{"id":302158,"date":"2026-05-13T20:25:37","date_gmt":"2026-05-13T20:25:37","guid":{"rendered":"https:\/\/onedesk.com\/ticket-deflection-strategies\/"},"modified":"2026-05-13T20:25:38","modified_gmt":"2026-05-13T20:25:38","slug":"ticket-deflection-strategies","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/","title":{"rendered":"R\u00e9duction des amendes&nbsp;: importance et strat\u00e9gies"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Imaginez une matin\u00e9e typique pour votre responsable du support client. Un client, appelons-le John, a oubli\u00e9 comment mettre \u00e0 jour ses informations de facturation. John se rend sur votre site web, trouve votre adresse e-mail de support et envoie un message. Ce message est enregistr\u00e9 dans votre syst\u00e8me d&#8217;assistance sous forme de ticket. Votre agente, Sarah, voit la notification, ouvre le ticket, identifie le probl\u00e8me et saisit manuellement la m\u00eame proc\u00e9dure en trois \u00e9tapes qu&#8217;elle a d\u00e9j\u00e0 expliqu\u00e9e une douzaine de fois aujourd&#8217;hui. Elle clique sur \u00ab\u00a0Envoyer\u00a0\u00bb, et John obtient enfin sa r\u00e9ponse.     <\/p>\n\n<p class=\"wp-block-paragraph\">Ce flux repr\u00e9sente une quantit\u00e9 consid\u00e9rable de \u00ab travail inutile \u00bb. Le talent de Sarah est gaspill\u00e9 sur des t\u00e2ches r\u00e9p\u00e9titives, John est frustr\u00e9 par le temps d&#8217;attente, et votre entreprise paie pour une main-d&#8217;\u0153uvre manuelle afin de r\u00e9soudre un probl\u00e8me qui aurait pu \u00eatre r\u00e9solu en quelques secondes. <\/p>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 id=\"h-what-is-ticket-deflection\" class=\"wp-block-heading\">Qu&#8217;est-ce que la d\u00e9viation de billets\u00a0?<\/h2>\n\n<p class=\"wp-block-paragraph\" id=\"h-what-is-ticket-deflection-ticket-deflection-is-a-type-of-proactive-customer-service-strategy-it-s-about-providing-customers-with-the-tools-they-need-to-solve-their-own-problems-before-they-ever-feel-the-need-to-contact-a-human-agent-instead-of-focusing-on-how-to-resolve-tickets-faster-deflection-focuses-on-preventing-the-ticket-from-being-created-in-the-first-place-with-self-service-features-and-artificial-intelligence-you-empower-your-customers-to-find-immediate-answers-effectively-deflecting-the-query-away-from-your-support-queue\">La pr\u00e9vention des demandes d&#8217;assistance est une strat\u00e9gie proactive de service client. Elle consiste \u00e0 fournir aux clients les outils n\u00e9cessaires pour r\u00e9soudre leurs probl\u00e8mes eux-m\u00eames avant m\u00eame de contacter un conseiller. Plut\u00f4t que de se concentrer sur la rapidit\u00e9 de r\u00e9solution des demandes, la pr\u00e9vention vise \u00e0 emp\u00eacher leur cr\u00e9ation. Gr\u00e2ce <a href=\"https:\/\/onedesk.com\/fr\/cas-dutilisation\/en-libre-service\/\" type=\"page\" id=\"52821\" target=\"_blank\" rel=\"noreferrer noopener\">aux fonctionnalit\u00e9s en libre-service<\/a> et \u00e0 l&#8217;intelligence artificielle, vous permettez \u00e0 vos clients de trouver des r\u00e9ponses imm\u00e9diates, \u00e9vitant ainsi de surcharger votre service d&#8217;assistance.   <\/p>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 id=\"h-how-ticket-deflection-works\" class=\"wp-block-heading\">Comment fonctionne la d\u00e9duction des contraventions<\/h2>\n\n<p class=\"wp-block-paragraph\">La gestion des tickets d&#8217;assistance repose sur la cr\u00e9ation d&#8217;un interm\u00e9diaire en libre-service entre le client et votre \u00e9quipe de support. Lorsqu&#8217;un client pose une question, le syst\u00e8me lui propose des informations pertinentes. Cela peut se produire lorsqu&#8217;il commence \u00e0 remplir un formulaire de support ou interagit avec un chatbot.  <\/p>\n\n<p class=\"wp-block-paragraph\">De mani\u00e8re g\u00e9n\u00e9rale, une strat\u00e9gie de d\u00e9viation comprend trois composantes principales\u00a0: l\u2019accessibilit\u00e9 (s\u2019assurer que l\u2019aide est disponible l\u00e0 o\u00f9 se trouve le client), le contenu (disposer des articles et des FAQ appropri\u00e9s) et l\u2019intelligence (utiliser l\u2019IA pour faire correspondre le probl\u00e8me du client \u00e0 la solution ad\u00e9quate en temps r\u00e9el).<\/p>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 id=\"h-5-benefits-of-ticket-deflection\" class=\"wp-block-heading\">5 avantages de la r\u00e9duction des amendes<\/h2>\n\n<p class=\"wp-block-paragraph\"><strong>1. R\u00e9duction des co\u00fbts de soutien<\/strong><br\/> Chaque ticket trait\u00e9 manuellement a un co\u00fbt, calcul\u00e9 en fonction du taux horaire de l&#8217;agent et du temps pass\u00e9 \u00e0 le r\u00e9soudre. En transf\u00e9rant les questions courantes vers des canaux de libre-service automatis\u00e9s, vous r\u00e9duisez le co\u00fbt par interaction. Sur plusieurs mois ou ann\u00e9es, le simple fait d&#8217;\u00e9viter 30 % de vos demandes fr\u00e9quentes peut vous faire \u00e9conomiser des milliers d&#8217;euros en frais op\u00e9rationnels.  <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>2. Disponibilit\u00e9 24h\/24 et 7j\/7 pour les clients du monde entier<\/strong><br\/> Les agents humains ont besoin de dormir, mais vos clients peuvent travailler dans diff\u00e9rents fuseaux horaires. Les outils de gestion des tickets, comme les bases de connaissances et les chatbots, sont toujours op\u00e9rationnels. Ainsi, un client qui cherche \u00e0 r\u00e9initialiser son mot de passe \u00e0 3 h du matin obtient une r\u00e9ponse instantan\u00e9e, sans avoir \u00e0 attendre l&#8217;ouverture de vos bureaux, ce qui renforce consid\u00e9rablement la cr\u00e9dibilit\u00e9 de votre marque.  <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>3. Satisfaction professionnelle accrue des agents<\/strong><br\/> Aucun professionnel du support technique n&#8217;appr\u00e9cie de r\u00e9pondre chaque jour aux m\u00eames cinq questions. En automatisant les t\u00e2ches simples, vos agents peuvent se concentrer sur des probl\u00e9matiques \u00e0 forte valeur ajout\u00e9e qui requi\u00e8rent une v\u00e9ritable empathie humaine. Il en r\u00e9sulte un engagement accru et une \u00e9quipe de support plus motiv\u00e9e.  <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>4. Temps de r\u00e9solution plus rapides<\/strong><br\/> Aujourd&#8217;hui, la rapidit\u00e9 est primordiale pour les clients. La gestion des tickets offre une exp\u00e9rience instantan\u00e9e. Au lieu d&#8217;attendre une r\u00e9ponse par e-mail ou de patienter dans une file d&#8217;attente de chat, les clients trouvent des solutions en quelques secondes. Cette imm\u00e9diatet\u00e9 est directement li\u00e9e \u00e0 une satisfaction et une fid\u00e9lit\u00e9 accrues.   <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>5. \u00c9volutivit\u00e9 transparente<\/strong><br\/> \u00c0 mesure que votre entreprise se d\u00e9veloppe, le volume de vos tickets d&#8217;assistance augmente naturellement. Sans strat\u00e9gie de gestion des tickets, vous \u00eates contraint d&#8217;embaucher davantage d&#8217;agents au m\u00eame rythme que votre client\u00e8le cro\u00eet, un mod\u00e8le co\u00fbteux et non viable. La gestion des tickets vous permet d&#8217;adapter votre capacit\u00e9 de support \u00e0 l&#8217;infini sans augmenter vos effectifs de mani\u00e8re proportionnelle.  <\/p>\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 id=\"h-strategies-to-improve-ticket-deflection\" class=\"wp-block-heading\">Strat\u00e9gies pour am\u00e9liorer la r\u00e9duction des amendes<\/h2>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 id=\"h-1-implement-a-conversational-ai-chatbot-odie\" class=\"wp-block-heading\">1. Impl\u00e9menter un chatbot d&#8217;IA conversationnelle (Odie)<\/h3>\n\n<p class=\"wp-block-paragraph\">OneDesk int\u00e8gre un puissant agent IA, souvent appel\u00e9 \u00ab\u00a0Odie\u00a0\u00bb, qui constitue la premi\u00e8re ligne de d\u00e9fense. Contrairement aux bots traditionnels bas\u00e9s sur des r\u00e8gles, ce <a href=\"https:\/\/onedesk.com\/customer-apps\/ai-chatbot\/\" type=\"page\" id=\"270635\">chatbot conversationnel<\/a> comprend le langage naturel. Il peut accueillir les clients sur votre site web, comprendre leurs besoins et leur fournir des r\u00e9ponses directes ou des liens vers des articles pertinents. Ainsi, le recours \u00e0 une session de chat en direct est \u00e9vit\u00e9, la question \u00e9tant r\u00e9solue directement dans la fen\u00eatre de discussion.   <\/p>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 id=\"h-2-build-a-robust-knowledgebase\" class=\"wp-block-heading\">2. Constituer une base de connaissances robuste<\/h3>\n\n<p class=\"wp-block-paragraph\">Toute strat\u00e9gie de r\u00e9solution de probl\u00e8mes repose sur une <a href=\"https:\/\/onedesk.com\/fr\/creer-la-base-de-connaissances-du-service-client\/\" type=\"post\" id=\"249508\">base de connaissances exhaustive<\/a> . OneDesk vous permet de cr\u00e9er une biblioth\u00e8que centralis\u00e9e d&#8217;articles, de guides et de tutoriels vid\u00e9o. En organisant vos connaissances dans une documentation consultable, vous offrez \u00e0 vos clients un espace o\u00f9 ils peuvent r\u00e9soudre leurs probl\u00e8mes techniques en toute autonomie.  <\/p>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 id=\"h-3-foster-a-community-forum\" class=\"wp-block-heading\">3. Cr\u00e9er un forum communautaire<\/h3>\n\n<p class=\"wp-block-paragraph\">Parfois, le meilleur soutien vient des autres utilisateurs. Le forum communautaire de OneDesk vous permet de transformer votre centre d&#8217;aide en un espace collaboratif. Lorsque les clients posent des questions publiquement, d&#8217;autres clients peuvent y r\u00e9pondre, et ces r\u00e9ponses restent consultables pour les futurs utilisateurs. Cela cr\u00e9e un \u00e9cosyst\u00e8me d&#8217;information autonome qui r\u00e9duit le nombre de questions pos\u00e9es \u00e0 nouveau.   <\/p>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 id=\"h-4-develop-specialized-faqs\" class=\"wp-block-heading\">4. \u00c9laborer des FAQ sp\u00e9cialis\u00e9es<\/h3>\n\n<p class=\"wp-block-paragraph\">Alors qu&#8217;une base de connaissances propose des informations approfondies, une FAQ est d\u00e9di\u00e9e aux questions rapides, comme les cycles de facturation, les politiques d&#8217;exp\u00e9dition et la compatibilit\u00e9 des produits. Dans OneDesk, vous pouvez mettre en avant ces questions fr\u00e9quentes dans votre centre d&#8217;aide. En r\u00e9pondant \u00e0 ces questions courantes d\u00e8s le d\u00e9part, vous \u00e9vitez \u00e0 vos clients d&#8217;avoir \u00e0 vous contacter pour obtenir des informations de base.  <\/p>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 id=\"h-5-leverage-an-ai-integrated-knowledgebase\" class=\"wp-block-heading\">5. Exploiter une base de connaissances int\u00e9grant l&#8217;IA<\/h3>\n\n<p class=\"wp-block-paragraph\">Disposer d&#8217;une base de connaissances ne suffit pas\u00a0: elle doit aussi \u00eatre intelligente\u00a0! L&#8217;int\u00e9gration de l&#8217;IA de OneDesk permet de r\u00e9sumer automatiquement les articles ou d&#8217;extraire des r\u00e9ponses pr\u00e9cises de longs documents. Lorsqu&#8217;un client consulte votre centre d&#8217;aide, l&#8217;IA ne se contente pas de lui fournir une liste de liens, mais lui propose \u00e9galement une r\u00e9ponse concise issue de votre contenu, lui \u00e9vitant ainsi de parcourir plusieurs pages.  <\/p>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 id=\"h-6-utilize-a-centralized-ticket-portal\" class=\"wp-block-heading\">6. Utilisez un portail de billetterie centralis\u00e9<\/h3>\n\n<p class=\"wp-block-paragraph\">Le portail de tickets OneDesk r\u00e9volutionne la transparence. Gr\u00e2ce \u00e0 la possibilit\u00e9 pour les clients de se connecter et de consulter l&#8217;\u00e9tat de leurs demandes, ils sont beaucoup moins enclins \u00e0 envoyer des e-mails de suivi ou de mise \u00e0 jour. Le portail centralise toutes les informations\u00a0: ils peuvent y suivre l&#8217;avancement de leurs demandes, consulter les solutions pr\u00e9c\u00e9dentes et acc\u00e9der aux ressources, ce qui permet de d\u00e9sencombrer votre bo\u00eete de r\u00e9ception.  <\/p>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 id=\"h-7-deploy-ticket-form-deflection\" class=\"wp-block-heading\">7. D\u00e9ployer le syst\u00e8me de d\u00e9viation des formulaires de tickets<\/h3>\n\n<p class=\"wp-block-paragraph\">L&#8217;un des moyens les plus efficaces d&#8217;emp\u00eacher la cr\u00e9ation d&#8217;un ticket est d&#8217;intervenir d\u00e8s sa saisie. Lorsqu&#8217;un client commence \u00e0 saisir un objet dans votre formulaire de support OneDesk, le syst\u00e8me utilise l&#8217;IA pour lui sugg\u00e9rer des articles pertinents de la base de connaissances. Si l&#8217;article sugg\u00e9r\u00e9 r\u00e9sout son probl\u00e8me, le client peut simplement fermer le formulaire sans cliquer sur \u00ab\u00a0Envoyer\u00a0\u00bb, ce qui permet de clore le ticket au dernier moment.  <\/p>\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 id=\"h-8-proactive-article-creation-with-ai-generation\" class=\"wp-block-heading\">8. Cr\u00e9ation proactive d&#8217;articles gr\u00e2ce \u00e0 la g\u00e9n\u00e9ration par IA<\/h3>\n\n<p class=\"wp-block-paragraph\">L&#8217;une des fonctionnalit\u00e9s les plus innovantes de OneDesk est <a href=\"https:\/\/onedesk.com\/odie-ai\/ai-article-generation\/\" type=\"page\" id=\"300164\">la g\u00e9n\u00e9ration d&#8217;articles par l&#8217;IA<\/a> . Vos agents de support r\u00e9solvent d\u00e9j\u00e0 quotidiennement des probl\u00e8mes en r\u00e9pondant aux tickets. L&#8217;IA de OneDesk peut, \u00e0 partir d&#8217;un ticket r\u00e9solu, g\u00e9n\u00e9rer instantan\u00e9ment un article de base de connaissances. Cette approche proactive garantit qu&#8217;une fois un probl\u00e8me r\u00e9solu par un humain, il n&#8217;aura plus jamais besoin de l&#8217;\u00eatre \u00e0 nouveau.   <\/p>\n","protected":false},"excerpt":{"rendered":"<p>Imaginez une matin\u00e9e typique pour votre responsable du support client. Un client, appelons-le John, a oubli\u00e9 comment mettre \u00e0 jour ses informations de facturation. John se rend sur votre site web, trouve votre adresse e-mail de support et envoie un message. Ce message est enregistr\u00e9 dans votre syst\u00e8me d&#8217;assistance sous forme de ticket. Votre agente, [&hellip;]<\/p>\n","protected":false},"author":30,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","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":""},"categories":[9427],"tags":[],"class_list":["post-302158","post","type-post","status-publish","format-standard","hentry","category-6-helpdesk-lab"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>R\u00e9duction des amendes : pourquoi c&#039;est important et strat\u00e9gies pour l&#039;am\u00e9liorer<\/title>\n<meta name=\"description\" content=\"Ne vous laissez plus submerger par les demandes d&#039;assistance r\u00e9p\u00e9titives. Ce guide explique comment les r\u00e9duire gr\u00e2ce \u00e0 l&#039;IA et aux outils de libre-service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"R\u00e9duction des amendes : pourquoi c&#039;est important et strat\u00e9gies pour l&#039;am\u00e9liorer\" \/>\n<meta property=\"og:description\" content=\"Ne vous laissez plus submerger par les demandes d&#039;assistance r\u00e9p\u00e9titives. Ce guide explique comment les r\u00e9duire gr\u00e2ce \u00e0 l&#039;IA et aux outils de libre-service.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/\" \/>\n<meta property=\"og:site_name\" content=\"OneDesk\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OneDeskApp\" \/>\n<meta property=\"article:published_time\" content=\"2026-05-13T20:25:37+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-13T20:25:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/onedesk.com\/wp-content\/uploads\/2020\/04\/OneDesk-Logo.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Erin Richardson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@OneDeskApp\" \/>\n<meta name=\"twitter:site\" content=\"@OneDeskApp\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Erin Richardson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"R\u00e9duction des amendes : pourquoi c'est important et strat\u00e9gies pour l'am\u00e9liorer","description":"Ne vous laissez plus submerger par les demandes d'assistance r\u00e9p\u00e9titives. Ce guide explique comment les r\u00e9duire gr\u00e2ce \u00e0 l'IA et aux outils de libre-service.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/","og_locale":"fr_FR","og_type":"article","og_title":"R\u00e9duction des amendes : pourquoi c'est important et strat\u00e9gies pour l'am\u00e9liorer","og_description":"Ne vous laissez plus submerger par les demandes d'assistance r\u00e9p\u00e9titives. Ce guide explique comment les r\u00e9duire gr\u00e2ce \u00e0 l'IA et aux outils de libre-service.","og_url":"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/","og_site_name":"OneDesk","article_publisher":"https:\/\/www.facebook.com\/OneDeskApp","article_published_time":"2026-05-13T20:25:37+00:00","article_modified_time":"2026-05-13T20:25:38+00:00","og_image":[{"width":1280,"height":800,"url":"https:\/\/onedesk.com\/wp-content\/uploads\/2020\/04\/OneDesk-Logo.png","type":"image\/png"}],"author":"Erin Richardson","twitter_card":"summary_large_image","twitter_creator":"@OneDeskApp","twitter_site":"@OneDeskApp","twitter_misc":{"Written by":"Erin Richardson","Est. reading time":"7 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":["Article","BlogPosting"],"@id":"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/#article","isPartOf":{"@id":"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/"},"author":{"name":"Erin Richardson","@id":"https:\/\/onedesk.com\/fr\/#\/schema\/person\/b75cebf7ca07e33af758308c234c24ea"},"headline":"R\u00e9duction des amendes&nbsp;: importance et strat\u00e9gies","datePublished":"2026-05-13T20:25:37+00:00","dateModified":"2026-05-13T20:25:38+00:00","mainEntityOfPage":{"@id":"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/"},"wordCount":1463,"publisher":{"@id":"https:\/\/onedesk.com\/fr\/#organization"},"articleSection":["6. HelpDesk Lab"],"inLanguage":"fr-FR"},{"@type":"WebPage","@id":"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/","url":"https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/","name":"R\u00e9duction des amendes : pourquoi c'est important et strat\u00e9gies pour l'am\u00e9liorer","isPartOf":{"@id":"https:\/\/onedesk.com\/fr\/#website"},"datePublished":"2026-05-13T20:25:37+00:00","dateModified":"2026-05-13T20:25:38+00:00","description":"Ne vous laissez plus submerger par les demandes d'assistance r\u00e9p\u00e9titives. Ce guide explique comment les r\u00e9duire gr\u00e2ce \u00e0 l'IA et aux outils de libre-service.","inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/onedesk.com\/fr\/ticket-deflection-strategies\/"]}]},{"@type":"WebSite","@id":"https:\/\/onedesk.com\/fr\/#website","url":"https:\/\/onedesk.com\/fr\/","name":"OneDesk","description":"Logiciel de gestion de projet et d'assistance","publisher":{"@id":"https:\/\/onedesk.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/onedesk.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/onedesk.com\/fr\/#organization","name":"OneDesk","url":"https:\/\/onedesk.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/onedesk.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/onedesk.com\/wp-content\/uploads\/2016\/01\/white-logo-small.png","contentUrl":"https:\/\/onedesk.com\/wp-content\/uploads\/2016\/01\/white-logo-small.png","width":207,"height":40,"caption":"OneDesk"},"image":{"@id":"https:\/\/onedesk.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/OneDeskApp","https:\/\/x.com\/OneDeskApp","https:\/\/www.instagram.com\/onedeskapp\/","https:\/\/www.linkedin.com\/company\/onedesk-inc-1","https:\/\/www.pinterest.com\/onedesk\/","https:\/\/www.youtube.com\/user\/OneDeskApp"]},{"@type":"Person","@id":"https:\/\/onedesk.com\/fr\/#\/schema\/person\/b75cebf7ca07e33af758308c234c24ea","name":"Erin Richardson","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/5b43ac2756efc1d5aa46746163fa71ceee43f42a78652ebc70940d512d77cba0?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/5b43ac2756efc1d5aa46746163fa71ceee43f42a78652ebc70940d512d77cba0?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/5b43ac2756efc1d5aa46746163fa71ceee43f42a78652ebc70940d512d77cba0?s=96&d=mm&r=g","caption":"Erin Richardson"},"url":"https:\/\/onedesk.com\/fr\/author\/erin-richardsononedesk-com\/"}]}},"jetpack_featured_media_url":"","tpgb_featured_images":null,"tpgb_post_meta_info":{"get_date":"May 13, 2026","get_modified_date":"May 13, 2026","category_list":{"category":[{"term_id":9427,"name":"6. HelpDesk Lab","slug":"6-helpdesk-lab","term_group":0,"term_taxonomy_id":9427,"taxonomy":"category","description":"Le Helpdesk Lab: articles de blog et articles sur le service client, la gestion des commentaires et le logiciel d'assistance g\u00e9n\u00e9ral.","parent":0,"count":59,"filter":"raw","term_order":"0"}],"post_tag":false,"post_format":false},"author_name":"Erin Richardson","author_url":"https:\/\/onedesk.com\/fr\/author\/erin-richardsononedesk-com\/","author_email":"erin.richardson@onedesk.com","author_website":"","author_description":"","author_facebook":"","author_twitter":"","author_instagram":"","author_role":["administrator"],"author_firstname":"Erin","author_lastname":"Richardson","user_login":"erin.richardson@onedesk.com","author_avatar":"<img alt='' src='https:\/\/secure.gravatar.com\/avatar\/5b43ac2756efc1d5aa46746163fa71ceee43f42a78652ebc70940d512d77cba0?s=200&#038;d=mm&#038;r=g' srcset='https:\/\/secure.gravatar.com\/avatar\/5b43ac2756efc1d5aa46746163fa71ceee43f42a78652ebc70940d512d77cba0?s=400&#038;d=mm&#038;r=g 2x' class='avatar avatar-200 photo' height='200' width='200' decoding='async'\/>","author_avatar_url":"https:\/\/secure.gravatar.com\/avatar\/5b43ac2756efc1d5aa46746163fa71ceee43f42a78652ebc70940d512d77cba0?s=96&d=mm&r=g","comment_count":0,"post_likes":0,"post_views":0},"tpgb_post_category":{"category":"<a href=\"https:\/\/onedesk.com\/fr\/category\/6-helpdesk-lab\/\" alt=\"6. HelpDesk Lab\"  class=\"category-6-helpdesk-lab\">6. HelpDesk Lab<\/a> "},"jetpack_shortlink":"https:\/\/wp.me\/pfpPaI-1gBw","amp_enabled":true,"_links":{"self":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/302158","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/users\/30"}],"replies":[{"embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/comments?post=302158"}],"version-history":[{"count":1,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/302158\/revisions"}],"predecessor-version":[{"id":302164,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/302158\/revisions\/302164"}],"wp:attachment":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/media?parent=302158"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/categories?post=302158"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/tags?post=302158"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}