{"id":260503,"date":"2023-10-27T17:59:52","date_gmt":"2023-10-27T17:59:52","guid":{"rendered":"https:\/\/onedesk.com\/commencer-2\/billetterie\/"},"modified":"2024-07-10T13:52:19","modified_gmt":"2024-07-10T13:52:19","slug":"billetterie","status":"publish","type":"page","link":"https:\/\/onedesk.com\/fr\/commencer\/billetterie\/","title":{"rendered":"Guide de d\u00e9marrage 5 &#8211; Billetterie et assistance"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"260503\" class=\"elementor elementor-260503 elementor-260358\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-654e311 e-flex e-con-boxed e-con e-parent\" data-id=\"654e311\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-52e249e elementor-widget elementor-widget-heading\" data-id=\"52e249e\" 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<h1 class=\"elementor-heading-title elementor-size-default\">Billetterie et flux de support<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3a5907c e-flex e-con-boxed e-con e-parent\" data-id=\"3a5907c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-14e0987 e-con-full e-flex e-con e-child\" data-id=\"14e0987\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bb80864 elementor-widget elementor-widget-heading\" data-id=\"bb80864\" 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\">Contenu du guide d'int\u00e9gration&nbsp;:<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-daa5533 elementor-nav-menu__align-start elementor-nav-menu--dropdown-mobile_extra elementor-nav-menu__text-align-aside elementor-nav-menu--toggle elementor-nav-menu--burger elementor-widget elementor-widget-nav-menu\" data-id=\"daa5533\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;layout&quot;:&quot;vertical&quot;,&quot;submenu_icon&quot;:{&quot;value&quot;:&quot;&lt;i class=\\&quot;fas fa-caret-down\\&quot; aria-hidden=\\&quot;true\\&quot;&gt;&lt;\\\/i&gt;&quot;,&quot;library&quot;:&quot;fa-solid&quot;},&quot;toggle&quot;:&quot;burger&quot;}\" data-widget_type=\"nav-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<nav aria-label=\"Menu\" class=\"elementor-nav-menu--main elementor-nav-menu__container elementor-nav-menu--layout-vertical e--pointer-none\">\n\t\t\t\t<ul id=\"menu-1-daa5533\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260364\"><a href=\"https:\/\/onedesk.com\/get-started\/\" class=\"elementor-item menu-link\">Guide de D\u00e9marrage<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260370\"><a href=\"https:\/\/onedesk.com\/get-started\/interface-nav\/\" class=\"elementor-item menu-link\">Guide de d\u00e9marrage 2- Interface<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260369\"><a href=\"https:\/\/onedesk.com\/get-started\/work-structure\/\" class=\"elementor-item menu-link\">Guide de d\u00e9marrage 3 &#8211; Structure de travail<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260368\"><a href=\"https:\/\/onedesk.com\/get-started\/adding-support\/\" class=\"elementor-item menu-link\">Guide de d\u00e9marrage 4 &#8211; Ajout de la prise en charge<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260367\"><a href=\"https:\/\/onedesk.com\/get-started\/ticketing\/\" class=\"elementor-item menu-link\">Guide de d\u00e9marrage 5 &#8211; Billetterie et assistance<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260366\"><a href=\"https:\/\/onedesk.com\/get-started\/pm-tasks\/\" class=\"elementor-item menu-link\">Guide de d\u00e9marrage 6 \u2013 MP et t\u00e2ches<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260365\"><a href=\"https:\/\/onedesk.com\/get-started\/subscribing-going-live\/\" class=\"elementor-item menu-link\">Guide de d\u00e9marrage 7 &#8211; Abonnement<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t<div class=\"elementor-menu-toggle\" role=\"button\" tabindex=\"0\" aria-label=\"Menu Toggle\" aria-expanded=\"false\">\n\t\t\t<i aria-hidden=\"true\" role=\"presentation\" class=\"elementor-menu-toggle__icon--open eicon-menu-bar\"><\/i><i aria-hidden=\"true\" role=\"presentation\" class=\"elementor-menu-toggle__icon--close eicon-close\"><\/i>\t\t<\/div>\n\t\t\t\t\t<nav class=\"elementor-nav-menu--dropdown elementor-nav-menu__container\" aria-hidden=\"true\">\n\t\t\t\t<ul id=\"menu-2-daa5533\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260364\"><a href=\"https:\/\/onedesk.com\/get-started\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Guide de D\u00e9marrage<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260370\"><a href=\"https:\/\/onedesk.com\/get-started\/interface-nav\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Guide de d\u00e9marrage 2- Interface<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260369\"><a href=\"https:\/\/onedesk.com\/get-started\/work-structure\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Guide de d\u00e9marrage 3 &#8211; Structure de travail<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260368\"><a href=\"https:\/\/onedesk.com\/get-started\/adding-support\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Guide de d\u00e9marrage 4 &#8211; Ajout de la prise en charge<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260367\"><a href=\"https:\/\/onedesk.com\/get-started\/ticketing\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Guide de d\u00e9marrage 5 &#8211; Billetterie et assistance<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260366\"><a href=\"https:\/\/onedesk.com\/get-started\/pm-tasks\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Guide de d\u00e9marrage 6 \u2013 MP et t\u00e2ches<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-260365\"><a href=\"https:\/\/onedesk.com\/get-started\/subscribing-going-live\/\" class=\"elementor-item menu-link\" tabindex=\"-1\">Guide de d\u00e9marrage 7 &#8211; Abonnement<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-eed8258 e-con-full e-flex e-con e-child\" data-id=\"eed8258\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7e397ad elementor-widget elementor-widget-heading\" data-id=\"7e397ad\" 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\">Capturer des billets<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28b119a elementor-widget elementor-widget-text-editor\" data-id=\"28b119a\" 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>Lors de la derni\u00e8re \u00e9tape d&#8217;int\u00e9gration, nous avons connect\u00e9 notre messagerie et d\u00e9ploy\u00e9 nos applications client. Ce sont g\u00e9n\u00e9ralement les m\u00e9thodes les plus courantes pour capturer les tickets. D&#8217;autres m\u00e9thodes incluent le bouton \u00ab Ajouter \u00bb, via certaines int\u00e9grations ou via l&#8217;importation.  <\/p>\n<p>Avec les tickets qui arrivent, apprenons comment nous pouvons am\u00e9liorer notre support client.<\/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-f9a0525 elementor-widget elementor-widget-heading\" data-id=\"f9a0525\" 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\">Billets d'acheminement<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28709bf elementor-widget elementor-widget-text-editor\" data-id=\"28709bf\" 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>OneDesk vous aide \u00e0 vous assurer que les tickets ne passent pas entre les mailles du filet. Vous pouvez manuellement (voir ci-dessous) ou automatiquement attribuer et organiser des tickets. Le routage peut \u00eatre effectu\u00e9 via des r\u00e8gles d&#8217;automatisation. Les r\u00e8gles d&#8217;automatisation vous permettent de r\u00e9duire le travail r\u00e9p\u00e9titif et de d\u00e9finir vos propres flux de travail.<\/p>\n<p>Automatisations&nbsp;:<\/p>\n<ul>\n<li>Ex\u00e9cuter sur des \u00e9l\u00e9ments de travail (tickets, t\u00e2ches, etc.)  <\/li>\n<li>D\u00e9clenchement sur une condition d\u00e9finie<\/li>\n<li>Effectuez ensuite des actions<\/li>\n<\/ul>\n<p>Par exemple, la r\u00e8gle d&#8217;automatisation illustr\u00e9e ci-dessous attribuera tous les tickets entrants par tourniquet \u00e0 mes agents.  <\/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-afc2696 elementor-widget elementor-widget-image\" data-id=\"afc2696\" 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 fetchpriority=\"high\" decoding=\"async\" width=\"768\" height=\"351\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2022\/07\/Automation-Round-Robin-Assign-768x351.webp\" class=\"attachment-medium_large size-medium_large wp-image-236130\" alt=\"acheminer automatiquement les billets\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2022\/07\/Automation-Round-Robin-Assign-768x351.webp 768w, https:\/\/onedesk.com\/wp-content\/uploads\/2022\/07\/Automation-Round-Robin-Assign-300x137.webp 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2022\/07\/Automation-Round-Robin-Assign.webp 805w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/>\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>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dc0dfed e-flex e-con-boxed e-con e-parent\" data-id=\"dc0dfed\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dc4b4fc elementor-widget elementor-widget-text-editor\" data-id=\"dc4b4fc\" 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>OneDesk propose des automatisations pr\u00eates \u00e0 l&#8217;emploi qui pourraient fonctionner pour votre \u00e9quipe. Vous pouvez afficher ou modifier vos r\u00e8gles d&#8217;automatisation ou en cr\u00e9er de nouvelles depuis l&#8217;administration&gt; Centre d&#8217;automatisation.<\/p>\n<p>Apprendre encore plus:<\/p>\n<ul>\n<li><a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-b01863f4-331d-4f21-a4a7-40d94177aa58\" target=\"_blank\" rel=\"noopener\">Plusieurs fa\u00e7ons de capturer des tickets<\/a><\/li>\n<li><a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-9251dbe4-e2f5-4359-8953-c85eecba185a\" target=\"_blank\" rel=\"noopener\">\u00c0 propos des automatisations <\/a><\/li>\n<li><a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-807dc878-60ac-47d3-9f1a-06388327990a\" target=\"_blank\" rel=\"noopener\">Routage automatis\u00e9<\/a><\/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\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2faa16e e-flex e-con-boxed e-con e-parent\" data-id=\"2faa16e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f5c284d elementor-widget elementor-widget-heading\" data-id=\"f5c284d\" 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\">Affichage et r\u00e9solution des tickets<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f8f619f elementor-widget elementor-widget-text-editor\" data-id=\"f8f619f\" 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>Une fois que les tickets arrivent dans votre OneDesk, vous devez trouver ceux sur lesquels vous devez travailler et vous attaquer \u00e0 ceux qui ont la plus haute priorit\u00e9. C&#8217;est l\u00e0 qu&#8217;interviennent les vues personnalis\u00e9es. Dans OneDesk, vous pouvez cr\u00e9er des vues personnalis\u00e9es qui trient, filtrent ou regroupent les tickets. Utilisez les filtres pour cr\u00e9er des vues personnalis\u00e9es qui vous permettent de voir quels tickets vous ont \u00e9t\u00e9 attribu\u00e9s et de les trier par priorit\u00e9. Vous pouvez \u00e9galement g\u00e9n\u00e9rer d\u2019autres vues utiles qui peuvent vous aider \u00e0 acc\u00e9l\u00e9rer le temps de r\u00e9solution de vos tickets. Les vues personnalis\u00e9es peuvent \u00eatre enregistr\u00e9es sur votre \u00ab panneau lat\u00e9ral des vues \u00bb, vous permettant de voir facilement ce qui doit \u00eatre fait dans les \u00e9quipes et les clients.<\/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\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3ef8561 e-flex e-con-boxed e-con e-parent\" data-id=\"3ef8561\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5d29c6a elementor-widget elementor-widget-video\" data-id=\"5d29c6a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/riAcNbY9N1g?si=Vqn3Vj3pb_Thps-b&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d031bb3 e-flex e-con-boxed e-con e-parent\" data-id=\"d031bb3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7f9c498 elementor-widget elementor-widget-heading\" data-id=\"7f9c498\" 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\">Travailler sur les billets<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2875ad elementor-widget elementor-widget-text-editor\" data-id=\"a2875ad\" 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>La plupart du travail n\u00e9cessaire \u00e0 la r\u00e9solution d&#8217;un ticket peut \u00eatre effectu\u00e9 dans le panneau de d\u00e9tails du ticket. Vous pouvez parler aux clients, afficher les pi\u00e8ces jointes, mettre \u00e0 jour le statut du ticket et bien plus encore \u00e0 partir d&#8217;une seule vue.  <\/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\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7111978 e-flex e-con-boxed e-con e-parent\" data-id=\"7111978\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c9fa459 elementor-widget elementor-widget-video\" data-id=\"c9fa459\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/HLgQw1koUR0?si=Ji6XTyucyFjT0e0T&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-aebf309 e-flex e-con-boxed e-con e-parent\" data-id=\"aebf309\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-563f404 elementor-widget elementor-widget-heading\" data-id=\"563f404\" 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\">Communiquer avec les clients et les utilisateurs<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a04b7c elementor-widget elementor-widget-text-editor\" data-id=\"5a04b7c\" 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\tPeu importe si les clients communiquent avec vous via les applications client, par courrier \u00e9lectronique ou par chat en direct, toutes les communications sont centralis\u00e9es dans OneDesk. Communiquez en contexte sur un panneau de d\u00e9tail du ticket. Affichez toutes les conversations dans Messenger, situ\u00e9es dans la barre lat\u00e9rale la plus \u00e0 gauche. Envoyez du texte, des liens, des images, des pi\u00e8ces jointes et bien plus encore, OneDesk transmet votre communication vers le canal utilis\u00e9 par votre client.\n\nVous pouvez \u00e9galement rester en contact avec vos utilisateurs et vos \u00e9quipes pour vous assurer que vous travaillez tous sur la m\u00eame longueur d&#8217;onde.\n\nVous trouverez ci-dessous le panneau de d\u00e9tails du billet. Apprenez-en davantage sur le travail sur les tickets en survolant les chiffres.\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-2438f9a elementor-widget elementor-widget-hotspot\" data-id=\"2438f9a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;hotspot&quot;:[{&quot;_id&quot;:&quot;a5190fa&quot;,&quot;hotspot_label&quot;:&quot;1&quot;,&quot;hotspot_offset_x&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:6,&quot;sizes&quot;:[]},&quot;hotspot_offset_y&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:17,&quot;sizes&quot;:[]},&quot;hotspot_tooltip_content&quot;:&quot;&lt;p&gt;Cette bulle indique le statut du ticket.  &lt;\\\/p&gt;\\n&lt;p&gt;Le statut peut \\u00eatre modifi\\u00e9 manuellement ou via l&#039;automatisation.&lt;\\\/p&gt;\\n&lt;p&gt;L&#039;automatisation par d\\u00e9faut met \\u00e0 jour le statut en fonction des nouvelles r\\u00e9ponses de l&#039;agent ou du client.  &lt;\\\/p&gt;\\n&quot;,&quot;index&quot;:0,&quot;__dynamic__&quot;:null,&quot;hotspot_link&quot;:{&quot;url&quot;:&quot;&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;hotspot_icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;hotspot_icon_position&quot;:null,&quot;hotspot_icon_spacing&quot;:null,&quot;hotspot_custom_size&quot;:&quot;no&quot;,&quot;hotspot_width&quot;:null,&quot;hotspot_height&quot;:null,&quot;hotspot_horizontal&quot;:&quot;left&quot;,&quot;hotspot_vertical&quot;:&quot;top&quot;,&quot;hotspot_tooltip_position&quot;:&quot;no&quot;,&quot;hotspot_position&quot;:null,&quot;hotspot_tooltip_width&quot;:null,&quot;hotspot_tooltip_text_wrap&quot;:null},{&quot;_id&quot;:&quot;8a98ab0&quot;,&quot;hotspot_label&quot;:&quot;2&quot;,&quot;hotspot_offset_x&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:14,&quot;sizes&quot;:[]},&quot;hotspot_offset_y&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:22,&quot;sizes&quot;:[]},&quot;hotspot_tooltip_content&quot;:&quot;&lt;p&gt;Vous pouvez voir ici qui est affect\\u00e9 au ticket.&lt;\\\/p&gt;\\n&lt;p&gt;Cliquez sur attribuer pour modifier le responsable du ticket.  &lt;\\\/p&gt;\\n&quot;,&quot;index&quot;:1,&quot;__dynamic__&quot;:null,&quot;hotspot_link&quot;:{&quot;url&quot;:&quot;&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;hotspot_icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;hotspot_icon_position&quot;:null,&quot;hotspot_icon_spacing&quot;:null,&quot;hotspot_custom_size&quot;:&quot;no&quot;,&quot;hotspot_width&quot;:null,&quot;hotspot_height&quot;:null,&quot;hotspot_horizontal&quot;:&quot;left&quot;,&quot;hotspot_vertical&quot;:&quot;top&quot;,&quot;hotspot_tooltip_position&quot;:&quot;no&quot;,&quot;hotspot_position&quot;:null,&quot;hotspot_tooltip_width&quot;:null,&quot;hotspot_tooltip_text_wrap&quot;:null},{&quot;_id&quot;:&quot;694d2c9&quot;,&quot;hotspot_label&quot;:&quot;3&quot;,&quot;hotspot_offset_x&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:24,&quot;sizes&quot;:[]},&quot;hotspot_offset_y&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:18,&quot;sizes&quot;:[]},&quot;hotspot_tooltip_content&quot;:&quot;&lt;p&gt;Cliquez sur \\u00ab&nbsp;D\\u00e9marrer le travail&nbsp;\\u00bb pour ex\\u00e9cuter le minuteur.  &lt;\\\/p&gt;\\n&lt;p&gt;Enregistrez le temps pour suivre les heures facturables ou surveiller les performances de l\\u2019\\u00e9quipe.  &lt;\\\/p&gt;\\n&quot;,&quot;index&quot;:2,&quot;__dynamic__&quot;:null,&quot;hotspot_link&quot;:{&quot;url&quot;:&quot;&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;hotspot_icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;hotspot_icon_position&quot;:null,&quot;hotspot_icon_spacing&quot;:null,&quot;hotspot_custom_size&quot;:&quot;no&quot;,&quot;hotspot_width&quot;:null,&quot;hotspot_height&quot;:null,&quot;hotspot_horizontal&quot;:&quot;left&quot;,&quot;hotspot_vertical&quot;:&quot;top&quot;,&quot;hotspot_tooltip_position&quot;:&quot;no&quot;,&quot;hotspot_position&quot;:null,&quot;hotspot_tooltip_width&quot;:null,&quot;hotspot_tooltip_text_wrap&quot;:null},{&quot;_id&quot;:&quot;010b68d&quot;,&quot;hotspot_label&quot;:&quot;4&quot;,&quot;hotspot_offset_x&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:14,&quot;sizes&quot;:[]},&quot;hotspot_offset_y&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:62,&quot;sizes&quot;:[]},&quot;hotspot_tooltip_content&quot;:&quot;&lt;p&gt;Mettez \\u00e0 jour la description du ticket ou joignez des fichiers.  &lt;\\\/p&gt;\\n&quot;,&quot;index&quot;:3,&quot;__dynamic__&quot;:null,&quot;hotspot_link&quot;:{&quot;url&quot;:&quot;&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;hotspot_icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;hotspot_icon_position&quot;:null,&quot;hotspot_icon_spacing&quot;:null,&quot;hotspot_custom_size&quot;:&quot;no&quot;,&quot;hotspot_width&quot;:null,&quot;hotspot_height&quot;:null,&quot;hotspot_horizontal&quot;:&quot;left&quot;,&quot;hotspot_vertical&quot;:&quot;top&quot;,&quot;hotspot_tooltip_position&quot;:&quot;no&quot;,&quot;hotspot_position&quot;:null,&quot;hotspot_tooltip_width&quot;:null,&quot;hotspot_tooltip_text_wrap&quot;:null},{&quot;_id&quot;:&quot;360b516&quot;,&quot;hotspot_label&quot;:&quot;5&quot;,&quot;hotspot_offset_x&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:16,&quot;sizes&quot;:[]},&quot;hotspot_offset_y&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:89,&quot;sizes&quot;:[]},&quot;hotspot_tooltip_content&quot;:&quot;&lt;p&gt;\\u00ab Customer Sample \\u00bb est le demandeur de ce ticket.  &lt;\\\/p&gt;\\n&lt;p&gt;Les demandeurs ou les abonn\\u00e9s recevront de nouveaux messages concernant ce ticket.&lt;\\\/p&gt;\\n&quot;,&quot;index&quot;:4,&quot;__dynamic__&quot;:null,&quot;hotspot_link&quot;:{&quot;url&quot;:&quot;&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;hotspot_icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;hotspot_icon_position&quot;:null,&quot;hotspot_icon_spacing&quot;:null,&quot;hotspot_custom_size&quot;:&quot;no&quot;,&quot;hotspot_width&quot;:null,&quot;hotspot_height&quot;:null,&quot;hotspot_horizontal&quot;:&quot;left&quot;,&quot;hotspot_vertical&quot;:&quot;top&quot;,&quot;hotspot_tooltip_position&quot;:&quot;no&quot;,&quot;hotspot_position&quot;:null,&quot;hotspot_tooltip_width&quot;:null,&quot;hotspot_tooltip_text_wrap&quot;:null},{&quot;_id&quot;:&quot;c293fe5&quot;,&quot;hotspot_label&quot;:&quot;6&quot;,&quot;hotspot_offset_x&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:89,&quot;sizes&quot;:[]},&quot;hotspot_offset_y&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:56,&quot;sizes&quot;:[]},&quot;hotspot_tooltip_content&quot;:&quot;&lt;p&gt;Envoyez un nouveau message \\u00e0 propos de ce ticket.  &lt;\\\/p&gt;\\n&lt;p&gt;Cette conversation est marqu\\u00e9e \\u00ab&nbsp;R\\u00e9ponse client&nbsp;\\u00bb, ce qui signifie que le message sera envoy\\u00e9 \\u00e0 tout demandeur de client ou abonn\\u00e9 sur le ticket.&lt;\\\/p&gt;\\n&quot;,&quot;index&quot;:5,&quot;__dynamic__&quot;:null,&quot;hotspot_link&quot;:{&quot;url&quot;:&quot;&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;hotspot_icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;hotspot_icon_position&quot;:null,&quot;hotspot_icon_spacing&quot;:null,&quot;hotspot_custom_size&quot;:&quot;no&quot;,&quot;hotspot_width&quot;:null,&quot;hotspot_height&quot;:null,&quot;hotspot_horizontal&quot;:&quot;left&quot;,&quot;hotspot_vertical&quot;:&quot;top&quot;,&quot;hotspot_tooltip_position&quot;:&quot;no&quot;,&quot;hotspot_position&quot;:null,&quot;hotspot_tooltip_width&quot;:null,&quot;hotspot_tooltip_text_wrap&quot;:null},{&quot;_id&quot;:&quot;2ec0586&quot;,&quot;hotspot_label&quot;:&quot;7&quot;,&quot;hotspot_offset_x&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:99,&quot;sizes&quot;:[]},&quot;hotspot_offset_y&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:18,&quot;sizes&quot;:[]},&quot;hotspot_tooltip_content&quot;:&quot;&lt;p&gt;\\&quot;Cr\\u00e9er une nouvelle conversation\\&quot;&lt;\\\/p&gt;\\n&lt;p&gt;Vous pouvez \\u00e9galement avoir une \\u00ab conversation interne \\u00bb sur le m\\u00eame ticket.&lt;\\\/p&gt;\\n&lt;p&gt;Les messages internes sont uniquement envoy\\u00e9s aux utilisateurs, et jamais aux clients.&lt;\\\/p&gt;\\n&quot;,&quot;index&quot;:6,&quot;__dynamic__&quot;:null,&quot;hotspot_link&quot;:{&quot;url&quot;:&quot;&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;hotspot_icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;hotspot_icon_position&quot;:null,&quot;hotspot_icon_spacing&quot;:null,&quot;hotspot_custom_size&quot;:&quot;no&quot;,&quot;hotspot_width&quot;:null,&quot;hotspot_height&quot;:null,&quot;hotspot_horizontal&quot;:&quot;left&quot;,&quot;hotspot_vertical&quot;:&quot;top&quot;,&quot;hotspot_tooltip_position&quot;:&quot;no&quot;,&quot;hotspot_position&quot;:null,&quot;hotspot_tooltip_width&quot;:null,&quot;hotspot_tooltip_text_wrap&quot;:null},{&quot;_id&quot;:&quot;0fe844d&quot;,&quot;hotspot_label&quot;:&quot;8&quot;,&quot;hotspot_offset_x&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:72,&quot;sizes&quot;:[]},&quot;hotspot_offset_y&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:1,&quot;sizes&quot;:[]},&quot;hotspot_tooltip_content&quot;:&quot;&lt;p&gt;Basculez entre les autres onglets pour afficher ce ticket&nbsp;:&lt;\\\/p&gt;\\n&lt;p&gt;Feuilles de temps, activit\\u00e9s, sous-t\\u00e2ches.&lt;\\\/p&gt;\\n&quot;,&quot;index&quot;:7,&quot;__dynamic__&quot;:null,&quot;hotspot_link&quot;:{&quot;url&quot;:&quot;&quot;,&quot;is_external&quot;:&quot;&quot;,&quot;nofollow&quot;:&quot;&quot;,&quot;custom_attributes&quot;:&quot;&quot;},&quot;hotspot_icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;hotspot_icon_position&quot;:null,&quot;hotspot_icon_spacing&quot;:null,&quot;hotspot_custom_size&quot;:&quot;no&quot;,&quot;hotspot_width&quot;:null,&quot;hotspot_height&quot;:null,&quot;hotspot_horizontal&quot;:&quot;left&quot;,&quot;hotspot_vertical&quot;:&quot;top&quot;,&quot;hotspot_tooltip_position&quot;:&quot;no&quot;,&quot;hotspot_position&quot;:null,&quot;hotspot_tooltip_width&quot;:null,&quot;hotspot_tooltip_text_wrap&quot;:null}],&quot;tooltip_trigger&quot;:&quot;mouseenter&quot;,&quot;tooltip_animation&quot;:&quot;e-hotspot--fade-direction&quot;,&quot;hotspot_sequenced_animation&quot;:&quot;no&quot;,&quot;tooltip_position&quot;:&quot;top&quot;}\" data-widget_type=\"hotspot.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<img decoding=\"async\" width=\"1502\" height=\"816\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2023\/10\/TicketDP.webp\" class=\"attachment-full size-full wp-image-259876\" alt=\"\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2023\/10\/TicketDP.webp 1502w, https:\/\/onedesk.com\/wp-content\/uploads\/2023\/10\/TicketDP-300x163.webp 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2023\/10\/TicketDP-1024x556.webp 1024w, https:\/\/onedesk.com\/wp-content\/uploads\/2023\/10\/TicketDP-768x417.webp 768w\" sizes=\"(max-width: 1502px) 100vw, 1502px\" \/>\n\t\t\t\t\t\t<div class=\"e-hotspot elementor-repeater-item-a5190fa  e-hotspot--position-left e-hotspot--position-top  \">\n\n\t\t\t\t\t\t\t\t<div class=\"e-hotspot__button e-hotspot--expand\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__label\">1<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__direction-mask e-hotspot--tooltip-position\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__tooltip   e-hotspot--fade-direction \" >\n\t\t\t\t\t\t<p>Cette bulle indique le statut du ticket.  <\/p>\n<p>Le statut peut \u00eatre modifi\u00e9 manuellement ou via l'automatisation.<\/p>\n<p>L'automatisation par d\u00e9faut met \u00e0 jour le statut en fonction des nouvelles r\u00e9ponses de l'agent ou du client.  <\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t<\/div>\n\n\t\n\t\t\t\t\t\t<div class=\"e-hotspot elementor-repeater-item-8a98ab0  e-hotspot--position-left e-hotspot--position-top  \">\n\n\t\t\t\t\t\t\t\t<div class=\"e-hotspot__button e-hotspot--expand\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__label\">2<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__direction-mask e-hotspot--tooltip-position\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__tooltip   e-hotspot--fade-direction \" >\n\t\t\t\t\t\t<p>Vous pouvez voir ici qui est affect\u00e9 au ticket.<\/p>\n<p>Cliquez sur attribuer pour modifier le responsable du ticket.  <\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t<\/div>\n\n\t\n\t\t\t\t\t\t<div class=\"e-hotspot elementor-repeater-item-694d2c9  e-hotspot--position-left e-hotspot--position-top  \">\n\n\t\t\t\t\t\t\t\t<div class=\"e-hotspot__button e-hotspot--expand\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__label\">3<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__direction-mask e-hotspot--tooltip-position\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__tooltip   e-hotspot--fade-direction \" >\n\t\t\t\t\t\t<p>Cliquez sur \u00ab&nbsp;D\u00e9marrer le travail&nbsp;\u00bb pour ex\u00e9cuter le minuteur.  <\/p>\n<p>Enregistrez le temps pour suivre les heures facturables ou surveiller les performances de l\u2019\u00e9quipe.  <\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t<\/div>\n\n\t\n\t\t\t\t\t\t<div class=\"e-hotspot elementor-repeater-item-010b68d  e-hotspot--position-left e-hotspot--position-top  \">\n\n\t\t\t\t\t\t\t\t<div class=\"e-hotspot__button e-hotspot--expand\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__label\">4<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__direction-mask e-hotspot--tooltip-position\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__tooltip   e-hotspot--fade-direction \" >\n\t\t\t\t\t\t<p>Mettez \u00e0 jour la description du ticket ou joignez des fichiers.  <\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t<\/div>\n\n\t\n\t\t\t\t\t\t<div class=\"e-hotspot elementor-repeater-item-360b516  e-hotspot--position-left e-hotspot--position-top  \">\n\n\t\t\t\t\t\t\t\t<div class=\"e-hotspot__button e-hotspot--expand\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__label\">5<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__direction-mask e-hotspot--tooltip-position\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__tooltip   e-hotspot--fade-direction \" >\n\t\t\t\t\t\t<p>\u00ab Customer Sample \u00bb est le demandeur de ce ticket.  <\/p>\n<p>Les demandeurs ou les abonn\u00e9s recevront de nouveaux messages concernant ce ticket.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t<\/div>\n\n\t\n\t\t\t\t\t\t<div class=\"e-hotspot elementor-repeater-item-c293fe5  e-hotspot--position-left e-hotspot--position-top  \">\n\n\t\t\t\t\t\t\t\t<div class=\"e-hotspot__button e-hotspot--expand\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__label\">6<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__direction-mask e-hotspot--tooltip-position\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__tooltip   e-hotspot--fade-direction \" >\n\t\t\t\t\t\t<p>Envoyez un nouveau message \u00e0 propos de ce ticket.  <\/p>\n<p>Cette conversation est marqu\u00e9e \u00ab&nbsp;R\u00e9ponse client&nbsp;\u00bb, ce qui signifie que le message sera envoy\u00e9 \u00e0 tout demandeur de client ou abonn\u00e9 sur le ticket.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t<\/div>\n\n\t\n\t\t\t\t\t\t<div class=\"e-hotspot elementor-repeater-item-2ec0586  e-hotspot--position-left e-hotspot--position-top  \">\n\n\t\t\t\t\t\t\t\t<div class=\"e-hotspot__button e-hotspot--expand\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__label\">7<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__direction-mask e-hotspot--tooltip-position\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__tooltip   e-hotspot--fade-direction \" >\n\t\t\t\t\t\t<p>\"Cr\u00e9er une nouvelle conversation\"<\/p>\n<p>Vous pouvez \u00e9galement avoir une \u00ab conversation interne \u00bb sur le m\u00eame ticket.<\/p>\n<p>Les messages internes sont uniquement envoy\u00e9s aux utilisateurs, et jamais aux clients.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t<\/div>\n\n\t\n\t\t\t\t\t\t<div class=\"e-hotspot elementor-repeater-item-0fe844d  e-hotspot--position-left e-hotspot--position-top  \">\n\n\t\t\t\t\t\t\t\t<div class=\"e-hotspot__button e-hotspot--expand\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__label\">8<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__direction-mask e-hotspot--tooltip-position\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"e-hotspot__tooltip   e-hotspot--fade-direction \" >\n\t\t\t\t\t\t<p>Basculez entre les autres onglets pour afficher ce ticket&nbsp;:<\/p>\n<p>Feuilles de temps, activit\u00e9s, sous-t\u00e2ches.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t<\/div>\n\n\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-267ad21 e-flex e-con-boxed e-con e-parent\" data-id=\"267ad21\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0fa7092 elementor-widget elementor-widget-text-editor\" data-id=\"0fa7092\" 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>Apprendre encore plus:<\/p>\n<ul>\n<li><a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-ae3e3b56-14f6-440e-853c-2046cd9c75e6\" target=\"_blank\" rel=\"noopener\">Canaux de communication client<\/a><\/li>\n<li><a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-2bb9382c-84af-4357-904e-171c87374b71\" target=\"_blank\" rel=\"noopener\">Communication avec les utilisateurs et les \u00e9quipes<\/a><\/li>\n<li><a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-9251dbe4-e2f5-4359-8953-c85eecba185a\" target=\"_blank\" rel=\"noopener\">\u00c0 propos des automatisations<\/a><\/li>\n<li><a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-b01863f4-331d-4f21-a4a7-40d94177aa58\" target=\"_blank\" rel=\"noopener\">Plusieurs fa\u00e7ons de cr\u00e9er des tickets<\/a><\/li>\n<li><a href=\"https:\/\/kb.onedesk.com\/app-od\/o-onedesk\/knowledge-base-1\/article-edf20ba4-43c0-458e-a162-ba91e238346d\" target=\"_blank\" rel=\"noopener\">Vues de travail personnalis\u00e9es<\/a><\/li>\n<\/ul>\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-2e98575 elementor-align-right elementor-widget elementor-widget-button\" data-id=\"2e98575\" 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-md\" href=\"https:\/\/onedesk.com\/fr\/commencer\/taches-pm\/\">\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\">Suivant &gt;<\/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\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Billetterie et flux de support Contenu du guide d&#8217;int\u00e9gration&nbsp;: Capturer des billets Lors de la derni\u00e8re \u00e9tape d&#8217;int\u00e9gration, nous avons connect\u00e9 notre messagerie et d\u00e9ploy\u00e9 nos applications client. Ce sont g\u00e9n\u00e9ralement les m\u00e9thodes les plus courantes pour capturer les tickets. D&#8217;autres m\u00e9thodes incluent le bouton \u00ab Ajouter \u00bb, via certaines int\u00e9grations ou via l&#8217;importation. Avec [&hellip;]<\/p>\n","protected":false},"author":30,"featured_media":0,"parent":260418,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"tpgb_global_settings":"","inline_featured_image":false,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","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":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","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_about_page":false,"_wpcom_ai_launchpad_gallery_page":false,"_wpcom_ai_launchpad_contact_page":false,"_wpcom_ai_launchpad_events_page":false,"_wpcom_ai_launchpad_video_page":false,"_wpcom_ai_launchpad_portfolio_piece":false,"footnotes":""},"class_list":["post-260503","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Guide de d\u00e9marrage 5\u00a0: Flux de tickets et de support | Un bureau<\/title>\n<meta name=\"description\" content=\"Cinqui\u00e8me \u00e9tape du guide de d\u00e9marrage de OneDesk. 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