Set up the support desk

Open the ticket settings. The left rail groups everything into what belongs to the workspace and what belongs to replies.

⟦Innbokser⟧ — the mailboxes tickets arrive in. Connect a shared support address here; personal inboxes are separate. This is the first thing to set up, because nothing else matters until mail is arriving.

⟦Statuser⟧ — the states a ticket moves through. Keep them few and unambiguous; a status nobody can define is a status people avoid.

⟦Standard tildeling⟧ — who a new ticket goes to when nothing else decides. Point it at a team rather than a person, so nothing stalls when somebody is away. Set up teams

⟦SLA-policy⟧ — Sett mål for førstesvar og løsning per prioritet. Saker får et forfallsmerke og bruddindikator. La et felt stå tomt for å hoppe over målet. Når av, settes ingen forfallstider på nye saker.

Set targets you can actually meet. An SLA everybody breaches is not a target, it is background noise, and within a fortnight nobody looks at the badge.

⟦Åpningstider⟧ — so SLA clocks do not run overnight and over the weekend. Without this, every ticket that arrives on Friday evening is in breach by Monday morning, which makes the numbers useless.

⟦Etiketter⟧ — how you classify tickets for reporting. A small, agreed set is worth ten times a long list everyone adds to.

⟦Autosvar-maler⟧ — what the customer gets immediately. Say when they can realistically expect a real answer; that one sentence prevents most chasing emails.

⟦Lagrede svar⟧ — saved replies for the questions you answer weekly. The fastest single improvement to a support queue.

⟦Editor⟧, Signatur and Svaradresser decide how your replies look and what address they come from. Check that reply address actually receives mail — a no-reply address on a support answer is a way of losing the conversation.

Watching the numbers. Responstidsstatistikk shows Gj.snitt førsterespons and Gj.snitt løsningstid, plus the medians — Målt fra saken opprettes til første svar fra ansatt (kun kundeopprettede saker) og til saken lukkes. Autosvar, interne notater og importerte saker er ekskludert. Read the median rather than the average: one ticket that sat for three weeks distorts the average and hides how the other hundred went. Start ny periode starts a fresh period after you change how you work.

Letting customers follow their own tickets is the portal: Turn on the customer portal