{"id":66389,"date":"2021-03-12T13:44:56","date_gmt":"2021-03-12T13:44:56","guid":{"rendered":"https:\/\/onedesk.com\/software-de-gestao-de-nivel-de-servico\/"},"modified":"2021-12-15T17:55:01","modified_gmt":"2021-12-15T17:55:01","slug":"software-de-gestao-de-nivel-de-servico","status":"publish","type":"page","link":"https:\/\/onedesk.com\/pt-pt\/helpdesk-software-2\/software-de-gestao-de-nivel-de-servico\/","title":{"rendered":"Software de gest\u00e3o de n\u00edvel de servi\u00e7o"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"66389\" class=\"elementor elementor-66389 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\">Software de gest\u00e3o de n\u00edvel de servi\u00e7o<\/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>Os Acordos de N\u00edvel de Servi\u00e7o (SLA) definem os tempos de resposta ou de resolu\u00e7\u00e3o dos bilhetes de entrada. O HelpDesk da OneDesk inclui software de gest\u00e3o de acordos de n\u00edvel de servi\u00e7o intuitivo que lhe permite cumprir os tempos de resposta do alvo e melhor servi\u00e7o aos seus clientes ou utilizadores finais.&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;\">Aqui est\u00e3o alguns benef\u00edcios da utiliza\u00e7\u00e3o de Acordos de N\u00edvel de Servi\u00e7o em seus bilhetes:<\/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-143082\" 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-143327\" alt=\"Hora\" \/>\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\">Defini\u00e7\u00e3o de expectativas<\/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>Os Contratos de N\u00edvel de Servi\u00e7o definem o n\u00edvel de servi\u00e7o que uma empresa presta aos seus clientes. Estes n\u00edveis de servi\u00e7o incluem o tempo de resposta do agente aos pedidos do cliente, o tempo de resolu\u00e7\u00e3o e o custo dos servi\u00e7os.<\/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\">Tempo Espec\u00edfico<\/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>A maioria dos SLAs s\u00e3o espec\u00edficos do tempo, garantindo aos clientes que o servi\u00e7o prestado est\u00e1 dentro de um prazo. Como resultado, os agentes s\u00e3o consistentes com a resolu\u00e7\u00e3o de bilhetes.<\/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-143338\" 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-143316\" alt=\"medalha\" \/>\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\">Objetivos de Encontro<\/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>As SLAs permitem que os agentes de suporte cumpram as expectativas de servi\u00e7o de um cliente. Ao satisfazer essas expectativas, os agentes tornam-se mais competentes no tratamento dos pedidos dos clientes.<\/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\">Vantagem Competitiva<\/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>Nem todos os prestadores de servi\u00e7os est\u00e3o dispostos a fornecer contratos de n\u00edvel de servi\u00e7o. Como empresa, pode oferecer SLAs para servir melhor os seus clientes.<\/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-186409\" 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\">Acordos de N\u00edvel de Servi\u00e7o OneDesk<\/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><a href=\"https:\/\/onedesk.com\/pt-pt\/videos\/servico-nivel-acordos-slas-in-onedesk\/\">Os acordos<\/a> de n\u00edvel de servi\u00e7o de gest\u00e3o de n\u00edvel de servi\u00e7o da OneDesk s\u00e3o f\u00e1ceis de usar. V\u00e1rios SLAs podem ser criados em OneDesk, cada um dedicado a um tipo de bilhete. Por padr\u00e3o, as SLAs s\u00e3o ativadas em bilhetes utilizando uma pol\u00edtica de SLA de amostra.<\/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\">Criar SLA's em 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>Pode criar ou editar SLAs abrindo o seu painel De Administra\u00e7\u00e3o OneDesk. Em seguida, clique em &#8220;Bilhete&#8221; na sec\u00e7\u00e3o de aplica\u00e7\u00e3o, desloque-se para baixo e clique em &#8220;Create SLA&#8221;. Basta nomear o SLA e completar a grelha de vezes vs. prioridades de bilhete para cada tipo de resposta.<\/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\">Automatize SLAs<\/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>No OneDesk, pode aplicar pol\u00edticas SLA a cada bilhete atrav\u00e9s da automatiza\u00e7\u00e3o do fluxo de trabalho. A <a href=\"https:\/\/onedesk.com\/pt-pt\/videos\/workflow-automations-in-onedesk\/\">funcionalidade de automatiza\u00e7\u00e3o do fluxo de trabalho <\/a>permite-lhe inserir as suas regras para automatizar o processo de liga\u00e7\u00e3o das suas pol\u00edticas SLA aos tipos de bilhetes. Isto elimina a necessidade de adicionar manualmente as pol\u00edticas SLA a cada tipo de bilhete e reduz o trabalho repetitivo para o agente.<\/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\">Notificar as pr\u00f3ximas viola\u00e7\u00f5es<\/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>Responda a tempo de prestar o servi\u00e7o dentro do prazo acordado. Com a automatiza\u00e7\u00e3o do fluxo de trabalho da OneDesk, pode notificar os agentes de falhas de SLA.<\/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\">Monitoriza\u00e7\u00e3o OneDesk SLA<\/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>Pode monitorizar os seus SLAs atrav\u00e9s das suas opini\u00f5es no OneDesk. As vistas permitem a si e aos membros da sua equipa <a href=\"https:\/\/onedesk.com\/videos\/creating-custom-views-for-tickets-tasks\/\">personalizar as suas opini\u00f5es<\/a> adicionando filtros, layouts e grupos. Voc\u00ea pode simplesmente escolher um layout com base nas 6 vistas padr\u00e3o no OneDesk. Adicione o filtro &#8220;SLA Breach&#8221; ou &#8220;SLA y\/n&#8221; e inclua quaisquer outros detalhes atrav\u00e9s de grupos ou op\u00e7\u00f5es de filtro avan\u00e7ado.<\/p>\n<p>Pode criar as suas vistas SLA selecionando propriedades no menu de dropdown do Grupo.<\/p>\n<ul>\n<li>Estado<\/li>\n<li>Informa\u00e7\u00f5es-chave<\/li>\n<li>Atribui\u00e7\u00f5es<\/li>\n<li>Seguidores<\/li>\n<li>Solicitadores<\/li>\n<li>Discuss\u00f5es<\/li>\n<li>Datas<\/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-142783\" 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>Aqui est\u00e3o alguns exemplos de vistas SLA que pode usar para monitorizar os seus SLAs:<\/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\">Infra\u00e7\u00f5es ao SLA<\/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>A vista SLA Breaches permite-lhe monitorizar os bilhetes violados. Inclui informa\u00e7\u00f5es como o tempo de viola\u00e7\u00e3o, o primeiro tempo de resposta e o tempo de resolu\u00e7\u00e3o. Como espectador, tamb\u00e9m pode monitorizar os seus bilhetes sem viola\u00e7\u00e3o do SLA.<\/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 por Prioridade<\/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>Tamb\u00e9m pode criar o seu SLA por vista priorit\u00e1ria. Ao adicionar o filtro SLA y\/n, pode adicionar prioridade no menu de entrega &#8220;Grupo&#8221; e ver SLAs com base na prioridade. Voc\u00ea pode escolher um layout para esta vista com as 6 vistas padr\u00e3o em OneDesk. Por exemplo, a Tree fornecer\u00e1 uma hierarquia dos itens de bilhete. Enquanto os gr\u00e1ficos de Gannt v\u00e3o mostrar-lhe o seu planeamento vs reais em barras azuis e verdes.<\/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 por Assignees<\/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>Tamb\u00e9m pode personalizar a sua vista de acordo com o SLA by Assignees. O SLA by Assignees fornece-lhe detalhes sobre agentes que est\u00e3o trabalhando em bilhetes com pol\u00edticas SLA. Pode criar esta vista adicionando o filtro SLA y\/n e, em seguida, agrupar a vista de acordo com os atribu\u00eddos. Tal como as outras vistas personalizadas acima, tamb\u00e9m pode escolher o tipo de layout mais adequado com base na sua vista.<\/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 by Customer Organization<\/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>Atrav\u00e9s do My Views, tamb\u00e9m pode criar uma vista exibindo os SLAs por &#8220;organiza\u00e7\u00e3o do cliente&#8221;. Caso esteja a lidar com v\u00e1rios clientes empresariais e cada um tenha as suas pr\u00f3prias pol\u00edticas SLA em vigor, basta criar a vis\u00e3o SLA by Customer Organization. Gere esta vista adicionando o filtro SLA y\/n e, em seguida, agrupe a vista de acordo com a Organiza\u00e7\u00e3o do Cliente. Selecione o melhor layout que melhor se adapte \u00e0s suas necessidades.<\/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\/pt-pt\/signupfree\/\">\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\">Inscreva-se livre!<\/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\">Leia mais sobre Acordos de N\u00edvel de Servi\u00e7o no 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\/pt-pt\/videos\/servico-nivel-acordos-slas-in-onedesk\/\">V\u00eddeo: Acordos de n\u00edvel de servi\u00e7o no OneDesk<\/a><br \/><a href=\"https:\/\/onedesk.com\/pt-pt\/melhorando-o-seu-helpdesk-resposta-vezes-usar-slas\/\">Melhorar os seus tempos de resposta helpdesk usando SLAs<\/a><br \/><a href=\"https:\/\/onedesk.com\/pt-pt\/como-um-software-empresa-usa-onedesk-para-gerir-os-seus-servico-nivel-acordos\/\">Como uma empresa de software usa o OneDesk para gerir os seus Acordos de N\u00edvel de Servi\u00e7o<\/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>Software de gest\u00e3o de n\u00edvel de servi\u00e7o Os Acordos de N\u00edvel de Servi\u00e7o (SLA) definem os tempos de resposta ou de resolu\u00e7\u00e3o dos bilhetes de entrada. O HelpDesk da OneDesk inclui software de gest\u00e3o de acordos de n\u00edvel de servi\u00e7o intuitivo que lhe permite cumprir os tempos de resposta do alvo e melhor servi\u00e7o aos [&hellip;]<\/p>\n","protected":false},"author":24,"featured_media":0,"parent":67627,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","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":""},"class_list":["post-66389","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO 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