📝 docs: Add documentation
This commit is contained in:
web@ppanel
@@ -0,0 +1,468 @@
|
||||
# Document Management
|
||||
|
||||
The Document Management module creates and maintains help documentation and knowledge base for self-service user support.
|
||||
|
||||
## Overview
|
||||
|
||||
### Document List
|
||||
|
||||
View and manage all documents:
|
||||
|
||||
- **Title**: Document name
|
||||
- **Category**: Document category
|
||||
- **Status**: Draft/Published/Offline
|
||||
- **Author**: Document creator
|
||||
- **Created**: Creation date
|
||||
- **Updated**: Last modified time
|
||||
- **Views**: View count
|
||||
- **Rating**: User ratings and reviews
|
||||
|
||||
### Create Document
|
||||
|
||||
Create new help document:
|
||||
|
||||
#### Basic Info
|
||||
|
||||
- **Title**: Clear and specific title
|
||||
- **Category**: Select category
|
||||
- **Tags**: Add keyword tags
|
||||
- **Summary**: Brief content summary
|
||||
|
||||
#### Document Content
|
||||
|
||||
- **WYSIWYG Editor**: Visual editor
|
||||
- **Markdown Support**: Markdown format
|
||||
- **Code Highlighting**: Syntax highlighting
|
||||
- **Image Upload**: Insert images and screenshots
|
||||
- **Video Embed**: Embed video tutorials
|
||||
- **Tables**: Insert table data
|
||||
|
||||
#### Document Settings
|
||||
|
||||
- **Access Control**: Public/Members/Specific groups
|
||||
- **Display Order**: Set priority
|
||||
- **Related Docs**: Link related documents
|
||||
- **SEO Settings**: Set SEO keywords
|
||||
|
||||
### Edit Document
|
||||
|
||||
Modify existing documents:
|
||||
|
||||
- Update content
|
||||
- Optimize structure
|
||||
- Add new information
|
||||
- Fix errors
|
||||
|
||||
::: tip Tip
|
||||
Documents support version control. View history and restore previous versions.
|
||||
:::
|
||||
|
||||
### Delete Document
|
||||
|
||||
Remove unneeded documents:
|
||||
|
||||
- **Soft Delete**: Offline but keep data
|
||||
- **Hard Delete**: Permanently remove
|
||||
- Retain view records for statistics
|
||||
|
||||
## Document Categories
|
||||
|
||||
### Getting Started
|
||||
|
||||
Help new users onboard:
|
||||
|
||||
**Includes**:
|
||||
- Account registration
|
||||
- First-time usage
|
||||
- Basic configuration
|
||||
- Common questions
|
||||
|
||||
### Tutorials
|
||||
|
||||
Detailed feature guides:
|
||||
|
||||
**Includes**:
|
||||
- Feature explanation
|
||||
- Step-by-step instructions
|
||||
- Configuration methods
|
||||
- Best practices
|
||||
|
||||
### FAQ
|
||||
|
||||
Frequently asked questions:
|
||||
|
||||
**Includes**:
|
||||
- Common issues
|
||||
- Quick answers
|
||||
- Troubleshooting
|
||||
- Solutions
|
||||
|
||||
### Technical Docs
|
||||
|
||||
Technical documentation:
|
||||
|
||||
**Includes**:
|
||||
- API documentation
|
||||
- Protocol specifications
|
||||
- Technical parameters
|
||||
- Developer guides
|
||||
|
||||
### Policies & Terms
|
||||
|
||||
Legal documents:
|
||||
|
||||
**Includes**:
|
||||
- Service agreement
|
||||
- Privacy policy
|
||||
- Terms of use
|
||||
- Refund policy
|
||||
|
||||
## Document Organization
|
||||
|
||||
### Category Management
|
||||
|
||||
Manage categories:
|
||||
|
||||
- **Create Category**: Add new category
|
||||
- **Edit Category**: Modify category info
|
||||
- **Sort**: Adjust category order
|
||||
- **Delete Category**: Remove empty categories
|
||||
|
||||
### Tag Management
|
||||
|
||||
Manage tags:
|
||||
|
||||
- **Add Tag**: Create new tag
|
||||
- **Edit Tag**: Modify tag name
|
||||
- **Merge Tags**: Merge similar tags
|
||||
- **Delete Tag**: Remove unused tags
|
||||
|
||||
### Directory Structure
|
||||
|
||||
Organize document tree:
|
||||
|
||||
- **Multi-level**: Support nested categories
|
||||
- **Tree Structure**: Clear hierarchy
|
||||
- **Drag & Sort**: Drag to reorder
|
||||
- **Quick Navigation**: Tree navigation
|
||||
|
||||
## Document Editing
|
||||
|
||||
### Rich Text Editor
|
||||
|
||||
Powerful editing features:
|
||||
|
||||
- **Formatting**: Text formatting
|
||||
- **Lists**: Ordered/unordered lists
|
||||
- **Quotes**: Blockquotes
|
||||
- **Code**: Code blocks
|
||||
- **Links**: Hyperlinks
|
||||
- **Images**: Image insertion
|
||||
- **Tables**: Table editing
|
||||
- **Videos**: Video embedding
|
||||
|
||||
### Markdown Editing
|
||||
|
||||
Support Markdown syntax:
|
||||
|
||||
```markdown
|
||||
# Heading
|
||||
## Subheading
|
||||
|
||||
- List item
|
||||
- List item
|
||||
|
||||
**Bold** *Italic*
|
||||
|
||||
[Link](url)
|
||||
|
||||
\`code\`
|
||||
|
||||
\`\`\`language
|
||||
code block
|
||||
\`\`\`
|
||||
```
|
||||
|
||||
### Version Control
|
||||
|
||||
Document versioning:
|
||||
|
||||
- **Auto-save**: Auto-save drafts
|
||||
- **Version History**: Record changes
|
||||
- **Version Diff**: Compare versions
|
||||
- **Rollback**: Restore previous version
|
||||
|
||||
## Document Publishing
|
||||
|
||||
### Publish Settings
|
||||
|
||||
Configure publishing:
|
||||
|
||||
- **Publish Now**: Show immediately
|
||||
- **Schedule**: Set publish time
|
||||
- **Save Draft**: Save as draft
|
||||
- **Preview**: Preview before publish
|
||||
|
||||
### Access Control
|
||||
|
||||
Control document access:
|
||||
|
||||
- **Public**: Everyone can access
|
||||
- **Members**: Members only
|
||||
- **VIP**: VIP only
|
||||
- **Internal**: Staff only
|
||||
|
||||
### Multi-language Support
|
||||
|
||||
Multi-language documents:
|
||||
|
||||
- **Language Versions**: Create language versions
|
||||
- **Language Switch**: User switches language
|
||||
- **Translation Management**: Manage translations
|
||||
- **Sync Updates**: Sync across languages
|
||||
|
||||
## Document Search
|
||||
|
||||
### Search Features
|
||||
|
||||
Help users find documents:
|
||||
|
||||
- **Full-text Search**: Search content
|
||||
- **Title Search**: Search by title
|
||||
- **Tag Search**: Filter by tags
|
||||
- **Category Filter**: Filter by category
|
||||
- **Search Suggestions**: Smart suggestions
|
||||
|
||||
### Search Optimization
|
||||
|
||||
Optimize search experience:
|
||||
|
||||
- **Ranking**: Sort by relevance
|
||||
- **Highlighting**: Highlight keywords
|
||||
- **Search History**: Record history
|
||||
- **Popular Searches**: Show trending
|
||||
|
||||
## Document Interaction
|
||||
|
||||
### User Ratings
|
||||
|
||||
Collect feedback:
|
||||
|
||||
- **Helpful/Not**: Simple rating
|
||||
- **Star Rating**: Star ratings
|
||||
- **Comments**: Text reviews
|
||||
- **Suggestions**: Improvement ideas
|
||||
|
||||
### Document Feedback
|
||||
|
||||
User feedback:
|
||||
|
||||
- **Report Error**: Report errors
|
||||
- **Suggestions**: Propose improvements
|
||||
- **Request Update**: Request updates
|
||||
- **Live Chat**: Contact support
|
||||
|
||||
### Social Sharing
|
||||
|
||||
Share documents:
|
||||
|
||||
- **Share Link**: Generate link
|
||||
- **Social Media**: Share to platforms
|
||||
- **QR Code**: Generate QR code
|
||||
- **Embed Code**: Embed in websites
|
||||
|
||||
## Statistics
|
||||
|
||||
### View Statistics
|
||||
|
||||
Track views:
|
||||
|
||||
- **Views**: Total view count
|
||||
- **Unique Visitors**: Unique users
|
||||
- **View Trend**: View changes
|
||||
- **Popular Docs**: Most viewed
|
||||
|
||||
### User Behavior
|
||||
|
||||
Analyze behavior:
|
||||
|
||||
- **Reading Time**: Average time
|
||||
- **Bounce Rate**: Quick exit ratio
|
||||
- **Search Keywords**: User queries
|
||||
- **Click Path**: User navigation
|
||||
|
||||
### Effectiveness
|
||||
|
||||
Evaluate effectiveness:
|
||||
|
||||
- **Helpful Rate**: Helpful rating ratio
|
||||
- **Resolution Rate**: Problem solved ratio
|
||||
- **Ticket Reduction**: Related ticket decrease
|
||||
- **User Satisfaction**: Overall satisfaction
|
||||
|
||||
## Knowledge Base
|
||||
|
||||
### KB Structure
|
||||
|
||||
Build systematic knowledge base:
|
||||
|
||||
- **Product Knowledge**: Features and usage
|
||||
- **Technical Knowledge**: Principles and methods
|
||||
- **Business Knowledge**: Processes and standards
|
||||
- **Problem Knowledge**: Common issues and solutions
|
||||
|
||||
### Knowledge Accumulation
|
||||
|
||||
Accumulate knowledge:
|
||||
|
||||
- **Ticket Conversion**: Convert tickets to docs
|
||||
- **Experience Summary**: Summarize cases
|
||||
- **Best Practices**: Record best practices
|
||||
- **Expert Contribution**: Expert shares
|
||||
|
||||
### Knowledge Updates
|
||||
|
||||
Keep KB current:
|
||||
|
||||
- **Regular Review**: Periodic review
|
||||
- **Timely Updates**: Update promptly
|
||||
- **Deprecation Marks**: Mark outdated
|
||||
- **Version Management**: Manage versions
|
||||
|
||||
## Document Templates
|
||||
|
||||
### Common Templates
|
||||
|
||||
Preset templates:
|
||||
|
||||
- **Tutorial Template**: Tutorial format
|
||||
- **FAQ Template**: Q&A format
|
||||
- **Troubleshooting Template**: Troubleshooting format
|
||||
- **API Doc Template**: API documentation format
|
||||
|
||||
### Custom Templates
|
||||
|
||||
Create custom templates:
|
||||
|
||||
- Design document structure
|
||||
- Define content format
|
||||
- Save as template
|
||||
- Reuse templates
|
||||
|
||||
## Collaboration
|
||||
|
||||
### Team Collaboration
|
||||
|
||||
Collaborative editing:
|
||||
|
||||
- **Permission Management**: Assign edit rights
|
||||
- **Co-editing**: Multiple editors
|
||||
- **Comments**: Add comments
|
||||
- **Review Process**: Document review
|
||||
|
||||
### Review & Publish
|
||||
|
||||
Review mechanism:
|
||||
|
||||
1. **Create Draft**: Edit content
|
||||
2. **Submit**: Submit for review
|
||||
3. **Review**: Reviewer checks
|
||||
4. **Publish**: Publish after approval
|
||||
5. **Monitor**: Track effectiveness
|
||||
|
||||
## Best Practices
|
||||
|
||||
### Content Writing
|
||||
|
||||
- Clear and specific titles
|
||||
- Accurate and detailed content
|
||||
- Clear and easy steps
|
||||
- Supporting images
|
||||
- Regular updates
|
||||
|
||||
### Organization
|
||||
|
||||
- Reasonable categorization
|
||||
- Clear hierarchy
|
||||
- Consistent naming
|
||||
- Complete indexing
|
||||
|
||||
### User Experience
|
||||
|
||||
- Simple interface
|
||||
- Fast search
|
||||
- Easy navigation
|
||||
- Mobile-friendly
|
||||
|
||||
### Continuous Optimization
|
||||
|
||||
- Collect feedback
|
||||
- Analyze usage data
|
||||
- Optimize content
|
||||
- Improve knowledge system
|
||||
|
||||
## Document Examples
|
||||
|
||||
### Getting Started Example
|
||||
|
||||
**Title**: How to Get Started
|
||||
|
||||
**Structure**:
|
||||
1. Register account
|
||||
2. Choose package
|
||||
3. Configure usage
|
||||
4. Common questions
|
||||
|
||||
### Tutorial Example
|
||||
|
||||
**Title**: XX Feature Tutorial
|
||||
|
||||
**Structure**:
|
||||
1. Feature introduction
|
||||
2. Use cases
|
||||
3. Step-by-step guide
|
||||
4. Important notes
|
||||
5. FAQ
|
||||
|
||||
### FAQ Example
|
||||
|
||||
**Title**: Connection Issues FAQ
|
||||
|
||||
**Structure**:
|
||||
- Q: Cannot connect, what to do?
|
||||
- A: Detailed solution steps...
|
||||
|
||||
## Troubleshooting
|
||||
|
||||
### Cannot Save Document
|
||||
|
||||
Check:
|
||||
|
||||
1. Is network connection ok
|
||||
2. Do you have edit permission
|
||||
3. Is content too large
|
||||
4. Is browser compatible
|
||||
|
||||
### Search Cannot Find
|
||||
|
||||
Possible causes:
|
||||
|
||||
1. Document not published
|
||||
2. Insufficient access rights
|
||||
3. Keyword mismatch
|
||||
4. Search index not updated
|
||||
|
||||
### Format Issues
|
||||
|
||||
Solutions:
|
||||
|
||||
1. Use standard format
|
||||
2. Clean copied format
|
||||
3. Use templates
|
||||
4. Check HTML code
|
||||
|
||||
## Next Steps
|
||||
|
||||
- [Ticket Management](/admin/users-support/tickets) - Handle user issues
|
||||
- [User Management](/admin/users-support/users) - Analyze user needs
|
||||
- [System Config](/admin/system/config) - Configure document system
|
||||
@@ -0,0 +1,479 @@
|
||||
# Ticket Management
|
||||
|
||||
The Ticket Management module handles user-submitted issues and requests, providing efficient customer support services.
|
||||
|
||||
## Overview
|
||||
|
||||
### Ticket List
|
||||
|
||||
View and manage all tickets:
|
||||
|
||||
- **Ticket ID**: Unique identifier
|
||||
- **Title**: Issue summary
|
||||
- **Type**: Technical/Account/Complaint/Suggestion
|
||||
- **Priority**: Urgent/High/Medium/Low
|
||||
- **Status**: Pending/In Progress/Resolved/Closed
|
||||
- **Submitter**: Ticket creator
|
||||
- **Assignee**: Handler
|
||||
- **Created**: Submission time
|
||||
- **Updated**: Last update time
|
||||
- **Response Time**: First response duration
|
||||
- **Resolution Time**: Problem resolution duration
|
||||
|
||||
### Ticket Details
|
||||
|
||||
View complete ticket information:
|
||||
|
||||
- **Basic Info**: Title, type, priority
|
||||
- **Content**: Detailed description
|
||||
- **Attachments**: Screenshots, files
|
||||
- **Communication**: Complete conversation history
|
||||
- **Processing Log**: Ticket workflow records
|
||||
- **User Info**: Submitter details
|
||||
- **Related Orders**: Associated order info
|
||||
|
||||
## Ticket Types
|
||||
|
||||
### Technical Support
|
||||
|
||||
Technical issues:
|
||||
|
||||
**Common Issues**:
|
||||
- Connection problems
|
||||
- Configuration issues
|
||||
- Performance issues
|
||||
- Compatibility issues
|
||||
- Usage tutorials
|
||||
|
||||
**Handling Points**:
|
||||
- Quick diagnosis
|
||||
- Provide solutions
|
||||
- Remote assistance if needed
|
||||
- Follow up until resolved
|
||||
|
||||
### Account Issues
|
||||
|
||||
Account-related problems:
|
||||
|
||||
**Common Issues**:
|
||||
- Login problems
|
||||
- Password reset
|
||||
- Account security
|
||||
- Info modification
|
||||
- Account deletion
|
||||
|
||||
**Handling Points**:
|
||||
- Verify identity
|
||||
- Protect account security
|
||||
- Process promptly
|
||||
- Log operations
|
||||
|
||||
### Order Issues
|
||||
|
||||
Order-related problems:
|
||||
|
||||
**Common Issues**:
|
||||
- Order inquiry
|
||||
- Payment issues
|
||||
- Refund requests
|
||||
- Invoice issuance
|
||||
- Order modification
|
||||
|
||||
**Handling Points**:
|
||||
- Verify order info
|
||||
- Follow procedures
|
||||
- Update progress
|
||||
- Ensure satisfaction
|
||||
|
||||
### Product Inquiry
|
||||
|
||||
Product-related questions:
|
||||
|
||||
**Common Issues**:
|
||||
- Product features
|
||||
- Package selection
|
||||
- Usage recommendations
|
||||
- Upgrade options
|
||||
- Pricing policies
|
||||
|
||||
**Handling Points**:
|
||||
- Professional answers
|
||||
- Recommend suitable options
|
||||
- Provide detailed materials
|
||||
- Promote conversions
|
||||
|
||||
### Complaints & Suggestions
|
||||
|
||||
User feedback:
|
||||
|
||||
**Common Content**:
|
||||
- Service complaints
|
||||
- Product suggestions
|
||||
- Feature requests
|
||||
- Experience feedback
|
||||
|
||||
**Handling Points**:
|
||||
- Listen carefully
|
||||
- Respond promptly
|
||||
- Handle appropriately
|
||||
- Track improvements
|
||||
|
||||
## Ticket Workflow
|
||||
|
||||
### Ticket Creation
|
||||
|
||||
User submits ticket:
|
||||
|
||||
1. **Select Type**: Choose ticket type
|
||||
2. **Enter Title**: Brief description
|
||||
3. **Detailed Description**: Explain situation
|
||||
4. **Upload Attachments**: Add screenshots
|
||||
5. **Submit**: Submit for processing
|
||||
|
||||
### Ticket Assignment
|
||||
|
||||
Auto or manual assignment:
|
||||
|
||||
**Auto Assignment**:
|
||||
- By ticket type
|
||||
- By workload
|
||||
- By expertise
|
||||
|
||||
**Manual Assignment**:
|
||||
- Admin assigns
|
||||
- Agent claims
|
||||
- By priority
|
||||
|
||||
### Ticket Processing
|
||||
|
||||
Agent handles ticket:
|
||||
|
||||
1. **Receive**: View details
|
||||
2. **Analyze**: Understand issue
|
||||
3. **Communicate**: Discuss with user
|
||||
4. **Provide Solution**: Offer resolution
|
||||
5. **Execute**: Perform actions
|
||||
6. **Confirm Resolution**: Verify solved
|
||||
7. **Close**: Close resolved ticket
|
||||
|
||||
### Ticket Escalation
|
||||
|
||||
Escalate when needed:
|
||||
|
||||
- **Level 1**: Submit to senior support
|
||||
- **Level 2**: Submit to tech team
|
||||
- **Urgent**: Submit to management
|
||||
- **Cross-department**: Multi-team collaboration
|
||||
|
||||
### Ticket Closure
|
||||
|
||||
Close after completion:
|
||||
|
||||
- **Resolved**: Successfully solved
|
||||
- **User Confirmed**: User satisfied
|
||||
- **Auto-close**: Timeout auto-close
|
||||
- **No Action Needed**: Invalid ticket close
|
||||
|
||||
## Status Management
|
||||
|
||||
### Pending
|
||||
|
||||
Newly submitted:
|
||||
|
||||
- Awaiting assignment
|
||||
- Needs quick response
|
||||
- Sorted by priority
|
||||
- SLA timer starts
|
||||
|
||||
### In Progress
|
||||
|
||||
Being handled:
|
||||
|
||||
- Agent assigned
|
||||
- Actively resolving
|
||||
- May take time
|
||||
- Regular updates
|
||||
|
||||
### Awaiting User
|
||||
|
||||
Waiting for feedback:
|
||||
|
||||
- Need user information
|
||||
- Awaiting confirmation
|
||||
- Pause SLA timer
|
||||
- Auto-reminder on timeout
|
||||
|
||||
### Resolved
|
||||
|
||||
Problem solved:
|
||||
|
||||
- Solution provided
|
||||
- Issue resolved
|
||||
- Awaiting user confirmation
|
||||
- May reopen
|
||||
|
||||
### Closed
|
||||
|
||||
Ticket closed:
|
||||
|
||||
- Process complete
|
||||
- Archived
|
||||
- Viewable history
|
||||
- No further modification
|
||||
|
||||
## Priority Management
|
||||
|
||||
### Urgent
|
||||
|
||||
Highest priority:
|
||||
|
||||
**Scenarios**:
|
||||
- Service down
|
||||
- Security vulnerability
|
||||
- Data loss
|
||||
- Critical bug
|
||||
|
||||
**Requirements**:
|
||||
- Immediate response
|
||||
- Priority handling
|
||||
- Quick resolution
|
||||
- Full tracking
|
||||
|
||||
### High
|
||||
|
||||
High priority:
|
||||
|
||||
**Scenarios**:
|
||||
- Core function failure
|
||||
- Affects multiple users
|
||||
- VIP customer issues
|
||||
|
||||
**Requirements**:
|
||||
- 2-hour response
|
||||
- Same-day resolution
|
||||
- Timely feedback
|
||||
|
||||
### Medium
|
||||
|
||||
Normal priority:
|
||||
|
||||
**Scenarios**:
|
||||
- General function issues
|
||||
- Usage inquiries
|
||||
- Regular requests
|
||||
|
||||
**Requirements**:
|
||||
- 24-hour response
|
||||
- 3-day resolution
|
||||
- Follow standard process
|
||||
|
||||
### Low
|
||||
|
||||
Low priority:
|
||||
|
||||
**Scenarios**:
|
||||
- Feature suggestions
|
||||
- Experience optimization
|
||||
- Documentation issues
|
||||
|
||||
**Requirements**:
|
||||
- 3-day response
|
||||
- Reasonable scheduling
|
||||
- Planned resolution
|
||||
|
||||
## Communication
|
||||
|
||||
### Reply
|
||||
|
||||
Communicate with user:
|
||||
|
||||
- **Public Reply**: User-visible response
|
||||
- **Internal Note**: Internal communication
|
||||
- **Attachments**: Upload files, screenshots
|
||||
- **Templates**: Use quick reply templates
|
||||
|
||||
### Quick Replies
|
||||
|
||||
Preset templates:
|
||||
|
||||
- FAQ answers
|
||||
- Standard responses
|
||||
- Operation guides
|
||||
- One-click send
|
||||
|
||||
### Communication Tips
|
||||
|
||||
Effective communication:
|
||||
|
||||
- Friendly and professional tone
|
||||
- Clear and specific replies
|
||||
- Provide concrete solutions
|
||||
- Timely follow-up
|
||||
- Confirm satisfaction
|
||||
|
||||
## Statistics
|
||||
|
||||
### Ticket Volume
|
||||
|
||||
Track quantity:
|
||||
|
||||
- **Total Tickets**: All tickets
|
||||
- **New Tickets**: Daily new tickets
|
||||
- **Pending**: Unresolved tickets
|
||||
- **Resolved**: Resolved tickets
|
||||
- **Trend**: Volume changes
|
||||
|
||||
### Efficiency
|
||||
|
||||
Analyze performance:
|
||||
|
||||
- **Avg Response Time**: First response duration
|
||||
- **Avg Resolution Time**: Problem resolution duration
|
||||
- **Resolution Rate**: Success ratio
|
||||
- **Timeout Rate**: SLA breach ratio
|
||||
|
||||
### Agent Performance
|
||||
|
||||
Staff statistics:
|
||||
|
||||
- **Handled**: Tickets per agent
|
||||
- **Resolution Rate**: Success ratio
|
||||
- **User Satisfaction**: User ratings
|
||||
- **Response Speed**: Avg response time
|
||||
|
||||
### Issue Analysis
|
||||
|
||||
Analyze common issues:
|
||||
|
||||
- **Categorization**: Issue distribution
|
||||
- **Frequent Issues**: Most common
|
||||
- **Difficult Issues**: Hard to resolve
|
||||
- **Improvements**: Optimization directions
|
||||
|
||||
## SLA Management
|
||||
|
||||
### SLA Standards
|
||||
|
||||
Service level agreement:
|
||||
|
||||
**Response Time**:
|
||||
- Urgent: Within 15 minutes
|
||||
- High: Within 2 hours
|
||||
- Medium: Within 24 hours
|
||||
- Low: Within 3 days
|
||||
|
||||
**Resolution Time**:
|
||||
- Urgent: Within 4 hours
|
||||
- High: Within 1 day
|
||||
- Medium: Within 3 days
|
||||
- Low: Within 7 days
|
||||
|
||||
### SLA Monitoring
|
||||
|
||||
Track SLA compliance:
|
||||
|
||||
- Real-time SLA monitoring
|
||||
- Alert on approaching timeout
|
||||
- Track SLA achievement rate
|
||||
- Analyze timeout causes
|
||||
|
||||
## Automation
|
||||
|
||||
### Auto-assignment
|
||||
|
||||
Automatic ticket assignment:
|
||||
|
||||
- By type
|
||||
- Load balancing
|
||||
- Round-robin
|
||||
- Smart assignment
|
||||
|
||||
### Auto-reply
|
||||
|
||||
Auto-respond to common issues:
|
||||
|
||||
- FAQ auto-answers
|
||||
- Receipt confirmation
|
||||
- Status change notifications
|
||||
|
||||
### Auto-escalation
|
||||
|
||||
Auto-escalate overdue tickets:
|
||||
|
||||
- Timeout auto-escalate
|
||||
- Urgent auto-escalate
|
||||
- Repeat issue auto-escalate
|
||||
|
||||
### Auto-closure
|
||||
|
||||
Auto-close tickets:
|
||||
|
||||
- Resolved timeout auto-close
|
||||
- No response auto-close
|
||||
- Duplicate auto-merge
|
||||
|
||||
## Knowledge Base Integration
|
||||
|
||||
### FAQ
|
||||
|
||||
Build FAQ knowledge base:
|
||||
|
||||
- Compile common questions
|
||||
- Provide standard answers
|
||||
- Self-service lookup
|
||||
- Reduce ticket volume
|
||||
|
||||
### Solution Library
|
||||
|
||||
Document solutions:
|
||||
|
||||
- Record typical cases
|
||||
- Summarize resolution methods
|
||||
- Team knowledge sharing
|
||||
- Improve efficiency
|
||||
|
||||
## Best Practices
|
||||
|
||||
- Respond promptly to tickets
|
||||
- Accurately understand issues
|
||||
- Provide professional solutions
|
||||
- Maintain friendly communication
|
||||
- Follow up until resolved
|
||||
- Build comprehensive knowledge base
|
||||
- Regularly analyze ticket data
|
||||
- Continuously optimize processes
|
||||
|
||||
## Troubleshooting
|
||||
|
||||
### Slow Response
|
||||
|
||||
Possible causes:
|
||||
|
||||
1. High ticket volume
|
||||
2. Insufficient staff
|
||||
3. Poor assignment
|
||||
4. Priority issues
|
||||
|
||||
### Poor Handling Quality
|
||||
|
||||
Improvements:
|
||||
|
||||
1. Enhance training
|
||||
2. Improve knowledge base
|
||||
3. Optimize workflow
|
||||
4. Establish assessment
|
||||
|
||||
### Low Satisfaction
|
||||
|
||||
Improvements:
|
||||
|
||||
1. Improve response speed
|
||||
2. Better service attitude
|
||||
3. Enhance resolution capability
|
||||
4. Strengthen communication
|
||||
|
||||
## Next Steps
|
||||
|
||||
- [User Management](/admin/users-support/users) - View user info
|
||||
- [Document Management](/admin/users-support/documents) - Improve help docs
|
||||
- [System Config](/admin/system/config) - Configure ticket system
|
||||
@@ -0,0 +1,335 @@
|
||||
# User Management
|
||||
|
||||
The User Management module manages all user accounts in the system, which is the foundation of system operations.
|
||||
|
||||
## Overview
|
||||
|
||||
### User List
|
||||
|
||||
View and manage all users:
|
||||
|
||||
- **User Info**: Username, email, phone
|
||||
- **User Group**: VIP/Regular/Trial, etc.
|
||||
- **Account Status**: Active/Disabled/Expired
|
||||
- **Balance**: Account balance
|
||||
- **Traffic**: Used/Total traffic
|
||||
- **Validity**: Subscription expiry date
|
||||
- **Registration**: Account registration date
|
||||
- **Last Login**: Last login time
|
||||
|
||||
### User Filtering
|
||||
|
||||
Quickly find users:
|
||||
|
||||
- **By Status**: Active/Disabled/Expired
|
||||
- **By Group**: VIP/Regular users
|
||||
- **By Registration**: Date range filter
|
||||
- **By Traffic**: Filter by traffic usage
|
||||
- **By Device**: Online/Offline users
|
||||
- **Search**: Username/Email/Phone search
|
||||
|
||||
### Add User
|
||||
|
||||
Manually create new user account:
|
||||
|
||||
#### Basic Info
|
||||
|
||||
- **Username**: Login username (unique)
|
||||
- **Email**: User email address
|
||||
- **Phone**: Contact phone (optional)
|
||||
- **Password**: Initial password
|
||||
|
||||
#### Subscription Info
|
||||
|
||||
- **User Group**: Select user group
|
||||
- **Traffic Quota**: Set traffic allowance
|
||||
- **Validity**: Set expiry date
|
||||
- **Speed Limit**: Set rate cap
|
||||
- **Device Limit**: Concurrent device count
|
||||
|
||||
#### Account Settings
|
||||
|
||||
- **Balance**: Initial account balance
|
||||
- **Points**: Initial points
|
||||
- **Referral Code**: Custom invite code
|
||||
- **Notes**: User notes
|
||||
|
||||
### Edit User
|
||||
|
||||
Modify user info and config:
|
||||
|
||||
- **Update Basic Info**: Change email, phone, etc.
|
||||
- **Adjust Subscription**: Modify traffic, validity
|
||||
- **Balance Operations**: Top-up or deduct balance
|
||||
- **Reset Password**: Reset password for user
|
||||
- **Change Group**: Upgrade or downgrade group
|
||||
|
||||
### Delete User
|
||||
|
||||
Delete user account:
|
||||
|
||||
- **Soft Delete**: Mark deleted but keep data
|
||||
- **Hard Delete**: Permanently delete user and data
|
||||
- **Batch Delete**: Delete multiple users
|
||||
|
||||
::: warning Warning
|
||||
Deleting a user will clear all subscriptions and usage records. Proceed with caution.
|
||||
:::
|
||||
|
||||
## User Operations
|
||||
|
||||
### Disable/Enable
|
||||
|
||||
Control user account status:
|
||||
|
||||
- **Disable Account**: Suspend service access
|
||||
- **Enable Account**: Restore normal usage
|
||||
- **Disable Reason**: Record reason
|
||||
- **Auto Unban**: Set auto-unban time
|
||||
|
||||
### Traffic Operations
|
||||
|
||||
Manage user traffic:
|
||||
|
||||
- **Add Traffic**: Add traffic for user
|
||||
- **Deduct Traffic**: Deduct user traffic
|
||||
- **Reset Traffic**: Reset to initial value
|
||||
- **Traffic Log**: View traffic change history
|
||||
|
||||
### Duration Operations
|
||||
|
||||
Manage subscription duration:
|
||||
|
||||
- **Extend Time**: Extend validity period
|
||||
- **Shorten Time**: Reduce duration
|
||||
- **Set Expiry**: Set specific expiry date
|
||||
- **Lifetime**: Set to never expire
|
||||
|
||||
### Balance Operations
|
||||
|
||||
Manage user balance:
|
||||
|
||||
- **Top-up**: Recharge user account
|
||||
- **Deduct**: Deduct from account
|
||||
- **Transfer**: Transfer between users
|
||||
- **Balance Log**: View balance changes
|
||||
|
||||
## User Details
|
||||
|
||||
### Basic Info
|
||||
|
||||
View complete user information:
|
||||
|
||||
- Account basic profile
|
||||
- Subscription status and quota
|
||||
- Balance and points
|
||||
- Referral information
|
||||
|
||||
### Subscription Info
|
||||
|
||||
View user subscription details:
|
||||
|
||||
- Current subscription package
|
||||
- Traffic usage
|
||||
- Remaining validity
|
||||
- Node access permissions
|
||||
|
||||
### Usage Statistics
|
||||
|
||||
Analyze user usage data:
|
||||
|
||||
- **Traffic Stats**: Daily/Weekly/Monthly traffic
|
||||
- **Online Duration**: Usage time statistics
|
||||
- **Node Preference**: Common node analysis
|
||||
- **Device Stats**: Device count statistics
|
||||
|
||||
### Order Records
|
||||
|
||||
View user purchase history:
|
||||
|
||||
- Historical order list
|
||||
- Order amount statistics
|
||||
- Purchase frequency analysis
|
||||
- Renewal status
|
||||
|
||||
### Login Records
|
||||
|
||||
View user login history:
|
||||
|
||||
- Login time
|
||||
- Login IP
|
||||
- Login device
|
||||
- Login location
|
||||
|
||||
### Online Devices
|
||||
|
||||
View user online devices:
|
||||
|
||||
- Device type and OS
|
||||
- Connected node
|
||||
- Online duration
|
||||
- Force offline function
|
||||
|
||||
## User Grouping
|
||||
|
||||
### Group Management
|
||||
|
||||
Create and manage user groups:
|
||||
|
||||
- **Group Name**: User group display name
|
||||
- **Permissions**: Node access permissions
|
||||
- **Traffic Quota**: Default group traffic
|
||||
- **Speed Limit**: Group rate cap
|
||||
- **Other Limits**: Devices, concurrency, etc.
|
||||
|
||||
### Batch Grouping
|
||||
|
||||
Batch set user groups:
|
||||
|
||||
- Select multiple users
|
||||
- Specify target group
|
||||
- Batch update groups
|
||||
- Keep or reset quotas
|
||||
|
||||
## User Search
|
||||
|
||||
### Advanced Search
|
||||
|
||||
Search users with multiple conditions:
|
||||
|
||||
- **Combined Conditions**: Multiple criteria
|
||||
- **Range Search**: Traffic, balance ranges
|
||||
- **Time Range**: Registration, expiry
|
||||
- **Custom Fields**: Notes and other fields
|
||||
|
||||
### Save Search
|
||||
|
||||
Save frequently used search criteria:
|
||||
|
||||
- Quick apply search
|
||||
- Manage saved searches
|
||||
- Share search criteria
|
||||
|
||||
## User Export
|
||||
|
||||
Export user data:
|
||||
|
||||
### Export Options
|
||||
|
||||
- **Export Format**: Excel/CSV
|
||||
- **Export Fields**: Custom export fields
|
||||
- **Data Range**: All or filtered results
|
||||
- **Data Masking**: Handle sensitive info
|
||||
|
||||
### Batch Import
|
||||
|
||||
Batch import users:
|
||||
|
||||
- Download import template
|
||||
- Fill user data
|
||||
- Upload Excel file
|
||||
- Validate and import
|
||||
|
||||
## User Notification
|
||||
|
||||
### Send Notification
|
||||
|
||||
Send messages to users:
|
||||
|
||||
- **Internal Message**: System notifications
|
||||
- **Email**: Send email notifications
|
||||
- **SMS**: Send SMS notifications
|
||||
- **Batch Notify**: Send messages in batch
|
||||
|
||||
### Notification Templates
|
||||
|
||||
Manage notification templates:
|
||||
|
||||
- Create message templates
|
||||
- Use variable substitution
|
||||
- Multi-language templates
|
||||
- Scheduled sending
|
||||
|
||||
## User Analysis
|
||||
|
||||
### User Profile
|
||||
|
||||
Analyze user characteristics:
|
||||
|
||||
- **Basic Attributes**: Age, region distribution
|
||||
- **Behavioral**: Usage habits, activity
|
||||
- **Consumption**: AOV, repurchase rate
|
||||
- **Churn Risk**: Churn prediction
|
||||
|
||||
### User Value
|
||||
|
||||
Evaluate user value:
|
||||
|
||||
- **RFM Analysis**: Recency, Frequency, Monetary
|
||||
- **Lifecycle**: User lifecycle stage
|
||||
- **Contribution**: Revenue contribution ranking
|
||||
- **Activity**: Usage activity level
|
||||
|
||||
## User Security
|
||||
|
||||
### Security Settings
|
||||
|
||||
Enhance account security:
|
||||
|
||||
- **Force 2FA**: Require two-factor auth
|
||||
- **IP Whitelist**: Restrict login IPs
|
||||
- **Device Management**: Manage authorized devices
|
||||
- **Anomaly Detection**: Detect abnormal logins
|
||||
|
||||
### Risk Control
|
||||
|
||||
Prevent malicious users:
|
||||
|
||||
- **Behavior Monitoring**: Monitor abnormal behavior
|
||||
- **Risk Scoring**: User risk level
|
||||
- **Auto Ban**: Auto-disable on rule trigger
|
||||
- **Blacklist**: Permanently block users
|
||||
|
||||
## Best Practices
|
||||
|
||||
- Regularly review user account status
|
||||
- Process expired user renewals promptly
|
||||
- Focus on high-value user needs
|
||||
- Analyze churn user reasons
|
||||
- Protect user privacy data
|
||||
- Establish tiered user service
|
||||
|
||||
## Troubleshooting
|
||||
|
||||
### Cannot Login
|
||||
|
||||
Check:
|
||||
|
||||
1. Is account disabled
|
||||
2. Is password correct
|
||||
3. Are security restrictions triggered
|
||||
4. Is system service normal
|
||||
|
||||
### Traffic Anomaly
|
||||
|
||||
Possible reasons:
|
||||
|
||||
1. Statistics service failure
|
||||
2. Node reporting anomaly
|
||||
3. User device issues
|
||||
4. Malicious usage
|
||||
|
||||
### Batch Operation Failed
|
||||
|
||||
Check:
|
||||
|
||||
1. Number of users selected
|
||||
2. Operation permissions
|
||||
3. Is data format correct
|
||||
4. Are system resources sufficient
|
||||
|
||||
## Next Steps
|
||||
|
||||
- [Ticket Management](/admin/users-support/tickets) - Handle user tickets
|
||||
- [Order Management](/admin/commerce/orders) - View user orders
|
||||
- [Login Logs](/admin/logs/login) - View login records
|
||||
Reference in New Issue
Block a user