{"id":32951,"date":"2024-11-08T10:51:28","date_gmt":"2024-11-08T09:51:28","guid":{"rendered":"https:\/\/www.smcconsulting.be\/freshservice-ticketing-managing-service-tickets-efficiently\/"},"modified":"2026-02-19T10:24:24","modified_gmt":"2026-02-19T09:24:24","slug":"freshservice-ticketing-managing-service-tickets-efficiently","status":"publish","type":"post","link":"https:\/\/www.smcconsulting.be\/fr\/freshservice-ticketing-managing-service-tickets-efficiently\/","title":{"rendered":"Freshservice ticketing : managing service tickets efficiently"},"content":{"rendered":"<p class=\"wp-block-yoast-seo-estimated-reading-time yoast-reading-time__wrapper\"><span class=\"yoast-reading-time__icon\"><svg aria-hidden=\"true\" focusable=\"false\" data-icon=\"clock\" width=\"20\" height=\"20\" fill=\"none\" stroke=\"currentColor\" style=\"display:inline-block;vertical-align:-0.1em\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 24 24\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M12 8v4l3 3m6-3a9 9 0 11-18 0 9 9 0 0118 0z\"><\/path><\/svg><\/span><span class=\"yoast-reading-time__spacer\" style=\"display:inline-block;width:1em\"><\/span><span class=\"yoast-reading-time__descriptive-text\">Estimated reading time: <\/span><span class=\"yoast-reading-time__reading-time\">1<\/span><span class=\"yoast-reading-time__time-unit\"> minute<\/span><\/p>\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\">\n<h2>Table of contents<\/h2>\n<ul>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-qu-est-ce-que-l-itsm-ticketing\" data-level=\"2\">Qu\u2019est-ce que l\u2019ITSM Ticketing ?<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-cycle-de-vie-d-un-ticket-informatique\" data-level=\"2\">Cycle de vie d&#8217;un ticket informatique<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-l-importance-d-une-gestion-centralisee-des-tickets\" data-level=\"2\">L\u2019importance d\u2019une gestion centralis\u00e9e des tickets<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-optimisation-des-services-it-par-le-ticketing-itsm\" data-level=\"2\">Optimisation des services IT par le ticketing ITSM<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-itsm-ticketing-une-base-pour-un-support-client-ameliore\" data-level=\"2\">ITSM ticketing : une base pour un support client am\u00e9lior\u00e9<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-pourquoi-freshservice-est-il-la-solution-de-ticketing-ideale-pour-les-entreprises\" data-level=\"2\">Pourquoi Freshservice est-il la solution de ticketing id\u00e9ale pour les Entreprises ?<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-pourquoi-choisir-freshservice-pour-votre-systeme-de-ticketing-itsm\" data-level=\"2\">Pourquoi choisir Freshservice pour votre syst\u00e8me de ticketing ITSM ?<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-comment-smc-consulting-vous-accompagne-dans-l-integration-de-freshservice\" data-level=\"2\">Comment SMC Consulting vous accompagne dans l\u2019int\u00e9gration de Freshservice ?<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-les-avantages-de-freshservice-pour-differents-cas-d-utilisation\" data-level=\"2\">Les avantages de Freshservice pour diff\u00e9rents cas d\u2019utilisation<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"#h-freshservice-l-outil-de-ticketing-itsm-incontournable-pour-les-entreprises\" data-level=\"2\">Freshservice, l\u2019outil de Ticketing ITSM incontournable pour les entreprises<\/a><\/li>\n<\/ul>\n<\/div>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<p>Dans un environnement o\u00f9 l&#8217;efficacit\u00e9 op\u00e9rationnelle et la satisfaction des utilisateurs sont devenues des \u00e9l\u00e9ments strat\u00e9giques, la gestion des tickets de service est essentielle pour garantir un support IT fluide et r\u00e9actif. Freshservice, solution innovante de gestion des services informatiques (ITSM), permet aux entreprises de centraliser, prioriser et r\u00e9soudre efficacement les demandes internes et incidents. Mais comment maximiser l&#8217;utilisation de Freshservice pour am\u00e9liorer la performance des services IT et assurer un support client de qualit\u00e9 ?<\/p>\n<p>Chez SMC Consulting, partenaire certifi\u00e9 Freshworks, nous mettons \u00e0 profit plus de 25 ans d&#8217;expertise pour accompagner nos clients dans l&#8217;impl\u00e9mentation et l&#8217;optimisation de Freshservice. Notre objectif : garantir une gestion des tickets align\u00e9e sur les besoins de chaque entreprise. Dans cet article, nous explorerons en profondeur comment Freshservice r\u00e9volutionne la gestion des tickets IT, en offrant des r\u00e9ponses pratiques et des outils efficaces pour am\u00e9liorer le support et l&#8217;efficacit\u00e9 op\u00e9rationnelle de votre organisation.<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-qu-est-ce-que-l-itsm-ticketing\"><strong>Qu\u2019est-ce que l\u2019ITSM Ticketing ?<\/strong><\/h2>\n<p>Avant de plonger plus profond\u00e9ment dans les avantages de Freshservice, il est essentiel de bien comprendre ce qu&#8217;est l&#8217;ITSM Ticketing. ITSM, ou &#8220;Information Technology Service Management&#8221;, d\u00e9signe l&#8217;ensemble des activit\u00e9s qu&#8217;une organisation met en place pour concevoir, d\u00e9ployer, g\u00e9rer et am\u00e9liorer ses services informatiques afin de r\u00e9pondre aux besoins des utilisateurs internes et externes. C\u2019est une discipline strat\u00e9gique qui a pour but d\u2019aligner les services IT sur les objectifs de l\u2019entreprise, en offrant des solutions et des services IT qui ajoutent une r\u00e9elle valeur \u00e0 chaque d\u00e9partement de l\u2019organisation.<\/p>\n<p>L&#8217;ITSM ticketing est une composante cruciale de ce processus, car il permet de g\u00e9rer de mani\u00e8re centralis\u00e9e et organis\u00e9e toutes les demandes des utilisateurs, les incidents, les probl\u00e8mes et les changements au sein de l&#8217;infrastructure IT. Le ticketing ITSM va bien au-del\u00e0 de la simple gestion des demandes ; il englobe la tra\u00e7abilit\u00e9, la priorisation, l&#8217;affectation et la r\u00e9solution des tickets, permettant ainsi une gestion proactive des services informatiques.<\/p>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div class=\"banner\">\n<div class=\"banner-image\">\n        <img decoding=\"async\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/10\/Transformation-Digitale-min.png\" alt=\"Pensive woman\">\n    <\/div>\n<div class=\"banner-text\">\n<div>Vous souhaitez acc\u00e9l\u00e9rer votre transformation num\u00e9rique ?<\/div>\n<p>SMC Consulting vous propose des solutions de pointe qui automatisent vos op\u00e9rations et renforcent votre engagement client.<\/p>\n<p><a style=\"color: #62aab7; text-decoration: none;\" href=\"https:\/\/www.smcconsulting.be\/fr\/reserver-une-reunion\/\" class=\"cta-button\">Consultation gratuite<\/a><\/p>\n<style>\n<p>    .banner {\n        margin-top:10px;\n        display: flex;\n        align-items: center;\n        background-color: white;\n        border: 3px solid #22259f;\n        padding: 20px;\n        border-radius: 20px;\n    }<\/p>\n<p>    .banner-image img {\n        width: 160px; \/* Ajustez selon la taille de votre image *\/\n        border-radius: 50%;\n        margin-right: 20px;\n    }<\/p>\n<p>    .banner-text div { \n        color: #22259f;\n        font-size: 30px;\n        font-weight: bold;\n        margin: 0 0 10px 0;\n    }<\/p>\n<p>    .banner-text p {\n        color: #283237;\n        font-size: 18px;\n    }<\/p>\n<p>    .cta-button {\n        background-color: #5a97a7; \/* Ajustez la couleur du bouton si n\u00e9cessaire *\/\n        color: white;\n        border: none;\n        padding: 20px 20px;\n        text-align: center;\n        text-decoration: none;\n        display: inline-block;\n        font-size: 18px;\n        margin: 10px 0;\n        cursor: pointer;\n        border-radius: 40px;\n    }<\/p>\n<p>    .cta-button:hover {\n        background-color: #22259f; \/* Bleu l\u00e9g\u00e8rement plus clair pour le survol *\/\n    }\n<\/style>\n<\/p>\n<\/div>\n<\/div>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 class=\"wp-block-heading\" id=\"h-cycle-de-vie-d-un-ticket-informatique\">Cycle de vie d&#8217;un ticket informatique<\/h2>\n<p>L&#8217;ITSM ticketing fonctionne comme un syst\u00e8me de gestion des tickets qui enregistre chaque demande ou probl\u00e8me rencontr\u00e9 par un utilisateur. Chaque demande, souvent appel\u00e9e &#8220;ticket informatique&#8221;, suit un cycle de vie qui commence au moment o\u00f9 un probl\u00e8me est signal\u00e9 ou une demande est faite, et qui se termine \u00e0 sa r\u00e9solution compl\u00e8te. Voici les \u00e9tapes typiques du cycle de vie d&#8217;un ticket ITSM :<\/p>\n<h3 class=\"wp-block-heading\"><strong>1. Cr\u00e9ation du ticket informatique<\/strong> :<\/h3>\n<p>Le ticket informatique est g\u00e9n\u00e9r\u00e9 lorsqu&#8217;un utilisateur signale un incident ou soumet une demande de service. Cela peut se faire via diff\u00e9rents canaux, tels qu&#8217;un portail de support, un mail, un appel t\u00e9l\u00e9phonique, ou m\u00eame des chatbots.<\/p>\n<h3 class=\"wp-block-heading\">2. Enregistrement et classification :<\/h3>\n<p>Le ticket informatique est ensuite enregistr\u00e9 dans le syst\u00e8me de gestion ITSM et class\u00e9 selon sa nature (incident, demande de service, probl\u00e8me, etc.). La classification est essentielle pour s&#8217;assurer que le ticket est trait\u00e9 par le bon agent IT en fonction de son expertise.<\/p>\n<h3 class=\"wp-block-heading\">3. Priorisation :<\/h3>\n<p>Une fois enregistr\u00e9, le ticket informatique est prioris\u00e9 en fonction de son niveau d&#8217;importance et de son impact sur l&#8217;entreprise. Les incidents critiques, par exemple, re\u00e7oivent une priorit\u00e9 \u00e9lev\u00e9e, car ils peuvent avoir des cons\u00e9quences importantes sur la continuit\u00e9 des activit\u00e9s.<\/p>\n<h3 class=\"wp-block-heading\">4. Affectation :<\/h3>\n<p>Le ticket informatique est ensuite assign\u00e9 \u00e0 un agent ou une \u00e9quipe sp\u00e9cifique qui poss\u00e8de les comp\u00e9tences n\u00e9cessaires pour traiter la demande. Une bonne r\u00e9partition des tickets informatiques garantit que chaque probl\u00e8me est trait\u00e9 par le bon technicien, r\u00e9duisant les d\u00e9lais de r\u00e9solution.<\/p>\n<h3 class=\"wp-block-heading\">5. Diagnostic et r\u00e9solution :<\/h3>\n<p>L&#8217;agent affect\u00e9 au ticket informatique entreprend des actions de diagnostic pour identifier la cause du probl\u00e8me et appliquer une solution. Cela peut n\u00e9cessiter la collaboration de plusieurs \u00e9quipes en fonction de la complexit\u00e9 de l\u2019incident.<\/p>\n<h3 class=\"wp-block-heading\">6. Suivi et mise \u00e0 jour :<\/h3>\n<p>Durant le processus de r\u00e9solution, l&#8217;agent met r\u00e9guli\u00e8rement \u00e0 jour le ticket avec les actions entreprises, les observations, et les \u00e9tapes restantes. Cette transparence est essentielle pour les utilisateurs, qui peuvent suivre la progression de leur demande.<\/p>\n<h3 class=\"wp-block-heading\">7. Cl\u00f4ture du ticket informatique&nbsp;:<\/h3>\n<p>Une fois la demande r\u00e9solue ou le probl\u00e8me r\u00e9gl\u00e9, le ticket informatique est ferm\u00e9. Le syst\u00e8me ITSM enregistre alors la solution, permettant de g\u00e9n\u00e9rer des rapports, d&#8217;identifier des tendances et de d\u00e9velopper des actions correctives pour pr\u00e9venir des incidents similaires \u00e0 l\u2019avenir.<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-l-importance-d-une-gestion-centralisee-des-tickets\">L\u2019importance d\u2019une gestion centralis\u00e9e des tickets<\/h2>\n<p>Le principal objectif du syst\u00e8me ITSM ticketing est de centraliser les demandes IT. Cette centralisation permet non seulement de mieux organiser les processus, mais aussi d&#8217;am\u00e9liorer la transparence et la collaboration entre les \u00e9quipes. Chaque ticket contient des informations d\u00e9taill\u00e9es sur l&#8217;incident ou la demande, les actions entreprises, les personnes impliqu\u00e9es, ainsi que des notes et des enregistrements pour r\u00e9f\u00e9rence future. Cela r\u00e9duit les risques de perte d&#8217;information et permet aux \u00e9quipes IT de fonctionner de mani\u00e8re coh\u00e9rente et coordonn\u00e9e.<\/p>\n<p>Un bon syst\u00e8me de ticketing ITSM, comme Freshservice, garantit que chaque demande est trait\u00e9e de mani\u00e8re professionnelle et dans les d\u00e9lais impartis. Cette approche centralis\u00e9e facilite \u00e9galement la communication entre les utilisateurs et les \u00e9quipes IT. Les utilisateurs peuvent \u00eatre inform\u00e9s en temps r\u00e9el des mises \u00e0 jour sur leurs tickets, tandis que les \u00e9quipes IT disposent de toutes les informations n\u00e9cessaires pour apporter une solution de mani\u00e8re efficace.<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-optimisation-des-services-it-par-le-ticketing-itsm\">Optimisation des services IT par le ticketing ITSM<\/h2>\n<p>L&#8217;ITSM ticketing est un outil de pilotage essentiel pour l&#8217;optimisation des services IT. Avec un syst\u00e8me de ticketing performant, les \u00e9quipes IT peuvent facilement identifier des tendances \u00e0 partir des incidents enregistr\u00e9s. Par exemple, des incidents r\u00e9currents peuvent indiquer des probl\u00e8mes sous-jacents n\u00e9cessitant une attention proactive, comme une d\u00e9faillance mat\u00e9rielle ou des probl\u00e8mes logiciels qui affectent plusieurs utilisateurs.<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Analyse des Tendances<\/strong> : En analysant les tickets ouverts, les \u00e9quipes peuvent identifier des points de d\u00e9faillance fr\u00e9quents et proposer des am\u00e9liorations au syst\u00e8me IT. Cela permet de traiter la cause profonde des incidents plut\u00f4t que de simplement r\u00e9soudre les sympt\u00f4mes.<\/li>\n<li><strong>Automatisation des Processus<\/strong> : Gr\u00e2ce aux fonctionnalit\u00e9s d&#8217;automatisation, les t\u00e2ches r\u00e9p\u00e9titives peuvent \u00eatre \u00e9limin\u00e9es. Par exemple, les incidents mineurs peuvent \u00eatre automatiquement assign\u00e9s \u00e0 un agent sp\u00e9cifique, ou certaines actions correctives peuvent \u00eatre appliqu\u00e9es automatiquement selon des r\u00e8gles pr\u00e9d\u00e9finies. Cette automatisation permet aux agents de se concentrer sur des incidents plus complexes, am\u00e9liorant ainsi leur productivit\u00e9.<\/li>\n<li><strong>Rapports et Mesures de Performance (KPI)<\/strong> : Un autre avantage du ticketing ITSM est la capacit\u00e9 \u00e0 g\u00e9n\u00e9rer des rapports d\u00e9taill\u00e9s sur la gestion des tickets. Les responsables IT peuvent suivre les indicateurs de performance cl\u00e9s, comme le temps moyen de r\u00e9solution, le taux de tickets r\u00e9solus au premier contact, et bien plus. Ces m\u00e9triques aident les entreprises \u00e0 \u00e9valuer l&#8217;efficacit\u00e9 de leur service IT et \u00e0 identifier des axes d&#8217;am\u00e9lioration.<\/li>\n<\/ul>\n<h2 class=\"wp-block-heading\" id=\"h-itsm-ticketing-une-base-pour-un-support-client-ameliore\">ITSM ticketing : une base pour un support client am\u00e9lior\u00e9<\/h2>\n<p>L&#8217;ITSM ticketing ne profite pas seulement aux \u00e9quipes IT ; il am\u00e9liore \u00e9galement l&#8217;exp\u00e9rience globale des utilisateurs, qu&#8217;ils soient internes (collaborateurs) ou externes (clients). Les utilisateurs finaux b\u00e9n\u00e9ficient d&#8217;une meilleure transparence, d&#8217;une communication continue et de d\u00e9lais de r\u00e9ponse r\u00e9duits. Avec une base de connaissances int\u00e9gr\u00e9e, les utilisateurs peuvent \u00e9galement trouver des r\u00e9ponses par eux-m\u00eames, ce qui r\u00e9duit le nombre de tickets et am\u00e9liore la satisfaction.<\/p>\n<p>Par exemple, lorsqu&#8217;un utilisateur rencontre un probl\u00e8me avec une application, il peut soumettre un ticket via un portail ou une application de support. L\u2019\u00e9quipe IT re\u00e7oit imm\u00e9diatement cette demande, la priorise en fonction de sa criticit\u00e9 et commence le diagnostic. Le ticketing ITSM permet de r\u00e9duire les temps d\u2019attente, d\u2019optimiser l\u2019allocation des ressources, et de garantir que chaque probl\u00e8me re\u00e7oit l\u2019attention n\u00e9cessaire.<\/p>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div class=\"banner2\">\n<div class=\"banner-image2\">\n        <img decoding=\"async\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/10\/freshservice-img-01-1017x1024-1.webp\" alt=\"Freshservice\">\n    <\/div>\n<div class=\"banner-text2\">\n<div>Get a personalized Freshservice demo<\/div>\n<p>As a certified Freshworks partner, SMC Consulting guides you through Freshservice ITSM capabilities.<\/p>\n<p><a style=\"color: #62aab7; text-decoration: none;\" href=\"https:\/\/www.smcconsulting.be\/book-a-meeting\/\" class=\"cta-button\">Obtenir une d\u00e9mo gratuite<\/a><\/p>\n<style>\n<p>    .banner2 {\n        margin-top:10px;\n        display: flex;\n        align-items: center;\n        background-color: white;\n        border: 3px solid #22259f;\n        padding: 20px;\n        border-radius: 20px;\n    }<\/p>\n<p>    .banner-image2 img {\n        width: 160px; \/* Ajustez selon la taille de votre image *\/\n        border-radius: 50%;\n        margin-right: 20px;\n    }<\/p>\n<p>    .banner-text2 div { \n        color: #22259f;\n        font-size: 30px;\n        font-weight: bold;\n        margin: 0 0 10px 0;\n    }<\/p>\n<p>    .banner-text2 p {\n        color: #283237;\n        font-size: 18px;\n    }<\/p>\n<p>    .cta-button {\n        background-color: #5a97a7; \/* Ajustez la couleur du bouton si n\u00e9cessaire *\/\n        color: white;\n        border: none;\n        padding: 20px 20px;\n        text-align: center;\n        text-decoration: none;\n        display: inline-block;\n        font-size: 18px;\n        margin: 10px 0;\n        cursor: pointer;\n        border-radius: 40px;\n    }<\/p>\n<p>    .cta-button:hover {\n        background-color: #22259f; \/* Bleu l\u00e9g\u00e8rement plus clair pour le survol *\/\n    }\n<\/style>\n<\/p>\n<\/div>\n<\/div>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 class=\"wp-block-heading\">Le r\u00f4le du ticketing ITSM dans l\u2019excellence op\u00e9rationnelle<\/h2>\n<p>L\u2019ITSM ticketing est bien plus qu\u2019un simple outil de suivi des demandes. Il est un pilier fondamental de l\u2019excellence op\u00e9rationnelle en permettant aux \u00e9quipes IT de fonctionner de mani\u00e8re proactive, organis\u00e9e et r\u00e9active. En g\u00e9rant efficacement les tickets tout au long de leur cycle de vie, les entreprises peuvent non seulement am\u00e9liorer l\u2019efficacit\u00e9 de leurs processus IT, mais \u00e9galement renforcer la qualit\u00e9 du service offert aux utilisateurs.<\/p>\n<p>Avec un syst\u00e8me comme Freshservice, le ticketing ITSM devient un moteur de croissance, permettant aux entreprises de tirer parti des meilleures pratiques pour am\u00e9liorer leur efficacit\u00e9, r\u00e9duire les co\u00fbts, et augmenter la satisfaction des utilisateurs finaux. En transformant les d\u00e9fis IT quotidiens en opportunit\u00e9s d&#8217;am\u00e9lioration continue, l\u2019ITSM ticketing est la cl\u00e9 pour maintenir une infrastructure stable et fournir des services \u00e0 la hauteur des attentes.<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-pourquoi-freshservice-est-il-la-solution-de-ticketing-ideale-pour-les-entreprises\"><strong>Pourquoi Freshservice est-il la solution de ticketing id\u00e9ale pour les Entreprises ?<\/strong><\/h2>\n<p>Freshservice est bien plus qu&#8217;un simple logiciel de gestion de tickets. Con\u00e7u sp\u00e9cifiquement pour les \u00e9quipes IT, il centralise la gestion des demandes, incidents et probl\u00e8mes en un seul endroit, facilitant ainsi le suivi et la r\u00e9solution rapide des tickets. Voici comment Freshservice se d\u00e9marque et pourquoi il est essentiel pour toute entreprise souhaitant professionnaliser son support IT et simplifier sa gestion de services.<\/p>\n<h3 class=\"wp-block-heading\">Un outil de gestion int\u00e9gr\u00e9 pour le service et le support IT<\/h3>\n<p>Freshservice int\u00e8gre plusieurs fonctionnalit\u00e9s pour vous aider \u00e0 g\u00e9rer efficacement les tickets de service. Contrairement aux outils de support client traditionnels, Freshservice adopte une approche ax\u00e9e sur l\u2019ITSM (gestion des services informatiques), ce qui en fait un choix id\u00e9al pour les entreprises cherchant \u00e0 optimiser leur environnement IT.<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Gestion des tickets multi-canal<\/strong> : Centralisez les demandes provenant de plusieurs canaux (email, portail, chat, t\u00e9l\u00e9phone) et simplifiez l&#8217;enregistrement des tickets.<\/li>\n<li><strong>Automatisation intelligente<\/strong> : Automatisez les processus r\u00e9p\u00e9titifs et am\u00e9liorez le flux de travail gr\u00e2ce \u00e0 des r\u00e8gles d\u2019automatisation, lib\u00e9rant ainsi vos agents des t\u00e2ches redondantes.<\/li>\n<li><strong>Base de connaissances int\u00e9gr\u00e9e<\/strong> : Permettez aux utilisateurs de trouver des r\u00e9ponses par eux-m\u00eames gr\u00e2ce \u00e0 une base de connaissances bien structur\u00e9e, r\u00e9duisant ainsi la charge de tickets.<\/li>\n<\/ul>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"663\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/gestion-ticket-1024x663.webp\" alt=\"freshservice automatisation\" class=\"wp-image-19384\" style=\"width:500px\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/gestion-ticket-1024x663.webp 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/gestion-ticket-300x194.webp 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/gestion-ticket-768x497.webp 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/gestion-ticket-1536x994.webp 1536w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/gestion-ticket-2048x1326.webp 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Les fonctionnalit\u00e9s cl\u00e9s de Freshservice pour une gestion efficace des tickets<\/h3>\n<p>Freshservice offre une gamme de fonctionnalit\u00e9s pour r\u00e9pondre aux besoins sp\u00e9cifiques des \u00e9quipes IT et des agents de support. Voici les principales fonctionnalit\u00e9s qui font de Freshservice un choix incontournable pour une gestion optimis\u00e9e des tickets.<\/p>\n<h4 class=\"wp-block-heading\">1. Gestion des Incidents : Traiter les probl\u00e8mes de mani\u00e8re rapide et organis\u00e9e<\/h4>\n<p>La gestion des incidents est au c\u0153ur de Freshservice. L\u2019outil permet aux agents de prioriser, d\u2019assigner et de r\u00e9soudre rapidement les tickets d\u2019incidents, en s&#8217;assurant que les probl\u00e8mes critiques re\u00e7oivent une attention imm\u00e9diate. Chaque incident est enregistr\u00e9 avec des informations d\u00e9taill\u00e9es, permettant aux \u00e9quipes de suivre son \u00e9volution en temps r\u00e9el.<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Priorisation automatique<\/strong> : Les tickets sont class\u00e9s automatiquement en fonction de leur priorit\u00e9, assurant ainsi une gestion efficace des incidents critiques.<\/li>\n<li><strong>Vue centralis\u00e9e des incidents<\/strong> : Visualisez tous les incidents sur un tableau de bord unique pour un suivi en temps r\u00e9el et une r\u00e9solution acc\u00e9l\u00e9r\u00e9e.<\/li>\n<\/ul>\n<h4 class=\"wp-block-heading\">2. Gestion des demandes de service : Simplifier les demandes IT<\/h4>\n<p>La gestion des demandes de service est une fonctionnalit\u00e9 essentielle de Freshservice, permettant aux utilisateurs de soumettre des requ\u00eates pour des services IT tels que l&#8217;acc\u00e8s \u00e0 des applications, des configurations de poste de travail ou des demandes sp\u00e9cifiques.<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Catalogue de services<\/strong> : Offrez aux utilisateurs un catalogue de services personnalisable pour simplifier la soumission de demandes standardis\u00e9es.<\/li>\n<li><strong>SLA (Service Level Agreement)<\/strong> : Configurez des accords de niveau de service pour chaque type de demande, garantissant que les d\u00e9lais de r\u00e9ponse sont respect\u00e9s.<\/li>\n<\/ul>\n<h4 class=\"wp-block-heading\">3. Gestion des probl\u00e8mes et des changements : Pr\u00e9venir et anticiper<\/h4>\n<p>Freshservice permet \u00e9galement une gestion proactive des probl\u00e8mes et des changements. Lorsque des incidents r\u00e9currents surviennent, Freshservice aide \u00e0 identifier la cause profonde et \u00e0 planifier des actions correctives. La gestion des changements permet de structurer et d\u2019organiser les modifications dans l&#8217;infrastructure IT, minimisant les interruptions.<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Analyse des causes profondes<\/strong> : Identifiez et documentez les probl\u00e8mes sous-jacents pour \u00e9viter les r\u00e9currences.<\/li>\n<li><strong>Processus de gestion des changements<\/strong> : Planifiez et approuvez les changements dans un flux de travail structur\u00e9, r\u00e9duisant ainsi les risques d\u2019interruption.<\/li>\n<\/ul>\n<h4 class=\"wp-block-heading\">4. Gestion des actifs et CMDB : Un contr\u00f4le total sur les ressources IT<\/h4>\n<p>Freshservice inclut une base de donn\u00e9es de gestion des configurations (CMDB) qui centralise tous les actifs IT de l\u2019entreprise. Cela permet aux \u00e9quipes de suivre chaque actif, depuis son enregistrement jusqu\u2019\u00e0 sa mise hors service, tout en g\u00e9rant les relations entre les diff\u00e9rents \u00e9l\u00e9ments de l\u2019infrastructure.<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Suivi des Actifs en Temps R\u00e9el<\/strong> : Assurez une visibilit\u00e9 totale sur les actifs, facilitant la gestion des ressources et la planification budg\u00e9taire.<\/li>\n<li><strong>Int\u00e9gration CMDB<\/strong> : Connectez chaque ticket ou probl\u00e8me aux actifs concern\u00e9s pour une vue d\u2019ensemble compl\u00e8te de l\u2019environnement IT.<\/li>\n<\/ul>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/Freshdesk-1-1024x1024.webp\" alt=\"freshservice gestion ticketing\" class=\"wp-image-19385\" style=\"width:500px\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/Freshdesk-1-1024x1024.webp 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/Freshdesk-1-300x300.webp 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/Freshdesk-1-150x150.webp 150w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/Freshdesk-1-768x768.webp 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/Freshdesk-1.webp 1416w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 class=\"wp-block-heading\" id=\"h-pourquoi-choisir-freshservice-pour-votre-systeme-de-ticketing-itsm\">Pourquoi choisir Freshservice pour votre syst\u00e8me de ticketing ITSM ?<\/h2>\n<p>L\u2019int\u00e9gration de Freshservice dans votre entreprise ne se limite pas \u00e0 la simple gestion des tickets. Elle vous aide \u00e0 structurer et \u00e0 professionnaliser votre service IT, en apportant des am\u00e9liorations tangibles en termes de rapidit\u00e9 de r\u00e9solution, de collaboration entre les \u00e9quipes et de satisfaction client.<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Automatisation Avanc\u00e9e<\/strong> : R\u00e9duisez les t\u00e2ches manuelles gr\u00e2ce \u00e0 l\u2019automatisation des workflows, permettant aux agents de se concentrer sur les probl\u00e8mes critiques.<\/li>\n<li><strong>Int\u00e9gration Multi-Outils<\/strong> : Freshservice s&#8217;int\u00e8gre facilement avec d&#8217;autres solutions comme Freshdesk, Jira, et des applications cloud populaires, garantissant un flux de travail fluide entre diff\u00e9rents syst\u00e8mes.<\/li>\n<li><strong>Exp\u00e9rience Utilisateur Optimis\u00e9e<\/strong> : L&#8217;interface conviviale de Freshservice permet une prise en main rapide, rendant l\u2019exp\u00e9rience utilisateur agr\u00e9able tant pour les agents que pour les utilisateurs finaux.<\/li>\n<\/ul>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"663\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/freshservice-ticketing-1024x663.webp\" alt=\"Freshservice ticketing\" class=\"wp-image-19386\" style=\"width:500px\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/freshservice-ticketing-1024x663.webp 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/freshservice-ticketing-300x194.webp 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/freshservice-ticketing-768x497.webp 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/freshservice-ticketing-1536x994.webp 1536w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/11\/freshservice-ticketing-2048x1326.webp 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 class=\"wp-block-heading\" id=\"h-comment-smc-consulting-vous-accompagne-dans-l-integration-de-freshservice\"><strong>Comment SMC Consulting vous accompagne dans l\u2019int\u00e9gration de Freshservice ?<\/strong><\/h2>\n<p>En tant que partenaire certifi\u00e9 Freshworks, SMC Consulting vous accompagne dans toutes les \u00e9tapes de l\u2019int\u00e9gration de Freshservice. Notre approche personnalis\u00e9e nous permet d\u2019adapter la solution \u00e0 vos besoins sp\u00e9cifiques et de maximiser son impact dans votre organisation.<\/p>\n<p><strong>Nos services d&#8217;accompagnement :<\/strong><\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Conseils d&#8217;achat et mise en oeuvre<\/strong>&nbsp;: Nous vous aidons \u00e0 identifier et \u00e0 choisir les solutions Freshservice les mieux adapt\u00e9es \u00e0 votre structure et \u00e0 vos objectifs.<\/li>\n<li><strong>Int\u00e9gration et personnalisation<\/strong> : Nous personnalisons l\u2019outil pour qu\u2019il s\u2019int\u00e8gre parfaitement \u00e0 vos processus internes, garantissant un fonctionnement optimal d\u00e8s le d\u00e9part.<\/li>\n<li><strong>Formation des \u00e9quipes<\/strong> : Nos programmes de formation assurent que vos agents ma\u00eetrisent rapidement les fonctionnalit\u00e9s de Freshservice.<\/li>\n<li><strong>Assistance et service apr\u00e8s-vente<\/strong> : Nous restons \u00e0 vos c\u00f4t\u00e9s apr\u00e8s la mise en place, assurant un suivi et un support continu pour r\u00e9pondre \u00e0 vos besoins.<\/li>\n<\/ul>\n<h2 class=\"wp-block-heading\" id=\"h-les-avantages-de-freshservice-pour-differents-cas-d-utilisation\"><strong>Les avantages de Freshservice pour diff\u00e9rents cas d\u2019utilisation<\/strong><\/h2>\n<p>Les entreprises de diff\u00e9rents secteurs adoptent Freshservice pour r\u00e9pondre \u00e0 des besoins sp\u00e9cifiques en mati\u00e8re de support et de gestion IT. Voici quelques exemples concrets d\u2019utilisation de Freshservice.<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Secteur Financier<\/strong> : Une banque a utilis\u00e9 Freshservice pour centraliser la gestion de ses actifs IT et automatiser la gestion des incidents, r\u00e9duisant ainsi le temps moyen de r\u00e9solution de 35 %.<\/li>\n<li><strong>\u00c9ducation<\/strong> : Une universit\u00e9 a impl\u00e9ment\u00e9 Freshservice pour rationaliser la gestion des demandes de service IT, offrant ainsi une assistance plus rapide aux \u00e9tudiants et au personnel.<\/li>\n<li><strong>Sant\u00e9<\/strong> : Un h\u00f4pital a int\u00e9gr\u00e9 Freshservice pour am\u00e9liorer la tra\u00e7abilit\u00e9 des \u00e9quipements m\u00e9dicaux, garantissant ainsi une disponibilit\u00e9 constante des actifs critiques.<\/li>\n<\/ul>\n<h2 class=\"wp-block-heading\" id=\"h-freshservice-l-outil-de-ticketing-itsm-incontournable-pour-les-entreprises\"><strong>Freshservice, l\u2019outil de Ticketing ITSM incontournable pour les entreprises<\/strong><\/h2>\n<p>Freshservice est bien plus qu\u2019un simple outil de gestion de tickets ; c\u2019est une solution compl\u00e8te qui permet d\u2019optimiser la gestion des services IT, d\u2019automatiser les processus, et de centraliser les informations pour une prise de d\u00e9cision \u00e9clair\u00e9e. En int\u00e9grant Freshservice, les entreprises peuvent non seulement am\u00e9liorer leur support IT, mais \u00e9galement r\u00e9duire les co\u00fbts et renforcer la satisfaction des utilisateurs.<\/p>\n<p>Pr\u00eat \u00e0 transformer votre gestion IT avec Freshservice ? <a style=\"color: #62aab7; text-decoration: none;\" href=\"https:\/\/www.smcconsulting.be\/book-a-meeting\/\">Contactez SMC Consulting<\/a> d\u00e8s aujourd&#8217;hui pour b\u00e9n\u00e9ficier d&#8217;une expertise certifi\u00e9e Freshworks et d\u2019un accompagnement sur mesure. Que vous souhaitiez optimiser votre syst\u00e8me de ticketing ou r\u00e9volutionner vos processus ITSM, nos experts sont l\u00e0 pour vous aider \u00e0 chaque \u00e9tape de votre transformation num\u00e9rique.<\/p>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<style>\n    .banner3 {\n        background-image: url('https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2024\/10\/blue-bottom-bg.webp'); \/* Remplacez par le chemin de votre image *\/\n        background-size: cover;\n        background-position: center;\n        border-radius: 10px;\n        padding: 40px;\n        color: white;\n        text-align: left;\n        font-family: Arial, sans-serif;\n        width: 100%; \/* ou la largeur sp\u00e9cifique que vous souhaitez *\/\n        box-sizing: border-box;\n    }<\/p>\n<p>    .banner3 p.title {\n        font-size: 2em; \/* Taille du titre *\/\n        color: #ffffff; \/* Couleur du texte du titre *\/\n        margin-bottom: 0.5em;\n    }<\/p>\n<p>    .banner3 p {\n        font-size: 1.2em; \/* Taille de la police du paragraphe *\/\n        line-height: 1.4;\n        margin-bottom: 1.5em;\n        max-width: 600px; \/* Limiter la largeur du texte pour une meilleure lisibilit\u00e9 *\/\n    }<\/p>\n<p>    .banner3 a {\n  font-size: 18px;\n        margin: 10px 0;\n        cursor: pointer;\n        display: inline-block;\n        background-color: #0056b3; \/* Couleur de fond du bouton *\/\n        color: #ffffff; \/* Couleur du texte du bouton *\/\n        padding: 20px 20px;\n        border-radius: 40px; \/* Bordures arrondies pour le bouton *\/\n        text-align: center;\n        text-decoration: none; \/* Enlever le soulignement du lien *\/\n        font-weight: bold;\n        box-shadow: 0 2px 5px rgba(0,0,0,0.2); \/* Ombre port\u00e9e pour un effet 3D *\/\n    }<\/p>\n<p>    .banner3 a:hover {\n        background-color: #004494; \/* Changement de couleur au survol *\/\n    }\n<\/style>\n<div class=\"banner3\">\n<p class=\"title\">Boost your operational efficiency with our tailored digital solutions!<\/p>\n<p>At SMC Consulting, we understand that every business is unique. That\u2019s why we offer customized solutions that fit your specific needs perfectly.<\/p>\n<p>Contact us today for a free needs assessment and start your journey toward operational excellence.<\/p>\n<p>    <a style=\"color: #62aab7; text-decoration: none;\" href=\"https:\/\/www.smcconsulting.be\/fr\/reserver-une-reunion\/\" target=\"_blank\" rel=\"noopener\">Book your free consultation<\/a>\n<\/div>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<ul class=\"wp-block-yoast-seo-related-links yoast-seo-related-links\">\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"https:\/\/www.smcconsulting.be\/freshservice-itsm-management\/\">Freshservice : l&#8217;outil essentiel pour un ITSM Management efficace<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"https:\/\/www.smcconsulting.be\/freshworks\/freshdesk-customer-support-software\/\">Freshdesk<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"https:\/\/www.smcconsulting.be\/decouvrir-itsm\/\">Qu\u2019est-ce que l&#8217;ITSM ?<\/a><\/li>\n<li><a style=\"color: #62aab7; text-decoration: none;\" href=\"https:\/\/www.smcconsulting.be\/integration-freshdesk-freshservice\/\">Int\u00e9gration de Freshdesk et Freshservice : Simplifier la gestion des tickets et des services<\/a><\/li>\n<li>Les meilleures pratiques pour optimiser la gestion de projet avec monday.com<\/li>\n<\/ul>\n<div style=\"height:21px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Estimated reading time: 1 minute Table of contents Qu\u2019est-ce que l\u2019ITSM Ticketing ? Cycle de vie d&#8217;un ticket informatique L\u2019importance d\u2019une gestion centralis\u00e9e des tickets Optimisation des services IT par le ticketing ITSM ITSM ticketing : une base pour un support client am\u00e9lior\u00e9 Pourquoi Freshservice est-il la solution de ticketing id\u00e9ale pour les Entreprises ?&hellip;<\/p>\n","protected":false},"author":2,"featured_media":32955,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_eb_attr":"","footnotes":""},"categories":[264,178,176,179,177,175],"tags":[266,246,181,289],"class_list":["post-32951","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-freshservice","category-gestion-des-actifs","category-gestion-des-incidents","category-gestion-des-problemes","category-gestion-du-changement","category-itsm","tag-freshservice","tag-freshworks","tag-itsm","tag-ticketing","category-264","category-178","category-176","category-179","category-177","category-175","description-off"],"_wp_attached_file":null,"_wp_attachment_metadata":null,"_wp_attachment_image_alt":null,"tiny_compress_images":null,"image_optimizer_metadata":null,"_elementor_inline_svg":null,"_elementor_source_image_hash":null,"_wp_attachment_backup_sizes":null,"_elementor_is_screenshot":null,"_source_url":null,"_customize_restore_dismissed":null,"_elementor_source":null,"_elementor_screenshot":null,"_elementor_location":null,"_elementor_priority":null,"_elementor_code":null,"_elementor_extra_options":null,"_menu_item_type":null,"_menu_item_menu_item_parent":null,"_menu_item_object_id":null,"_menu_item_object":null,"_menu_item_target":null,"_menu_item_classes":null,"_menu_item_xfn":null,"_menu_item_url":null,"_yoast_wpseo_meta-robots-noindex":null,"_yoast_wpseo_meta-robots-nofollow":null,"_yoast_wpseo_is_cornerstone":null,"_yoast_wpseo_schema_page_type":null,"_yoast_wpseo_schema_article_type":null,"_yoast_wpseo_twitter-image":null,"_yoast_wpseo_twitter-image-id":null,"_oembed_4e40b8f795b4bd64c1711346bd5a6cd2":null,"popup_title":null,"enabled":null,"popup_settings":null,"data_version":null,"popup_open_count":null,"popup_conversion_count":null,"popup_open_count_total":null,"popup_last_opened":null,"_pum_built_in":null,"_pum_default_theme":null,"popup_theme_data_version":null,"popup_theme_settings":null,"_yoast_wpseo_primary_category":264,"_wpb_vc_js_status":null,"_dt_sidebar_position":null,"_dt_sidebar_widgetarea_id":null,"_dt_sidebar_hide_on_mobile":null,"_dt_footer_show":null,"_dt_footer_widgetarea_id":null,"_dt_footer_hide_on_mobile":null,"_dt_header_title":null,"_dt_header_background":null,"_dt_header_background_below_slideshow":null,"_dt_header_transparent_bg_color":null,"_dt_header_transparent_bg_opacity":null,"_dt_header_transparent_bg_color_scheme":null,"_dt_post_options_back_button":null,"_dt_post_options_hide_thumbnail":null,"_dt_post_options_related_mode":null,"_dt_post_options_preview":null,"_dt_post_options_related_categories":null,"_dt_header_disabled_background":null,"_dt_header_disabled_transparent_bg_color":null,"_dt_header_disabled_transparent_bg_opacity":null,"_dt_header_disabled_transparent_bg_color_scheme":null,"_dt_header_transparent_top_bar_bg_color":null,"_dt_header_transparent_top_bar_bg_opacity":null,"_dt_header_disabled_transparent_top_bar_bg_color":null,"_dt_header_disabled_transparent_top_bar_bg_opacity":null,"_dt_page_overrides_top_margin":null,"_dt_page_overrides_bottom_margin":null,"_dt_page_overrides_right_margin":null,"_dt_page_overrides_left_margin":null,"_dt_mobile_page_padding_top":null,"_dt_mobile_page_padding_right":null,"_dt_mobile_page_padding_bottom":null,"_dt_mobile_page_padding_left":null,"inline_featured_image":null,"_dt_microsite_primary_menu":null,"_dt_microsite_split_left_menu":null,"_dt_microsite_split_right_menu":null,"_dt_microsite_mobile_menu":null,"the7_shortcodes_dynamic_css":null,"_oembed_53fe0466b99fb8c537a3e7675fff29b1":null,"_wpb_shortcodes_custom_css":null,"_wpb_shortcodes_custom_css_updated":null,"_oembed_962f49c37c23c82cc3e7792d0a2c55ff":null,"_oembed_time_962f49c37c23c82cc3e7792d0a2c55ff":null,"_oembed_0adc3375c397b53b4ef1adf0b6350f14":null,"_oembed_time_0adc3375c397b53b4ef1adf0b6350f14":null,"_yoast_wpseo_opengraph-image":null,"_yoast_wpseo_opengraph-image-id":null,"tpg-post-view-count":null,"_wp_desired_post_slug":null,"Freshservice Support : Optimisez votre ITSM %%page%% %%sep%% %%sitename%%":null,"Freshservice Support":null,"D\u00e9couvrez Freshservice, solution int\u00e9gr\u00e9e pour un support ITSM efficace. 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