{"id":37164,"date":"2024-03-08T09:30:07","date_gmt":"2024-03-08T08:30:07","guid":{"rendered":"https:\/\/www.viafirma.com\/?post_type=faq&#038;p=37164"},"modified":"2024-03-14T14:14:25","modified_gmt":"2024-03-14T13:14:25","slug":"guia-de-acceso-al-canal-de-soporte","status":"publish","type":"faq","link":"https:\/\/www.viafirma.com\/es\/faqs\/guia-de-acceso-al-canal-de-soporte\/","title":{"rendered":"Gu\u00eda de acceso al canal de soporte"},"content":{"rendered":"\r\n<h2 class=\"wp-block-heading\">Alta en el canal de soporte<\/h2>\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<p>Para acceder al canal de soporte deber\u00e1 solicitar el acceso a Viafirma al contratar cualquiera de sus servicios.<\/p>\r\n\r\n\r\n\r\n<p>Una vez procesada el alta, el sistema enviar\u00e1 un correo electr\u00f3nico al usuario autorizado con un link seguro para la activaci\u00f3n de la cuenta. En ese momento el usuario podr\u00e1 establecer su propia contrase\u00f1a.<\/p>\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.viafirma.com\/wp-content\/uploads\/2020\/02\/contrasena-1.png\" alt=\"\" \/><\/figure>\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<p>Una vez completados los pasos podr\u00e1 acceder al canal de soporte: <a href=\"https:\/\/soporte.viafirma.com\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">https:\/\/soporte.viafirma.com\/<\/a> \u00a0<\/p>\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">Crear un nuevo ticket<\/h2>\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading\">Desde correo electr\u00f3nico<\/h3>\r\n\r\n\r\n\r\n<p>Cualquier usuario podr\u00e1 enviar un correo electr\u00f3nico a cualquiera de estas direcciones:<\/p>\r\n\r\n\r\n\r\n<ul class=\"wp-block-list\">\r\n<li>helpdesk@viafirma<\/li>\r\n<li>ayuda@viafirma.com<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n<p>En el caso de que el remitente del correo electr\u00f3nico estuviera registrado como usuario de soporte, y asignado a una cuenta de cliente en concreto, se crear\u00e1 un ticket asociado a la respectiva cuenta y SLA asociado.<\/p>\r\n\r\n\r\n\r\n<p>El sistema asignar\u00e1 un n\u00famero de seguimiento, y el usuario podr\u00e1 interactuar en todo momento haciendo uso del mismo hilo de correo, incluyendo respuestas o adjuntos de documentos, im\u00e1genes o cualquier otro recurso que necesite remitir.<\/p>\r\n\r\n\r\n\r\n<p>Si el remitente no estuviera asociado a ninguna cuenta de cliente en particular, no se activar\u00e1 de forma autom\u00e1tica ning\u00fan procedimiento espec\u00edfico, siendo contestado por el equipo de soporte a la mayor brevedad para orientar al usuario. \u00a0<\/p>\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading\">Desde el portal de usuario<\/h3>\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<p>Accediendo al sitio web <a href=\"https:\/\/soporte.viafirma.com\" target=\"_blank\" rel=\"noopener noreferrer\">https:\/\/soporte.viafirma.com<\/a> con el usuario y contrase\u00f1a remitidos por correo, el usuario tiene a su disposici\u00f3n un portal donde podr\u00e1 crear nuevos tickets:<\/p>\r\n\r\n\r\n\r\n\r\n\r\n<figure class=\"wp-block-image\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.viafirma.com\/wp-content\/uploads\/2020\/02\/envie_ticket-768x749.png\" alt=\"\" \/><\/figure>\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<h2 class=\"wp-block-heading\">Seguimiento de solicitudes<\/h2>\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading\">Desde el correo electr\u00f3nico<\/h3>\r\n\r\n\r\n\r\n<p>Cualquier intervenci\u00f3n realizada sobre una solicitud es notificada sobre el mismo hilo de correo. Sin embargo, si se desea conocer m\u00e1s detalles del estado de la solicitud, revisar hist\u00f3rico de comentarios, adjuntos, etc., se deber\u00e1 acceder al portal de usuario y localizar la petici\u00f3n por su n\u00famero de seguimiento.<\/p>\r\n\r\n\r\n\r\n<h3 class=\"wp-block-heading\">Desde el portal de usuarios<\/h3>\r\n\r\n\r\n\r\n<p>El portal ofrece seguimiento las solicitudes propias y de las del resto de la compa\u00f1\u00eda, aunque estas \u00faltimas hayan sido reportadas por otros usuarios:<\/p>\r\n<p>&nbsp;<\/p>\r\n\r\n\r\n\r\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.viafirma.com\/wp-content\/uploads\/2020\/02\/mi_area.png\" \/><\/p>","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[75],"class_list":["post-37164","faq","type-faq","status-publish","hentry","category-generales"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.viafirma.com\/es\/wp-json\/wp\/v2\/faq\/37164","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.viafirma.com\/es\/wp-json\/wp\/v2\/faq"}],"about":[{"href":"https:\/\/www.viafirma.com\/es\/wp-json\/wp\/v2\/types\/faq"}],"version-history":[{"count":0,"href":"https:\/\/www.viafirma.com\/es\/wp-json\/wp\/v2\/faq\/37164\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.viafirma.com\/es\/wp-json\/wp\/v2\/media?parent=37164"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.viafirma.com\/es\/wp-json\/wp\/v2\/categories?post=37164"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}