{"id":71122,"date":"2021-03-16T18:55:55","date_gmt":"2021-03-16T18:55:55","guid":{"rendered":"https:\/\/onedesk.com\/surveillance-e-mail-sortant-capture-e-mail-in-onedesk\/"},"modified":"2021-03-16T18:55:55","modified_gmt":"2021-03-16T18:55:55","slug":"surveillance-e-mail-sortant-capture-e-mail-in-onedesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/surveillance-e-mail-sortant-capture-e-mail-in-onedesk\/","title":{"rendered":"Surveillance des e-mails sortants et de la capture d’e-mails dans OneDesk"},"content":{"rendered":"

Si votre travail consiste \u00e0 g\u00e9rer un utilisateur final ou une organisation de support client, une chose que vous devez vraiment ma\u00eetriser est le flux d’e-mails de support entrant et sortant de votre service. Vous devez vous assurer que vous capturez tous les tickets entrants, ainsi que toutes les r\u00e9ponses sur ces tickets. Vous devez \u00e9galement pouvoir auditer tous les e-mails sortants envoy\u00e9s par votre \u00e9quipe et les messages sur les conversations qu’ils ont avec les clients.<\/p>\n

Bien s\u00fbr, OneDesk vous fournit les outils pour envoyer et recevoir ces e-mails de mani\u00e8re transparente, mais ce qui est tout aussi important, nous fournissons aux gestionnaires les outils pour \u00eatre s\u00fbrs de savoir si un e-mail particulier a \u00e9t\u00e9 captur\u00e9, envoy\u00e9 et livr\u00e9.<\/p>\n

Audit de vos e-mails sortants<\/h3>\n

Lorsque OneDesk envoie un e-mail en votre nom, nous ne voulons pas qu’il y ait de myst\u00e8re. \u00c0 cet effet, nous fournissons le \u00abCentre de messagerie\u00bb qui affiche toutes les r\u00e8gles de messagerie actives dans votre compte et vous permet de les activer ou de les d\u00e9sactiver, de modifier le contenu et de modifier la logique. S’il vous pla\u00eet voir le vid\u00e9o sur le ‘Messaging Center’<\/a> pour plus de d\u00e9tails \u00e0 ce sujet.<\/p>\n

Nous mettons \u00e9galement \u00e0 votre disposition un journal d’audit (presque) en temps r\u00e9el de tous les e-mails envoy\u00e9s par votre compte, afin que vous puissiez les retracer en toute confiance. Si un client dit qu’il n’a jamais re\u00e7u d’e-mail, vous pouvez v\u00e9rifier ici, et s’il a \u00e9t\u00e9 envoy\u00e9, livr\u00e9 ou non livr\u00e9, nous vous le montrerons.<\/p>\n

Cet outil se trouve sous Administration> Param\u00e8tres de messagerie> Sortant
\n\"outgoing<\/p>\n

Pour chaque e-mail trouv\u00e9 dans la liste, vous pouvez voir l’\u00e9tat de livraison et m\u00eame afficher les d\u00e9tails de l’e-mail. Dans les d\u00e9tails de l’e-mail, nous affichons \u00e9galement les \u00e9v\u00e9nements renvoy\u00e9s par notre API de messagerie pour vous informer de ce qui s’est pass\u00e9. Si l’e-mail a rebondi, nous vous en informerons; si l’e-mail a \u00e9t\u00e9 bloqu\u00e9 par un bloqueur de spam, nous vous en informerons.
\n\"email<\/p>\n

Nous conservons les 1000 derniers e-mails envoy\u00e9s ou les 72 derni\u00e8res heures, selon la moindre des deux. Il est important de noter que si vous avez choisi d’utiliser votre propre serveur SMTP pour les e-mails sortants, nous ne pouvons pas le suivre pour vous. Pour tracer un e-mail dans ce cas, vous devrez contacter l’administrateur syst\u00e8me responsable de votre serveur de messagerie.<\/p>\n

 <\/p>\n

Audit de vos e-mails entrants<\/h3>\n

OneDesk capture les e-mails que vous transf\u00e9rez automatiquement \u00e0 partir de vos adresses e-mail d’assistance et cr\u00e9e les tickets correspondants dans votre compte OneDesk. Nous capturons \u00e9galement les r\u00e9ponses \u00e0 ces e-mails afin de pouvoir les ins\u00e9rer dans la conversation sur le ticket.<\/p>\n

Nous fournissons donc \u00e9galement un journal d’audit des e-mails \u00abentrants\u00bb afin que vous puissiez \u00e9galement retracer tous ces e-mails. Si un client pr\u00e9tend avoir envoy\u00e9 une r\u00e9ponse ou soumis un ticket, cela vous permettra de savoir si nous l’avons re\u00e7u.<\/p>\n

Cet outil se trouve sous Administration> Param\u00e8tres de messagerie> Entrant<\/strong>
\n\"incoming<\/p>\n

Pour chaque e-mail de cette liste, vous pouvez afficher les actions entreprises par OneDesk telles que \u00abTicket cr\u00e9\u00e9\u00bb ou \u00abMessage ajout\u00e9\u00bb. Vous pouvez \u00e9galement afficher les d\u00e9tails de l’e-mail et t\u00e9l\u00e9charger l’e-mail.
\n\"system<\/p>\n

En visualisant les d\u00e9tails de l’e-mail, vous pourrez voir l’historique des \u00e9v\u00e9nements de cet e-mail ainsi qu’un lien vers le ticket cr\u00e9\u00e9.
\n\"event<\/p>\n

Encore une fois pour ces e-mails, nous conservons les 1000 derniers e-mails envoy\u00e9s ou les 72 derni\u00e8res heures, selon la moindre des deux.<\/p>\n

Si vous avez des questions sur la fa\u00e7on de suivre un e-mail, n’h\u00e9sitez pas \u00e0 demander ci-dessous ou \u00e0 nous contacter par e-mail ou par chat.<\/p>\n","protected":false},"excerpt":{"rendered":"

Si votre travail consiste \u00e0 g\u00e9rer un utilisateur final ou une organisation de support client, une chose que vous devez vraiment ma\u00eetriser est le flux d’e-mails de support entrant et sortant de votre service. Vous devez vous assurer que vous capturez tous les tickets entrants, ainsi que toutes les r\u00e9ponses sur ces tickets. Vous devez […]<\/p>\n","protected":false},"author":2,"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-71122","post","type-post","status-publish","format-standard","hentry","category-1-comment-utiliser-onedesk"],"yoast_head":"\nSurveillance des e-mails sortants et de la capture des e-mails | Comment utiliser OneDesk<\/title>\n<meta name=\"description\" content=\"La surveillance et l'audit de votre messagerie d'assistance sont faciles avec OneDesk. 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