{"id":111443,"date":"2021-06-23T13:05:57","date_gmt":"2021-06-23T13:05:57","guid":{"rendered":"https:\/\/onedesk.com\/forbedre-helpdesk-responstid-bruk-slas\/"},"modified":"2021-06-23T13:06:26","modified_gmt":"2021-06-23T13:06:26","slug":"forbedre-helpdesk-responstid-bruk-slas","status":"publish","type":"post","link":"https:\/\/onedesk.com\/no\/forbedre-helpdesk-responstid-bruk-slas\/","title":{"rendered":"Forbedre responstiden for helpdesk ved hjelp av SLA"},"content":{"rendered":"<h3>Hva er SLAs?<\/h3>\n<p>Serviceniv\u00e5avtaler (SLAs) er retningslinjer som definerer serviceniv\u00e5et du leverer. Disse retningslinjene kodifiserer vanligvis hvor lang tid det tar \u00e5 svare p\u00e5 kundeserviceforesp\u00f8rsler, hvor lang tid f\u00f8r du leverer en l\u00f8sning, og hvor mye det vil koste. Ofte vil disse SLAene v\u00e6re i form av en avtale eller kontrakt med en bestemt kunde, men ofte vil de ganske enkelt v\u00e6re en policy selskapet legger p\u00e5 plass for alle kunder.<\/p>\n<p>Mens kontraktene med kunder kan ha definert inntekter og straffer, brukes generelle SLAer for \u00e5 m\u00e5le og forbedre responsen til kundesupportteamet, og \u00f8ke kundens lykke.<\/p>\n<h3>Hvordan kan helpdesk-programvaren hjelpe deg med \u00e5 levere serviceniv\u00e5avtaler?<\/h3>\n<p>Helpdesk-programvaren gj\u00f8r det enklere \u00e5 bruke SLA-er i bedriften din ved \u00e5 tilby noen nyttige funksjoner:<\/p>\n<ul>\n<li>Evnen til \u00e5 definere en eller flere policyer som dekker svar og oppl\u00f8sningstider for billetter.<\/li>\n<li>Verkt\u00f8y for automatisk \u00e5 knytte innkommende billetter til disse retningslinjene, med fleksible regler for \u00e5 knytte forskjellige billetter til forskjellige policyer.<\/li>\n<li>Meldinger sendt til den tildelte samfunnsansvaren f\u00f8r de bryter med retningslinjene slik at de kan svare i tide. Disse funksjonene sammen lar deg definere serviceniv\u00e5policyene dine, tildele billetter til dem og holde teamet ditt vurdert av hva de trenger \u00e5 fokusere p\u00e5 .Her er hvordan OneDesk spesielt leverer disse funksjonene:<br \/>\n<h3>Definere SLA-retningslinjene dine:<\/h3>\n<p>\u00c5pne administrasjonspanelet og velg &#8220;billetter&#8221; -fanen. Bla til bunnen for \u00e5 se SLA-delen.<br \/>\n<img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter size-full wp-image-111452\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1.png\" alt=\"\" width=\"1050\" height=\"241\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1.png 1050w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-300x69.png 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-768x176.png 768w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-1024x235.png 1024w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-255x59.png 255w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-349x80.png 349w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-174x40.png 174w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-480x110.png 480w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-500x115.png 500w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-750x172.png 750w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA1-360x83.png 360w\" sizes=\"(max-width: 1050px) 100vw, 1050px\" \/><\/li>\n<li>Som standard er SLAer aktivert p\u00e5 billetter, og det er allerede opprettet en SLA-policy (kalt &#8220;Sample SLA&#8221;).<\/li>\n<li>Hvis du vil skjule SLA p\u00e5 billetter, er det bare \u00e5 vri bryteren. Du kan ogs\u00e5 aktivere SLA for oppgaver og funksjoner, men dette er en sjeldnere brukssak.<\/li>\n<li>Du kan slette eller endre SLA-policyen for eksempel eller opprette en ny ved \u00e5 klikke &#8220;Opprett SLA&#8221;.<br \/>\n<img decoding=\"async\" class=\"aligncenter size-full wp-image-90072\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/create-SLA.png\" alt=\"\" width=\"814\" height=\"528\" 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\" \/><br \/>\nFor \u00e5 opprette en SLA-policy, er det bare \u00e5 fylle ut skjemaet ved \u00e5 gi det et navn og fylle ut rutenettet med ganger mot billettprioriteter for hver type svar. For \u00e5 forst\u00e5 de forskjellige typene svar, les avsnittet under &#8220;Forst\u00e5 SLA-policyen&#8221;. N\u00e5r den er lagret, vises policyen i listen over SLAer.<\/p>\n<h3>Bruk av SLA-retningslinjene p\u00e5 billetter<\/h3>\n<p>N\u00e5r du har opprettet retningslinjene dine, m\u00e5 du knytte billetter til dem. P\u00e5 billettopplysningene kan du se SLA som er brukt p\u00e5 billetten, og du kan ogs\u00e5 endre den der.<br \/>\n<img decoding=\"async\" class=\"aligncenter size-full wp-image-111453\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA3.png\" alt=\"\" width=\"449\" height=\"111\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA3.png 449w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA3-300x74.png 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA3-255x63.png 255w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA3-324x80.png 324w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA3-162x40.png 162w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA3-360x89.png 360w\" sizes=\"(max-width: 449px) 100vw, 449px\" \/><br \/>\nImidlertid vil du ikke bruke policyen manuelt p\u00e5 hver billett, men i stedet opprette en regel ved hjelp av arbeidsflytautomatiseringsmotoren for \u00e5 gj\u00f8re det for deg. For \u00e5 gj\u00f8re dette, g\u00e5 til Administrasjon&gt; Billetter, og bla til &#8220;automatisering av arbeidsflyt&#8221;. Forsikre deg om at &#8220;Vis deaktiverte automatiseringer&#8221; er P\u00c5.<br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-111454\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations.png\" alt=\"\" width=\"1050\" height=\"500\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations.png 1050w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-300x143.png 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-768x366.png 768w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-1024x488.png 1024w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-630x300.png 630w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-255x121.png 255w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-168x80.png 168w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-84x40.png 84w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-480x229.png 480w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-500x238.png 500w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-750x357.png 750w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-automations-360x171.png 360w\" sizes=\"(max-width: 1050px) 100vw, 1050px\" \/><\/p>\n<p>Her finner du en automatiseringsregel kalt &#8220;Assign new ticket items to sample SLA&#8221; som gj\u00f8r n\u00f8yaktig hva den sier. N\u00e5r en ny billett (av en hvilken som helst undertype) opprettes, vil den tildele billetten til SLA-pr\u00f8ven. Du vil endre dette p\u00e5 et par m\u00e5ter:<\/li>\n<li>Forsikre deg om at den tildeler billettene til den nye SLA-policyen din i stedet for SLA-pr\u00f8ven<\/li>\n<li>Legg til eventuelle filtreringsregler hvis du bare vil at en delmengde av billetter skal tildeles den SLA. For eksempel vil du kanskje bare tilordne billetten til SLA n\u00e5r den kommer fra en bestemt &#8220;kundeorganisasjon&#8221; eller n\u00e5r rekvirentens e-postadresse inneholder et bestemt domene.<\/li>\n<li>Du kan opprette flere arbeidsflyteautomatiseringer for \u00e5 tilordne forskjellige grupper av billetter til forskjellige SLAer.<br \/>\n<h3>Varsle rettighetshavere om kommende brudd.<\/h3>\n<p>For \u00e5 sikre at teamet ditt reagerer i tide for \u00e5 levere serviceniv\u00e5et du vil oppn\u00e5, m\u00e5 du varsle dem f\u00f8r det er for sent. OneDesk tar seg av dette ved hjelp av automatisering av arbeidsflyt ogs\u00e5. Som standard finnes dette under Administrasjon&gt; Billetter, under en &#8220;orkflow Automation, kalt&#8221; Varsle agenter om kommende SLA-brudd &#8220;. Denne automatiseringen er AV som standard, s\u00e5 du vil sl\u00e5 den p\u00e5. Hvis du ikke ser denne automatiseringsregelen i listen, kan du opprette den p\u00e5 nytt som f\u00f8lger:<br \/>\nN\u00e5r[Any item typer] hvor[next SLA breach is less than 75] og[every hour] , deretter [send e-post to assignee]<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-111455\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify.png\" alt=\"\" width=\"794\" height=\"64\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify.png 794w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify-300x24.png 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify-768x62.png 768w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify-255x21.png 255w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify-496x40.png 496w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify-480x39.png 480w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify-500x40.png 500w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify-750x60.png 750w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/07\/SLA-notify-360x29.png 360w\" sizes=\"(max-width: 794px) 100vw, 794px\" \/><\/p>\n<p>Du m\u00e5 ogs\u00e5 definere innholdet i e-posten som sendes til mottaker.<\/p>\n<h3>Forst\u00e5 SLA-politikken<\/h3>\n<p>N\u00e5r du oppretter SLA-policyen din, kan det v\u00e6re viktig \u00e5 forst\u00e5 hva de forskjellige typene svar betyr.<\/p>\n<p><strong>F\u00f8rste svar:<\/strong> Dette er tiden mellom \u00e5 motta billetten og det f\u00f8rste svaret som sendes til rekvirenten.<br \/>\n<strong>Neste svar:<\/strong> Dette er tiden mellom f\u00f8rste svar og andre svar.<br \/>\n<strong>Periodisk svar:<\/strong> Dette er hvor lenge mellom p\u00e5f\u00f8lgende svar.<br \/>\n<strong>Foresp\u00f8rsel Vent:<\/strong> Dette er den totale tiden rekvirenten (kunden) venter p\u00e5 et agentrespons. Dette fortsetter \u00e5 \u00f8ke n\u00e5r kunden venter p\u00e5 svar. Merk at denne gangen ikke inkluderer tiden du venter p\u00e5 kunden.<br \/>\n<strong>Agentarbeid:<\/strong> Agentarbeid. Dette er antall arbeidstimer med faktisk arbeid p\u00e5 billetten.<br \/>\n<strong>Vedtak:<\/strong> Dette er tiden til billetten flyttes til en &#8220;ferdig&#8221; tilstand.<\/p>\n<p><em>Mer informasjon<\/em><br \/>\nF\u00f8rste svar: For varer som ikke er i ferdig tilstand: forsinkelse mellom opprettelse og klokkeslett og tidspunkt for f\u00f8rste svar til foresp\u00f8rselen<br \/>\nNeste svar: For varer som ikke er i ferdig tilstand: forsink mellom siste kommentar (hvis kommentaren er fra rekvirent) og n\u00e5v\u00e6rende tid.<br \/>\nPeriodisk svar: For varer som ikke er i ferdig tilstand: maksimalt tillatt tid mellom offentlige svar fra intern bruker.<br \/>\nVentetid p\u00e5 foresp\u00f8rsel: For varer som ikke er i ferdig tilstand: Summen av tiden rekvirenten har ventet minus tiden billetten er i &#8220;ventende kunde&#8221; -status<br \/>\nAgentarbeid: For varer som ikke er i ferdig tilstand: Bruk timelister \/ timer, eller spesiell SLA-definisjon av arbeid.<br \/>\nL\u00f8sning: For varer som ikke er i ferdig tilstand: Forsinkelsen mellom opprettelsestid og gjeldende tid eller tidspunktet billetten ble satt til lukket tilstand (hvis den er i lukket tilstand)<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Hva er SLAs? Serviceniv\u00e5avtaler (SLAs) er retningslinjer som definerer serviceniv\u00e5et du leverer. Disse retningslinjene kodifiserer vanligvis hvor lang tid det tar \u00e5 svare p\u00e5 kundeserviceforesp\u00f8rsler, hvor lang tid f\u00f8r du leverer en l\u00f8sning, og hvor mye det vil koste. Ofte vil disse SLAene v\u00e6re i form av en avtale eller kontrakt med en bestemt kunde, [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","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 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":""}},"_wpcom_ai_launchpad_first_post":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[9716,9708],"tags":[],"class_list":["post-111443","post","type-post","status-publish","format-standard","hentry","category-1-hvordan-bruke-onedesk","category-6-helpdesk-lab-no"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.3 (Yoast SEO v28.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Forbedre responstiden for helpdesk med SLAs Hvordan bruke OneDesk<\/title>\n<meta name=\"description\" content=\"OneDesk er en helpdesk- og prosjektledelsesprogramvare. L\u00e6r hvordan du kan forbedre responstiden for helpdesk med v\u00e5r SLA-funksjon.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/onedesk.com\/no\/forbedre-helpdesk-responstid-bruk-slas\/\" \/>\n<meta property=\"og:locale\" content=\"nb_NO\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Forbedre responstiden for helpdesk med SLAs Hvordan bruke OneDesk\" \/>\n<meta property=\"og:description\" content=\"OneDesk er en helpdesk- og prosjektledelsesprogramvare. 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