Help desk et ticketsNOUVEAU
Assistez vos clients dans une console à trois panneaux, à la manière des meilleurs help desks : à gauche, des vues enregistrées avec un compteur (non attribués, à moi, en retard) ; au centre, la file avec recherche, tri et actions groupées ; à droite, la colonne de contexte client avec des horloges SLA en temps réel et un panneau IA de ticket qui classe le sujet, lit le sentiment, indique les tickets similaires et suggère des articles. L'email entrant se transforme de lui-même en ticket, des automatisations basées sur les événements et le temps font avancer la file, le routage envoie chaque sujet à la bonne équipe, les macros répondent en un clic et le CSAT mesure le service à la clôture. Les incidents regroupent des tickets sous une page de statut publique, et vous exportez les rapports en PDF et XLSX. Le tout lié à la fiche client, sans aucun autre outil.
- Console à trois panneaux : vues enregistrées avec compteur, file avec recherche, tri et actions groupées, et colonne de contexte client.
- Horloges SLA en temps réel par ticket : l'horloge ne tourne que pendant les heures ouvrées et alerte avant de dépasser le délai.
- Panneau IA de ticket : classification, sentiment, tickets similaires et articles suggérés à côté de la conversation.
- Incidents avec page de statut publique et export de rapports en PDF et XLSX.
- Parent and child cases: one ticket can hang off another, with the full tree inside the ticket itself and a warning before you close a parent that still has an open child.
- Rule-based auto-replies: channel, category, priority, business hours, first customer message only and keywords, evaluated in order, and the first match wins.
- Outcome code at close: a short list you control, scoped to tickets, phone calls or both, with an optional required explanation and a report by outcome.
- Quick text in the composer: type :: and the start of a shortcut to drop in a ready phrase, from the personal, team and company libraries.
- Ticket email templates per event, language, category and queue, with a preview that shows which template won before anything goes out.
- Work tabs in the console: several cases open at the same time, each with its own draft and its own sub-tab.
- Scheduled follow-ups and reminders written in plain words, with the screen echoing the time that was saved, not the words you typed.
- A swarm session on the ticket: who was called, in what role, to answer which question, by when, and what was concluded.
- A supervision wallboard for whoever coordinates: queues, people and channels on a single screen that refreshes itself and separates what is about to breach in the next hour from what already breached.
- AI that acts under a policy: off by default; category and priority each set to off, suggest or automatic, and automatic only writes above the confidence threshold you define; a reply draft never goes out on its own and resolving is never automatic.
Gratuit dans Sellio, vous ne payez que la machine
Un help desk avec SLA, console et CSAT fait généralement l'objet d'un abonnement séparé. Dans Sellio, il est inclus avec le CRM : vous ne payez que la machine.
Aucune demande oubliée
Le SLA chronomètre chaque ticket pendant les heures ouvrées et alerte avant de dépasser le délai, pour que rien ne reste sans réponse.
Première réponse plus rapide
Les macros et les réponses suggérées par l'IA livrent le premier contact en quelques secondes, en conservant la voix de la marque.
L'agent voit le client dans son ensemble
Affaires, contrats et conversations passées apparaissent à côté du ticket, sans ouvrir un autre outil.
Moins de tickets, plus de self-service
Le centre d'aide public résout de lui-même les questions fréquentes et allège la file de l'équipe.
Le support dans le même système que le CRM : l'agent voit les affaires, les contrats et l'historique client sans changer d'onglet.
Des automatisations basées sur les événements et le temps, plus le routage automatique, font avancer la file d'elle-même.
Les réponses suggérées par l'IA accélèrent la première réponse sans perdre la voix de votre marque.
Un centre d'aide public répond aux questions fréquentes avant même qu'elles ne deviennent des tickets.
Une file qui se gère toute seule
Chaque ticket porte un SLA qui ne compte que pendant les heures ouvrées et alerte avant de dépasser le délai. Des automatisations basées sur les événements et le temps réattribuent, priorisent et font escalader, tandis que le routage envoie chaque sujet au bon groupe. L'agent se concentre sur la résolution, pas sur l'organisation de la file.
Tout le contexte sur un seul écran
Dans la console, la conversation avec le client se trouve à côté des notes internes de l'équipe et de tout son historique dans le CRM. Les macros appliquent réponses et actions en un clic et, à la clôture, l'enquête CSAT mesure la qualité du service.
La console à trois panneaux
À gauche se trouvent les vues enregistrées avec un compteur, pour savoir d'un coup d'œil combien de tickets sont non attribués, en retard ou à vous. Au centre, la file avec recherche, tri et actions groupées permet de réattribuer ou de clôturer plusieurs tickets à la fois. À droite, la colonne de contexte rassemble l'historique client, les horloges SLA en temps réel et le panneau IA de ticket, le tout sans quitter l'écran.
IA de ticket et incidents avec page de statut publique
Le panneau IA classe le sujet, lit le sentiment, affiche les tickets similaires et suggère des articles de la base de connaissances, pour que l'agent réponde plus vite et avec du contexte. Lorsqu'un événement plus important survient, les tickets se regroupent en un incident avec une page de statut publique, et vous exportez les rapports en PDF et XLSX pour les partager avec ceux qui en ont besoin.
Parent and child cases
A ticket can hang off another one. Point it at the parent and the children show up in a list inside the ticket itself, with the whole tree in view. The guards are real: the system refuses a loop, where A is the parent of B which is the parent of A, refuses a chain that runs too deep, and warns you when you try to close a parent that still has an open child. It fits the incident that spawns several tickets: you work the parent and see everything that depends on it.
Auto-replies became rules
It used to be one fixed text for every ticket that arrived. Now they are rules evaluated in order, and the first match wins: conditions on channel, category, priority, business hours, first customer message only and keywords, each with its own text. There is also the silent rule, which matches and deliberately says nothing, for the subject where any automatic reply gets in the way. The loop guard cannot be turned off: replying to an automated mailbox is two answering machines talking to each other forever. And anyone who never created a rule stays exactly as they were, with the single text they always had.
Outcome codes at close
Resolving a ticket used to mean free text in the Resolution field. That describes what happened, but it does not classify: two agents tell the same outcome ten different ways, and nobody can answer how many cases this month were a product defect and how many were a customer configuration mistake. Category does not solve it, because category classifies the subject at intake, not the outcome at the end. Now the outcome is a short list you control, in Settings. Each code has a label, a scope (ticket, phone call, or both, so the same vocabulary serves both channels instead of two lists saying the same thing) and a switch for requiring an explanation, for codes like "Other", which on its own explains nothing. There is a report by outcome, and the requirement to fill it in can be turned on. Three decisions matter. Turning the requirement on before any code exists blocks nothing, otherwise every ticket in the company would stop closing the day someone ticked the box, with nothing to pick. The requirement is enforced by the server, not by the screen, so closing from the list, from a macro, from the API or from the terminal goes through the same check. And a code already in use cannot be deleted, only deactivated: deleting it would take with it the meaning of every ticket closed under it, and the old reports would quietly start lying.
Quick text behind a typed shortcut
The only ready-made text in the console was the macro, and a macro also applies a status and a priority: dropping in a phrase changed the ticket without anyone asking for it. Quick text writes nothing but the text, which is why it can be light and personal. In the composer, type :: and the start of a shortcut to narrow the list, or :: on its own to see the whole library. There are three libraries, personal (only you see it), team and company, and the one closest to you wins, so you can keep your own version of ::hi without changing the house standard. A shortcut has no spaces and no colon and fits in 40 characters; the search ignores case and accents and looks at the shortcut, then the title, then the folder, never the body; and the order is always the same, so you never pick the wrong phrase from muscle memory. The phrases accept the same variables as macros, filled in at send time. Whoever administers can generate a starter company library, and running it again duplicates nothing and never overwrites what you rewrote.
The ticket email in the reader’s language
Five moments of the ticket can carry a text of your own: opened, updated, resolved, survey and closure. Each template is written in one language and can be restricted to a category, to a queue, or to both. The choice is declared and it runs in this order: the system first decides what to say, visiting the families from the most specific to the most generic (queue and category, then queue, then category, then the generic one), and only then in which language to say it, with the exact language first, then the same base language, then the reserve language. The language that counts is the requester’s, the person who reads it, not the agent’s. A family with none of those three languages is skipped: sending the generic text in the reader’s language beats sending the right text in a language they do not read. The preview shows which template won and in which language before anything goes out. And if you register nothing, nothing changes: with no template the ticket behaves exactly as it does today, so you can adopt this one queue at a time.
Several cases open, no draft lost
The console used to open one case at a time, and picking another replaced the previous one: whoever works in volume keeps three or four cases going and lost the draft at every switch. Now there is a tab bar above the conversation. A single click opens a preview tab, in italics, and the next preview takes its place, so browsing a queue of twenty cases does not open twenty tabs; writing in it or pinning it makes the tab permanent. The same case never opens twice, a blue dot marks a written and unsent reply, and each tab remembers the sub-tab you were on. Up to eight tabs: above that the oldest tab with no draft is dropped, and if every tab has a draft the limit gives way, because losing written work is worse than a long bar. Close saved takes the tabs with no draft and keeps the ones that have one. The tabs live in your own browser, on this device.
When the case does not end today
Two ways out, and neither is a note on the side. A scheduled follow-up is a task about the ticket: it can go to someone else and it shows in the day’s list like any other task; a reminder is always yours. You write when in your own words, "tomorrow 9am", "in 2 hours", "friday", in the ten languages of the product: a day with no time becomes 9 a.m. in the organization’s time zone, a duration keeps the current time of day, a time that has already passed goes to the next day, a day in the past is refused instead of guessed, and nothing goes further than 365 days. The screen echoes the time that was saved, not the words you typed, and says so when it assumed 9 a.m. or pushed the deadline to tomorrow. The swarm session, in turn, is the record of calling people in: who joined, in what role, to answer which question and by when. There is one open session per ticket; reporter and scribe are single seats, expert has no limit, and whoever is called gets a notice carrying the reason and starts following the ticket. Closing requires saying what was concluded, and that outcome goes back to the ticket as an internal note, so the next agent reads it without opening anything else. The swarm records the session, it does not open a Slack channel and does not start a video call: the conversation keeps happening where it already happens.
The supervision wallboard, made to live on a TV
It is the same operation seen by whoever coordinates, not by whoever answers. One screen, refreshing itself every 20 seconds, with big numbers and a traffic light, so it reads from five meters away. At the top, the headline: open, unassigned, waiting for a reply, what already breached, what is about to breach, and how many people are actually available. Below it, the queues ordered by what hurts first, the people with whoever is drowning at the top, the channels, and the trail of the latest assignments. Two readings the product could not give before. The first is the difference between "about to breach in the next hour" and "breached": a board that only shows the fire arrives late, so what can still be saved shows up in amber, and the window is yours, from 30 minutes to 4 hours. The second is the queue stranded by a skill: when a queue requires a skill nobody on the roster has, routing leaves the item unassigned on purpose, and from the outside "nobody has picked it up yet" and "nobody can pick it up" look identical. The board turns that queue red, because it is configuration waiting for people, not a system failure, and only whoever coordinates can fix it. The board is read-only: it points, it does not reassign. It belongs to whoever administers, because it shows every person’s workload. And when the deadline math looked at a sample instead of the whole, it says so on the screen instead of pretending completeness.
AI that acts, inside a policy you write
The AI panel always suggested; now it can write to the ticket, and the dial for how much it writes is yours, in Settings. Everything starts off. Once on, each of the two fields the AI can reach, category and priority, has its own mode: off, suggest or automatic. Only those two: resolve, close and reply are not on the list, and no mode includes them. In automatic, the AI only writes when confidence clears the threshold you set (80% by default), when the current value was filled by the form and not by a person (unless you allow overwriting) and while the daily cap on autonomous actions has not been reached; otherwise it goes back to suggesting, with the reason written next to it: low confidence, human value kept, cap reached. The cap is shared with the Copilot, so how much the AI has already acted today is a single count, and when it hits, the policy screen and the ticket say so instead of stopping silently. The proposed category has to be one of the options in your field; anything that matches none is discarded, never written. A reply draft is always a suggestion: accepting it puts the text in the composer, and sending remains your click. Every decision, act or suggest, is recorded on the ticket and in the audit trail, and you can ask it to classify now by hand, with the same policy in charge.
- 1
Connectez l'email de support : les messages entrants deviennent des tickets dans la file.
- 2
Définissez le SLA, les heures ouvrées, les groupes et les règles de routage.
- 3
Traitez-le dans la console avec conversation, notes internes, macros et réponses suggérées par l'IA.
- 4
Clôturez le ticket, recueillez le CSAT et publiez les réponses fréquentes dans le centre d'aide.
Email client à 22 h
Le message devient immédiatement un ticket, le routage l'envoie au bon groupe et le SLA commence à compter aux prochaines heures ouvrées.
Une question qui revient chaque semaine
Une macro répond et clôture en un clic ; si elle est très courante, l'article du centre d'aide la résout avant même que le ticket ne soit créé.
Un client mécontent et pressé
Une automatisation basée sur le temps priorise et fait escalader le cas, et la console affiche tout l'historique pour que l'agent réponde avec du contexte.
The customer asked you to come back after month-end
You write "friday 9am" on the ticket, the follow-up becomes a task linked to it, and the screen confirms the time that was actually saved.
The case stalls and needs a specialist
You open a swarm session with the reason and the deadline, call the people you need, and what was concluded comes back to the ticket as an internal note.
Ai-je besoin d'un autre outil de help desk ?
Non. Le support tourne dans le même système que le CRM, l'agent voyant affaires, contrats et historique client sans changer d'onglet.
Le SLA compte-t-il en dehors des heures ouvrées ?
Non, l'horloge SLA ne tourne que pendant les heures ouvrées et alerte avant de dépasser le délai.
L'IA répond-elle à ma place ?
Elle ne remplace pas l'agent ; le panneau IA classe le sujet, lit le sentiment, affiche les tickets similaires et suggère des articles pour accélérer la réponse.
Comment fonctionne la console à trois panneaux ?
À gauche se trouvent les vues enregistrées avec un compteur, au centre la file avec recherche et actions groupées, et à droite le contexte client avec SLA et IA.
Puis-je gérer un incident plus important et exporter des rapports ?
Oui, les tickets liés se regroupent en un incident avec une page de statut publique, et vous exportez les rapports en PDF et XLSX.
Comment un email client devient-il automatiquement un ticket ?
Le message entrant devient de lui-même un ticket et le routage envoie le sujet à la bonne équipe, sans travail manuel.
Que font les automatisations basées sur les événements et le temps ?
Elles réattribuent, priorisent et font escalader les tickets d'elles-mêmes, faisant avancer la file sans que l'agent ait à l'organiser.
Y a-t-il une enquête de satisfaction client ?
Oui, le CSAT mesure la qualité du service dès que le ticket est clôturé.
Cela réduit-il le volume de tickets entrants ?
Oui, le centre d'aide public répond aux questions fréquentes avant même qu'elles ne deviennent des tickets, allégeant la file.
What is the difference between quick text and a macro?
A macro also applies a status and a priority; quick text only drops in the phrase, without touching the ticket, and it sits behind a shortcut you type after ::.
Do I have to register email templates for support to work?
No. With no template registered nothing changes, so you can adopt it one queue at a time.
Can an agent work several tickets at the same time?
Yes, the console has work tabs: up to eight cases open, each with its own draft and its own sub-tab, and Close saved never carries a written reply away with it.