{"id":73329,"date":"2021-03-16T19:36:46","date_gmt":"2021-03-16T19:36:46","guid":{"rendered":"https:\/\/onedesk.com\/comment-traiter-les-tickets-negliges\/"},"modified":"2021-03-16T19:36:46","modified_gmt":"2021-03-16T19:36:46","slug":"comment-traiter-les-tickets-negliges","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/comment-traiter-les-tickets-negliges\/","title":{"rendered":"Comment g\u00e9rer les billets n\u00e9glig\u00e9s"},"content":{"rendered":"

Voulez-vous vous assurer qu’aucun billet ne passe entre les mailles du filet? Avec OneDesk, il est facile de attribuer automatiquement les tickets entrants<\/a> pour s’assurer que chaque ticket est attribu\u00e9 \u00e0 un agent. Mais le processus de r\u00e9solution ne s’arr\u00eate pas l\u00e0. Vous devez \u00e9galement vous assurer que les r\u00e9ponses des agents affect\u00e9s se produisent en temps opportun, m\u00eame s’ils sont malades, en vacances ou s’ils manquent simplement quelque chose. Et vous ne voulez pas avoir \u00e0 examiner continuellement les billets pour vous assurer que rien n’est oubli\u00e9.<\/p>\n

OneDesk dispose d’un Fonctionnalit\u00e9 des accords de niveau de service (SLA)<\/a> int\u00e9gr\u00e9 pour officialiser les r\u00e9ponses en temps opportun. Cependant, si vous recherchez un moyen rapide d’\u00eatre alert\u00e9 des tickets n\u00e9glig\u00e9s, une automatisation simple et rapide s’en chargera \u00e9galement.<\/p>\n

Automatiser le rappel des tickets en retard ou sans r\u00e9ponse<\/h2>\n

Pour ceux d’entre vous qui connaissent la fonction d’automatisation de OneDesk, vous savez qu’avec un peu d’imagination, il peut faire une grande vari\u00e9t\u00e9 de choses. Nous l’am\u00e9liorons toujours aussi, donc ce n’est pas parce qu’il n’a pas fait quelque chose le mois dernier que cela ne peut pas \u00eatre le cas maintenant. Vous pouvez cr\u00e9er des automatisations dans OneDesk sous ‘Administration> Des billets> Automatisations de flux de travail ‘<\/p>\n

L’automatisation ci-dessous r\u00e9attribue les tickets qui n’ont pas \u00e9t\u00e9 touch\u00e9s depuis 24 heures. D\u00e9composons-le:<\/p>\n

Filtres:<\/strong> (\u00e9tiquettes bleues) Cette automatisation s’appliquera aux billets qui ne sont pas \u00abferm\u00e9s\u00bb et qui n’ont pas \u00e9t\u00e9 modifi\u00e9s au cours des derni\u00e8res 24 heures.
\nG\u00e2chette:<\/strong> (\u00e9tiquette orange) Cette automatisation s’ex\u00e9cute toutes les heures, \u00e0 la recherche de tickets r\u00e9pondant \u00e0 ces crit\u00e8res.
\nActions:<\/strong> (\u00e9tiquettes vertes) Pour chaque ticket trouv\u00e9 qui r\u00e9pond \u00e0 ces crit\u00e8res, l’automatisation sera r\u00e9affect\u00e9e \u00e0 l’\u00e9quipe \u00abManagement\u00bb. Vous pourriez avoir une vari\u00e9t\u00e9 d’autres actions \u00e0 la place, y compris un message de rappel au cessionnaire, une r\u00e9ponse automatique au client ou une nouvelle priorisation. Vous pouvez m\u00eame avoir plusieurs actions.<\/p>\n

\"re-assign<\/p>\n

Alors voil\u00e0 – une simple automatisation pour s’assurer qu’aucun ticket n’est n\u00e9glig\u00e9 et que rien ne passe entre les mailles du filet. Avez-vous une autre situation que vous aimeriez savoir si elle peut \u00eatre automatis\u00e9e? Demandez-nous ici dans les commentaires, ou dans le chat en direct.<\/p>\n","protected":false},"excerpt":{"rendered":"

Voulez-vous vous assurer qu’aucun billet ne passe entre les mailles du filet? Avec OneDesk, il est facile de attribuer automatiquement les tickets entrants pour s’assurer que chaque ticket est attribu\u00e9 \u00e0 un agent. Mais le processus de r\u00e9solution ne s’arr\u00eate pas l\u00e0. Vous devez \u00e9galement vous assurer que les r\u00e9ponses des agents affect\u00e9s se produisent […]<\/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":[9425,9427],"tags":[],"class_list":["post-73329","post","type-post","status-publish","format-standard","hentry","category-1-comment-utiliser-onedesk","category-6-helpdesk-lab"],"yoast_head":"\nComment g\u00e9rer les billets n\u00e9glig\u00e9s | Logiciel d'assistance | OneDesk<\/title>\n<meta name=\"description\" content=\"OneDesk est un service d'assistance combin\u00e9 \u00e0 la gestion de projet sur une seule plate-forme. 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