{"id":2021,"date":"2019-04-16T15:46:42","date_gmt":"2019-04-16T13:46:42","guid":{"rendered":"https:\/\/thomasdt.com\/?p=2021"},"modified":"2019-04-16T15:46:42","modified_gmt":"2019-04-16T13:46:42","slug":"gestion-des-tickets-avec-rationalk","status":"publish","type":"post","link":"https:\/\/rationalk.ch\/blog\/gestion-des-tickets-avec-rationalk\/","title":{"rendered":"Gestion des tickets avec Rationalk"},"content":{"rendered":"\n<p>Le logiciel <a href=\"https:\/\/rationalk.ch\">Rationalk est parfaitement adapt\u00e9 pour une gestion agile de tous types de tickets<\/a> : demande de maintenance, suivi d&rsquo;incident, SAV, demande d&rsquo;offre, &#8230;<\/p>\n\n\n\n<p>On commence par cr\u00e9er un mod\u00e8le de projet avec des t\u00e2ches pr\u00e9d\u00e9finies. Un ticket = Un projet. Cela n&rsquo;est a faire qu&rsquo;une fois. Exemple de t\u00e2ches g\u00e9n\u00e9riques : <\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Assigner un collaborateur<\/li><li>Planifier l&rsquo;intervention<\/li><li>Execution du travail<\/li><li>Facturation<\/li><\/ul>\n\n\n\n<p>Un client appelle, le service client ouvre un ticket. <\/p>\n\n\n\n<p>Une r\u00e8gle pr\u00e9d\u00e9finie va affecter le ticket en automatique ou une personne s&rsquo;occupe du dispatching. <\/p>\n\n\n\n<p>Les tickets arrivent tous dans un tableau de bord (Kanban)<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"580\" height=\"283\" src=\"https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.21.42.png?resize=580%2C283&#038;ssl=1\" alt=\"\" class=\"wp-image-2022\" srcset=\"https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.21.42.png?resize=1024%2C500&amp;ssl=1 1024w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.21.42.png?resize=300%2C146&amp;ssl=1 300w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.21.42.png?resize=768%2C375&amp;ssl=1 768w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.21.42.png?w=1438&amp;ssl=1 1438w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.21.42.png?w=1160&amp;ssl=1 1160w\" sizes=\"auto, (max-width: 580px) 100vw, 580px\" \/><figcaption>Les nouveaux tickets arrivent dans la colonne de gauche. On les d\u00e9place \u00e0 la souris ou au doigt sur tablette \u00e0 mesure de leur avancement.<\/figcaption><\/figure><\/div>\n\n\n\n<p>Il est aussi possible de visualiser l&rsquo;ensemble des tickets dans une vue planning (Timeline)<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"580\" height=\"325\" src=\"https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.05.png?resize=580%2C325&#038;ssl=1\" alt=\"\" class=\"wp-image-2023\" srcset=\"https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.05.png?resize=1024%2C573&amp;ssl=1 1024w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.05.png?resize=300%2C168&amp;ssl=1 300w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.05.png?resize=768%2C430&amp;ssl=1 768w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.05.png?w=1417&amp;ssl=1 1417w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.05.png?w=1160&amp;ssl=1 1160w\" sizes=\"auto, (max-width: 580px) 100vw, 580px\" \/><figcaption>La vue planning des tickets ouverts.<\/figcaption><\/figure><\/div>\n\n\n\n<p>La personne affect\u00e9e \u00e0 la r\u00e9solution du ticket peut travailler comme dans un projet normal : <\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>voir les informations d\u00e9taill\u00e9es du ticket (client, site, produit, mat\u00e9riel impliqu\u00e9, &#8230;)<\/li><li>Collaborer avec d&rsquo;autres coll\u00e8gues<\/li><li>Uploader des documents<\/li><li>Finaliser les t\u00e2ches du ticket<\/li><li>R\u00e9diger des comptes rendus<\/li><li>Faire le suivi des heures<\/li><li>Enclencher une facturation<\/li><\/ul>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"580\" height=\"246\" src=\"https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.53.png?resize=580%2C246&#038;ssl=1\" alt=\"\" class=\"wp-image-2024\" srcset=\"https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.53.png?resize=1024%2C434&amp;ssl=1 1024w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.53.png?resize=300%2C127&amp;ssl=1 300w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.53.png?resize=768%2C325&amp;ssl=1 768w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.53.png?resize=1568%2C664&amp;ssl=1 1568w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.53.png?w=1594&amp;ssl=1 1594w, https:\/\/i0.wp.com\/rationalk.ch\/blog\/wp-content\/uploads\/2019\/04\/Screenshot-2019-04-16-at-15.27.53.png?w=1160&amp;ssl=1 1160w\" sizes=\"auto, (max-width: 580px) 100vw, 580px\" \/><figcaption>Le gantt du ticket pour la planification, la gestion des fichiers et le suivi des heures.<\/figcaption><\/figure><\/div>\n\n\n\n<p>Pour aller plus loin, il est possible de laisser la possibilit\u00e9 \u00e0 vos client d&rsquo;ouvrir un ticket ou une demande directement depuis votre site internet.<\/p>\n\n\n\n<p>Il est \u00e9galement possible de r\u00e9gler des alertes si un tickets est rest\u00e9 en suspens trop longtemps par exemple.<\/p>\n\n\n\n<p>La grande flexibilit\u00e9 de Rationalk permet de g\u00e9rer tout type de demande dans le m\u00eame outil et de synchroniser le travail entre les clients, les collaborateurs et les autres logiciels.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le logiciel Rationalk est parfaitement adapt\u00e9 pour une gestion agile de tous types de tickets : demande de maintenance, suivi d&rsquo;incident, SAV, demande d&rsquo;offre, &#8230; On commence par cr\u00e9er un mod\u00e8le de projet avec des t\u00e2ches pr\u00e9d\u00e9finies. Un ticket = Un projet. Cela n&rsquo;est a faire qu&rsquo;une fois. Exemple de t\u00e2ches g\u00e9n\u00e9riques : Assigner un [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"enabled":false},"version":2}},"categories":[6],"tags":[],"class_list":["post-2021","post","type-post","status-publish","format-standard","hentry","category-rationalk"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack-related-posts":[],"_links":{"self":[{"href":"https:\/\/rationalk.ch\/blog\/wp-json\/wp\/v2\/posts\/2021","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/rationalk.ch\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/rationalk.ch\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/rationalk.ch\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/rationalk.ch\/blog\/wp-json\/wp\/v2\/comments?post=2021"}],"version-history":[{"count":0,"href":"https:\/\/rationalk.ch\/blog\/wp-json\/wp\/v2\/posts\/2021\/revisions"}],"wp:attachment":[{"href":"https:\/\/rationalk.ch\/blog\/wp-json\/wp\/v2\/media?parent=2021"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/rationalk.ch\/blog\/wp-json\/wp\/v2\/categories?post=2021"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/rationalk.ch\/blog\/wp-json\/wp\/v2\/tags?post=2021"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}