{"id":73672,"date":"2021-03-16T19:54:20","date_gmt":"2021-03-16T19:54:20","guid":{"rendered":"https:\/\/onedesk.com\/configuration-differents-types-de-files-de-tickets-dans-onedesk\/"},"modified":"2021-03-16T19:54:36","modified_gmt":"2021-03-16T19:54:36","slug":"configuration-differents-types-de-files-de-tickets-dans-onedesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/configuration-differents-types-de-files-de-tickets-dans-onedesk\/","title":{"rendered":"Configuration de diff\u00e9rentes files d&#8217;attente de billets dans OneDesk"},"content":{"rendered":"<p>En ce qui concerne le support client, une taille unique ne convient pas \u00e0 tous. Les petites entreprises avec moins de personnel d&#8217;assistance ont des besoins diff\u00e9rents de ceux des grandes entreprises avec de grandes \u00e9quipes. M\u00eame en comparant des entreprises de tailles similaires, il existe une multitude de flux de travail diff\u00e9rents que les tickets doivent passer avant qu&#8217;ils n&#8217;atteignent la r\u00e9solution. Ainsi, bien que chacun ait des besoins diff\u00e9rents, OneDesk a la flexibilit\u00e9 n\u00e9cessaire pour r\u00e9pondre \u00e0 la plupart de ces besoins. Vous devrez cependant le configurer. Cet article vise \u00e0 vous aider \u00e0 le faire.<\/p>\n<h2>Commencez par la fa\u00e7on dont les tickets sont captur\u00e9s.<\/h2>\n<p>La premi\u00e8re question \u00e0 laquelle vous devez r\u00e9pondre est &#8220;Comment capturer de nouveaux billets?&#8221; OneDesk prend en charge la capture de tickets \u00e0 partir de diverses sources, notamment la saisie manuelle, l&#8217;importation, le portail client, les formulaires Web, l&#8217;int\u00e9gration, etc., mais le canal le plus courant est EMAIL.<\/p>\n<p>La configuration de la capture d&#8217;e-mails est simple: il vous suffit de transf\u00e9rer automatiquement votre e-mail d&#8217;assistance vers votre adresse e-mail OneDesk. Dans la plupart des cas, cela signifie que vous devez acc\u00e9der \u00e0 votre compte de messagerie d&#8217;assistance et activer le transfert automatique. Par exemple, transf\u00e9rez votre support@_yourcompanyname_.com \u00e0 tickets@yourcompanyname.onedesk.com (remplacez-le par votre adresse e-mail OneDesk). Nous vous avons envoy\u00e9 cette adresse e-mail lors de votre inscription, mais vous pouvez \u00e9galement la trouver sous &#8220;Premiers pas&gt; Canaux&gt; e-mails &#8220;dans votre compte OneDesk.<\/p>\n<h2>Pensez aux types de billets que vous obtenez<\/h2>\n<p>Certaines entreprises regroupent tous les tickets entrants dans un seul flux de travail, mais il est plus courant d&#8217;avoir diff\u00e9rents types de tickets, chacun avec son propre flux de travail. OneDesk excelle dans ce type de configuration et fournit des outils tr\u00e8s flexibles pour la configurer.<\/p>\n<p>Sous &#8220;Administration &gt; Tickets &#8220;vous pouvez activer jusqu&#8217;\u00e0 10 sous-types de tickets diff\u00e9rents. Par d\u00e9faut, seul le&#8221; ticket &#8220;g\u00e9n\u00e9rique est activ\u00e9, mais vous pouvez activer, renommer et s\u00e9lectionner l&#8217;ic\u00f4ne correspondant \u00e0 ceux dont vous avez besoin. Lorsque vous activez (ou renommer) un type de ticket, nous fournissons une adresse e-mail pour l&#8217;accompagner. Ainsi, par exemple, si vous avez un type de ticket activ\u00e9 appel\u00e9 &#8220;suggestion&#8221;, vous avez \u00e9galement maintenant l&#8217;adresse suggestion@yourcompanyname.onedesk.com activ\u00e9e. Comme vous vous en doutez, tout e-mail re\u00e7u \u00e0 cette adresse cr\u00e9era une nouvelle suggestion dans votre compte.<\/p>\n<p>REMARQUE: vous pouvez avoir jusqu&#8217;\u00e0 10 types de tickets, 10 types de t\u00e2ches et 10 types de fonctionnalit\u00e9s dans votre compte OneDesk. N&#8217;oubliez pas de &#8220;montrer les types cach\u00e9s&#8221; pour les voir tous.<br \/>\n<img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter size-full wp-image-59227\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types.png\" alt=\"\" width=\"999\" height=\"281\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types.png 999w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types-300x84.png 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types-768x216.png 768w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types-255x72.png 255w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types-284x80.png 284w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types-142x40.png 142w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types-480x135.png 480w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types-500x141.png 500w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types-750x211.png 750w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/ticket-types-360x101.png 360w\" sizes=\"(max-width: 999px) 100vw, 999px\" \/><\/p>\n<p>Pour chaque type de ticket, vous pouvez configurer un flux de travail diff\u00e9rent. Cela signifie que vous d\u00e9finissez les diff\u00e9rentes \u00e9tapes par lesquelles ce type de ticket passe au fur et \u00e0 mesure que vous travaillez dessus. Par exemple, une &#8220;suggestion&#8221; peut passer par les \u00e9tapes suivantes: nouvelle, en cours d&#8217;examen, accept\u00e9e, rejet\u00e9e, termin\u00e9e.<\/p>\n<h2>D\u00e9finissez vos files d&#8217;attente<\/h2>\n<p>Une file d&#8217;attente correspond aux affectations, aux statuts et aux vues que le ticket traversera en cours de r\u00e9solution. \u00c9tant donn\u00e9 que chaque entreprise aura ses propres files d&#8217;attente qu&#8217;elle souhaite configurer, je d\u00e9crirai la file d&#8217;attente pr\u00eate \u00e0 l&#8217;emploi et expliquerai comment vous pouvez la modifier pour l&#8217;adapter \u00e0 votre flux de travail.<\/p>\n<p><strong>Le flux de travail int\u00e9gr\u00e9 dans OneDesk est le suivant:<\/strong><\/p>\n<ul>\n<li>Un e-mail est re\u00e7u \u00e0 support@_yourcompanyname_.com<\/li>\n<li>Quels transferts automatiques \u00e0 tickets@yourcompanyname.onedesk.com<\/li>\n<li>Ce qui cr\u00e9e un ticket dans votre compte OneDesk, et si n\u00e9cessaire un nouveau dossier client.<\/li>\n<li>Les nouveaux tickets ont le statut par d\u00e9faut &#8220;ouvert&#8221; et ne sont pas attribu\u00e9s<\/li>\n<li>Le ticket appara\u00eet dans la vue &#8220;tickets non attribu\u00e9s&#8221;<\/li>\n<li>Une r\u00e9ponse automatique est envoy\u00e9e au client<\/li>\n<\/ul>\n<p>Ensuite, quelqu&#8217;un attribue manuellement le ticket \u00e0 un membre de votre \u00e9quipe d&#8217;assistance.<\/p>\n<p>&nbsp;<\/p>\n<p><em>Une fois que l&#8217;agent affect\u00e9 a r\u00e9pondu publiquement au ticket &#8230;<\/em><\/p>\n<ul>\n<li>La r\u00e9ponse est envoy\u00e9e au demandeur par email<\/li>\n<li>Le statut est chang\u00e9 en &#8220;client en attente&#8221; et le ticket appara\u00eet dans la vue &#8220;client en attente&#8221;<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><em>Une fois que le client a r\u00e9pondu au ticket &#8230;<\/em><\/p>\n<ul>\n<li>Le cessionnaire est inform\u00e9 de la r\u00e9ponse<\/li>\n<li>Le statut passe \u00e0 &#8220;agent en attente&#8221; et le ticket appara\u00eet dans la vue &#8220;agent en attente&#8221;<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><em><strong>Vous pouvez automatiser et modifier presque toutes les parties de ce flux de travail.<\/strong><\/em><\/p>\n<ul>\n<li>Vous pouvez capturer \u00e0 partir de plusieurs e-mails comme d\u00e9crit ci-dessus, pour cr\u00e9er automatiquement diff\u00e9rents types de tickets.<\/li>\n<li>Vous pouvez modifier les statuts du ticket et le statut par d\u00e9faut.<\/li>\n<li>Vous pouvez attribuer automatiquement le ticket \u00e0 un utilisateur ou \u00e0 une \u00e9quipe.<\/li>\n<li>Vous pouvez d\u00e9finir des r\u00e8gles pour placer automatiquement des tickets dans des projets.<\/li>\n<li>Vous pouvez modifier ou d\u00e9sactiver la r\u00e9ponse automatique, ou avoir des r\u00e9ponses diff\u00e9rentes pour diff\u00e9rents crit\u00e8res.<\/li>\n<li>Vous pouvez d\u00e9sactiver les r\u00e8gles qui changent de statut lors de la r\u00e9ponse.<\/li>\n<li>Vous pouvez supprimer les vues ou en cr\u00e9er de nouvelles.<\/li>\n<\/ul>\n<p>Pour modifier ces flux de travail, vous devez activer, d\u00e9sactiver, supprimer, modifier ou cr\u00e9er des \u00abautomatisations de flux de travail\u00bb sur les tickets.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-57663\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations.png\" alt=\"\" width=\"985\" height=\"344\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations.png 985w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-300x105.png 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-768x268.png 768w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-859x300.png 859w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-255x89.png 255w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-229x80.png 229w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-115x40.png 115w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-480x168.png 480w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-500x175.png 500w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-750x262.png 750w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/workflow_automations-360x126.png 360w\" sizes=\"(max-width: 985px) 100vw, 985px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Les automatisations de flux de travail sont des r\u00e8gles qui ex\u00e9cutent des actions lorsque des \u00e9v\u00e9nements d\u00e9clencheurs sp\u00e9cifiques se produisent. Ils sont compos\u00e9s de 3 parties:<\/p>\n<ul>\n<li><strong>Les objets concern\u00e9s<\/strong> : Par exemple.<em> Tous types de billets<\/em><\/li>\n<li><strong>L&#8217;\u00e9v\u00e9nement d\u00e9clencheur<\/strong> : Par exemple.<em> Le ticket est cr\u00e9\u00e9<\/em><\/li>\n<li><strong>Les actions que OneDesk doit entreprendre sur les \u00e9l\u00e9ments<\/strong> : Par exemple.<em> Poster une r\u00e9ponse sur le ticket<\/em><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-59228\" src=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply.png\" alt=\"\" width=\"927\" height=\"179\" srcset=\"https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply.png 927w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply-300x58.png 300w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply-768x148.png 768w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply-255x49.png 255w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply-414x80.png 414w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply-207x40.png 207w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply-480x93.png 480w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply-500x97.png 500w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply-750x145.png 750w, https:\/\/onedesk.com\/wp-content\/uploads\/2018\/09\/autoreply-360x70.png 360w\" sizes=\"(max-width: 927px) 100vw, 927px\" \/><\/p>\n<p>Comme vous pouvez le voir dans l&#8217;exemple ci-dessus, cette automatisation du flux de travail r\u00e9pondra automatiquement aux nouveaux tickets.<\/p>\n<p>Le moteur de workflow est assez puissant, et avant que vous ne le sachiez, vous imaginerez des moyens d&#8217;automatiser beaucoup de choses que vous faisiez manuellement. Je vous recommande de consulter les automatisations de votre compte pour voir si vous souhaitez modifier le contenu des messages. Essayez ensuite le flux de travail par d\u00e9faut pendant quelques jours pour avoir une id\u00e9e de son fonctionnement, avant de d\u00e9cider si vous souhaitez apporter des modifications.<\/p>\n<p>Faites-nous savoir si vous avez des questions \ud83d\ude42<\/p>\n","protected":false},"excerpt":{"rendered":"<p>En ce qui concerne le support client, une taille unique ne convient pas \u00e0 tous. Les petites entreprises avec moins de personnel d&#8217;assistance ont des besoins diff\u00e9rents de ceux des grandes entreprises avec de grandes \u00e9quipes. M\u00eame en comparant des entreprises de tailles similaires, il existe une multitude de flux de travail diff\u00e9rents que les [&hellip;]<\/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 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":"","jetpack_post_was_ever_published":false},"categories":[9425,9427],"tags":[],"class_list":["post-73672","post","type-post","status-publish","format-standard","hentry","category-1-comment-utiliser-onedesk","category-6-helpdesk-lab"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.8 (Yoast SEO v27.8) - 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