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Instant message method, device and system

A communication method and technology of a communication device, applied in the field of Internet communication, can solve problems such as inability to conveniently obtain problem-related information, high operation and maintenance costs, and complicated processing procedures, so as to shorten the problem processing cycle, save operation and maintenance costs, and simplify problem handling The effect of the process

Active Publication Date: 2017-02-15
TENCENT TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] In view of this, the object of the present invention is to provide an instant messaging method, device and system to solve the problem that users cannot obtain problem-related information conveniently, accurately, and completely, and the problem-handling process is complicated, the problem-handling period is long, and the operation and maintenance costs higher technical issues

Method used

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  • Instant message method, device and system
  • Instant message method, device and system
  • Instant message method, device and system

Examples

Experimental program
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Effect test

Embodiment 1

[0063] Such as figure 2 As shown, an instant messaging method provided by an embodiment of the present invention is applied to a first terminal. The first terminal can be implemented on any terminal. The terminal can be a mobile terminal (such as a mobile phone, a tablet computer, etc.), or a fixed one. The terminal device (such as a personal computer), the specific implementation of the terminal is not limited in the embodiment of the present invention, and the method includes:

[0064] S201: After receiving the problem feedback request of the first user, obtain problem description information confirmed by the first user.

[0065] Specifically, there is a one-click upload button on the main panel of the instant messaging client of the first terminal and the toolbar of the instant messaging client session window of the second terminal. such as image 3 The "HELP" button for a Chinese enterprise instant messaging client session. When the first user encounters a problem while using...

Embodiment 2

[0081] Such as Figure 5 As shown, an instant messaging method provided by an embodiment of the present invention is applied to a first terminal, and the method includes the following steps:

[0082] S501: After receiving the problem feedback request of the first user, obtain problem description information confirmed by the first user.

[0083] S502. Automatically take a screenshot of the problem site window information, and package it together with the problem description information and the local instant messaging operation log file, encrypted and compressed.

[0084] S503. Upload the compressed file to the file storage server and notify the operation server.

[0085] S504: Determine whether it is necessary to obtain problem related information of the second terminal involved, if yes, perform step S505, otherwise, perform step S506.

[0086] S505. The first terminal notifies the involved second terminal.

[0087] Specifically, if the first user selects the problem-related information o...

Embodiment 3

[0092] Such as Image 6 As shown, an instant messaging method provided by an embodiment of the present invention is applied to a second terminal. The second terminal can be implemented on any terminal. The terminal can be a mobile terminal (such as a mobile phone, a tablet computer, etc.), or a fixed one. The terminal device (such as a personal computer), the specific implementation of the terminal is not limited in the embodiment of the present invention, and the method includes:

[0093] S601. After receiving the notification from the first terminal, obtain the problem ID.

[0094] Specifically, when the first user chooses to provide information related to the problem of the second terminal involved, the second notification message sent by the first terminal to the second terminal triggers the second terminal to collect the problem site window information and instant information of the second terminal. Communication operation log file. The second notification message carries the...

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Abstract

The present invention discloses an instant message method, device and system, belonging to the internet communication field. The method comprises: after a first terminal receives a first user's problem feedback request, obtaining the problem description information confirmed by the first user; automatically perform screen capture of the problem scene window information, packing the problem scene window information and the problem description information together, and compressing the packing file; uploading the compressed file to a file storage sever, and informing an operation server; downloading the compressed file from the file storage sever through the operation server, and analyzing the information related to the problem; and sending the information related to the problem to an operation terminal. According to the embodiment of the invention, the user side can rapidly, accurately and completely perform one-key submission of problems to be encountered so as to improve the automation degree; and moreover, the operation server can download the compressed file for the file storage server and can analyze and send the information related to the problem to the operation terminal so as to simplify the problem processing flow, shorten the problem processing period and reduce the operation maintenance cost.

Description

Technical field [0001] The present invention relates to the field of Internet communication technology, and in particular to an instant communication method, device and system. Background technique [0002] With the development of instant messaging software, more and more companies and individuals use instant messaging for internal and external communication, which can not only reduce the cost of building a system, but also facilitate communication between employees and employees, and employees and customers. [0003] At present, users who encounter any problems in the process of using instant messaging software can be notified to the customer service in the form of operation and maintenance documents. After the customer service personnel understand and analyze the user’s problem, if the problem cannot be solved, it is necessary to manually collect the necessary user information. Including information such as login numbers, software usage logs, site screenshots, and path descriptio...

Claims

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Application Information

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IPC IPC(8): H04L12/58H04L29/08
CPCH04L51/046H04L67/06
Inventor 方昭潭
Owner TENCENT TECH (SHENZHEN) CO LTD
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