn th\u1ee9c, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng ti\u1ebfp c\u1eadn v\u00e0 t\u00ecm ki\u1ebfm s\u1ef1 tr\u1ee3 gi\u00fap nhanh ch\u00f3ng, n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

\u0110\u1ed1i t\u01b0\u1ee3ng s\u1eed d\u1ee5ng BeDesk:<\/strong>
\nBeDesk ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf, \u0111\u1eb7c bi\u1ec7t l\u00e0 nh\u1eefng t\u1ed5 ch\u1ee9c c\u1ea7n m\u1ed9t gi\u1ea3i ph\u00e1p qu\u1ea3n l\u00fd h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p nh\u01b0ng kh\u00f4ng mu\u1ed1n \u0111\u1ea7u t\u01b0 v\u00e0o c\u00e1c h\u1ec7 th\u1ed1ng qu\u00e1 ph\u1ee9c t\u1ea1p v\u00e0 t\u1ed1n k\u00e9m. N\u00f3 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng b\u1edfi c\u00e1c ph\u00f2ng ban ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, k\u1ef9 thu\u1eadt, hay th\u1eadm ch\u00ed l\u00e0 c\u00e1c nh\u00f3m n\u1ed9i b\u1ed9 \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 t\u1eeb b\u00ean trong.<\/p>\n

Y\u00eau c\u1ea7u h\u1ec7 th\u1ed1ng:<\/strong>
\n– BeDesk c\u00f3 th\u1ec3 c\u00e0i \u0111\u1eb7t tr\u00ean m\u00e1y ch\u1ee7 c\u1ee7a b\u1ea1n ho\u1eb7c s\u1eed d\u1ee5ng d\u01b0\u1edbi d\u1ea1ng d\u1ecbch v\u1ee5 SaaS (Software as a Service).
\n– N\u00f3 y\u00eau c\u1ea7u PHP 7.1 ho\u1eb7c m\u1edbi h\u01a1n, MySQL\/MariaDB, v\u00e0 m\u1ed9t m\u00e1y ch\u1ee7 web nh\u01b0 Apache ho\u1eb7c Nginx \u0111\u1ec3 ch\u1ea1y.<\/p>\n

Ph\u1ea7n m\u1ec1m n\u00e0y \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 cao v\u1ec1 t\u00ednh linh ho\u1ea1t, kh\u1ea3 n\u0103ng m\u1edf r\u1ed9ng v\u00e0 t\u00edch h\u1ee3p, gi\u00fap c\u00e1c doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch t\u1ed1t nh\u1ea5t.<\/p>\n","protected":false},"excerpt":{"rendered":"

BeDesk<\/strong> l\u00e0 m\u1ed9t ph\u1ea7n m\u1ec1m h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd v\u00e9 (ticketing system), gi\u00fap doanh nghi\u1ec7p qu\u1ea3n l\u00fd c\u00e1c y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 t\u1eeb kh\u00e1ch h\u00e0ng th\u00f4ng qua h\u1ec7 th\u1ed1ng v\u00e9, h\u1ed7 tr\u1ee3 \u0111a k\u00eanh (email, live chat, m\u1ea1ng x\u00e3 h\u1ed9i), v\u00e0 cung c\u1ea5p c\u00e1c c\u00f4ng c\u1ee5 t\u1ef1 \u0111\u1ed9ng h\u00f3a, b\u00e1o c\u00e1o chi ti\u1ebft, c\u00f9ng v\u1edbi kh\u1ea3 n\u0103ng t\u00f9y ch\u1ec9nh giao di\u1ec7n v\u00e0 t\u00edch h\u1ee3p v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 kh\u00e1c. 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