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Par exemple, vous pouvez envoyer des demandes d'assistance à Dokos à ",{"type":2080,"tag":2098,"props":2099,"children":2101},"a",{"href":2100},"mailto:support@dokos.io",[2102],{"type":2085,"value":2103},"support@dokos.io",{"type":2085,"value":2105}," et cela créera automatiquement un problème dans notre système.",{"type":2080,"tag":2107,"props":2108,"children":2109},"hr",{},[],{"type":2080,"tag":2081,"props":2111,"children":2112},{},[2113,2115,2120],{"type":2085,"value":2114},"Pour accéder ",{"type":2080,"tag":2090,"props":2116,"children":2117},{},[2118],{"type":2085,"value":2119},"à la liste des tickets",{"type":2085,"value":2121},", allez sur :",{"type":2080,"tag":2123,"props":2124,"children":2125},"blockquote",{},[2126],{"type":2080,"tag":2081,"props":2127,"children":2128},{},[2129,2131],{"type":2085,"value":2130},"Accueil > Support > Tickets > ",{"type":2080,"tag":2090,"props":2132,"children":2133},{},[2134],{"type":2085,"value":476},{"type":2080,"tag":2136,"props":2137,"children":2139},"h2",{"id":2138},"_1-prérequis-avant-utilisation",[2140],{"type":2085,"value":2141},"1. Prérequis avant utilisation",{"type":2080,"tag":2081,"props":2143,"children":2144},{},[2145],{"type":2085,"value":2146},"Avant de créer et d'utiliser des problèmes, il est conseillé de créer d'abord les éléments suivants :",{"type":2080,"tag":2148,"props":2149,"children":2150},"ul",{},[2151,2163],{"type":2080,"tag":2152,"props":2153,"children":2154},"li",{},[2155],{"type":2080,"tag":2090,"props":2156,"children":2157},{},[2158],{"type":2080,"tag":2098,"props":2159,"children":2160},{"href":30},[2161],{"type":2085,"value":2162},"Client",{"type":2080,"tag":2152,"props":2164,"children":2165},{},[2166],{"type":2080,"tag":2090,"props":2167,"children":2168},{},[2169],{"type":2085,"value":2170},"Compte email",{"type":2080,"tag":2136,"props":2172,"children":2174},{"id":2173},"_2-comment-créer-un-ticket",[2175],{"type":2085,"value":2176},"2. 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L'utilisateur peut \"fermer\" le ticket manuellement en cliquant sur le bouton Fermer en haut à droite.",{"type":2080,"tag":2311,"props":2312,"children":2315},"callout",{"color":2313,"icon":2314},"amber","i-heroicons-exclamation-triangle",[2316],{"type":2080,"tag":2081,"props":2317,"children":2318},{},[2319,2324],{"type":2080,"tag":2090,"props":2320,"children":2321},{},[2322],{"type":2085,"value":2323},"Remarque",{"type":2085,"value":2325}," : Si le SLA a été configuré, le statut d'exécution du SLA sera mis à jour à la fois pour le statut Fermé et Résolu .",{"type":2080,"tag":2148,"props":2327,"children":2328},{},[2329,2338,2348,2358],{"type":2080,"tag":2152,"props":2330,"children":2331},{},[2332,2336],{"type":2080,"tag":2090,"props":2333,"children":2334},{},[2335],{"type":2085,"value":2162},{"type":2085,"value":2337}," : Si l'email a été envoyé depuis un Client stocké dans votre compte Dokos, alors un lien Client apparaîtra dans ce champ.",{"type":2080,"tag":2152,"props":2339,"children":2340},{},[2341,2346],{"type":2080,"tag":2090,"props":2342,"children":2343},{},[2344],{"type":2085,"value":2345},"Priorité",{"type":2085,"value":2347}," : La priorité peut être définie selon les exigences. Par défaut, il existe trois priorités : faible, moyenne et élevée. Vous pouvez les supprimer ou en ajouter d'autres si nécessaire.",{"type":2080,"tag":2152,"props":2349,"children":2350},{},[2351,2356],{"type":2080,"tag":2090,"props":2352,"children":2353},{},[2354],{"type":2085,"value":2355},"Type de problème",{"type":2085,"value":2357}," : un problème peut être classé à l'aide du type de problème. Des exemples de types de problèmes peuvent être : « Fonctionnel », « Technique », « Matériel », etc.",{"type":2080,"tag":2152,"props":2359,"children":2360},{},[2361,2366],{"type":2080,"tag":2090,"props":2362,"children":2363},{},[2364],{"type":2085,"value":2365},"Élevé par (e-mail)",{"type":2085,"value":2367}," : l'identifiant de l'e-mail à partir duquel le problème a été envoyé sera affiché ici.",{"type":2080,"tag":2136,"props":2369,"children":2371},{"id":2370},"_3-caractéristiques",[2372],{"type":2085,"value":2373},"3. Caractéristiques",{"type":2080,"tag":2223,"props":2375,"children":2377},{"id":2376},"_31-détails",[2378],{"type":2085,"value":2379},"3.1 Détails",{"type":2080,"tag":2148,"props":2381,"children":2382},{},[2383],{"type":2080,"tag":2152,"props":2384,"children":2385},{},[2386,2391],{"type":2080,"tag":2090,"props":2387,"children":2388},{},[2389],{"type":2085,"value":2390},"Description",{"type":2085,"value":2392}," : Il s'agit d'un champ de texte dans lequel les détails du problème peuvent être consultés. Celui-ci peut également contenir une image ou un tableau.",{"type":2080,"tag":2223,"props":2394,"children":2396},{"id":2395},"_32-accord-de-niveau-de-service",[2397],{"type":2085,"value":2398},"3.2 Accord de niveau de service",{"type":2080,"tag":2081,"props":2400,"children":2401},{},[2402],{"type":2085,"value":2403},"C'est un contrat entre un fournisseur de services et l'utilisateur final qui définit le niveau de service attendu du fournisseur de services.",{"type":2080,"tag":2081,"props":2405,"children":2406},{},[2407],{"type":2085,"value":2408},"L'utilisateur peut sélectionner le Service Level Agreement (SLA) dans la liste.",{"type":2080,"tag":2081,"props":2410,"children":2411},{},[2412],{"type":2085,"value":2413},"Chaque problème aura un délai de réponse et un délai de résolution pendant lesquels l'équipe d'assistance doit répondre et résoudre le problème.\nLa priorité peut être modifiée pour escalader le problème. Les priorités doivent être spécifiées dans le Service Level Agreement.\nSi nécessaire, l'accord de niveau de service peut être réinitialisé en cliquant sur le bouton Réinitialiser l'accord de niveau de service dans les problèmes indiqués comme suit :",{"type":2080,"tag":2148,"props":2415,"children":2416},{},[2417,2421,2426],{"type":2080,"tag":2152,"props":2418,"children":2419},{},[2420],{"type":2085,"value":468},{"type":2080,"tag":2152,"props":2422,"children":2423},{},[2424],{"type":2085,"value":2425},"Publier",{"type":2080,"tag":2152,"props":2427,"children":2428},{},[2429],{"type":2085,"value":2430},"SLA",{"type":2080,"tag":2223,"props":2432,"children":2434},{"id":2433},"_33-détails-de-la-réponse",[2435],{"type":2085,"value":2436},"3.3 Détails de la Réponse",{"type":2080,"tag":2081,"props":2438,"children":2439},{},[2440,2445],{"type":2080,"tag":2090,"props":2441,"children":2442},{},[2443],{"type":2085,"value":2444},"Mins to First Response",{"type":2085,"value":2446}," : temps en minutes entre la création du ticket et l'envoi de la première réponse.",{"type":2080,"tag":2081,"props":2448,"children":2449},{},[2450,2455],{"type":2080,"tag":2090,"props":2451,"children":2452},{},[2453],{"type":2085,"value":2454},"Première réponse le",{"type":2085,"value":2456}," : lorsqu'un membre de l'équipe d'assistance répond pour la première fois au ticket, la date et l'heure de la première réponse sont mises à jour.",{"type":2080,"tag":2081,"props":2458,"children":2459},{},[2460,2465],{"type":2080,"tag":2090,"props":2461,"children":2462},{},[2463],{"type":2085,"value":2464},"Temps de réponse moyen",{"type":2085,"value":2466}," : Le temps moyen mis pour répondre au Client. Ceci est calculé en prenant la moyenne de tous les intervalles de temps entre les communications reçues et envoyées. Ce champ sera mis à jour à chaque réponse envoyée au client.",{"type":2080,"tag":2223,"props":2468,"children":2470},{"id":2469},"_34-détails-de-la-résolution",[2471],{"type":2085,"value":2472},"3.4 Détails de la Résolution",{"type":2080,"tag":2148,"props":2474,"children":2475},{},[2476,2486,2496,2506,2516,2526],{"type":2080,"tag":2152,"props":2477,"children":2478},{},[2479,2484],{"type":2080,"tag":2090,"props":2480,"children":2481},{},[2482],{"type":2085,"value":2483},"Date d'ouverture",{"type":2085,"value":2485}," : Lorsque le ticket est créé ou enregistré, la date est publiée.",{"type":2080,"tag":2152,"props":2487,"children":2488},{},[2489,2494],{"type":2080,"tag":2090,"props":2490,"children":2491},{},[2492],{"type":2085,"value":2493},"Heure d'ouverture",{"type":2085,"value":2495}," : Lorsque le ticket est créé ou enregistré, l'heure exacte sera automatiquement affichée.",{"type":2080,"tag":2152,"props":2497,"children":2498},{},[2499,2504],{"type":2080,"tag":2090,"props":2500,"children":2501},{},[2502],{"type":2085,"value":2503},"Date de résolution",{"type":2085,"value":2505}," : lorsque l'utilisateur a résolu le ticket, la date et l'heure seront mises à jour dans ce champ.",{"type":2080,"tag":2152,"props":2507,"children":2508},{},[2509,2514],{"type":2080,"tag":2090,"props":2510,"children":2511},{},[2512],{"type":2085,"value":2513},"Détails de la résolution",{"type":2085,"value":2515}," : l'utilisateur peut saisir les détails du ticket, une fois celui-ci résolu. Ceci est un champ de texte. En outre, l'utilisateur peut télécharger l'image, entrer ou créer un tableau.",{"type":2080,"tag":2152,"props":2517,"children":2518},{},[2519,2524],{"type":2080,"tag":2090,"props":2520,"children":2521},{},[2522],{"type":2085,"value":2523},"Temps de résolution",{"type":2085,"value":2525}," : Temps total pris pour fermer le ticket (de la création du ticket à la clôture).",{"type":2080,"tag":2152,"props":2527,"children":2528},{},[2529,2534],{"type":2080,"tag":2090,"props":2530,"children":2531},{},[2532],{"type":2085,"value":2533},"Temps de résolution de l'utilisateur",{"type":2085,"value":2535}," : plusieurs fois, un utilisateur doit attendre la réponse d'un client afin de résoudre un ticket. Lors de la mesure de la productivité de l'utilisateur, ce temps d'attente ne doit pas être pris en compte. Par conséquent, le temps de résolution de l'utilisateur est le temps total pris par un utilisateur pour fermer le ticket et peut être calculé comme suit :",{"type":2080,"tag":2081,"props":2537,"children":2538},{},[2539],{"type":2085,"value":2540},"Temps de résolution - Temps total pendant lequel l'utilisateur a dû attendre la réponse d'un client",{"type":2080,"tag":2081,"props":2542,"children":2543},{},[2544],{"type":2085,"value":2545},"Les mesures du temps de résolution et du temps de résolution de l'utilisateur sont définies sur « Fermer ». Ces métriques se réinitialisent automatiquement lorsque le ticket se rouvre ou se divise.",{"type":2080,"tag":2081,"props":2547,"children":2548},{},[2549,2554],{"type":2080,"tag":2090,"props":2550,"children":2551},{},[2552],{"type":2085,"value":2553},"Via le portail client",{"type":2085,"value":2555},"\nSi le Client ayant soulevé le ticket est un Utilisateur du Site Internet (pas d'accès aux modules), cette case sera cochée pour l'indiquer.",{"type":2080,"tag":2223,"props":2557,"children":2559},{"id":2558},"_35-référence",[2560],{"type":2085,"value":2561},"3.5 Référence",{"type":2080,"tag":2081,"props":2563,"children":2564},{},[2565],{"type":2085,"value":2566},"L'utilisateur peut filtrer les tickets en fonction de ces champs liés au ticket :",{"type":2080,"tag":2148,"props":2568,"children":2569},{},[2570,2575,2580,2584,2588],{"type":2080,"tag":2152,"props":2571,"children":2572},{},[2573],{"type":2085,"value":2574},"Conduire",{"type":2080,"tag":2152,"props":2576,"children":2577},{},[2578],{"type":2085,"value":2579},"Contacter",{"type":2080,"tag":2152,"props":2581,"children":2582},{},[2583],{"type":2085,"value":2170},{"type":2080,"tag":2152,"props":2585,"children":2586},{},[2587],{"type":2085,"value":290},{"type":2080,"tag":2152,"props":2589,"children":2590},{},[2591],{"type":2085,"value":2592},"Compagnie",{"type":2080,"tag":2136,"props":2594,"children":2596},{"id":2595},"_4-après-lenregistrement",[2597],{"type":2085,"value":2598},"4. Après l'enregistrement",{"type":2080,"tag":2223,"props":2600,"children":2602},{"id":2601},"_41-ajouter-des-commentaires",[2603],{"type":2085,"value":2604},"4.1 Ajouter des commentaires",{"type":2080,"tag":2081,"props":2606,"children":2607},{},[2608],{"type":2085,"value":2609},"Une fois le ticket enregistré, les utilisateurs de l'équipe d'assistance peuvent ajouter des commentaires sur le ticker. Ce champ est modifiable. Les commentaires dans les problèmes sont destinés aux discussions internes et ne seront pas visibles par les clients.",{"type":2080,"tag":2223,"props":2611,"children":2613},{"id":2612},"_42-nouveau-courriel",[2614],{"type":2085,"value":2615},"4.2 Nouveau courriel",{"type":2080,"tag":2081,"props":2617,"children":2618},{},[2619],{"type":2085,"value":2620},"Les utilisateurs peuvent composer un e-mail à la personne qui a soulevé le ticket. Tous les e-mails (reçus et envoyés) peuvent être consultés dans un fil de discussion dans le numéro.",{"type":2080,"tag":2223,"props":2622,"children":2624},{"id":2623},"_43-fil-de-discussion",[2625],{"type":2085,"value":2626},"4.3 Fil de discussion",{"type":2080,"tag":2081,"props":2628,"children":2629},{},[2630],{"type":2085,"value":2631},"Le fil de discussion par e-mail dans un ticket conserve tous les e-mails qui sont envoyés dans le système pour ce ticket afin que vous puissiez suivre ce qui s'est passé entre l'expéditeur et la personne qui répond.",{"type":2080,"tag":2081,"props":2633,"children":2634},{},[2635],{"type":2085,"value":2636},"Lorsqu'un nouvel e-mail est envoyé depuis votre boîte aux lettres, une réponse automatique est envoyée à l'expéditeur avec votre message et le numéro de ticket de support.\nL'expéditeur peut envoyer des informations supplémentaires à cet e-mail.\nTous les e-mails suivants contenant ce numéro de ticket dans l'objet seront ajoutés à ce fil de discussion.\nL'expéditeur peut également ajouter des pièces jointes à l'e-mail.",{"type":2080,"tag":2223,"props":2638,"children":2640},{"id":2639},"_44-attribution-des-tickets-aux-utilisateurs",[2641],{"type":2085,"value":2642},"4.4 Attribution des tickets aux utilisateurs",{"type":2080,"tag":2081,"props":2644,"children":2645},{},[2646],{"type":2085,"value":2647},"Les tickets peuvent être attribués automatiquement parmi les utilisateurs à l'aide de la règle d'attribution .",{"type":2080,"tag":2081,"props":2649,"children":2650},{},[2651],{"type":2085,"value":2652},"Vous pouvez attribuer un ticket à un utilisateur spécifique en cliquant sur la fonction « Attribuer » dans la barre latérale gauche. Cela ajoutera une nouvelle tâche à l'utilisateur et enverra également un message indiquant que ce problème est attribué.",{"type":2080,"tag":2223,"props":2654,"children":2656},{"id":2655},"_45-fermer-le-ticket",[2657],{"type":2085,"value":2658},"4.5 Fermer le ticket",{"type":2080,"tag":2081,"props":2660,"children":2661},{},[2662],{"type":2085,"value":2663},"Vous pouvez fermer le ticket manuellement en cliquant sur « Fermer » dans la barre d'outils.\nSi l'expéditeur ne répond pas dans les 7 jours, le ticket est fermé automatiquement.",{"type":2080,"tag":2136,"props":2665,"children":2667},{"id":2666},"type-de-ticket",[2668],{"type":2085,"value":2669},"Type de ticket",{"type":2080,"tag":2081,"props":2671,"children":2672},{},[2673],{"type":2085,"value":2674},"Le type de ticket est utile pour marquer et classer les tickets.",{"type":2080,"tag":2081,"props":2676,"children":2677},{},[2678],{"type":2085,"value":2679},"La classification des tickets aide à affecter les membres de l'équipe concernés à des problèmes spécifiques. Des exemples de types de tickets peuvent être : « Fonctionnel », « Technique », « Matériel », etc. Ainsi, les ingénieurs peuvent être affectés à des problèmes techniques ou matériels et des consultants seraient affectés à des problèmes fonctionnels.",{"type":2080,"tag":2107,"props":2681,"children":2682},{},[],{"type":2080,"tag":2081,"props":2684,"children":2685},{},[2686,2688,2693],{"type":2085,"value":2687},"Pour accéder à ",{"type":2080,"tag":2090,"props":2689,"children":2690},{},[2691],{"type":2085,"value":2692},"la liste des types de ticket",{"type":2085,"value":2121},{"type":2080,"tag":2123,"props":2695,"children":2696},{},[2697],{"type":2080,"tag":2081,"props":2698,"children":2699},{},[2700,2701],{"type":2085,"value":2130},{"type":2080,"tag":2090,"props":2702,"children":2703},{},[2704],{"type":2085,"value":2669},{"type":2080,"tag":2136,"props":2706,"children":2708},{"id":2707},"_1-comment-créer-un-type-de-ticket",[2709],{"type":2085,"value":2710},"1. Comment créer un type de ticket ?",{"type":2080,"tag":2188,"props":2712,"children":2713},{},[2714,2725,2737,2748],{"type":2080,"tag":2152,"props":2715,"children":2716},{},[2717,2719,2724],{"type":2085,"value":2718},"Pour créer un type de ticket, cliquez sur ",{"type":2080,"tag":2090,"props":2720,"children":2721},{},[2722],{"type":2085,"value":2723},"➕ Ajouter Type de ticket",{"type":2085,"value":2202},{"type":2080,"tag":2152,"props":2726,"children":2727},{},[2728,2730,2735],{"type":2085,"value":2729},"Saisissez un ",{"type":2080,"tag":2090,"props":2731,"children":2732},{},[2733],{"type":2085,"value":2734},"nom",{"type":2085,"value":2736}," pour le type.",{"type":2080,"tag":2152,"props":2738,"children":2739},{},[2740,2742,2746],{"type":2085,"value":2741},"Une ",{"type":2080,"tag":2090,"props":2743,"children":2744},{},[2745],{"type":2085,"value":2219},{"type":2085,"value":2747}," peut être ajoutée.",{"type":2080,"tag":2152,"props":2749,"children":2750},{},[2751],{"type":2080,"tag":2090,"props":2752,"children":2753},{},[2754],{"type":2085,"value":2755},"Enregistrer",{"type":2080,"tag":2136,"props":2757,"children":2759},{"id":2758},"priorité-de-ticket",[2760],{"type":2085,"value":2761},"Priorité de ticket",{"type":2080,"tag":2081,"props":2763,"children":2764},{},[2765],{"type":2085,"value":2766},"La priorité du ticket indique l'urgence de résoudre un problème.",{"type":2080,"tag":2081,"props":2768,"children":2769},{},[2770],{"type":2085,"value":2771},"L'utilisateur peut créer des priorités telles que \"Haut\", \"Moyen\", \"Faible\", \"Critique\", etc. La priorité de problème sera utilisée lors de la création de l' accord de niveau de service.",{"type":2080,"tag":2107,"props":2773,"children":2774},{},[],{"type":2080,"tag":2081,"props":2776,"children":2777},{},[2778,2779,2784],{"type":2085,"value":2687},{"type":2080,"tag":2090,"props":2780,"children":2781},{},[2782],{"type":2085,"value":2783},"la liste Priorité des problèmes",{"type":2085,"value":2121},{"type":2080,"tag":2123,"props":2786,"children":2787},{},[2788],{"type":2080,"tag":2081,"props":2789,"children":2790},{},[2791,2793],{"type":2085,"value":2792},"Accueil > Support > Ticket > ",{"type":2080,"tag":2090,"props":2794,"children":2795},{},[2796],{"type":2085,"value":2797},"Priorité du ticket",{"type":2080,"tag":2136,"props":2799,"children":2801},{"id":2800},"_1-comment-créer-une-priorité-de-ticket",[2802],{"type":2085,"value":2803},"1. Comment créer une Priorité de ticket ?",{"type":2080,"tag":2188,"props":2805,"children":2806},{},[2807,2818,2828,2837],{"type":2080,"tag":2152,"props":2808,"children":2809},{},[2810,2812,2817],{"type":2085,"value":2811},"Pour créer une priorité de ticket, cliquez sur ",{"type":2080,"tag":2090,"props":2813,"children":2814},{},[2815],{"type":2085,"value":2816},"➕ Ajouter Priorité de ticket",{"type":2085,"value":2202},{"type":2080,"tag":2152,"props":2819,"children":2820},{},[2821,2823,2827],{"type":2085,"value":2822},"Entrez un ",{"type":2080,"tag":2090,"props":2824,"children":2825},{},[2826],{"type":2085,"value":2734},{"type":2085,"value":2736},{"type":2080,"tag":2152,"props":2829,"children":2830},{},[2831,2832,2836],{"type":2085,"value":2741},{"type":2080,"tag":2090,"props":2833,"children":2834},{},[2835],{"type":2085,"value":2219},{"type":2085,"value":2747},{"type":2080,"tag":2152,"props":2838,"children":2839},{},[2840],{"type":2080,"tag":2090,"props":2841,"children":2842},{},[2843],{"type":2085,"value":2755},{"title":2845,"searchDepth":2846,"depth":2846,"links":2847},"",2,[2848,2849,2853,2860,2867,2868,2869,2870],{"id":2138,"depth":2846,"text":2141},{"id":2173,"depth":2846,"text":2176,"children":2850},[2851],{"id":2225,"depth":2852,"text":2228},3,{"id":2370,"depth":2846,"text":2373,"children":2854},[2855,2856,2857,2858,2859],{"id":2376,"depth":2852,"text":2379},{"id":2395,"depth":2852,"text":2398},{"id":2433,"depth":2852,"text":2436},{"id":2469,"depth":2852,"text":2472},{"id":2558,"depth":2852,"text":2561},{"id":2595,"depth":2846,"text":2598,"children":2861},[2862,2863,2864,2865,2866],{"id":2601,"depth":2852,"text":2604},{"id":2612,"depth":2852,"text":2615},{"id":2623,"depth":2852,"text":2626},{"id":2639,"depth":2852,"text":2642},{"id":2655,"depth":2852,"text":2658},{"id":2666,"depth":2846,"text":2669},{"id":2707,"depth":2846,"text":2710},{"id":2758,"depth":2846,"text":2761},{"id":2800,"depth":2846,"text":2803},"markdown","content:1.dokos:11.support:2.ticket.md","content","1.dokos/11.support/2.ticket.md","md",[2877,2879],{"_path":474,"title":473,"description":2878},"Tous les paramètres généraux des documents liés à l'assistance se trouvent dans Paramètres d'assistance.",{"_path":480,"title":479,"description":2880},"Le calendrier de maintenance affiche toutes les visites de maintenance à venir.",1747740701728]