{"id":70778,"date":"2021-03-16T18:51:30","date_gmt":"2021-03-16T18:51:30","guid":{"rendered":"https:\/\/onedesk.com\/fusion-billets-et-autres-elements-dans-onedesk\/"},"modified":"2021-03-16T18:51:30","modified_gmt":"2021-03-16T18:51:30","slug":"fusion-billets-et-autres-elements-dans-onedesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/fusion-billets-et-autres-elements-dans-onedesk\/","title":{"rendered":"Fusion de tickets (et d’autres \u00e9l\u00e9ments) dans OneDesk"},"content":{"rendered":"

La mise \u00e0 jour d’ao\u00fbt de OneDesk est sortie et contient quelques nouvelles fonctionnalit\u00e9s int\u00e9ressantes que vous avez demand\u00e9es. Cet article couvre l’une de ces fonctionnalit\u00e9s: la fusion de billets.<\/p>\n

Fusionner des billets<\/h3>\n

Vous pouvez maintenant s\u00e9lectionner un ou plusieurs billets (ou un autre type d’article) et les fusionner dans un autre billet. Cela fonctionne de la mani\u00e8re suivante.<\/p>\n

    \n
  1. Les tickets \u00e0 fusionner peuvent \u00eatre ferm\u00e9s, d\u00e9finis \u00e0 100% et li\u00e9s au ticket en cours de fusion.<\/li>\n
  2. Le ticket en cours de fusion peut \u00eatre mis \u00e0 jour avec: des descriptions, des pi\u00e8ces jointes, des conversations existantes.<\/li>\n
  3. De nouveaux messages peuvent \u00eatre publi\u00e9s sur les \u00e9l\u00e9ments pour informer les demandeurs et les utilisateurs que leur ticket a \u00e9t\u00e9 fusionn\u00e9<\/li>\n<\/ol>\n

    Pour utiliser cette fonction, vous s\u00e9lectionnez un ou plusieurs tickets et s\u00e9lectionnez \u00abFusionner les \u00e9l\u00e9ments\u00bb dans le menu Actions.
    \n\"merge<\/p>\n

    Vous serez alors pr\u00e9sent\u00e9 avec la fen\u00eatre contextuelle “Fusionner les \u00e9l\u00e9ments” o\u00f9 vous pourrez choisir les options que vous souhaitez utiliser pour votre fusion.<\/p>\n

    \"merge<\/p>\n

    Dans le \u00c9l\u00e9ments \u00e0 fusionner<\/strong> section, vous choisissez les modifications que vous souhaitez appliquer \u00e0 vos billets s\u00e9lectionn\u00e9s:<\/p>\n

      \n
    • Le nouvel \u00e9tat-\u00e9tat<\/li>\n
    • Le nouveau% achev\u00e9<\/li>\n
    • Si vous souhaitez publier une conversation sur les billets<\/li>\n
    • Si vous souhaitez associer ces \u00e9l\u00e9ments \u00e0 “l’\u00e9l\u00e9ment en cours de fusion”<\/li>\n<\/ul>\n

      Dans le \u00c9l\u00e9ment en cours de fusion dans<\/strong> section, vous s\u00e9lectionnez l’\u00e9l\u00e9ment cible et les modifications que vous souhaitez y apporter.<\/p>\n

        \n
      • S\u00e9lectionnez l’article<\/li>\n
      • Si vous souhaitez copier des pi\u00e8ces jointes et des descriptions<\/li>\n
      • Si vous souhaitez d\u00e9placer les conversations existantes vers l’\u00e9l\u00e9ment cible<\/li>\n
      • Si vous souhaitez publier une nouvelle conversation sur l’\u00e9l\u00e9ment.<\/li>\n<\/ul>\n

        Notez que les demandeurs et les abonn\u00e9s sont toujours copi\u00e9s dans l’\u00e9l\u00e9ment cible (ou bien quel serait le point de la fusion?).<\/p>\n

        Quelques recommandations et commentaires<\/strong><\/p>\n

          \n
        • Les valeurs par d\u00e9faut sont bonnes. Je vous recommande de les essayer avant de les changer.<\/li>\n
        • OneDesk se souvient de la derni\u00e8re fusion, donc si vous apportez des modifications ici, vous n’avez pas besoin de la modifier \u00e0 chaque fois.<\/li>\n
        • La “R\u00e9ponse du client” publi\u00e9e sera envoy\u00e9e \u00e0 vos clients, leur indiquant que leur ticket a \u00e9t\u00e9 fusionn\u00e9.<\/li>\n
        • Lorsque vous liez le ticket, il se trouve sous la fen\u00eatre contextuelle “\u00e9l\u00e9ments li\u00e9s” qui se trouve dans le panneau des d\u00e9tails de l’\u00e9l\u00e9ment pour les \u00e9l\u00e9ments en cours de fusion et l’\u00e9l\u00e9ment en cours de fusion.<\/li>\n
        • La copie des pi\u00e8ces jointes, des descriptions et des conversations en mouvement peut ne pas \u00eatre une bonne d\u00e9cision pour vous, car le nouvel \u00e9l\u00e9ment fusionn\u00e9 aura tous les adeptes des tickets d’origine. Cela signifie que vous pourriez exposer des informations involontaires \u00e0 certains clients (cela peut d\u00e9pendre de vos param\u00e8tres de communication).<\/li>\n
        • Les automatisations de workflow sont d\u00e9sactiv\u00e9es pour cette fusion. Cela signifie que la norme “mettre \u00e0 jour les clients du changement de statut” ne sortira pas et donc les clients ne recevront pas deux e-mails.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

          La mise \u00e0 jour d’ao\u00fbt de OneDesk est sortie et contient quelques nouvelles fonctionnalit\u00e9s int\u00e9ressantes que vous avez demand\u00e9es. Cet article couvre l’une de ces fonctionnalit\u00e9s: la fusion de billets. Fusionner des billets Vous pouvez maintenant s\u00e9lectionner un ou plusieurs billets (ou un autre type d’article) et les fusionner dans un autre billet. Cela fonctionne […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","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 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