{"id":70019,"date":"2021-03-15T15:00:20","date_gmt":"2021-03-15T15:00:20","guid":{"rendered":"https:\/\/onedesk.com\/reponses-en-boite\/"},"modified":"2021-03-17T15:41:35","modified_gmt":"2021-03-17T15:41:35","slug":"reponses-en-boite","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/reponses-en-boite\/","title":{"rendered":"R\u00e9ponses standardis\u00e9es"},"content":{"rendered":"

\"\"<\/h1>\n

R\u00e9ponses standardis\u00e9es dans OneDesk<\/h2>\n

Il existe plusieurs fa\u00e7ons de configurer et d’automatiser l’envoi de r\u00e9ponses dans OneDesk. Les r\u00e9ponses standardis\u00e9es peuvent vous aider \u00e0 r\u00e9pondre aux questions fr\u00e9quemment pos\u00e9es que vous recevez des clients, \u00e0 r\u00e9pondre aux demandes que vous recevez \u00e0 plusieurs reprises, et plus encore. Cela vous permet de d\u00e9sencombrer votre service d’assistance et de gagner du temps, \u00e0 vous et \u00e0 votre \u00e9quipe, lorsqu’il s’agit de trier et de r\u00e9pondre aux demandes des clients.<\/p>\n

Vous pouvez envoyer une r\u00e9ponse standardis\u00e9e des mani\u00e8res suivantes:<\/p>\n

Ins\u00e9rer un message<\/strong> dans une collection de billets ou d’articles s\u00e9lectionn\u00e9s manuellement<\/p>\n

Ins\u00e9rer un message<\/strong> lorsqu’un ticket est re\u00e7u avec un mot-cl\u00e9 ou une phrase sp\u00e9cifi\u00e9<\/p>\n

Envoi d’un mod\u00e8le d’e-mail<\/strong> lorsqu’un ticket est re\u00e7u avec un mot-cl\u00e9 ou une phrase sp\u00e9cifi\u00e9<\/p>\n

\u00c0 propos de l’insertion de messages<\/h2>\n

L’insertion d’un message vous permet d’envoyer une r\u00e9ponse \u00e0 un message dans l’application de messagerie interne de OneDesk. Vous pouvez choisir d’automatiser l’insertion d’un message ou de cr\u00e9er une macro, puis de s\u00e9lectionner manuellement les \u00e9l\u00e9ments auxquels appliquer cette macro. L’avantage d’ins\u00e9rer un message est le suivant:<\/p>\n

    \n
  • Vous permet de suivre le flux de conversation entre vous et vos clients directement dans OneDesk.<\/li>\n
  • Vous permet de s\u00e9lectionner les tickets ou \u00e9l\u00e9ments les plus appropri\u00e9s pour y ins\u00e9rer une r\u00e9ponse.<\/li>\n
  • Enregistrez les messages que vous \u00e9crivez pour plus tard et utilisez-les en cliquant sur un bouton.<\/li>\n<\/ul>\n

    Lors de l’envoi de messages pr\u00e9d\u00e9finis en interne, vous pouvez ins\u00e9rer des propri\u00e9t\u00e9s dans les messages:<\/p>\n

    \"\"<\/p>\n

    \u00c0 propos de l’envoi d’un mod\u00e8le d’e-mail<\/h2>\n

    L’envoi d’un mod\u00e8le d’e-mail vous permet d’envoyer un e-mail direct \u00e0 vos clients depuis OneDesk et vous permet de:<\/p>\n

      \n
    • Utilisez un mod\u00e8le d’e-mail pr\u00e9-\u00e9crit avec des propri\u00e9t\u00e9s ins\u00e9r\u00e9es<\/li>\n<\/ul>\n

      \"\"<\/p>\n

        \n
      • Gardez une trace des e-mails envoy\u00e9s, livr\u00e9s ou \u00e9chou\u00e9s au cours des 72 derni\u00e8res heures<\/li>\n<\/ul>\n

        \"\"<\/p>\n

        L’avantage de cette approche est:<\/p>\n

          \n
        • Vous n’avez pas besoin de s\u00e9lectionner manuellement les \u00e9l\u00e9ments auxquels l’appliquer.<\/li>\n
        • Aucun humain n’a \u00e0 d\u00e9clencher l’action, donc moins de temps perdu pour votre \u00e9quipe.<\/li>\n
        • Vous pouvez choisir parmi plusieurs propri\u00e9t\u00e9s.<\/li>\n<\/ul>\n

          L’inconv\u00e9nient de l’envoi de mod\u00e8les d’e-mails bas\u00e9s sur des mots-cl\u00e9s est:<\/p>\n

            \n
          • La pr\u00e9cision de ces r\u00e9ponses automatis\u00e9es n’est pas parfaite et d\u00e9pend fortement des mots-cl\u00e9s ou des sp\u00e9cifications que vous s\u00e9lectionnez.<\/li>\n
          • \u00c9tant donn\u00e9 que l’e-mail est envoy\u00e9 en dehors du flux de messages, vous ne gardez pas une trace de tous les messages entre vous et vos clients.<\/li>\n<\/ul>\n

            Comment envoyer une r\u00e9ponse \u00e0 un message manuellement<\/h1>\n

            Pour envoyer une r\u00e9ponse macro manuellement:<\/p>\n

            \u00c9tape 1:<\/strong> Cliquez sur l’application dans laquelle vous souhaitez cr\u00e9er la macro.<\/p>\n

            \"Select<\/p>\n

            \u00c9tape 2:<\/strong> S\u00e9lectionnez tous les billets auxquels vous souhaitez envoyer le message. Si vous souhaitez simplement cr\u00e9er la macro \u00e0 enregistrer et \u00e0 utiliser plus tard, assurez-vous simplement que vous n’avez s\u00e9lectionn\u00e9 que le portefeuille de votre organisation, ou un non-\u00e9l\u00e9ment.<\/p>\n

            \"Select<\/p>\n

            \u00c9tape 3:<\/strong> Cliquez sur Outils<\/strong> dans la barre de navigation sup\u00e9rieure.<\/p>\n

            \"Select<\/p>\n

            \u00c9tape 4:<\/strong> Cliquez sur Nouvelle macro<\/strong> .<\/p>\n

            \"Select<\/p>\n

            \u00c9tape 5:<\/strong> Cliquez sur Cr\u00e9er une nouvelle conversation<\/strong> et tapez le message que vous souhaitez envoyer \u00e0 votre client.<\/p>\n

            Remarque: assurez-vous d’avoir s\u00e9lectionn\u00e9 \u00abR\u00e9ponses des clients\u00bb en haut de la bo\u00eete de message.<\/p>\n

            \"\"<\/p>\n

            \u00c9tape 6:<\/strong> Cliquez sur Enregistrer cette macro<\/strong> pour l’enregistrer pour une utilisation ult\u00e9rieure ou Appliquer cette macro<\/strong> pour l’appliquer aux billets que vous avez s\u00e9lectionn\u00e9s.<\/p>\n

            \"Select \"\"<\/p>\n

            Comment envoyer automatiquement une r\u00e9ponse \u00e0 un message<\/h1>\n

            \u00c9tape 1:<\/strong> Clique le Plus d’applications<\/strong> ic\u00f4ne en bas \u00e0 gauche de l’application OneDesk.<\/p>\n

            \"More<\/p>\n

            \u00c9tape 2:<\/strong> Clique le dent<\/strong> ic\u00f4ne pour acc\u00e9der \u00e0 la section d’administration.<\/p>\n

            \"Administration\"<\/p>\n

            \u00c9tape 3:<\/strong> Cliquez sur l’application dans laquelle vous souhaitez cr\u00e9er l’automatisation (tickets, t\u00e2ches, fonctionnalit\u00e9s ou projets).<\/p>\n

            \u00c9tape 4:<\/strong> D\u00e9finissez le mot-cl\u00e9 ou la phrase cl\u00e9 d’automatisation qui m\u00e8nera au message (par exemple, le mot-cl\u00e9 “mot de passe” pour une r\u00e9initialisation du mot de passe).<\/p>\n

            \u00c9tape 5:<\/strong> Cliquez sur ins\u00e9rer \/ cr\u00e9er un message<\/strong> du action<\/strong> liste d\u00e9roulante et s\u00e9lectionnez \u00e0 qui envoyer le message. Vous pouvez choisir un utilisateur individuel ou le bot de l’entreprise. \u00c9crivez votre r\u00e9ponse au message.<\/p>\n

            \"\"<\/strong><\/p>\n

            \u00c9tape 5:<\/strong> Cliquez sur Appliquer et enregistrer<\/strong> .<\/p>\n

            Comment envoyer automatiquement un mod\u00e8le d’e-mail<\/h1>\n

            \u00c9tape 1:<\/strong> Clique le Plus d’applications<\/strong> ic\u00f4ne en bas \u00e0 gauche de l’application OneDesk.<\/p>\n

            \"More<\/p>\n

            \u00c9tape 2:<\/strong> Clique le dent<\/strong> ic\u00f4ne pour acc\u00e9der \u00e0 la section d’administration.<\/p>\n

            \"Administration\"<\/p>\n

            \u00c9tape 3:<\/strong> Cliquez sur l’application dans laquelle vous souhaitez cr\u00e9er l’automatisation (tickets, t\u00e2ches, fonctionnalit\u00e9s ou projets).<\/p>\n

            \u00c9tape 4:<\/strong> D\u00e9finissez le mot-cl\u00e9 ou la phrase cl\u00e9 d’automatisation qui m\u00e8nera au message (par exemple, le mot-cl\u00e9 “mot de passe” pour une r\u00e9initialisation du mot de passe).<\/p>\n

            \u00c9tape 5:<\/strong> Cliquez sur envoyer un mod\u00e8le d’e-mail<\/b> du action<\/strong> d\u00e9roulant et choisissez le mod\u00e8le d’e-mail que vous souhaitez utiliser. Cliquez sur Cr\u00e9er un nouveau mod\u00e8le d’e-mail<\/strong> si vous souhaitez en \u00e9crire un nouveau.<\/p>\n

            \"\"<\/p>\n

            \u00c9tape 6.<\/strong> Pour envoyer un e-mail \u00e0<\/strong> , s\u00e9lectionnez \u00e0 qui vous souhaitez envoyer l’e-mail.<\/p>\n

            \u00c9tape 7.<\/strong> Cliquez sur Appliquer<\/strong> alors Sauvegarder<\/strong> .<\/p>\n

            Exemples de r\u00e9ponses macro<\/h1>\n

            R\u00e9ponses aux questions pratiques<\/h2>\n

            \"\" \"\"<\/p>\n

            R\u00e9ponses aux demandes de r\u00e9initialisation de mot de passe<\/h2>\n

            \"\" \"\"<\/p>\n

            R\u00e9ponses aux questions sur la localisation de X<\/h2>\n

            \"\"<\/p>\n

            Exemples d’e-mails automatis\u00e9s<\/h1>\n

            R\u00e9ponses aux questions pratiques<\/h2>\n

            \"\"<\/h2>\n

            R\u00e9ponses aux demandes de r\u00e9initialisation de mot de passe<\/h2>\n

            \"\"<\/p>\n

            R\u00e9ponses aux questions sur la localisation de X<\/h2>\n

            \"\"<\/p>\n

             <\/p>\n","protected":false},"excerpt":{"rendered":"

            R\u00e9ponses standardis\u00e9es dans OneDesk Il existe plusieurs fa\u00e7ons de configurer et d’automatiser l’envoi de r\u00e9ponses dans OneDesk. Les r\u00e9ponses standardis\u00e9es peuvent vous aider \u00e0 r\u00e9pondre aux questions fr\u00e9quemment pos\u00e9es que vous recevez des clients, \u00e0 r\u00e9pondre aux demandes que vous recevez \u00e0 plusieurs reprises, et plus encore. Cela vous permet de d\u00e9sencombrer votre service d’assistance […]<\/p>\n","protected":false},"author":27,"featured_media":0,"comment_status":"open","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":[9425],"tags":[],"class_list":["post-70019","post","type-post","status-publish","format-standard","hentry","category-1-comment-utiliser-onedesk"],"yoast_head":"\nR\u00e9ponses standardis\u00e9es - OneDesk<\/title>\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\/reponses-en-boite\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"R\u00e9ponses standardis\u00e9es - OneDesk\" \/>\n<meta property=\"og:description\" content=\"R\u00e9ponses standardis\u00e9es dans OneDesk Il existe plusieurs fa\u00e7ons de configurer et d’automatiser l’envoi de r\u00e9ponses dans OneDesk. Les r\u00e9ponses standardis\u00e9es peuvent vous aider \u00e0 r\u00e9pondre aux questions fr\u00e9quemment pos\u00e9es que vous recevez des clients, \u00e0 r\u00e9pondre aux demandes que vous recevez \u00e0 plusieurs reprises, et plus encore. 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Les r\u00e9ponses standardis\u00e9es peuvent vous aider \u00e0 r\u00e9pondre aux questions fr\u00e9quemment pos\u00e9es que vous recevez des clients, \u00e0 r\u00e9pondre aux demandes que vous recevez \u00e0 plusieurs reprises, et plus encore. 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Comment utiliser OneDesk","slug":"1-comment-utiliser-onedesk","term_group":0,"term_taxonomy_id":9425,"taxonomy":"category","description":"Comment utiliser OneDesk: articles de blog, guides et proc\u00e9dures pour en savoir plus sur les fonctionnalit\u00e9s sp\u00e9cifiques de OneDesk.","parent":0,"count":112,"filter":"raw","term_order":"0"}],"post_tag":false,"post_format":false},"author_name":"Sabrin Yusef","author_url":"https:\/\/onedesk.com\/fr\/author\/sarbin-yusef\/","author_email":"sabrin.yusef@onedesk.com","author_website":"","author_description":"","author_facebook":"","author_twitter":"","author_instagram":"","author_role":["customer"],"author_firstname":"Sabrin","author_lastname":"Yusef","user_login":"sarbin.yusef","author_avatar":"<img alt='' src='https:\/\/secure.gravatar.com\/avatar\/1f20332b0900369c93c9c272e03885bde073bf214b3dd3eb4bea569a45bea588?s=200&d=mm&r=g' srcset='https:\/\/secure.gravatar.com\/avatar\/1f20332b0900369c93c9c272e03885bde073bf214b3dd3eb4bea569a45bea588?s=400&d=mm&r=g 2x' class='avatar avatar-200 photo' height='200' width='200' decoding='async'\/>","author_avatar_url":"https:\/\/secure.gravatar.com\/avatar\/1f20332b0900369c93c9c272e03885bde073bf214b3dd3eb4bea569a45bea588?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\/1-comment-utiliser-onedesk\/\" alt=\"1. Comment utiliser OneDesk\" class=\"category-1-comment-utiliser-onedesk\">1. Comment utiliser OneDesk<\/a> "},"jetpack_shortlink":"https:\/\/wp.me\/pfpPaI-idl","amp_enabled":true,"_links":{"self":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/70019","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\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/comments?post=70019"}],"version-history":[{"count":1,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/70019\/revisions"}],"predecessor-version":[{"id":75467,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/70019\/revisions\/75467"}],"wp:attachment":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/media?parent=70019"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/categories?post=70019"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/tags?post=70019"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}