{"id":433370,"date":"2023-11-28T18:36:18","date_gmt":"2023-11-28T17:36:18","guid":{"rendered":"https:\/\/www.kafinea.com\/?post_type=docs&#038;p=433370"},"modified":"2026-04-23T01:48:40","modified_gmt":"2026-04-22T23:48:40","password":"","slug":"les-tickets","status":"publish","type":"docs","link":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-tickets\/","title":{"rendered":"Les tickets"},"content":{"rendered":"<blockquote class=\"bq-exemple\">\n<p>\ud83d\udccd <strong>O\u00f9 trouver ce module ?<\/strong><br \/><em>Menu principal &gt; Support<\/em><\/p>\n<\/blockquote>\n<hr \/>\n<h2>Introduction<\/h2>\n<p>Le module <strong>Tickets<\/strong> permet de g\u00e9rer les demandes d&rsquo;assistance et les incidents signal\u00e9s par vos clients. Chaque ticket trace une demande de sa cr\u00e9ation jusqu&rsquo;\u00e0 sa r\u00e9solution. Il est accessible via <em><strong>Support client &gt; Tickets<\/strong><\/em>.<\/p>\n<hr \/>\n<h2>1. Cr\u00e9er un ticket<\/h2>\n<p>Cliquez sur <em><strong>Cr\u00e9er Ticket<\/strong><\/em> depuis la liste du module.<\/p>\n<p><strong>Informations principales :<\/strong><\/p>\n<ul>\n<li><strong>Sujet<\/strong> : la description courte du probl\u00e8me (obligatoire)<\/li>\n<li><strong>Compte client<\/strong> : le client concern\u00e9<\/li>\n<li><strong>Contact<\/strong> : la personne qui a signal\u00e9 le probl\u00e8me<\/li>\n<li><strong>Statut<\/strong> : l&rsquo;\u00e9tat du ticket (ouvert, en cours, en attente, ferm\u00e9)<\/li>\n<li><strong>Priorit\u00e9<\/strong> : le niveau d&rsquo;urgence (faible, normal, \u00e9lev\u00e9, urgent)<\/li>\n<li><strong>Engagement<\/strong> : le niveau de service attendu (SLA)<\/li>\n<li><strong>Attribu\u00e9 \u00e0<\/strong> : l&rsquo;utilisateur ou le groupe responsable du traitement<\/li>\n<\/ul>\n<p><strong>Description et r\u00e9solution :<\/strong><\/p>\n<ul>\n<li><strong>Description<\/strong> : le d\u00e9tail du probl\u00e8me signal\u00e9<\/li>\n<li><strong>Solution<\/strong> : la description de la r\u00e9solution apport\u00e9e<\/li>\n<\/ul>\n<hr \/>\n<h2>2. Cycle de vie d&rsquo;un ticket<\/h2>\n<p>Un ticket suit g\u00e9n\u00e9ralement ce parcours :<\/p>\n<ol>\n<li><strong>Ouvert<\/strong> : le ticket est cr\u00e9\u00e9 et en attente de prise en charge<\/li>\n<li><strong>En cours<\/strong> : un agent travaille sur la r\u00e9solution<\/li>\n<li><strong>En attente<\/strong> : le ticket est en attente d&rsquo;une information du client ou d&rsquo;un tiers<\/li>\n<li><strong>Ferm\u00e9<\/strong> : le probl\u00e8me est r\u00e9solu<\/li>\n<\/ol>\n<hr \/>\n<h2>3. \u00c9l\u00e9ments li\u00e9s<\/h2>\n<p>Depuis la fiche d&rsquo;un ticket, vous pouvez acc\u00e9der \u00e0 :<\/p>\n<ul>\n<li><strong>Contrat de service<\/strong> : le contrat SLA applicable au client<\/li>\n<li><strong>Documents<\/strong> : les pi\u00e8ces jointes (captures d&rsquo;\u00e9cran, logs\u2026)<\/li>\n<li><strong>Activit\u00e9s<\/strong> : les actions planifi\u00e9es ou r\u00e9alis\u00e9es pour r\u00e9soudre le ticket<\/li>\n<li><strong>Commentaires<\/strong> : l&rsquo;historique des \u00e9changes sur le ticket<\/li>\n<\/ul>\n<hr \/>\n<h2>4. Questions fr\u00e9quentes<\/h2>\n<p><strong>Les clients peuvent-ils cr\u00e9er des tickets eux-m\u00eames ?<\/strong><br \/>\nOui, si le portail client (extranet) est activ\u00e9, les clients peuvent soumettre et suivre leurs tickets directement en ligne.<\/p>\n<p><strong>Comment suivre le temps pass\u00e9 sur un ticket ?<\/strong><br \/>\nLe champ <em><strong>Heures<\/strong><\/em> permet de saisir le temps consacr\u00e9 \u00e0 la r\u00e9solution. Ce temps peut \u00eatre compar\u00e9 aux engagements du contrat de service.<\/p>\n<p><strong>Comment \u00eatre notifi\u00e9 d&rsquo;un nouveau ticket ?<\/strong><br \/>\nLes notifications peuvent \u00eatre configur\u00e9es via les workflows de Kafinea pour alerter les agents par email lors de la cr\u00e9ation ou de la mise \u00e0 jour d&rsquo;un ticket.<\/p>\n<hr \/>\n<h2>R\u00e9f\u00e9rences associ\u00e9es \ud83d\udd17<\/h2>\n<ul>\n<li><a href=\"https:\/\/www.kafinea.com\/documentation\/support-client\/les-contrats-de-service\/\">Les contrats de service<\/a><\/li>\n<li><a href=\"https:\/\/www.kafinea.com\/documentation\/support-client\/les-equipements-client\/\">Les \u00e9quipements client<\/a><\/li>\n<li><a href=\"https:\/\/www.kafinea.com\/documentation\/support-client\/portail-clients\/\">Le portail client<\/a><\/li>\n<li><a href=\"https:\/\/www.kafinea.com\/documentation\/support-client\/les-faq\/\">Les FAQ<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\ud83d\udccd O\u00f9 trouver ce module ?Menu principal &gt; Support Introduction Le module Tickets permet de g\u00e9rer les demandes d&rsquo;assistance et les incidents signal\u00e9s par vos clients. Chaque ticket trace une demande de sa cr\u00e9ation jusqu&rsquo;\u00e0 sa r\u00e9solution. Il est accessible via Support client &gt; Tickets. 1. Cr\u00e9er un ticket Cliquez sur Cr\u00e9er Ticket depuis la&#8230;<\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_uag_custom_page_level_css":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"doc_category":[194],"doc_tag":[],"class_list":["post-433370","docs","type-docs","status-publish","hentry","doc_category-support-client"],"year_month":"2026-06","word_count":363,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"Kenny Legros","author_nicename":"kenny-legros","author_url":"https:\/\/www.kafinea.com\/fr\/author\/kenny-legros\/"},"doc_category_info":[{"term_name":"Support client","term_url":"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Documentation - Les tickets &#8226; Kafinea<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.kafinea.com\/fr\/documentation\/support-client\/les-tickets\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Documentation - Les tickets &#8226; Kafinea\" \/>\n<meta property=\"og:description\" content=\"\ud83d\udccd O\u00f9 trouver ce module ?Menu principal &gt; Support Introduction Le module Tickets permet de g\u00e9rer les demandes d&rsquo;assistance et les incidents signal\u00e9s par vos clients. 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