{"id":14952,"date":"2022-11-16T09:00:26","date_gmt":"2022-11-16T08:00:26","guid":{"rendered":"https:\/\/www.topdesk.mom\/da\/?p=14952"},"modified":"2025-01-29T10:26:11","modified_gmt":"2025-01-29T09:26:11","slug":"optimer-dit-kommunikationsflow-i-servicedesken-vha-mailimporter","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/da\/blog\/optimer-dit-kommunikationsflow-i-servicedesken-vha-mailimporter\/","title":{"rendered":"Optim\u00e9r dit kommunikationsflow i servicedesken vha. mailimporter"},"content":{"rendered":"

Et godt kommunikationsflow i servicedesken er ikke kun medvirkende til en \u00f8get kundetilfredshed, det kan ligeledes v\u00e6re med til at effektivisere flere interne processer. Og det kan mailimportering bl.a. hj\u00e6lpe dig med. Du t\u00e6nker m\u00e5ske, at det lyder lidt for godt (og simpelt) til at v\u00e6re sandt, men den er god nok!<\/strong><\/p>\n

3 m\u00e5der du kan anvende mailimporter p\u00e5 i servicedesken<\/h2>\n

Mailimporter findes som en standardintegration i de fleste ITSM-systemer. Denne integration kan du med fordel anvende til flere forskellige ting, og dermed effektivisere processerne i din servicedesk. Men har du styr p\u00e5 hvilke muligheder, der findes? Vi giver dig her tre forskellige m\u00e5der, hvorp\u00e5 du kan anvende mailimportering i servicedesken.<\/p>\n

1. Oprettelse af sager via mail<\/h3>\n

Den klassiske ops\u00e6tning af mailimporter i dit ITSM-system kender du sandsynligvis allerede. Du kan lave en ops\u00e6tning, som g\u00f8r, at hver gang dine brugere henvender sig til din servicedesk via mail, bliver der automatisk oprettet en sag. Her kan du tilmed s\u00f8rge for, at sagerne bliver tildelt nogle standardinformationer, som g\u00f8r sagsbehandlingsprocessen lettere for servicedesken.<\/p>\n

2. Hold styr p\u00e5 dine leverand\u00f8rkontakter<\/h3>\n

Du kan med fordel styre dine leverand\u00f8rkontakter via mailimporter. Her har du nemlig mulighed for at importere kommunikationen mellem servicedesken og dine leverand\u00f8rer i dit ITSM-system. Tilf\u00f8j den relevante information p\u00e5 den p\u00e5g\u00e6ldende sag \u2013 og g\u00f8r den evt. usynlig over for brugeren. I stedet kan du \u2019overs\u00e6tte\u2019 din leverand\u00f8rs besked. Dette kunne f.eks. v\u00e6re i forbindelse med reparationer eller bestilling af nyt hardware. Hvis leverand\u00f8ren vender tilbage med en leveringstid p\u00e5 seks m\u00e5neder, er det m\u00e5ske ikke hensigtsm\u00e6ssigt, at brugeren f\u00e5r denne besked. I stedet kan du oplyse brugeren om, at grundet den lange leveringstid har vi klargjort en l\u00e5ne PC til dig, som du kan afhente<\/em>.<\/p>\n

3. Registrering af notifikationer fra dine overv\u00e5gningssystemer<\/h3>\n

Du kan ogs\u00e5 oprette en mailimport, der h\u00e5ndterer sager af h\u00f8j prioritet. Dette kan f.eks. v\u00e6re notifikationer fra dine overv\u00e5gningssystemer, alarmer eller sikkerhedsnedbrud. P\u00e5 den m\u00e5de kan du hurtigt reagere, hvis der opst\u00e5r problemer \u2013 og m\u00e5ske endda v\u00e6re p\u00e5 forkant, s\u00e5 disse problemer kan undg\u00e5s i fremtiden.<\/p>\n

Tip!<\/strong><\/p>\n

N\u00e5r du opretter dine mailimporter, skal der som minimum v\u00e6re tilknyttet \u00e9n unik systembruger til hver import. P\u00e5 den m\u00e5de kan du lettere skabe et overblik over hvilke sager, der er oprettet via hvilken mailimport.<\/p>\n

Gevinsterne ved at anvende mailimporter<\/h2>\n

Der er op til flere fordele ved at udnytte de mange muligheder, som mailimportering giver dig. Hvis du anvender mailimporter til at oprette nye sager, s\u00e5 kan medarbejderne i servicedesken hurtigt f\u00e5 et overblik over alle indkomne sager \u2013 i stedet for at skulle holde \u00f8je med en f\u00e6lles mailpostkasse. Og brugerne? De skal ikke \u00e6ndre deres it-vaner, men blot skrive en mail til servicedesken. Samtidigt kan brugerne opleve, at der sker en optimering i servicedeskens kommunikative indsats, da de hurtigt f\u00e5r besked om deres sags status. I servicedesken bliver kommunikationen mellem sagerne tilmed mere ubesv\u00e6ret, da alle mails med et sagsnummer i emnefeltet bliver sat ind som et svar p\u00e5 den p\u00e5g\u00e6ldende sag, hvorefter sagens status bliver opdateret.<\/p>\n

Hvis du derimod anvender mailimporter til at oprette notifikationer p\u00e5 dit hardware eller sikkerhedsudstyr, kan du hurtigt reagere p\u00e5 alt fra printerfejl til kritiske sikkerhedsnedbrud. Dertil har du i dit ITSM-system mulighed for at tr\u00e6kke statistik over, hvor ofte der er forstyrrelser p\u00e5 et givent system. I form af disse tal er du dermed i stand til at vurdere kvaliteten af dine systemer.<\/p>\n","protected":false},"excerpt":{"rendered":"

Et godt kommunikationsflow i servicedesken er ikke kun medvirkende til en \u00f8get kundetilfredshed, det kan ligeledes v\u00e6re med til at effektivisere flere interne processer. Og det kan mailimportering bl.a. hj\u00e6lpe dig med. Du t\u00e6nker m\u00e5ske, at det lyder lidt for godt (og simpelt) til at v\u00e6re sandt, men den er god nok!<\/p>\n","protected":false},"author":379,"featured_media":16627,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-14952","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nOptim\u00e9r kommunikationen i it-afdelingen ved hj\u00e6lp af mailimporter<\/title>\n<meta name=\"description\" content=\"Vidste du, at du kan optimere dit kommunikationsflow i servicedesken vha. mailimporter? 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