{"id":31375,"date":"2026-08-19T21:27:50","date_gmt":"2026-08-19T19:27:50","guid":{"rendered":"https:\/\/www.firestorm.ch\/?p=31375"},"modified":"2026-08-19T19:29:17","modified_gmt":"2026-08-19T19:29:17","slug":"nouveau-portail-tickets-espace-client","status":"publish","type":"post","link":"https:\/\/www.firestorm.ch\/fr\/news\/nouveau-portail-tickets-espace-client\/","title":{"rendered":"Toutes les demandes au m\u00eame endroit : ton nouveau portail support"},"content":{"rendered":"<p>Par chat, e-mail, t\u00e9l\u00e9phone ou formulaire de ticket : jusqu&#8217;\u00e0 pr\u00e9sent, tes demandes \u00e0 notre support \u00e9taient r\u00e9parties sur diff\u00e9rents canaux, ce qui rendait le suivi plus difficile. C&#8217;est d\u00e9sormais termin\u00e9. Toutes les demandes arrivent maintenant de fa\u00e7on centralis\u00e9e chez nous, sont tri\u00e9es proprement et trait\u00e9es selon leur urgence, peu importe le canal par lequel elles nous parviennent.<\/p>\n<p>Pour que tu gardes toi aussi une vue d&#8217;ensemble aussi claire que notre \u00e9quipe, tu disposes d\u00e9sormais de ton nouveau <strong>portail support<\/strong> personnel. Tu le trouves dans l&#8217;espace client sous <strong>Support<\/strong>, ou directement sur <a href=\"https:\/\/admin.firestorm.ch\/tickets.php\" target=\"_blank\" rel=\"noopener\">admin.firestorm.ch\/tickets.php<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<h5 style=\"text-align: center\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167260_headset_19830930.jpg\" alt=\"Casque et t\u00e9l\u00e9phone support dans les bureaux FireStorm\" width=\"600\"><\/h5>\n<p>&nbsp;<\/p>\n<div style=\"display: flex; flex-wrap: wrap; gap: 22px; margin: 26px 0;\">\n<div style=\"flex: 1 1 300px; display: flex; gap: 14px; align-items: flex-start;\"><img decoding=\"async\" style=\"flex-shrink: 0; border-radius: 12px;\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167088_channels.png\" alt=\"Ic\u00f4ne pour les canaux de communication r\u00e9unis\" width=\"54\" height=\"54\" \/><\/p>\n<div><strong style=\"display: block; margin-bottom: 4px;\">Une seule bo\u00eete pour tous les canaux<\/strong>Que ce soit par chat, t\u00e9l\u00e9phone ou e-mail, tes demandes arrivent chez nous de fa\u00e7on centralis\u00e9e et ne se perdent plus.<\/div>\n<\/div>\n<div style=\"flex: 1 1 300px; display: flex; gap: 14px; align-items: flex-start;\"><img decoding=\"async\" style=\"flex-shrink: 0; border-radius: 12px;\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167088_priority.png\" alt=\"Ic\u00f4ne pour le traitement prioris\u00e9\" width=\"54\" height=\"54\" \/><\/p>\n<div><strong style=\"display: block; margin-bottom: 4px;\">Prioris\u00e9 proprement<\/strong>Les demandes urgentes sont identifi\u00e9es comme telles et trait\u00e9es en priorit\u00e9, quel que soit le canal par lequel elles arrivent.<\/div>\n<\/div>\n<div style=\"flex: 1 1 300px; display: flex; gap: 14px; align-items: flex-start;\"><img decoding=\"async\" style=\"flex-shrink: 0; border-radius: 12px;\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167088_history.png\" alt=\"Ic\u00f4ne pour l'historique complet du ticket\" width=\"54\" height=\"54\" \/><\/p>\n<div><strong style=\"display: block; margin-bottom: 4px;\">Historique complet<\/strong>Chaque r\u00e9ponse, qu&#8217;elle soit \u00e9crite en ligne dans le portail ou directement par e-mail, appara\u00eet dans le m\u00eame ticket. Rien ne se perd.<\/div>\n<\/div>\n<div style=\"flex: 1 1 300px; display: flex; gap: 14px; align-items: flex-start;\"><img decoding=\"async\" style=\"flex-shrink: 0; border-radius: 12px;\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167088_attach.png\" alt=\"Ic\u00f4ne pour les pi\u00e8ces jointes\" width=\"54\" height=\"54\" \/><\/p>\n<div><strong style=\"display: block; margin-bottom: 4px;\">Joindre des fichiers directement<\/strong>Captures d&#8217;\u00e9cran ou PDF peuvent \u00eatre envoy\u00e9s facilement avec ta r\u00e9ponse, jusqu&#8217;\u00e0 20 Mo par r\u00e9ponse.<\/div>\n<\/div>\n<\/div>\n<h2 style=\"margin-top: 1.4em;\">Comment \u00e7a marche<\/h2>\n<p>Sous <strong>Mes tickets<\/strong>, tu vois en un coup d&#8217;\u0153il toutes tes demandes pr\u00e9c\u00e9dentes, avec sujet, num\u00e9ro de ticket et date. Un clic sur un ticket ouvre la conversation compl\u00e8te avec notre \u00e9quipe, exactement comme dans un chat.<\/p>\n<p>&nbsp;<\/p>\n<h5 style=\"text-align: center;\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167260_liste_497ec342.png\" alt=\"La liste des tickets dans l'espace client avec toutes les demandes pr\u00e9c\u00e9dentes\" width=\"900\" \/>Tous tes tickets en un coup d&#8217;\u0153il, avec num\u00e9ro de ticket et date<\/h5>\n<p>&nbsp;<\/p>\n<p>Tu peux r\u00e9pondre directement dans le portail, sans passer par ton programme de messagerie. Et si tu pr\u00e9f\u00e8res l&#8217;habitude : r\u00e9pondre directement par e-mail fonctionne toujours aussi bien, la r\u00e9ponse atterrit automatiquement dans le m\u00eame ticket qu&#8217;une r\u00e9ponse envoy\u00e9e depuis le portail.<\/p>\n<p>&nbsp;<\/p>\n<h5 style=\"text-align: center;\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167260_verlauf_4bf1ba96.png\" alt=\"La vue de conversation d'un ticket avec la fonction de r\u00e9ponse\" width=\"900\" \/>L&#8217;historique complet en un coup d&#8217;\u0153il, r\u00e9ponds directement avec pi\u00e8ce jointe<\/h5>\n<p>&nbsp;<\/p>\n<h2 style=\"margin-top: 1.4em;\">Tout au m\u00eame endroit dans le centre de support<\/h2>\n<p>Nous avons aussi retravaill\u00e9 notre aper\u00e7u support dans l&#8217;espace client. Depuis l\u00e0, tu acc\u00e8des \u00e0 la base de connaissances, tu peux ouvrir un nouveau ticket, d\u00e9clencher imm\u00e9diatement un ticket d&#8217;urgence si besoin, ou t&#8217;informer sur notre abonnement support. Tes derniers tickets s&#8217;affichent directement sur cette m\u00eame page.<\/p>\n<p>&nbsp;<\/p>\n<h5 style=\"text-align: center;\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/newsbeitrag.firestorm.ch\/uploads\/img_1787167260_supportseite_2c43cf2f.png\" alt=\"Le nouvel aper\u00e7u support dans l'espace client\" width=\"900\" \/>Le nouvel aper\u00e7u support : base de connaissances, cr\u00e9er un ticket, ticket d&#8217;urgence et tes derniers tickets en un coup d&#8217;\u0153il<\/h5>\n<p>&nbsp;<\/p>\n<p>Peu importe comment tu nous contactes, ta demande est entre de bonnes mains et trait\u00e9e de fa\u00e7on transparente. Jette un \u0153il d\u00e8s maintenant \u00e0 ton <a href=\"https:\/\/admin.firestorm.ch\/tickets.php\" target=\"_blank\" rel=\"noopener\">portail support<\/a>, on se r\u00e9jouit d&#8217;avoir ton avis.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Par chat, e-mail, t\u00e9l\u00e9phone ou formulaire de ticket : jusqu&#8217;\u00e0 pr\u00e9sent, tes demandes \u00e0 notre support \u00e9taient r\u00e9parties sur diff\u00e9rents canaux, ce qui rendait le suivi plus difficile. C&#8217;est d\u00e9sormais termin\u00e9. Toutes les demandes arrivent maintenant de fa\u00e7on centralis\u00e9e chez nous, sont tri\u00e9es proprement et trait\u00e9es selon leur urgence, peu importe le canal par lequel [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":31376,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_relevanssi_hide_post":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[7415],"tags":[19202,19254,19255],"class_list":["post-31375","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites","tag-espace-client","tag-support-fr2","tag-systeme-de-tickets"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v28.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Nouveau portail support dans l&#039;espace client | FireStorm<\/title>\n<meta name=\"description\" content=\"Chat, e-mail, t\u00e9l\u00e9phone ou ticket : toutes les demandes arrivent maintenant de fa\u00e7on centralis\u00e9e. 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