{"id":41829,"date":"2025-01-13T09:00:51","date_gmt":"2025-01-13T08:00:51","guid":{"rendered":"https:\/\/shortways.com\/?p=41829"},"modified":"2025-11-18T11:49:46","modified_gmt":"2025-11-18T10:49:46","slug":"piege-mauvais-signalement-incident","status":"publish","type":"post","link":"https:\/\/shortways.com\/fr\/blog\/smart-ticketing\/piege-mauvais-signalement-incident\/","title":{"rendered":"Le pi\u00e8ge \u00e0 \u00e9viter d\u2019un mauvais signalement d\u2019incident"},"content":{"rendered":"<p>[et_pb_section fb_built=\u00a0\u00bb1&Prime; _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb29px|||||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px|||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<p><span class=\"TextRun SCXW114217543 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW114217543 BCX0\">Dans un monde professionnel o\u00f9 les syst\u00e8mes num\u00e9riques pilotent une grande partie des processus, le signalement d\u2019incidents est devenu un point n\u00e9vralgique de la gestion des op\u00e9rations. Cependant, ce processus n\u2019est pas exempt de d\u00e9fis. Parmi les \u00e9cueils les plus courants, l\u2019affectation incorrecte des files d\u2019attente repr\u00e9sente un risque majeur. Ce probl\u00e8me peut entra\u00eener des retards, une augmentation des co\u00fbts op\u00e9rationnels et une frustration g\u00e9n\u00e9rale des collaborateurs.<\/span><\/span><\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||40px||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<p><b><span data-contrast=\"auto\">Au programme :<\/span><\/b><\/p>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><a href=\"#comprendre-impact\"><span data-contrast=\"auto\">Comprendre l\u2019impact d\u2019une mauvaise affectation<\/span><\/a><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><a href=\"#probleme-persiste\"><span data-contrast=\"auto\">Pourquoi ce probl\u00e8me persiste dans les organisations<\/span><\/a><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><a href=\"#bonnes-pratiques\"><span data-contrast=\"auto\">Les bonnes pratiques pour \u00e9viter ce pi\u00e8ge<\/span><\/a><\/li>\n<\/ol>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px|||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text module_id=\u00a0\u00bbcomprendre-impact\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_2_text_color=\u00a0\u00bb#38ABDD\u00a0\u00bb header_2_font_size=\u00a0\u00bb15px\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW264009447 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW264009447 BCX0\">Comprendre l\u2019impact <\/span><span class=\"NormalTextRun SCXW264009447 BCX0\">d\u2019une mauvaise <\/span><span class=\"NormalTextRun SCXW264009447 BCX0\">affectation<\/span><\/span><\/h2>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||40px||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<p><span data-contrast=\"auto\">L\u2019affectation incorrecte des incidents \u00e0 des files d\u2019attente inappropri\u00e9es peut sembler anodine au premier abord. Pourtant, ses r\u00e9percussions peuvent \u00eatre consid\u00e9rables. Lorsqu\u2019un incident est dirig\u00e9 vers une \u00e9quipe ou un d\u00e9partement qui n\u2019a pas les comp\u00e9tences ou les responsabilit\u00e9s n\u00e9cessaires pour le traiter, plusieurs probl\u00e8mes \u00e9mergent :<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Une perte de temps pour identifier le bon interlocuteur<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Une multiplication des transferts, qui cr\u00e9e des frustrations chez les utilisateurs finaux<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Une surcharge des \u00e9quipes qui ne devraient pas g\u00e9rer ces demandes, au d\u00e9triment de leur productivit\u00e9<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Ces cons\u00e9quences cumul\u00e9es retardent la r\u00e9solution des incidents et peuvent engendrer un effet domino sur d\u2019autres processus critiques de l\u2019organisation.<\/span><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px|||\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text module_id=\u00a0\u00bbprobleme-persiste\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_2_text_color=\u00a0\u00bb#38ABDD\u00a0\u00bb header_2_font_size=\u00a0\u00bb15px\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW149668203 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW149668203 BCX0\">Pourquoi ce probl\u00e8me persiste dans les organisations<\/span><\/span><\/h2>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||40px||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<p><span data-contrast=\"auto\">Plusieurs raisons expliquent la persistance de ce probl\u00e8me, m\u00eame dans des entreprises ayant des syst\u00e8mes de ticketing avanc\u00e9s. Parmi elles :<\/span><\/p>\n<p>&nbsp;<\/p>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Une formation insuffisante des utilisateurs : <\/span><\/b><span data-contrast=\"auto\"><span data-contrast=\"auto\">Souvent, les collaborateurs ne savent pas quel type d\u2019information fournir ou \u00e0 quelle cat\u00e9gorie appartient leur probl\u00e8me.<\/span><\/span>\n<p>&nbsp;<\/p>\n<\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Des interfaces utilisateur mal con\u00e7ues : <\/span><\/b><span data-contrast=\"auto\"><span data-contrast=\"auto\">Une mauvaise ergonomie peut conduire \u00e0 des erreurs dans la s\u00e9lection des cat\u00e9gories ou des files d\u2019attente.<\/span><\/span>\n<p>&nbsp;<\/p>\n<\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Un manque de coordination entre les d\u00e9partements : <\/span><\/b><span data-contrast=\"auto\"><span data-contrast=\"auto\">Lorsque les \u00e9quipes ne communiquent pas efficacement, les processus de transfert deviennent laborieux et impr\u00e9cis.<\/span><\/span>\n<p>&nbsp;<\/p>\n<\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">L\u2019absence de validation initiale : <\/span><\/b><span data-contrast=\"auto\"><span data-contrast=\"auto\">Sans contr\u00f4le humain ou automatis\u00e9, des tickets mal orient\u00e9s peuvent passer inaper\u00e7us.<\/span><\/span>\n<p>&nbsp;<\/p>\n<\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Un manque de fonctionnalit\u00e9s des outils de support\u202f: <\/span><\/b><span data-contrast=\"auto\">insertion d\u2019une capture d\u2019\u00e9cran, auto-cat\u00e9gorisation des demandes, formulaires personnalis\u00e9s, \u2026 Toutes ces fonctionnalit\u00e9s aident \u00e0 am\u00e9liorer les signalements.<\/span><\/li>\n<\/ol>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=\u00a0\u00bb3_5,2_5&Prime; _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||30px||false|false\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb3_5&Prime; _builder_version=\u00a0\u00bb4.17.1&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text _builder_version=\u00a0\u00bb4.17.1&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||21px|||\u00a0\u00bb inline_fonts=\u00a0\u00bbMetropolis Extra Bold\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb inline_fonts=\u00a0\u00bbMetropolis Extra Bold\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<p style=\"text-align: center;\"><span style=\"font-family: 'Metropolis Extra Bold'; font-size: large; color: #38abdd; font-weight: normal;\">D\u00e9couvrez notre Livre Blanc sur ce sujet !<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-size: large; font-family: inherit; font-weight: normal;\">\u00ab\u00a0Le guide ultime du support utilisateur m\u00e9tier\u00a0\u00bb<\/span><\/p>\n<p>[\/et_pb_text][et_pb_button button_url=\u00a0\u00bbhttps:\/\/shortways.com\/fr\/livre-blanc-support-utilisateur-metier\/\u00a0\u00bb url_new_window=\u00a0\u00bbon\u00a0\u00bb button_text=\u00a0\u00bbAcc\u00e9der au Livre Blanc\u00a0\u00bb button_alignment=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_button=\u00a0\u00bbon\u00a0\u00bb button_text_color=\u00a0\u00bb#FFFFFF\u00a0\u00bb button_bg_color=\u00a0\u00bb#38ABDD\u00a0\u00bb button_border_width=\u00a0\u00bb0px\u00a0\u00bb button_border_radius=\u00a0\u00bb100px\u00a0\u00bb button_icon=\u00a0\u00bb&#x39;||divi||400&Prime; transform_scale_tablet=\u00a0\u00bb\u00a0\u00bb transform_scale_phone=\u00a0\u00bb\u00a0\u00bb transform_scale_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb transform_rotate_tablet=\u00a0\u00bb\u00a0\u00bb transform_rotate_phone=\u00a0\u00bb\u00a0\u00bb transform_rotate_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb transform_skew_tablet=\u00a0\u00bb\u00a0\u00bb transform_skew_phone=\u00a0\u00bb\u00a0\u00bb transform_skew_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb transform_origin_tablet=\u00a0\u00bb\u00a0\u00bb transform_origin_phone=\u00a0\u00bb\u00a0\u00bb transform_origin_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb box_shadow_style=\u00a0\u00bbpreset1&Prime; box_shadow_color=\u00a0\u00bb#1780AF\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_button][\/et_pb_column][et_pb_column type=\u00a0\u00bb2_5&Prime; _builder_version=\u00a0\u00bb4.17.1&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_image src=\u00a0\u00bbhttps:\/\/shortways.com\/wp-content\/uploads\/2025\/04\/Couverture-Livre-Blanc-Guide-ultime-du-support-utilisateur-metier.png\u00a0\u00bb title_text=\u00a0\u00bbCouverture &#8211; Livre Blanc Guide ultime du support utilisateur me\u0301tier\u00a0\u00bb url=\u00a0\u00bbhttps:\/\/shortways.com\/fr\/livre-blanc-support-utilisateur-metier\/\u00a0\u00bb align=\u00a0\u00bbcenter\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.4&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb width=\u00a0\u00bb50%\u00a0\u00bb width_tablet=\u00a0\u00bb50%\u00a0\u00bb width_phone=\u00a0\u00bb50%\u00a0\u00bb width_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb module_alignment=\u00a0\u00bbcenter\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px|||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text module_id=\u00a0\u00bbbonnes-pratiques\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_2_text_color=\u00a0\u00bb#38ABDD\u00a0\u00bb header_2_font_size=\u00a0\u00bb15px\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2><span class=\"TextRun MacChromeBold SCXW160109655 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW160109655 BCX0\">Les bonnes pratiques pour \u00e9viter ce pi\u00e8ge<\/span><\/span><\/h2>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||40px||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<p><span data-contrast=\"auto\">Pour \u00e9viter les erreurs d\u2019affectation et garantir un traitement efficace des incidents, plusieurs actions concr\u00e8tes peuvent \u00eatre mises en \u0153uvre :<\/span><span data-ccp-props=\"{}\">\u00a0<\/p>\n<p><\/span><\/p>\n<ol>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Mettez en place une classification claire<\/span><\/b> <b><span data-contrast=\"auto\">des types d\u2019incidents\u202f:<\/span><\/b><span data-contrast=\"auto\"> D\u00e9finissez des crit\u00e8res pr\u00e9cis pour chaque file d\u2019attente afin de minimiser les erreurs d\u00e8s la cr\u00e9ation des tickets.\n<p><\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Organisez r\u00e9guli\u00e8rement des sessions de sensibilisation pour les utilisateurs\u202f:<\/span><\/b><span data-contrast=\"auto\"> Rappelez l\u2019importance d\u2019un signalement pr\u00e9cis et optimisez les interfaces pour guider intelligemment les choix des utilisateurs.\n<p><\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Standardisez les processus : <\/span><\/b><span data-contrast=\"auto\">Harmonisez les pratiques \u00e0 travers tous les d\u00e9partements pour \u00e9viter des divergences dans la gestion des tickets.\n<p><\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Mettez en place des m\u00e9canismes de feedback : <\/span><\/b><span data-contrast=\"auto\">Permettez aux \u00e9quipes de signaler les cas r\u00e9currents de mauvais aiguillage afin d\u2019identifier les causes sous-jacentes.\n<p><\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">D\u00e9veloppez une approche proactive : <\/span><\/b><span data-contrast=\"auto\">Analysez les donn\u00e9es des tickets pour rep\u00e9rer les tendances et apporter des ajustements continus.\n<p><\/span><\/li>\n<li data-leveltext=\"%1.\" data-font=\"\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Impl\u00e9mentez un tableau de bord\u202f:<\/span><\/b><span data-contrast=\"auto\"> Surveillez les indicateurs cl\u00e9s, tels que le taux d\u2019erreurs d\u2019affectation et le d\u00e9lai moyen avant r\u00e9affectation, afin d\u2019ajuster les processus en temps r\u00e9el.<\/span><\/li>\n<\/ol>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px||0px|||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_text module_id=\u00a0\u00bbformation-accompagnement\u00a0\u00bb _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb header_2_text_color=\u00a0\u00bb#38ABDD\u00a0\u00bb header_2_font_size=\u00a0\u00bb15px\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<h2><span class=\"TextRun SCXW83884703 BCX0\" lang=\"FR-FR\" xml:lang=\"FR-FR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW83884703 BCX0\" data-ccp-parastyle=\"No Spacing\">Conclusion<\/span><\/span><\/h2>\n<p>[\/et_pb_text][et_pb_text _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_margin=\u00a0\u00bb||40px||false|false\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb]<\/p>\n<p><span data-contrast=\"auto\">L\u2019affectation incorrecte des files d\u2019attente est un pi\u00e8ge co\u00fbteux et frustrant, mais \u00e9vitable avec les bonnes pratiques. En adoptant des outils adapt\u00e9s, en formant les utilisateurs et en instaurant des processus clairs, les organisations peuvent consid\u00e9rablement r\u00e9duire ces erreurs. L\u2019objectif est simple : garantir une fluidit\u00e9 dans le traitement des incidents pour am\u00e9liorer la satisfaction des utilisateurs et la performance globale.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">\ud83d\udc49 La plupart du temps, il est courant d\u2019observer un r\u00e9flexe chez les collaborateurs : se tourner directement vers un coll\u00e8gue pour obtenir une aide rapide en cas de difficult\u00e9. Mais cette m\u00e9thode d\u2019entraide informelle n\u2019est pas toujours la meilleure solution pour se d\u00e9bloquer ! Cet article vous en dira plus\u202f: <\/span><a href=\"https:\/\/shortways.com\/fr\/blog\/smart-ticketing\/idee-recue-collegue-aide-deblocage-logiciel\"><span data-contrast=\"none\" style=\"color: #38abdd;\">Id\u00e9e re\u00e7ue sur le support m\u00e9tier : demander \u00e0 mon coll\u00e8gue est la meilleure fa\u00e7on de me d\u00e9bloquer sur mon logiciel m\u00e9tier<\/span><\/a><\/p>\n<p><span data-contrast=\"auto\">\ud83d\udc49 Et pour aller plus loin dans les solutions, d\u00e9couvrez <\/span><span data-contrast=\"none\">l\u2019<a href=\"https:\/\/shortways.com\/fr\/blog\/smart-ticketing\/idee-recue-utilisateurs-connaissent-demarche-contact-support\"><span style=\"color: #38abdd;\">id\u00e9e re\u00e7ue : mes utilisateurs connaissent la d\u00e9marche pour contacter leur support m\u00e9tier<\/span><\/a><\/span><a href=\"https:\/\/shortways.com\/fr\/blog\/smart-ticketing\/idee-recue-utilisateurs-connaissent-demarche-contact-support\"><span data-ccp-props=\"{}\">\u00a0<\/span><\/a><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; _builder_version=\u00a0\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb custom_padding=\u00a0\u00bb0px|||||\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.27.0&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\u00bb4.27.0&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb global_colors_info=\u00a0\u00bb{}\u00a0\u00bb][et_pb_code _builder_version=\u00a0\u00bb4.16&Prime; _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:\/\/i1.wp.com\/files.plezi.co\/p\/5f17f2d4f4208726cdaaaa43\/contents\/5ff438b0d59cbc58b22943b7\/ctas\/5ff47428d59cbc58b2294fe1\/banniere-newsletter.png?w=1080&#038;ssl=1\" data-recalc-dims=\"1\" \/><\/a>[\/et_pb_code][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez l&rsquo;impact d\u2019un mauvais signalement d\u2019incident sur un logiciel m\u00e9tier et 6 conseils pour \u00e9viter ce pi\u00e8ge.<\/p>\n","protected":false},"author":18,"featured_media":41891,"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":"","spay_email":"","footnotes":""},"categories":[3747],"tags":[],"class_list":["post-41829","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-ticketing"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v16.7 - 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