Avtal om servicenivå (SLA)

A service level agreement (SLA) defines the level of support a customer can expect from a service provider. SLAs provide a timeline that tells customers when they can expect results and keeps the support team on target.

Observera

The SLA Policies feature is enabled by default on newly created Helpdesk teams.

För att stänga av funktionen, eller redigera arbetstiderna, gå till Helpdesk app ‣ Configuration ‣ Helpdesk Teams. Klicka på ett team för att öppna teamets konfigurationssida.

From here, scroll to the Performance section. To turn off the SLAs feature for the team, clear the SLA Policies checkbox.

Skapa en ny SLA-policy

För att skapa en ny policy, gå till Helpdesk app ‣ Configuration ‣ SLA Policies, och klicka på New.

Alternativt kan du gå till Helpdesk app ‣ Configuration ‣ Helpdesk Teams och klicka på ett team. Klicka sedan på den smarta knappen SLA Policies högst upp på teamets inställningssida och klicka sedan på New.

On the blank SLA policy form, enter a Title and a Description for the new policy, and proceed to fill out the form using the steps below.

Definiera kriterierna för en SLA-policy

Avsnittet Criteria används för att identifiera vilka biljetter denna policy tillämpas på.

Fyll i följande fält för att justera urvalskriterierna:

Observera

Om inget annat anges kan flera val göras för varje fält.

• Helpdesk Team: A policy can only be applied to one team. This field is required.

• Priority: The priority level for a ticket is identified by selecting one, two, or three of the (star) icons, representing the priority level on the Kanban card or on the ticket itself. The SLA is only applied after the priority level has been updated on the ticket to match the SLA criteria. If no selection is made in this field, this policy only applies to tickets marked as Low Priority, meaning those with zero (star) icons.

• Tags: Tags are used to indicate what the ticket is about. Multiple tags can be applied to a single ticket.

• Customers: Individual contacts or companies may be selected in this field.

• Services: This field is available only if a team has the Timesheets app enabled. This allows the ticket to link directly to a specific line on a sales order, which must be indicated on the ticket in the Sales Order Items field.

Example

Ett supportteam måste kunna hantera akuta problem för VIP-kunder inom en arbetsdag.

The new policy, titled 8 Hours to close, is assigned to the VIP Support team. It only applies to tickets that are assigned three (star) icons, which equates to an Urgent priority level.

Samtidigt kan ärendena vara relaterade till flera olika problem, så policyn gäller ärenden med taggarna Repair, Service eller Emergency.

Fastställa ett mål för en SLA-policy

A target is the stage a ticket needs to reach, and the time allotted to reach that stage, in order to satisfy the SLA policy. Any stage assigned to a team may be selected for the Reach Stage field.

Time spent in stages selected in the Excluding Stages field are not included in the calculation of the SLA deadline.

Example

An SLA titled 8 Hours to Close tracks the working time before a ticket is completed, and would have Solved as the Reach Stage. Simultaneously, an SLA titled 2 Days to Start tracks the working time before work on a ticket has begun, and would have In Progress as the Reach Stage.

Uppfylla SLA-tidsfrister

As soon as it is determined that a ticket fits the criteria of an SLA policy, a deadline is calculated. The deadline is based on the creation date of the ticket, as well as the targeted working hours.

Observera

The value indicated next to the Working Hours field of an SLA policy is used to determine the deadline. By default, this is determined by the value set in the Company Working Hours field under Settings app ‣ Employees ‣ Work Organization.

The deadline is then added to the ticket, as well as a tag indicating the name of the SLAs applied.

When a ticket satisfies an SLA policy, the SLA tag turns green, and the deadline disappears from view on the ticket.

Viktigt

If a ticket fits the criteria for more than one SLA, the earliest occurring deadline is displayed on the ticket. After that deadline has passed, the next deadline is displayed.

If the SLA deadline passes and the ticket has not moved to the Reach Stage, the SLA tag turns red. After the SLA has failed, the red tag stays on the ticket, even after the ticket is moved to the Reach Stage.

Objekta SLA-prestanda

The SLA Status Analysis report tracks how quickly an SLA is fulfilled, as well as the performance of individual team members. Navigate to the report, and corresponding pivot table, by going to Helpdesk app ‣ Reporting ‣ SLA Status Analysis.

Pivot-vy

By default, the report displays in a Pivot view. Any SLA policies in the database with tickets that failed to fulfill a policy, are in progress, or have satisfied a policy are listed. By default, they are grouped by team and ticket count.

Pivotvyn aggregerar data som kan manipuleras genom att lägga till mått och filter.

Om du vill ändra visningen eller lägga till ytterligare mätningar klickar du på knappen Mätningar för att visa en rullgardinsmeny med rapporteringskriterier och väljer bland de tillgängliga alternativen.

Whenever a measurement is picked, a (check) icon appears in the drop-down menu to indicate that the measurement is included, and a corresponding new column emerges in the pivot table to show the relevant calculations.

To add a group to a row or column, click the (plus) icon next to the policy name and then select one of the groups. To remove one, click the (minus) icon next to the policy name.

Grafvy

Switch to the graph view by selecting the (graph view) icon at the top of the screen. To switch between the different charts, select the related icon at the top of the chart, while in graph view.

Bar ChartLine ChartPie Chart

Ett stapeldiagram kan hantera större datamängder och jämföra data över flera kategorier.

Tips

Både stapeldiagram och linjediagram kan använda alternativet staplad vy. Då presenteras två eller flera datagrupper ovanpå varandra i stället för bredvid varandra, vilket gör det lättare att jämföra data. När du visar antingen ett stapeldiagram eller ett linjediagram klickar du på ikonen (stacked) för att aktivera eller inaktivera alternativet staplad vy.

Kohortvy

The cohort view is used to track the changes in data over a period of time. To display the SLA Status Analysis report in a cohort view, click the (cohort) icon, next to the other view options.

Kohortvyn undersöker livscykeln för data över tid.

Se även

• Rapportering av vyer

• Tillåt kunder att stänga sina ärenden