{"id":64178,"date":"2021-03-10T19:06:03","date_gmt":"2021-03-10T19:06:03","guid":{"rendered":"https:\/\/onedesk.com\/service-level-management-software\/"},"modified":"2021-12-15T17:55:03","modified_gmt":"2021-12-15T17:55:03","slug":"service-level-management-software","status":"publish","type":"page","link":"https:\/\/onedesk.com\/de\/helpdesk-software-2\/service-level-management-software\/","title":{"rendered":"Service-Level-Management-Software"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"64178\" class=\"elementor elementor-64178 elementor-47620\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5149fec5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5149fec5\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e3be44\" data-id=\"e3be44\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5c539a8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5c539a8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-fabd569\" data-id=\"fabd569\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d8a44c1 elementor-widget elementor-widget-heading\" data-id=\"d8a44c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Service-Level-Management-Software<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b18a1e4 elementor-widget elementor-widget-text-editor\" data-id=\"b18a1e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Service Level Agreements (SLA) definieren Reaktions- oder L\u00f6sungszeiten f\u00fcr eingehende Tickets. Der HelpDesk von OneDesk umfasst eine intuitive Service Level Agreement Management-Software, mit der Sie Ihre angestrebten Reaktionszeiten einhalten und Ihre Kunden oder Endbenutzer besser bedienen k\u00f6nnen.&nbsp;<span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-bd66c62-font-family ), Sans-serif; font-size: var( --e-global-typography-bd66c62-font-size ); font-weight: var( --e-global-typography-bd66c62-font-weight ); letter-spacing: var( --e-global-typography-bd66c62-letter-spacing ); font-style: inherit;\">Hier sind einige Vorteile der Verwendung von Service Level Agreements in Ihren Tickets:<\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-08377e0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"08377e0\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-a3636fa\" data-id=\"a3636fa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5d2bc31 elementor-widget elementor-widget-image\" data-id=\"5d2bc31\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/setting-expectations-1-150x150.png\" class=\"attachment-thumbnail size-thumbnail wp-image-143079\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4619b4d elementor-widget elementor-widget-image\" data-id=\"4619b4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/clock-80x80-1.png\" class=\"attachment-thumbnail size-thumbnail wp-image-143324\" alt=\"Zeit\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-a43b3e4\" data-id=\"a43b3e4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c993f28 elementor-widget elementor-widget-heading\" data-id=\"c993f28\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Erwartungen setzen<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a01c443 elementor-widget elementor-widget-text-editor\" data-id=\"a01c443\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Service Level Agreements definieren den Servicegrad, den ein Unternehmen seinen Kunden bietet. Diese Service-Level umfassen die Reaktionszeit des Agenten auf Kundenanfragen, die L\u00f6sungszeit und die Kosten der Services.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7aab78e elementor-widget elementor-widget-heading\" data-id=\"7aab78e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Zeitspezifisch<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-295bc4d elementor-widget elementor-widget-text-editor\" data-id=\"295bc4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Die meisten SLAs sind zeitspezifisch und stellen den Kunden sicher, dass der erbrachte Service innerhalb einer bestimmten Frist erfolgt. Infolgedessen sind Agenten mit der L\u00f6sung von Tickets konsistent.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-81872b2\" data-id=\"81872b2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8cc6955 elementor-widget elementor-widget-image\" data-id=\"8cc6955\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/medal-1-80x80-1.png\" class=\"attachment-thumbnail size-thumbnail wp-image-143335\" alt=\"bullseye\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37a2346 elementor-widget elementor-widget-image\" data-id=\"37a2346\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/medal-80x80-1.png\" class=\"attachment-thumbnail size-thumbnail wp-image-143313\" alt=\"Medaille\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-c0d2321\" data-id=\"c0d2321\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-90e7423 elementor-widget elementor-widget-heading\" data-id=\"90e7423\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Ziele erreichen<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a479d7e elementor-widget elementor-widget-text-editor\" data-id=\"a479d7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>SLAs erm\u00f6glichen es Supportagenten, die Service-Level-Erwartungen eines Kunden zu erf\u00fcllen. Durch die Erf\u00fcllung dieser Erwartungen werden Agenten im Umgang mit Kundenanfragen kompetenter.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2ad8ea elementor-widget elementor-widget-heading\" data-id=\"a2ad8ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Wettbewerbsvorteil<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e7c7e9f elementor-widget elementor-widget-text-editor\" data-id=\"e7c7e9f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Nicht alle Service Provider sind bereit, Service Level Agreements anzubieten. Als Unternehmen k\u00f6nnen Sie SLAs anbieten, um Ihren Kunden einen besseren Service zu bieten.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ea01c11 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ea01c11\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-67805f4\" data-id=\"67805f4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-827672f elementor-widget elementor-widget-image\" data-id=\"827672f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"814\" height=\"528\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA.png\" class=\"attachment-large size-large wp-image-186402\" alt=\"\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA.png 814w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-300x195.png 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-768x498.png 768w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-463x300.png 463w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-255x165.png 255w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-123x80.png 123w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-62x40.png 62w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-480x311.png 480w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-500x324.png 500w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-750x486.png 750w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA-360x234.png 360w\" sizes=\"(max-width: 814px) 100vw, 814px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-7dfeb36\" data-id=\"7dfeb36\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5f3484d elementor-widget elementor-widget-heading\" data-id=\"5f3484d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">OneDesk Service Level Agreements<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad9e0d5 elementor-widget elementor-widget-text-editor\" data-id=\"ad9e0d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Die <a href=\"https:\/\/onedesk.com\/videos\/service-level-agreements-slas-in-onedesk\/\">Service Level Agreements<\/a> der OneDesk Service Level Management Software sind einfach zu verwenden. In OneDesk k\u00f6nnen mehrere SLAs erstellt werden, die jeweils einem Tickettyp zugeordnet sind. Standardm\u00e4\u00dfig werden SLAs in Tickets mithilfe einer Beispiel-SLA-Richtlinie aktiviert.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1fc9292 elementor-widget elementor-widget-heading\" data-id=\"1fc9292\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Erstellen Sie SLAs in OneDesk<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c38954 elementor-widget elementor-widget-text-editor\" data-id=\"9c38954\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Sie k\u00f6nnen SLAs erstellen oder bearbeiten, indem Sie Ihr OneDesk-Verwaltungsfenster \u00f6ffnen. Klicken Sie dann im Antragsbereich auf \u201eTicket\u201c, scrollen Sie nach unten und klicken Sie auf \u201eSLA erstellen\u201c. Benennen Sie einfach das SLA und vervollst\u00e4ndigen Sie das Raster der Zeiten im Vergleich zu den Ticketpriorit\u00e4ten f\u00fcr jede Art von Antwort.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68cb616 elementor-widget elementor-widget-heading\" data-id=\"68cb616\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SLAs automatisieren<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21fa8ae elementor-widget elementor-widget-text-editor\" data-id=\"21fa8ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In OneDesk k\u00f6nnen Sie SLA-Richtlinien durch Workflow-Automatisierung auf jedes Ticket anwenden. Mit der <a href=\"https:\/\/onedesk.com\/videos\/workflow-automations-in-onedesk\/\">Workflow-Automatisierungsfunktion<\/a> k\u00f6nnen Sie Ihre Regeln eingeben, um den Prozess der Verkn\u00fcpfung Ihrer SLA-Richtlinien mit Tickettypen zu automatisieren. Dadurch entf\u00e4llt die Notwendigkeit, jedem Tickettyp manuell SLA-Richtlinien hinzuzuf\u00fcgen, und reduziert die sich wiederholende Arbeit f\u00fcr den Agenten.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ecbb97e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ecbb97e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-74c6129\" data-id=\"74c6129\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3abf59e elementor-widget elementor-widget-heading\" data-id=\"3abf59e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Bevorstehende Verst\u00f6\u00dfe benachrichtigen<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6aeff0d elementor-widget elementor-widget-text-editor\" data-id=\"6aeff0d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Reagieren Sie rechtzeitig, um die Dienstleistung innerhalb des vereinbarten Zeitraums zu erbringen. Mit der Workflow-Automatisierung von OneDesk k\u00f6nnen Sie Agenten \u00fcber SLA-Verst\u00f6\u00dfe benachrichtigen.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0f5f48e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0f5f48e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-14e9553\" data-id=\"14e9553\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ce12a7f elementor-widget elementor-widget-heading\" data-id=\"ce12a7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">OneDesk SLA-\u00dcberwachung<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f741c5 elementor-widget elementor-widget-text-editor\" data-id=\"9f741c5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Sie k\u00f6nnen Ihre SLAs \u00fcber Ihre Ansichten in OneDesk \u00fcberwachen. Ansichten erm\u00f6glichen es Ihnen und Ihren Teammitgliedern, <a href=\"https:\/\/onedesk.com\/videos\/creating-custom-views-for-tickets-tasks\/\">Ihre Ansichten zu personalisieren<\/a> , indem Sie Filter, Layouts und Gruppen hinzuf\u00fcgen. Sie k\u00f6nnen einfach ein Layout basierend auf den 6 Standardansichten in OneDesk ausw\u00e4hlen. F\u00fcgen Sie den Filter \u201eSLA-Verletzung\u201c oder \u201eSLA j\/n\u201c hinzu und f\u00fcgen Sie alle anderen Details \u00fcber Gruppen oder erweiterte Filteroptionen hinzu.<\/p>\n<p>Sie k\u00f6nnen Ihre SLA-Ansichten erstellen, indem Sie Eigenschaften im Dropdown-Men\u00fc Gruppe ausw\u00e4hlen.<\/p>\n<ul>\n<li>Status<\/li>\n<li>Schl\u00fcsselinformation<\/li>\n<li>Beauftragte<\/li>\n<li>Anh\u00e4nger<\/li>\n<li>Anforderer<\/li>\n<li>Diskussionen<\/li>\n<li>Termine<\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-3cdb0bc\" data-id=\"3cdb0bc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3c3e6ec elementor-widget elementor-widget-image\" data-id=\"3c3e6ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"735\" height=\"300\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/2020-03-06-23-735x300-1.png\" class=\"attachment-large size-large wp-image-142780\" alt=\"sla monitoring\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/2020-03-06-23-735x300-1.png 735w, https:\/\/onedesk.com\/wp-content\/uploads\/2021\/11\/2020-03-06-23-735x300-1-300x122.png 300w\" sizes=\"(max-width: 735px) 100vw, 735px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9df7c5b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9df7c5b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7224061\" data-id=\"7224061\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bec9c30 elementor-widget elementor-widget-text-editor\" data-id=\"bec9c30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Hier sind einige Beispiele f\u00fcr SLA-Ansichten, mit denen Sie Ihre SLAs \u00fcberwachen k\u00f6nnen:<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b75a6f elementor-widget elementor-widget-heading\" data-id=\"2b75a6f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SLA-Verst\u00f6\u00dfe<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ee71ef elementor-widget elementor-widget-text-editor\" data-id=\"2ee71ef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In der Ansicht SLA-Verletzungen k\u00f6nnen Sie verletzte Tickets \u00fcberwachen. Es enth\u00e4lt Informationen wie die Verletzungszeit, die erste Reaktionszeit und die L\u00f6sungszeit. Als Betrachter k\u00f6nnen Sie auch Ihre Tickets ohne SLA-Verletzung \u00fcberwachen.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb3698c elementor-widget elementor-widget-heading\" data-id=\"cb3698c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SLA nach Priorit\u00e4t<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c17bc12 elementor-widget elementor-widget-text-editor\" data-id=\"c17bc12\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Sie k\u00f6nnen Ihr SLA auch nach Priorit\u00e4tsansicht erstellen. Durch Hinzuf\u00fcgen des SLA-J\/N-Filters k\u00f6nnen Sie im Dropdown-Men\u00fc \u201eGruppe\u201c Priorit\u00e4ten hinzuf\u00fcgen und SLAs basierend auf Priorit\u00e4t anzeigen. Sie k\u00f6nnen ein Layout f\u00fcr diese Ansicht mit den 6 Standardansichten in OneDesk ausw\u00e4hlen. Tree bietet beispielsweise eine Hierarchie der Ticketelemente. W\u00e4hrend Gannt-Diagramme Ihnen Ihre Planung im Vergleich zu den tats\u00e4chlichen Ergebnissen in blauen und gr\u00fcnen Balken anzeigen.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e9e44e4 elementor-widget elementor-widget-heading\" data-id=\"e9e44e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SLA nach Bevollm\u00e4chtigten<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ba88fc elementor-widget elementor-widget-text-editor\" data-id=\"9ba88fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Sie k\u00f6nnen Ihre Ansicht auch gem\u00e4\u00df SLA durch Beauftragte personalisieren. Das SLA nach Beauftragten enth\u00e4lt Details zu Agenten, die an Tickets mit SLA-Richtlinien arbeiten. Sie k\u00f6nnen diese Ansicht erstellen, indem Sie den SLA-J\/N-Filter hinzuf\u00fcgen und die Ansicht dann nach Verantwortlichen gruppieren. Wie bei den anderen benutzerdefinierten Ansichten oben k\u00f6nnen Sie auch den am besten geeigneten Layouttyp basierend auf Ihrer Ansicht ausw\u00e4hlen.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efef789 elementor-widget elementor-widget-heading\" data-id=\"efef789\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">SLA nach Kundenorganisation<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-466d024 elementor-widget elementor-widget-text-editor\" data-id=\"466d024\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>\u00dcber Meine Ansichten k\u00f6nnen Sie auch eine Ansicht erstellen, in der die SLAs nach \u201eKundenorganisation\u201c angezeigt werden. Falls Sie es mit mehreren Gesch\u00e4ftskunden zu tun haben und jeder \u00fcber eigene SLA-Richtlinien verf\u00fcgt, erstellen Sie einfach die SLA nach Kundenorganisationsansicht. Generieren Sie diese Ansicht, indem Sie den SLA-J\/N-Filter hinzuf\u00fcgen, und gruppieren Sie die Ansicht dann nach der Kundenorganisation. W\u00e4hlen Sie das beste Layout, das Ihren Anforderungen am besten entspricht.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a0e8e4d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a0e8e4d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9f22bdc\" data-id=\"9f22bdc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-204118e elementor-align-center elementor-widget elementor-widget-button\" data-id=\"204118e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/onedesk.com\/de\/melde-dich-kostenlos-an\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Melde dich kostenlos an!<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0721cfb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0721cfb\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-900d041\" data-id=\"900d041\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-980981f elementor-widget elementor-widget-heading\" data-id=\"980981f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Lesen Sie mehr \u00fcber Service Level Agreements in OneDesk:<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-40e4b1c elementor-widget elementor-widget-text-editor\" data-id=\"40e4b1c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/onedesk.com\/videos\/service-level-agreements-slas-in-onedesk\/\">Video: Service Level Agreements in OneDesk<\/a><br \/><a href=\"https:\/\/onedesk.com\/de\/verbesserung-der-antwortzeiten-ihres-helpdesks-mithilfe-von-slas\/\">Verbessern Sie Ihre Helpdesk-Reaktionszeiten mit SLAs<\/a><br \/><a href=\"https:\/\/onedesk.com\/de\/wie-ein-software-unternehmen-onedesk-verwendet-um-seine-service-level-vereinbarungen-zu-verwalten\/\">Wie ein Softwareunternehmen OneDesk verwendet, um seine Service Level Agreements zu verwalten<\/a><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Service-Level-Management-Software Service Level Agreements (SLA) definieren Reaktions- oder L\u00f6sungszeiten f\u00fcr eingehende Tickets. Der HelpDesk von OneDesk umfasst eine intuitive Service Level Agreement Management-Software, mit der Sie Ihre angestrebten Reaktionszeiten einhalten und Ihre Kunden oder Endbenutzer besser bedienen k\u00f6nnen.&nbsp;Hier sind einige Vorteile der Verwendung von Service Level Agreements in Ihren Tickets: Erwartungen setzen Service Level Agreements [&hellip;]<\/p>\n","protected":false},"author":24,"featured_media":0,"parent":64573,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"tpgb_global_settings":"","inline_featured_image":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":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","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 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