{"id":1282,"date":"2019-07-16T08:13:43","date_gmt":"2019-07-16T11:13:43","guid":{"rendered":"https:\/\/www.bybrand.io\/blog\/?p=1282"},"modified":"2026-05-22T11:16:22","modified_gmt":"2026-05-22T14:16:22","slug":"software-de-helpdesk-para-cto","status":"publish","type":"post","link":"https:\/\/www.bybrand.io\/blog\/pt-br\/software-de-helpdesk-para-cto\/","title":{"rendered":"Raz\u00f5es para um gerente de TI escolher um software de help desk"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Os gerentes de TI procuram alternativas para facilitar a gest\u00e3o dos colaboradores. Afinal, \u00e9 necess\u00e1rio sempre buscar a melhoria cont\u00ednua e a\u00e7\u00f5es que tenham como foco aumentar o n\u00edvel de satisfa\u00e7\u00e3o dos clientes. Por isso, muitas empresas est\u00e3o optando por sistemas que oferece um gerenciamento eficaz dos servi\u00e7os de atendimento ao cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Com um suporte devidamente estruturado, \u00e9 poss\u00edvel resolver as solicita\u00e7\u00f5es de atendimento de maneira mais \u00e1gil e simples, em compara\u00e7\u00e3o com uma caixa de e-mail, por exemplo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Para ajud\u00e1-lo a compreender melhor o funcionamento de um software de helpdesk, destacaremos 5 motivos para adot\u00e1-lo e recursos valiosos que a ferramenta oferece aos clientes (e agentes de suporte).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-gerenciar-a-equipe-com-facilidade\">1. Gerenciar a equipe com facilidade<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Um software de helpdesk permite aos gerentes de TI ter acesso a uma estrutura de tickets que pode ser compartilhada com a equipe. Al\u00e9m disso, possibilita criar e configurar, de forma simples, o funcionamento do helpdesk da empresa. Isso \u00e9 vi\u00e1vel porque o software agrega os contatos dos clientes, o que viabiliza receber pedidos de v\u00e1rios canais (e-mail, chat do site corporativo, redes sociais etc.).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Al\u00e9m disso, um sistema deve ter o recurso de regras de automa\u00e7\u00e3o, com o objetivo de organizar as demandas de maneira estruturada. Esse mecanismo ajuda a delegar tickets por meio de palavras-chave relacionadas a um funcion\u00e1rio. Dessa forma, o gestor n\u00e3o precisa fazer o trabalho manual de encaminhamento das tarefas.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-experiencia-de-autoatendimento\">2. Experi\u00eancia de autoatendimento<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Um\nservi\u00e7o de autoatendimento com uma base de conhecimento, ajuda a\nreduzir o volume de tickets que seu helpdesk, mas n\u00e3o apenas isso. O\nauto-atendimento deve ajudar os clientes a encontrar solu\u00e7\u00f5es mais\nr\u00e1pido, e tamb\u00e9m capacita os agentes com o conhecimento correto,\npara pemitir alcan\u00e7arem resultados mais expressivos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Os pequenos detalhes s\u00e3o importantes, a central de ajuda deve refletir a filosofia da sua marca, apar\u00eancia do seu site e mapeamento do pr\u00f3prio dom\u00ednio.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-integracoes-com-ferramentas-de-terceiros\">3. Integra\u00e7\u00f5es com ferramentas de terceiros<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Com a populariza\u00e7\u00e3o e pre\u00e7o acess\u00edvel dos SaaS (software como servi\u00e7o), as empresas est\u00e3o adotando cada vez mais esse modelo para ajudar na gest\u00e3o do neg\u00f3cio. Diariamente usamos dezenas de software, e a integra\u00e7\u00e3o entre eles \u00e9 importante para a produtividade.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Por exemplo, se sua equipe usa o Slack para comunica\u00e7\u00e3o interna, provavelmente vai desejar que seu software de helpdesk integre com esse servi\u00e7o de colabora\u00e7\u00e3o. Ou tamb\u00e9m, o software de helpdesk pode extrair dados do Google Contatos para agregar mais informa\u00e7\u00f5es sobre os autores dos tickets solicitados.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As principais integra\u00e7\u00f5es que um software de helpdesk de refer\u00eancia precisa ter:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li> CRM <\/li>\n\n\n\n<li> Calend\u00e1rio <\/li>\n\n\n\n<li> Telefonia e SMS <\/li>\n\n\n\n<li> Chat <\/li>\n\n\n\n<li> Plataformas de e-mail;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Para plataformas de e-mail, muitos gerentes de TI investem no <a href=\"https:\/\/www.bybrand.io\/pt\/integrations\/gsuite\">G Suite<\/a> por causa do amplo pacote de aplicativos que podem ser incorporados. Recursos interessante de integra\u00e7\u00e3o s\u00e3o as confer\u00eancias com os autores dos tickets por meio do <a rel=\"noreferrer noopener\" aria-label=\"Hangouts (abre numa nova aba)\" href=\"https:\/\/hangouts.google.com\/\" target=\"_blank\">Hangouts<\/a> (mensagens instant\u00e2neas e chat de v\u00eddeo) e ferramentas como o Google Analytics, Calend\u00e1rio e Drive.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A integra\u00e7\u00e3o com ferramentas do Google precisa ser um ponto de destaque e decis\u00e3o. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-administrar-os-acordos-de-nivel-de-servico-com-mais-facilidade\">4. <strong>Administrar os Acordos de N\u00edvel de Servi\u00e7o com mais facilidade<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Uma\ndas maiores dificuldades enfrentadas pelos gerentes de TI \u00e9\nestabelecer Acordos de N\u00edvel de Servi\u00e7o (SLA) que sejam positivos\npara o suporte e os clientes. Em um software escolhido deve ser muito\nsimples estabelecer as prioridades, os requisitos e os prazos de\nresolu\u00e7\u00e3o. \n<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Assim, a equipe ter\u00e1 as informa\u00e7\u00f5es necess\u00e1rias sobre as demandas que precisam ser resolvidas de forma priorit\u00e1ria e o prazo de envio de respostas aos clientes.  Cada ticket cont\u00e9m dados sobre o SLA firmado com as empresas contratantes. Se uma demanda ultrapassou o tempo de resolu\u00e7\u00e3o, o atendente ser\u00e1 notificado sobre o atraso.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-acessar-a-ferramenta-com-praticidade\">5. Acessar a ferramenta com praticidade<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Os gerentes de TI, em virtude de muitos compromissos profissionais, n\u00e3o podem ficar o tempo inteiro na empresa. Para ter mais condi\u00e7\u00f5es de analisar as demandas e orientar a equipe, \u00e9 v\u00e1lido contar com uma ferramenta que esteja acess\u00edvel em dispositivos m\u00f3veis.  <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Um\nsoftware de helpdesk deve perfeitamente contemplar essa situa\u00e7\u00e3o,\ncom um aplicativo com vers\u00f5es para Android e iOS. Dessa forma, o\ngestor pelo smartphone resolve as demandas de maneira muito pr\u00e1tica.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">O software tamb\u00e9m precisa apresenta uma vers\u00e3o responsiva para celular na web, que permite usar a ferramenta de helpdesk pelo browser em v\u00e1rios dispositivos.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-os-recursos-fundamentais\">Os recursos fundamentais<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Os 5 raz\u00f5es de escolhas acima \u00e9 um diferencial, e s\u00e3o valiosas\u2026 mas n\u00e3o devemos esquecer de lembrar de funcionalidades b\u00e1sicas, aqui est\u00e3o as que precisam ser mencionado e s\u00e3o fundamentais no dia a dia de uso do software.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>respostas predefinidas<\/strong> (\u00e9 ideal para demandas comuns que podem ser respondidas de forma simples, sem termos t\u00e9cnicos);  <\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>sugest\u00e3o de solu\u00e7\u00f5es<\/strong> (contribui para os operadores darem respostas mais \u00e1geis aos clientes e encontrarem, com mais facilidade, solu\u00e7\u00f5es para as demandas, com base nos dados enviados pelos clientes);<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>a\u00e7\u00f5es em massa<\/strong> (permite encaminhar v\u00e1rios tickets para um operador com rapidez e viabiliza tamb\u00e9m a exclus\u00e3o das demandas);<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>automa\u00e7\u00f5es de cen\u00e1rio<\/strong> (propicia executar v\u00e1rias a\u00e7\u00f5es com agilidade em um \u00fanico ticket, como mudar a prioridade para urgente, definir status da tarefa e encaminh\u00e1-la para a equipe de desenvolvimento. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-gerenciamento-de-assinaturas-de-e-mail\">Gerenciamento de assinaturas de e-mail<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A assinatura de e-mail da equipe de suporte \u00e9 um ponto que n\u00e3o deve ser deixado de lado. Assinaturas de e-mail fortalece a marca em cada ticket de e-mail enviado, e ajuda no auto-atendimento. \u00c9 importante que o software de helpdesk permita <a href=\"https:\/\/www.bybrand.io\/pt\">assinaturas de e-mail em HTML<\/a> para permitir enriquecer as mensagens com informa\u00e7\u00f5es \u00fateis, como um link do site, base de conhecimento e telefone de contato.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Veja uma assinatura de e-mail exemplo, que pode ser muito bem usada por uma equipe de suporte.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><a href=\"https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/bybrand-helpdesk-signature.png\"><img decoding=\"async\" src=\"https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/bybrand-helpdesk-signature.png\" alt=\"Assinatura de Email da Equipe de Suporte\" class=\"wp-image-1285\" style=\"width:506px;height:236px\"\/><\/a><figcaption class=\"wp-element-caption\"><a href=\"https:\/\/www.bybrand.io\/pt\/templates\/helpdesk\" target=\"_blank\" rel=\"noreferrer noopener\">Assinatura de e-mail para equipe de suporte<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">Perceba que adicionamos um destaque para o n\u00famero de telefone, isso d\u00e1 a entender que o telefone \u00e9 um canal importante de atendimento. E no final, foi inserido tr\u00eas links: base de conhecimento, blog e novidades.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Veja mais modelos de assinatura de e-mail como esse <a href=\"https:\/\/www.bybrand.io\/pt\/templates\">aqui<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-qual-software-de-suporte-ao-cliente-escolher\">Qual software de suporte ao cliente escolher?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Existe muitas op\u00e7\u00f5es de software de helpdesk no mercado, mas nos par\u00e2metros mencionados acima, o Freshdesk ou Zoho Desk s\u00e3o boas escolhas, vamos entrar um pouco nos detalhes em cada uma delas, para lhe ajudar a chegar a uma decis\u00e3o por conta pr\u00f3pria.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-freshdesk\"><a href=\"https:\/\/www.bybrand.io\/pt\/integrations\/freshdesk\">Freshdesk<\/a><\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"384\" src=\"https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/freshdesk-home.jpg\" alt=\"Freshdesk site\" class=\"wp-image-5020\" srcset=\"https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/freshdesk-home.jpg 800w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/freshdesk-home-300x144.jpg 300w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/freshdesk-home-150x72.jpg 150w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/freshdesk-home-768x369.jpg 768w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/freshdesk-home-420x202.jpg 420w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">O Freshdesk se apresenta como software de suporte ao cliente intuitivo, rico em recursos e acess\u00edvel.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ele tem diversos recursos que facilitam bastante a vida dos clientes, agentes e gestores. Sem d\u00favida, os gerentes de TI que apostarem no Freshdesk poder\u00e3o administrar as demandas com mais efici\u00eancia. Dessa forma, melhoram o desempenho da equipe e aumentam a satisfa\u00e7\u00e3o dos clientes.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Veja que o <a href=\"https:\/\/gsuite.google.com\/partner\/recommended\/\">Google recomenda o Freshdesk<\/a> como software;<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-zoho-desk\"><a href=\"https:\/\/www.bybrand.io\/pt\/integrations\/zohodesk\">Zoho Desk<\/a><\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"369\" src=\"https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/zohodesk-home.jpg\" alt=\"Zoho Desk site\" class=\"wp-image-5022\" srcset=\"https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/zohodesk-home.jpg 800w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/zohodesk-home-300x138.jpg 300w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/zohodesk-home-150x69.jpg 150w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/zohodesk-home-768x354.jpg 768w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2021\/04\/zohodesk-home-420x194.jpg 420w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">O Zoho Desk se apresenta como o primeiro software de suporte ao cliente sens\u00edvel ao contexto.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Informa\u00e7\u00f5es contextuais para cada intera\u00e7\u00e3o com o cliente. Isso significa que o hist\u00f3rico do cliente, suas atividades, seus problemas anteriores &#8211; qualquer coisa que ajude o agente de servi\u00e7o a entender melhor o problema e conduzir sua resolu\u00e7\u00e3o r\u00e1pida.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Veja a integra\u00e7\u00e3o do <a href=\"https:\/\/www.zoho.com\/g-suite\/desk\/\">Zoho Desk para clientes do G Suite<\/a>;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-fechando\">Fechando<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Talvez, a sua maior dificuldade seja escolher uma dessas duas plataformas.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Se voc\u00ea tem d\u00favidas sobre o Freshdesk ou Zoho Desk, fique \u00e0 vontade para enviar as suas perguntas. Estamos \u00e0 disposi\u00e7\u00e3o para ajud\u00e1-lo a fazer boas aquisi\u00e7\u00f5es no setor de TI!<\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div class=\"wp-block-media-text alignwide is-stacked-on-mobile is-vertically-aligned-center is-image-fill-element has-white-background-color has-text-color has-background\" style=\"color:#333333;padding-top:0;padding-bottom:0;grid-template-columns:20% auto\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"536\" src=\"https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2026\/05\/signature-block-footer3-1024x536.png\" alt=\"Signature block footer\" class=\"wp-image-28045 size-full\" style=\"object-position:4% 52%\" srcset=\"https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2026\/05\/signature-block-footer3-1024x536.png 1024w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2026\/05\/signature-block-footer3-300x157.png 300w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2026\/05\/signature-block-footer3-150x79.png 150w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2026\/05\/signature-block-footer3-768x402.png 768w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2026\/05\/signature-block-footer3-390x204.png 390w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2026\/05\/signature-block-footer3-820x429.png 820w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2026\/05\/signature-block-footer3-1180x618.png 1180w, https:\/\/www.bybrand.io\/blog\/wp-content\/uploads\/2026\/05\/signature-block-footer3.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n<h3 class=\"wp-block-heading\" id=\"h-crie-sua-primeira-assinatura-de-e-mail-com-a-bybrand\">Crie sua primeira assinatura de e-mail com a Bybrand<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Crie, gerencie e implemente assinaturas de e-mail poderosas para a sua equipe, usando a Bybrand.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/app.bybrand.io\/auth\/create\" style=\"background-color:#0d423e\" target=\"_blank\" rel=\"noreferrer noopener\">Comece um teste gratuito<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Ou <a href=\"https:\/\/www.bybrand.io\/pt\">obtenha mais informa\u00e7\u00f5es<\/a>.<\/p>\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"Para ajud\u00e1-lo a compreender melhor o funcionamento de um software de helpdesk, destacaremos 5 motivos para adot\u00e1-lo e recursos valiosos que a ferramenta oferece aos clientes\n","protected":false},"author":4,"featured_media":1741,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-1282","post","type-post","status-publish","format-standard","has-post-thumbnail","category-dicas"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - 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