{"id":105824,"date":"2021-06-10T12:17:58","date_gmt":"2021-06-10T12:17:58","guid":{"rendered":"https:\/\/onedesk.com\/hoe-om-te-gaan-met-verwaarloosde-tickets\/"},"modified":"2021-06-10T12:17:58","modified_gmt":"2021-06-10T12:17:58","slug":"hoe-om-te-gaan-met-verwaarloosde-tickets","status":"publish","type":"post","link":"https:\/\/onedesk.com\/nl\/hoe-om-te-gaan-met-verwaarloosde-tickets\/","title":{"rendered":"Hoe om te gaan met verwaarloosde tickets"},"content":{"rendered":"

Wil je er zeker van zijn dat er geen tickets door de kieren vallen? Met OneDesk is het gemakkelijk om inkomende tickets automatisch toewijzen<\/a> om ervoor te zorgen dat elk ticket aan een agent wordt toegewezen. Maar het resolutieproces stopt daar niet. U moet er ook voor zorgen dat de reacties van toegewezen agenten tijdig plaatsvinden, zelfs als ze ziek zijn, op vakantie zijn of gewoon iets missen. En u wilt niet voortdurend tickets moeten beoordelen om er zeker van te zijn dat niets over het hoofd wordt gezien.<\/p>\n

OneDesk heeft een volledig uitgeruste Functie Service Level Agreements (SLA)<\/a> ingebouwd om te formaliseren en tijdige reacties te garanderen. Als u echter op zoek bent naar een snelle manier om gewaarschuwd te worden voor verwaarloosde tickets, dan zorgt een snelle en eenvoudige automatisering ook daarvoor.<\/p>\n

Het automatiseren van de herinnering voor achterstallige of niet-beantwoorde tickets<\/h2>\n

Voor degenen onder u die bekend zijn met de automatiseringsfunctie van OneDesk, u weet dat het met een beetje fantasie een grote verscheidenheid aan dingen kan doen. We verbeteren het ook altijd, dus alleen omdat het vorige maand iets niet deed, betekent niet dat het nu niet kan. U kunt automatiseringen aanmaken in OneDesk onder ‘Beheer’> Kaartjes> Workflow Automatiseringen’<\/p>\n

De onderstaande automatisering wijst opnieuw tickets toe die 24 uur niet zijn aangeraakt. Laten we het opsplitsen:<\/p>\n

Filters:<\/strong> (blauwe labels) Deze automatisering is van toepassing op Tickets, die niet “Gesloten” zijn en niet zijn gewijzigd in de afgelopen 24 uur.
\nOp gang brengen:<\/strong> (oranje label) Deze automatisering draait elk uur, op zoek naar tickets die aan deze criteria voldoen.
\nacties:<\/strong> (groene labels) Voor elk gevonden ticket dat aan deze criteria voldoet, wordt de automatisering opnieuw toegewezen aan het ‘Management’-team. U kunt in plaats daarvan verschillende andere acties ondernemen, waaronder een herinneringsbericht aan de toegewezen persoon, een automatisch antwoord aan de klant of een herprioritering. U kunt zelfs meerdere acties hebben.<\/p>\n

\"re-assign<\/p>\n

Dus daar heb je het – een eenvoudige automatisering om ervoor te zorgen dat geen enkel ticket wordt verwaarloosd en dat er niets tussen de oren valt. Heeft u een andere situatie waarvan u wilt weten of deze geautomatiseerd kan worden? Vraag het ons hier in de comments, of in de live chat.<\/p>\n","protected":false},"excerpt":{"rendered":"

Wil je er zeker van zijn dat er geen tickets door de kieren vallen? Met OneDesk is het gemakkelijk om inkomende tickets automatisch toewijzen om ervoor te zorgen dat elk ticket aan een agent wordt toegewezen. Maar het resolutieproces stopt daar niet. U moet er ook voor zorgen dat de reacties van toegewezen agenten tijdig […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","_crdt_document":"","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 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":[9715,9709],"tags":[],"class_list":["post-105824","post","type-post","status-publish","format-standard","hentry","category-1-hoe-onedesk-te-gebruiken","category-6-helpdesk-lab-nl"],"yoast_head":"\nHoe om te gaan met verwaarloosde tickets | Helpdesksoftware | OneDesk<\/title>\n<meta name=\"description\" content=\"OneDesk is een helpdesk gecombineerd met projectmanagement op \u00e9\u00e9n platform. 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