{"id":76332,"date":"2021-03-17T18:37:33","date_gmt":"2021-03-17T18:37:33","guid":{"rendered":"https:\/\/onedesk.com\/helpdesk-tickets-base-de-connaissances-onedesk\/"},"modified":"2021-03-17T18:37:33","modified_gmt":"2021-03-17T18:37:33","slug":"helpdesk-tickets-base-de-connaissances-onedesk","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/","title":{"rendered":"Les tickets Helpdesk sont votre base de connaissances"},"content":{"rendered":"

Les tickets Helpdesk sont votre base de connaissances<\/h2>\n

Les bases de donn\u00e9es du Helpdesk contiennent de nombreuses informations<\/h3>\n

Une base de connaissances du service d’assistance peut vous sauver la vie si elle dispose des informations dont vous avez besoin pour parler \u00e0 un client ou pour trouver une solution \u00e0 son probl\u00e8me. La seule question est: comment allez-vous g\u00e9n\u00e9rer une base de connaissances utile? Vos tickets de probl\u00e8me sont un bon point de d\u00e9part. Personne n’a dit qu’un ticket d’incident ne devait avoir que des probl\u00e8mes. Si vous avez \u00e9t\u00e9 intelligent, ils contiennent tout, des suggestions d’am\u00e9lioration aux rapports de bogues, aux correctifs et aux conversations sur les correctifs. Si vous utilisez plusieurs fils d’informations, vous pouvez capturer ces informations sur les tickets d’incident.<\/p>\n

Mais la question est: pourquoi cr\u00e9er toutes les informations \u00e0 partir de z\u00e9ro si vous d\u00e9cidez de cr\u00e9er une base de connaissances? Vous n’avez pas vraiment besoin de taper, ni de copier-coller toutes les informations de tous les tickets dans une gigantesque base de donn\u00e9es que vous devez concevoir, cr\u00e9er et payer. Et si les informations que vous collectez au cours des op\u00e9rations quotidiennes pouvaient \u00eatre publi\u00e9es pour que le reste des utilisateurs puisse les voir ou m\u00eame pour que les autres techniciens puissent les voir?
\n\u00c0 quelle fr\u00e9quence les utilisateurs ont-ils re\u00e7u un message sp\u00e9cifique en essayant de faire fonctionner le syst\u00e8me? Il aura probablement la m\u00eame solution. Et si vous aviez une base de connaissances contenant ces informations sous une forme consultable?<\/p>\n

Savoir importer et publier des informations:<\/h3>\n

Pouvoir publier des tickets utiles permet \u00e0 d’autres, techniciens et utilisateurs, de lire et d’apprendre des autres probl\u00e8mes et, plus important encore, les solutions \u00e0 ces probl\u00e8mes. Un portail dans lequel les utilisateurs soumettent leurs tickets d’incident fournirait exactement un tel environnement. Le portail pourrait non seulement servir de moyen de signaler les probl\u00e8mes, mais aussi constituer un tr\u00e8s bon forum, s’il est format\u00e9 et construit correctement. Un portail bien con\u00e7u contribuerait grandement \u00e0 r\u00e9pondre aux besoins en connaissances d’une organisation. Si vous planifiez correctement, les tickets du support technique constituent votre base de donn\u00e9es.
\nEn tant que supporteur, vous seriez en mesure de d\u00e9terminer les informations que vous souhaitez mettre \u00e0 la disposition des utilisateurs du portail. Vous pouvez d\u00e9terminer la meilleure fa\u00e7on de rechercher les informations. Et vous pouvez d\u00e9terminer comment les informations sont affich\u00e9es.<\/p>\n

Comment OneDesk g\u00e8re les bases de connaissances et les bases de donn\u00e9es:<\/h3>\n

OneDesk peut vous fournir une telle capacit\u00e9. Un probl\u00e8me avec une partie sp\u00e9cifique d’un syst\u00e8me? OneDesk vous permet de capturer les informations et de les stocker de mani\u00e8re \u00e0 ce que l’acc\u00e8s aux informations soit logique. Il ne s’agira pas seulement de parcourir tous les billets ou, en esp\u00e9rant contre toute esp\u00e9rance, de se souvenir d’un mot plus ou moins apparent\u00e9 \u00e0 rechercher afin de trouver le bon billet avec le m\u00eame probl\u00e8me et, vous l’esp\u00e9rez, une solution.
\nLe service client OneDesk vous permet de vous connecter \u00e0 l’ensemble de la communaut\u00e9 des utilisateurs que vous soutenez. Il vous permet de g\u00e9rer les commentaires, les tickets d’assistance et d’autres interactions avec les clients. Le portail est facilement configur\u00e9 pour vous permettre de publier des tickets, les rendant disponibles non seulement aux techniciens, mais \u00e9galement aux clients.
\nCette capacit\u00e9 cr\u00e9e un forum autonome o\u00f9 les gens expriment leurs id\u00e9es, leurs recommandations et souvent leurs solutions \u00e0 des probl\u00e8mes qui semblent s’accrocher quoi qu’il arrive.<\/p>\n

Cr\u00e9dit photo: “lettres” \/ Davide Vizzini \/ CC BY<\/a><\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Les tickets Helpdesk sont votre base de connaissances Les bases de donn\u00e9es du Helpdesk contiennent de nombreuses informations Une base de connaissances du service d’assistance peut vous sauver la vie si elle dispose des informations dont vous avez besoin pour parler \u00e0 un client ou pour trouver une solution \u00e0 son probl\u00e8me. La seule question […]<\/p>\n","protected":false},"author":18,"featured_media":59019,"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":[9427],"tags":[],"class_list":["post-76332","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-6-helpdesk-lab"],"yoast_head":"\nLes tickets Helpdesk sont votre base de connaissances | Logiciel d'assistance OneDesk<\/title>\n<meta name=\"description\" content=\"Il y a de l'or dans les tickets de trouble. Ne les ignorez pas. Utilisez la capacit\u00e9 de portail de OneDesk et cr\u00e9ez une base de connaissances appropri\u00e9e.\" \/>\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\/helpdesk-tickets-base-de-connaissances-onedesk\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les tickets Helpdesk sont votre base de connaissances | Logiciel d'assistance OneDesk\" \/>\n<meta property=\"og:description\" content=\"Il y a de l'or dans les tickets de trouble. Ne les ignorez pas. Utilisez la capacit\u00e9 de portail de OneDesk et cr\u00e9ez une base de connaissances appropri\u00e9e.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/\" \/>\n<meta property=\"og:site_name\" content=\"OneDesk\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OneDeskApp\" \/>\n<meta property=\"article:published_time\" content=\"2021-03-17T18:37:33+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"681\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Melvin Jones\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@OneDeskApp\" \/>\n<meta name=\"twitter:site\" content=\"@OneDeskApp\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Melvin Jones\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Les tickets Helpdesk sont votre base de connaissances | Logiciel d'assistance OneDesk","description":"Il y a de l'or dans les tickets de trouble. Ne les ignorez pas. Utilisez la capacit\u00e9 de portail de OneDesk et cr\u00e9ez une base de connaissances appropri\u00e9e.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/","og_locale":"fr_FR","og_type":"article","og_title":"Les tickets Helpdesk sont votre base de connaissances | Logiciel d'assistance OneDesk","og_description":"Il y a de l'or dans les tickets de trouble. Ne les ignorez pas. Utilisez la capacit\u00e9 de portail de OneDesk et cr\u00e9ez une base de connaissances appropri\u00e9e.","og_url":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/","og_site_name":"OneDesk","article_publisher":"https:\/\/www.facebook.com\/OneDeskApp","article_published_time":"2021-03-17T18:37:33+00:00","og_image":[{"width":1024,"height":681,"url":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg","type":"image\/jpeg"}],"author":"Melvin Jones","twitter_card":"summary_large_image","twitter_creator":"@OneDeskApp","twitter_site":"@OneDeskApp","twitter_misc":{"Written by":"Melvin Jones","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":["Article","BlogPosting"],"@id":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/#article","isPartOf":{"@id":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/"},"author":{"name":"Melvin Jones","@id":"https:\/\/onedesk.com\/fr\/#\/schema\/person\/46a1a8277de04c49fde94f89995eb064"},"headline":"Les tickets Helpdesk sont votre base de connaissances","datePublished":"2021-03-17T18:37:33+00:00","mainEntityOfPage":{"@id":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/"},"wordCount":643,"commentCount":0,"publisher":{"@id":"https:\/\/onedesk.com\/fr\/#organization"},"image":{"@id":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/#primaryimage"},"thumbnailUrl":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg","articleSection":["6. HelpDesk Lab"],"inLanguage":"fr-FR","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/","url":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/","name":"Les tickets Helpdesk sont votre base de connaissances | Logiciel d'assistance OneDesk","isPartOf":{"@id":"https:\/\/onedesk.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/#primaryimage"},"image":{"@id":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/#primaryimage"},"thumbnailUrl":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg","datePublished":"2021-03-17T18:37:33+00:00","description":"Il y a de l'or dans les tickets de trouble. Ne les ignorez pas. Utilisez la capacit\u00e9 de portail de OneDesk et cr\u00e9ez une base de connaissances appropri\u00e9e.","inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/onedesk.com\/fr\/helpdesk-tickets-base-de-connaissances-onedesk\/#primaryimage","url":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg","contentUrl":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg","width":1024,"height":681,"caption":"base de connaissances du support technique"},{"@type":"WebSite","@id":"https:\/\/onedesk.com\/fr\/#website","url":"https:\/\/onedesk.com\/fr\/","name":"OneDesk","description":"Logiciel de gestion de projet et d'assistance","publisher":{"@id":"https:\/\/onedesk.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/onedesk.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/onedesk.com\/fr\/#organization","name":"OneDesk","url":"https:\/\/onedesk.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/onedesk.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/onedesk.com\/wp-content\/uploads\/2016\/01\/white-logo-small.png","contentUrl":"https:\/\/onedesk.com\/wp-content\/uploads\/2016\/01\/white-logo-small.png","width":207,"height":40,"caption":"OneDesk"},"image":{"@id":"https:\/\/onedesk.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/OneDeskApp","https:\/\/x.com\/OneDeskApp","https:\/\/www.instagram.com\/onedeskapp\/","https:\/\/www.linkedin.com\/company\/onedesk-inc-1","https:\/\/www.pinterest.com\/onedesk\/","https:\/\/www.youtube.com\/user\/OneDeskApp"]},{"@type":"Person","@id":"https:\/\/onedesk.com\/fr\/#\/schema\/person\/46a1a8277de04c49fde94f89995eb064","name":"Melvin Jones","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=96&d=mm&r=g","caption":"Melvin Jones"},"url":"https:\/\/onedesk.com\/fr\/author\/melvinjones\/"}]}},"jetpack_featured_media_url":"https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg","tpgb_featured_images":{"full":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg",1024,681,false],"tp-image-grid":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg",700,466,false],"thumbnail":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg",150,100,false],"medium":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg",300,200,false],"medium_large":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg",768,511,false],"large":["https:\/\/onedesk.com\/wp-content\/uploads\/2017\/02\/4007115435_e482cb65f3_b.jpg",1024,681,false],"default":"https:\/\/onedesk.com\/wp-content\/plugins\/the-plus-addons-for-block-editor\/assets\/images\/tpgb-placeholder.jpg"},"tpgb_post_meta_info":{"get_date":"March 17, 2021","get_modified_date":"March 17, 2021","category_list":{"category":[{"term_id":9427,"name":"6. HelpDesk Lab","slug":"6-helpdesk-lab","term_group":0,"term_taxonomy_id":9427,"taxonomy":"category","description":"Le Helpdesk Lab: articles de blog et articles sur le service client, la gestion des commentaires et le logiciel d'assistance g\u00e9n\u00e9ral.","parent":0,"count":59,"filter":"raw","term_order":"0"}],"post_tag":false,"post_format":false},"author_name":"Melvin Jones","author_url":"https:\/\/onedesk.com\/fr\/author\/melvinjones\/","author_email":"hello+Melvin@onedesk.com","author_website":"","author_description":"","author_facebook":"","author_twitter":"","author_instagram":"","author_role":["author"],"author_firstname":"Melvin","author_lastname":"Jones","user_login":"MelvinJones","author_avatar":"<img alt='' src='https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?s=200&d=mm&r=g' srcset='https:\/\/secure.gravatar.com\/avatar\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?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\/5d4e053aefac75890e1c3ed9e425b9b5f23de565036155cc974b90c24ed9d4e1?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\/6-helpdesk-lab\/\" alt=\"6. HelpDesk Lab\" class=\"category-6-helpdesk-lab\">6. HelpDesk Lab<\/a> "},"jetpack_shortlink":"https:\/\/wp.me\/pfpPaI-jRa","amp_enabled":true,"_links":{"self":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/76332","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\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/comments?post=76332"}],"version-history":[{"count":0,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/posts\/76332\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/media\/59019"}],"wp:attachment":[{"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/media?parent=76332"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/categories?post=76332"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/onedesk.com\/fr\/wp-json\/wp\/v2\/tags?post=76332"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}