{"id":25,"date":"2023-10-17T10:13:10","date_gmt":"2023-10-17T10:13:10","guid":{"rendered":"https:\/\/www.gestionerichieste.help.polimi.it\/?page_id=25"},"modified":"2024-08-01T13:19:06","modified_gmt":"2024-08-01T13:19:06","slug":"rispondere","status":"publish","type":"page","link":"https:\/\/www.gestionerichieste.help.polimi.it\/?page_id=25","title":{"rendered":"Rispondere"},"content":{"rendered":"\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<p>Posso utilizzare questa funzione per diversi scopi di seguito descritti.<\/p>\n\n\n\n<p><strong>SITUAZIONE<\/strong>: il ticket \u00e8 di mia competenza, dopo averlo preso in gestione posso utilizzare il comando <strong>Risposta <\/strong>sia per chiedere informazioni aggiuntive all\u2019utente sia per evadere la richiesta e poi chiudere il ticket (nel caso in cui debba inviare un file contestualmente alla chiusura, altrimenti user\u00f2 la funzione <a href=\"https:\/\/www.gestionerichieste.help.polimi.it\/?page_id=27\" target=\"_blank\" rel=\"noreferrer noopener\">Chiudi<\/a>).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Come rispondere e\/o chiedere informazioni all&#8217;utente<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Prendo in gestione il ticket<\/li>\n\n\n\n<li>Clicco su <strong>Risposta vuota<\/strong><\/li>\n\n\n\n<li>Compilo la form di risposta e&nbsp;<strong>Invio<\/strong><\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n<div  id=\"jtg-742\" class=\"modula modula-gallery modula-columns\" data-config=\"{&quot;tabletHeight&quot;:800,&quot;mobileHeight&quot;:800,&quot;desktopHeight&quot;:800,&quot;enableTwitter&quot;:false,&quot;enableWhatsapp&quot;:false,&quot;enableFacebook&quot;:false,&quot;enablePinterest&quot;:false,&quot;enableLinkedin&quot;:false,&quot;enableEmail&quot;:false,&quot;randomFactor&quot;:0.5,&quot;type&quot;:&quot;grid&quot;,&quot;columns&quot;:12,&quot;gutter&quot;:10,&quot;mobileGutter&quot;:10,&quot;tabletGutter&quot;:10,&quot;desktopGutter&quot;:10,&quot;enableResponsive&quot;:&quot;0&quot;,&quot;tabletColumns&quot;:2,&quot;mobileColumns&quot;:1,&quot;lazyLoad&quot;:0,&quot;lightboxOpts&quot;:{&quot;animated&quot;:true,&quot;Thumbs&quot;:{&quot;type&quot;:&quot;modern&quot;,&quot;showOnStart&quot;:false},&quot;Toolbar&quot;:{&quot;display&quot;:{&quot;right&quot;:[&quot;close&quot;]},&quot;enabled&quot;:true},&quot;Carousel&quot;:{&quot;Panzoom&quot;:{&quot;touch&quot;:true},&quot;infinite&quot;:false},&quot;keyboard&quot;:{&quot;Escape&quot;:&quot;close&quot;,&quot;Delete&quot;:&quot;close&quot;,&quot;Backspace&quot;:&quot;close&quot;,&quot;PageUp&quot;:false,&quot;PageDown&quot;:false,&quot;ArrowUp&quot;:false,&quot;ArrowDown&quot;:false,&quot;ArrowRight&quot;:false,&quot;ArrowLeft&quot;:false},&quot;touch&quot;:false,&quot;backdropClick&quot;:false,&quot;l10n&quot;:{&quot;CLOSE&quot;:&quot;Close&quot;,&quot;NEXT&quot;:&quot;Next&quot;,&quot;PREV&quot;:&quot;Previous&quot;,&quot;Error&quot;:&quot;The requested content cannot be loaded. Please try again later.&quot;,&quot;PLAY_START&quot;:&quot;Start slideshow&quot;,&quot;PLAY_STOP&quot;:&quot;Pause slideshow&quot;,&quot;FULL_SCREEN&quot;:&quot;Full screen&quot;,&quot;THUMBS&quot;:&quot;Thumbnails&quot;,&quot;DOWNLOAD&quot;:&quot;Download&quot;,&quot;SHARE&quot;:&quot;Share&quot;,&quot;ZOOM&quot;:&quot;Zoom&quot;,&quot;EMAIL&quot;:&quot;Here is the link to the image : %%image_link%% and this is the link to the gallery : %%gallery_link%%&quot;,&quot;MODAL&quot;:&quot;You can close this modal content with the ESC key&quot;,&quot;ERROR&quot;:&quot;Something Went Wrong, Please Try Again Later&quot;,&quot;IMAGE_ERROR&quot;:&quot;Image Not Found&quot;,&quot;ELEMENT_NOT_FOUND&quot;:&quot;HTML Element Not Found&quot;,&quot;AJAX_NOT_FOUND&quot;:&quot;Error Loading AJAX : Not Found&quot;,&quot;AJAX_FORBIDDEN&quot;:&quot;Error Loading AJAX : Forbidden&quot;,&quot;IFRAME_ERROR&quot;:&quot;Error Loading Page&quot;,&quot;TOGGLE_ZOOM&quot;:&quot;Toggle zoom level&quot;,&quot;TOGGLE_THUMBS&quot;:&quot;Toggle thumbnails&quot;,&quot;TOGGLE_SLIDESHOW&quot;:&quot;Toggle slideshow&quot;,&quot;TOGGLE_FULLSCREEN&quot;:&quot;Toggle full-screen mode&quot;},&quot;Images&quot;:{&quot;Panzoom&quot;:{&quot;maxScale&quot;:2}},&quot;mainClass&quot;:&quot;modula-fancybox-container modula-lightbox-jtg-742&quot;,&quot;Html&quot;:{&quot;videoAutoplay&quot;:0,&quot;videoTpl&quot;:&quot;&lt;video class=\\&quot;fancybox__html5video\\&quot; controls muted playsinline controlsList controlsList=\\&quot;nodownload\\&quot; poster=\\&quot;{{poster}}\\&quot; src=\\&quot;{{src}}\\&quot; type=\\&quot;{{format}}\\&quot; &gt;  Sorry, your browser doesn&#039;t support embedded videos, &lt;a href=\\&quot;{{src}}\\&quot;&gt; download &lt;\\\/a&gt; and watch with your favorite video player! &lt;\\\/video&gt;&quot;}},&quot;inView&quot;:false,&quot;email_subject&quot;:&quot;Check out this awesome image !!&quot;,&quot;email_message&quot;:&quot;Here is the link to the image : %%image_link%% and this is the link to the gallery : %%gallery_link%%&quot;,&quot;grid_type&quot;:&quot;3&quot;,&quot;rowHeight&quot;:250,&quot;lastRow&quot;:&quot;justify&quot;,&quot;lightbox&quot;:&quot;fancybox&quot;}\">\n\n\t<div class=\"modula-grid-sizer\"> <\/div>\n\t<div  class=\"modula-items grid-gallery\">\n\t\t<div class=\"modula-item effect-pufrobo\" >\n\t<div class=\"modula-item-overlay\"><\/div>\n\n\t<div class=\"modula-item-content\">\n\n\t\t<a data-image-id=\"738\" role=\"button\" tabindex=\"0\" rel=\"jtg-742\" data-caption=\"\" aria-label=\"Open image in lightbox\" class=\"tile-inner modula-item-link\"><\/a><img loading=\"lazy\" decoding=\"async\" class=\"pic wp-image-738\"  data-valign=\"middle\" data-halign=\"center\" alt=\"Step 1: clicco su Risposta vuota\" data-full=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_1.png\" title=\"risposta_1\" crop=\"\" width=\"940\" height=\"595\" src=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_1.png\" data-src=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_1.png\" data-caption=\"\" srcset=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_1.png 940w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_1-300x190.png 300w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_1-768x486.png 768w\" sizes=\"auto, (max-width: 940px) 100vw, 940px\" \/>\n\t\t<div class=\"figc no-description\">\n\t\t\t<div class=\"figc-inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t<\/div>\n\n<\/div><div class=\"modula-item effect-pufrobo\" >\n\t<div class=\"modula-item-overlay\"><\/div>\n\n\t<div class=\"modula-item-content\">\n\n\t\t<a data-image-id=\"739\" role=\"button\" tabindex=\"0\" rel=\"jtg-742\" data-caption=\"\" aria-label=\"Open image in lightbox\" class=\"tile-inner modula-item-link\"><\/a><img loading=\"lazy\" decoding=\"async\" class=\"pic wp-image-739\"  data-valign=\"middle\" data-halign=\"center\" alt=\"Step 2: edito il testo della risposta\" data-full=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_2.png\" title=\"rispsota_2\" crop=\"\" width=\"863\" height=\"595\" src=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_2.png\" data-src=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_2.png\" data-caption=\"\" srcset=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_2.png 863w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_2-300x207.png 300w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_2-768x530.png 768w\" sizes=\"auto, (max-width: 863px) 100vw, 863px\" \/>\n\t\t<div class=\"figc no-description\">\n\t\t\t<div class=\"figc-inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t<\/div>\n\n<\/div><div class=\"modula-item effect-pufrobo\" >\n\t<div class=\"modula-item-overlay\"><\/div>\n\n\t<div class=\"modula-item-content\">\n\n\t\t<a data-image-id=\"746\" role=\"button\" tabindex=\"0\" rel=\"jtg-742\" data-caption=\"\" aria-label=\"Open image in lightbox\" class=\"tile-inner modula-item-link\"><\/a><img loading=\"lazy\" decoding=\"async\" class=\"pic wp-image-746\"  data-valign=\"middle\" data-halign=\"center\" alt=\"Step 3: termino di compilare la form e invio\" data-full=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_3-1.png\" title=\"risposta_3\" crop=\"\" width=\"841\" height=\"595\" src=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_3-1.png\" data-src=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_3-1.png\" data-caption=\"\" srcset=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_3-1.png 841w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_3-1-300x212.png 300w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_3-1-768x543.png 768w\" sizes=\"auto, (max-width: 841px) 100vw, 841px\" \/>\n\t\t<div class=\"figc no-description\">\n\t\t\t<div class=\"figc-inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t<\/div>\n\n<\/div>\t\t\n\t<\/div>\n\n\t\n\t\n\t<script type=\"application\/ld+json\">\n\t{\n\t\t\"@context\": \"http:\/\/schema.org\",\n\t\t\"@type\"   : \"ImageGallery\",\n\t\t\"id\"      : \"https:\/\/www.gestionerichieste.help.polimi.it\/?page_id=25\/\",\n\t\t\"url\"     : \"https:\/\/www.gestionerichieste.help.polimi.it\/?page_id=25\/\"\n\t}\n\n\t<\/script>\n\n\t\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading alignwide\">Modificare lo stato del ticket<\/h3>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<ul class=\"wp-block-list\">\n<li>Lo stato del ticket di default \u00e8 aperto;<\/li>\n\n\n\n<li>Se sto chiedendo informazioni aggiuntive lascer\u00f2 lo stato del ticket <strong>aperto<\/strong>;<\/li>\n\n\n\n<li>Se sto rispondendo per poi chiudere il ticket, cambier\u00f2 lo stato del ticket in: <strong>chiuso con (o senza) successo<\/strong>. <br>Devo obbligatoriamente chiudere il ticket dalla funzione &#8220;Risposta&#8221; nel caso in cui sia necessario allegare un file e nel caso n cui si vogliano mettere una o pi\u00f9 persone in Cc nella risposta.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<figure class=\"wp-block-image alignwide size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"381\" src=\"http:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_4-1024x381.png\" alt=\"\" class=\"wp-image-751\" srcset=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_4-1024x381.png 1024w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_4-300x112.png 300w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_4-768x286.png 768w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/risposta_4.png 1153w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div class=\"wp-block-columns alignfull is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<p><\/p>\n\n\n\n<p><strong>ATTENZIONE<\/strong>: se chiudo il ticket con la funzione &#8220;Rispondi&#8221; l&#8217;utente ricever\u00e0 due notifiche (una per la risposta e una per il cambio stato da aperto a chiuso del ticket). <br>Quindi se contestualmente alla chiusura non si ha necessit\u00e0 di inviare un file o di mettere persone in Cc, conviene utilizzare la funzione <strong><a href=\"https:\/\/www.gestionerichieste.help.polimi.it\/?page_id=27\" target=\"_blank\" rel=\"noreferrer noopener\">Chiudi<\/a><\/strong>, cos\u00ec l&#8217;utente ricever\u00e0 una sola notifica.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading alignwide\">Visibilit\u00e0 al cliente<\/h3>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<p>Di default l&#8217;articolo \u00e8 visibile per il cliente. <br>Se si toglie la selezione l&#8217;articolo non sar\u00e0 visibile all\u2019interno di Servizi Online &gt; Richieste e assistenza &gt; Le mie richieste.<br>Se stiamo rispondendo, dobbiamo lasciare selezionata l&#8217;opzione di visibilit\u00e0 dell\u2019articolo.<\/p>\n<\/div>\n<\/div>\n\n\n\n<figure class=\"wp-block-image alignwide size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"381\" src=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_5-1-1024x381.png\" alt=\"\" class=\"wp-image-756\" srcset=\"https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_5-1-1024x381.png 1024w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_5-1-300x112.png 300w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_5-1-768x286.png 768w, https:\/\/www.gestionerichieste.help.polimi.it\/wp-content\/uploads\/2024\/03\/rispsota_5-1.png 1153w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading alignwide\">Salvataggio in bozza e aggiornamento bozza<\/h2>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<p>\u00c8 stata aggiunta la possibilit\u00e0 di salvare in bozza l\u2019articolo e riprenderlo in un secondo momento, vai su <a href=\"https:\/\/www.gestionerichieste.help.polimi.it\/?page_id=29\" data-type=\"page\" data-id=\"29\" target=\"_blank\" rel=\"noreferrer noopener\">Altre funzioni<\/a> per approfondire.<\/p>\n<\/div>\n<\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Posso utilizzare questa funzione per diversi scopi di seguito descritti. SITUAZIONE: il ticket \u00e8 di mia competenza, dopo averlo preso in gestione posso utilizzare il comando Risposta sia per chiedere informazioni aggiuntive all\u2019utente sia per evadere la richiesta e poi chiudere il ticket (nel caso in cui debba inviare un file contestualmente alla chiusura, altrimenti [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-25","page","type-page","status-publish","hentry"],"blocksy_meta":[],"_links":{"self":[{"href":"https:\/\/www.gestionerichieste.help.polimi.it\/index.php?rest_route=\/wp\/v2\/pages\/25","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.gestionerichieste.help.polimi.it\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.gestionerichieste.help.polimi.it\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.gestionerichieste.help.polimi.it\/index.php?rest_route=\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/www.gestionerichieste.help.polimi.it\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=25"}],"version-history":[{"count":47,"href":"https:\/\/www.gestionerichieste.help.polimi.it\/index.php?rest_route=\/wp\/v2\/pages\/25\/revisions"}],"predecessor-version":[{"id":1156,"href":"https:\/\/www.gestionerichieste.help.polimi.it\/index.php?rest_route=\/wp\/v2\/pages\/25\/revisions\/1156"}],"wp:attachment":[{"href":"https:\/\/www.gestionerichieste.help.polimi.it\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=25"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}