{"id":19132,"date":"2020-09-27T18:30:17","date_gmt":"2020-09-27T16:30:17","guid":{"rendered":"https:\/\/shortways.com\/?p=19132"},"modified":"2023-05-09T16:38:06","modified_gmt":"2023-05-09T15:38:06","slug":"request-assistance","status":"publish","type":"post","link":"https:\/\/shortways.com\/fr\/blog\/shortways-assistant\/request-assistance\/","title":{"rendered":"Request Assistance : d\u00e9couvrez notre nouvelle fonctionnalit\u00e9 !"},"content":{"rendered":"<p>[et_pb_section fb_built=\u00a0\u00bb1&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.16&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||0px|||\u00a0\u00bb custom_padding=\u00a0\u00bb||8px|||\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2 style=\"text-align: justify;\"><span style=\"color: #38abdd;\"><strong>La fonctionnalit\u00e9 Request Assistance, c&rsquo;est quoi au juste ?<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-size: 15px;\">Il s&rsquo;agit de la toute nouvelle aide de notre assistant digital Shortways qui va vous faire gagner encore plus de temps !<\/span><span style=\"font-size: 15px;\">\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\">Gr\u00e2ce \u00e0 elle, les utilisateurs peuvent <span style=\"color: #38abdd;\"><strong>saisir une demande d&rsquo;assistance directement depuis leur application et sans changer de fen\u00eatre<\/strong><\/span> ! Il suffit juste de cliquer sur l&rsquo;enveloppe en haut de la fen\u00eatre de notre assistant et de remplir le formulaire propos\u00e9.<\/p>\n<p style=\"text-align: justify;\">\u00a0<\/p>\n<h2 style=\"text-align: justify;\"><strong><span style=\"color: #38abdd;\">Est-elle contextuelle comme les autres aides ?<\/span><\/strong><\/h2>\n<p style=\"text-align: justify;\">Bien s\u00fbr ! <strong>La demande est contextualis\u00e9e selon l&rsquo;\u00e9cran, le profil et la langue de l&rsquo;utilisateur<\/strong>. Elle est envoy\u00e9e par mail \u00e0 votre \u00e9quipe de support ou \u00e0 votre outil ITSM de ticketing si vous en poss\u00e9dez un ! Elle permet de mieux qualifier la demande, en sachant par exemple de quel \u00e9cran est envoy\u00e9 la demande.<\/p>\n<p style=\"text-align: justify;\">\u00a0<\/p>\n<h2 style=\"text-align: justify;\"><span style=\"color: #38abdd;\"><strong><span style=\"font-size: 22px;\"> Et quels sont les b\u00e9n\u00e9fices ?<\/span><\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-size: 15px;\">Cette fonctionnalit\u00e9 vous permettra de <strong>canaliser les demandes de support<\/strong>, et ainsi, <strong>fluidifier le support applicatif<\/strong> !<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 15px;\">Une <strong>capture d&rsquo;\u00e9cran<\/strong> peut m\u00eame \u00eatre ins\u00e9r\u00e9e aux demandes. Ainsi, vous :<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li><span style=\"font-size: 15px;\">r\u00e9duisez les allers-retours chronophages de qualification des demandes,<\/span><\/li>\n<li>votre \u00e9quipe de support a moins d&rsquo;efforts \u00e0 faire afin de trouver le probl\u00e8me qui leur est soumis et le r\u00e9soudre,<span style=\"font-size: 15px;\"><\/span><\/li>\n<li>et vos utilisateurs sont plus satisfaits !<\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.20.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||13px|||\u00a0\u00bb custom_padding=\u00a0\u00bb||16px|||\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; inline_fonts=\u00a0\u00bbMetropolis Extra Bold\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;]<\/p>\n<h2 style=\"text-align: justify;\"><span style=\"color: #38abdd;\"><strong>\u00c9volutions de la fonctionnalit\u00e9 :<\/strong><\/span><\/h2>\n<p style=\"text-align: justify;\">\u2b50 <span style=\"text-decoration: underline;\">Nouveaut\u00e9 2021<\/span> : Afin de toujours mieux vous aider \u00e0 qualifier vos demandes de support, une <span style=\"font-family: 'Metropolis Extra Bold'; font-weight: normal; color: #38abdd;\">capture d&rsquo;\u00e9cran<\/span> peut d\u00e9sormais \u00eatre ajout\u00e9e \u00e0 la demande d&rsquo;assistance Shortways.<\/p>\n<p style=\"text-align: justify;\">On vous montre comment faire en quelques clics <a href=\"https:\/\/shortways.com\/fr\/blog\/shortways-assistant\/trucs-astuces\/capture-ecran-fonctionnalite-demandes-assistance\/\" target=\"_blank\" rel=\"noopener\">juste ici<\/a>.<\/p>\n<p style=\"text-align: justify;\">\u2b50 <span style=\"text-decoration: underline;\">Nouveaut\u00e9 2022<\/span> :<\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"text-align: justify;\">Les utilisateurs peuvent d\u00e9sormais <span style=\"font-family: 'Metropolis Extra Bold'; font-weight: normal; color: #38abdd;\">s\u00e9lectionner une cat\u00e9gorie<\/span> \u00e0 allouer \u00e0 leur demande, afin que le support puisse mieux traiter et filtrer les demandes.<\/li>\n<li style=\"text-align: justify;\"><span style=\"font-size: 15px; text-align: left;\"><span style=\"font-family: 'Metropolis Extra Bold'; font-weight: normal; color: #17abdd;\">\u00ab Contenu qui pourrait vous aider \u00bb<\/span> : <\/span>Une fois la cat\u00e9gorie s\u00e9lectionn\u00e9e par l\u2019utilisateur, l\u2019Assistant Shortways peut d\u00e9sormais proposer des contenus d\u2019aide en-dessous de l\u2019encart de r\u00e9daction du probl\u00e8me.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-size: 15px; text-align: left;\">Ainsi, <span style=\"font-family: 'Metropolis Extra Bold'; font-weight: normal;\">pour une cat\u00e9gorie donn\u00e9e, l\u2019Assistant va afficher une liste de pas-\u00e0-pas ou de FAQ correspondantes<\/span> afin de d\u00e9bloquer l\u2019utilisateur avant m\u00eame qu\u2019il ne clique sur \u00ab Envoyer \u00bb.<br \/><\/span><span style=\"font-size: 15px; text-align: left;\">Ces aides gardent les informations de contexte propres \u00e0 leur cr\u00e9ation\u00a0: langue, \u00e9cran et profil de l\u2019utilisateur.<\/span><\/p>\n<p style=\"text-align: justify;\">L\u2019objectif est \u00e0 nouveau d\u2019autonomiser les utilisateurs en leur offrant un premier niveau de r\u00e9ponse, et ce tout en capitalisant sur les contenus d\u2019aide cr\u00e9\u00e9s par les administrateurs, et en <span style=\"font-family: 'Metropolis Extra Bold'; font-weight: normal;\">r\u00e9duisant les sollicitations en direction du support<\/span>.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb1_2,1_2&Prime; _builder_version=\u00a0\u00bb4.17.1&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb4.17.1&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_button button_url=\u00a0\u00bbhttps:\/\/shortways.com\/fr\/blog\/shortways-assistant\/trucs-astuces\/capture-ecran-fonctionnalite-demandes-assistance\/\u00a0\u00bb url_new_window=\u00a0\u00bbon\u00a0\u00bb button_text=\u00a0\u00bbEn savoir plus sur la capture d&rsquo;\u00e9cran\u00a0\u00bb button_alignment=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb4.17.1&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_button=\u00a0\u00bbon\u00a0\u00bb button_text_size=\u00a0\u00bb15px\u00a0\u00bb button_text_color=\u00a0\u00bb#ffffff\u00a0\u00bb button_bg_use_color_gradient=\u00a0\u00bbon\u00a0\u00bb button_bg_color_gradient_direction=\u00a0\u00bb89deg\u00a0\u00bb button_bg_color_gradient_stops=\u00a0\u00bb#1780af 29%|#38abdd 60%\u00a0\u00bb button_bg_color_gradient_start=\u00a0\u00bb#1780af\u00a0\u00bb button_bg_color_gradient_start_position=\u00a0\u00bb29%\u00a0\u00bb button_bg_color_gradient_end=\u00a0\u00bb#38abdd\u00a0\u00bb button_bg_color_gradient_end_position=\u00a0\u00bb60%\u00a0\u00bb button_border_width=\u00a0\u00bb0px\u00a0\u00bb button_border_radius=\u00a0\u00bb32px\u00a0\u00bb custom_margin=\u00a0\u00bb-30px||11px|||\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_button][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2&Prime; 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_module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<a href=\"https:\/\/shortways.com\/fr\/abonnement-newsletter\/?utm_source=Site&#038;utm_medium=Trafic+direct&#038;utm_content=5ff438b0d59cbc58b22943b7&#038;utm_campaign=Inscription_newsletter\"><img decoding=\"async\" src=\"https:\/\/files.plezi.co\/p\/5f17f2d4f4208726cdaaaa43\/contents\/5ff438b0d59cbc58b22943b7\/ctas\/5ff47428d59cbc58b2294fe1\/banniere-newsletter.png\" \/><\/a>[\/et_pb_code][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Une nouvelle fonctionnalit\u00e9 est arriv\u00e9e ! Il s&rsquo;agit de notre demande d&rsquo;assistance int\u00e9gr\u00e9e : d\u00e9couvrez-l\u00e0 dans cet article !<\/p>\n","protected":false},"author":2,"featured_media":32256,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","cybocfi_hide_featured_image":"","footnotes":""},"categories":[495,494],"tags":[481,493,483,489],"class_list":["post-19132","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-fr","category-shortways-assistant","tag-dap","tag-decouverte","tag-fonctionnalites","tag-nouveaute"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v16.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Request Assistance : notre nouvelle fonctionnalit\u00e9 !<\/title>\n<meta name=\"description\" content=\"Une nouvelle fonctionnalit\u00e9 est arriv\u00e9e ! 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