{"id":311,"date":"2026-07-22T08:58:24","date_gmt":"2026-07-22T06:58:24","guid":{"rendered":"https:\/\/patshow.fr.nf\/pat-informatik\/?page_id=311"},"modified":"2026-07-22T09:39:07","modified_gmt":"2026-07-22T07:39:07","slug":"faq","status":"publish","type":"page","link":"https:\/\/pat-informatik.fr\/?page_id=311","title":{"rendered":"FAQ"},"content":{"rendered":"\n<meta charset=\"UTF-8\">\n  <title>FAQ Support \u2013 Pat-informatik Assistance<\/title>\n  <meta name=\"viewport\" content=\"width=device-width, initial-scale=1\">\n  <style>\n    body { font-family: Arial, sans-serif; margin:0; padding:0; line-height:1.6; }\n    .container { max-width:900px; margin:0 auto; padding:20px; }\n    h1, h2 { color:#1f4f7b; }\n    h1 { text-align:center; margin-bottom:25px; }\n    .faq-item { margin-bottom:20px; padding-bottom:15px; border-bottom:1px solid #eee; }\n    .faq-item h2 { font-size:1.1rem; margin-bottom:8px; }\n    a { color:#1f4f7b; text-decoration:none; }\n    a:hover { text-decoration:underline; }\n    ul { margin-left:20px; }\n  <\/style>\n\n\n\n<div class=\"container\">\n  <h1>FAQ \u2013 Support \u00e0 distance<\/h1>\n\n  <div class=\"faq-item\">\n    <h2>1) Comment ouvrir un ticket d\u2019assistance ?<\/h2>\n    <p>Pour ouvrir un ticket, utilisez le formulaire adapt\u00e9 :<\/p>\n    <ul>\n      <li>Demande d\u2019assistance informatique<\/li>\n      <li>Assistance \u00e0 distance \u2013 AnyDesk<\/li>\n      <li>Urgence \u2013 Hotline 0899<\/li>\n      <li>Demande de devis \/ conseil<\/li>\n    <\/ul>\n    <p>Remplissez les champs, ajoutez une capture si n\u00e9cessaire, puis validez.<\/p>\n  <\/div>\n\n  <div class=\"faq-item\">\n    <h2>2) Comment suivre l\u2019avancement de mon ticket ?<\/h2>\n    <p>Connectez-vous au portail GLPI, puis :<\/p>\n    <ul>\n      <li>Cliquez sur <strong>\u00ab Mes tickets \u00bb<\/strong><\/li>\n      <li>S\u00e9lectionnez votre demande<\/li>\n    <\/ul>\n    <p>Vous pouvez consulter le statut, les messages, les actions et les pi\u00e8ces jointes.<\/p>\n  <\/div>\n\n  <div class=\"faq-item\">\n    <h2>3) Comment r\u00e9pondre au technicien ?<\/h2>\n    <p>Dans votre ticket :<\/p>\n    <ul>\n      <li>Cliquez sur <strong>\u00ab Ajouter un suivi \u00bb<\/strong><\/li>\n      <li>\u00c9crivez votre message<\/li>\n      <li>Ajoutez une capture si besoin<\/li>\n      <li>Cliquez sur <strong>Envoyer<\/strong><\/li>\n    <\/ul>\n    <p>Votre ticket repasse automatiquement en <strong>\u00ab En cours \u00bb<\/strong>.<\/p>\n  <\/div>\n\n  <div class=\"faq-item\">\n    <h2>4) Comment envoyer une capture d\u2019\u00e9cran ou un document ?<\/h2>\n    <p>Dans votre ticket :<\/p>\n    <ul>\n      <li>Cliquez sur <strong>\u00ab Ajouter un suivi \u00bb<\/strong><\/li>\n      <li>Cliquez sur <strong>\u00ab Joindre un fichier \u00bb<\/strong><\/li>\n      <li>S\u00e9lectionnez votre image ou document<\/li>\n      <li>Envoyez<\/li>\n    <\/ul>\n    <p>Formats accept\u00e9s : JPG, PNG, PDF, DOCX, ZIP\u2026<\/p>\n  <\/div>\n\n  <div class=\"faq-item\">\n    <h2>5) Comment fonctionne l\u2019assistance \u00e0 distance (AnyDesk) ?<\/h2>\n    <p>Pour une prise en main \u00e0 distance :<\/p>\n    <ul>\n      <li>T\u00e9l\u00e9chargez AnyDesk<\/li>\n      <li>Ouvrez le logiciel<\/li>\n      <li>Communiquez votre <strong>ID AnyDesk<\/strong> dans le ticket<\/li>\n      <li>Laissez votre PC allum\u00e9<\/li>\n      <li>Le technicien prend la main pour diagnostiquer et r\u00e9parer<\/li>\n    <\/ul>\n  <\/div>\n\n  <div class=\"faq-item\">\n    <h2>6) Quand utiliser la hotline 0899 ?<\/h2>\n    <p>La hotline est r\u00e9serv\u00e9e aux urgences informatiques :<\/p>\n    <ul>\n      <li>PC bloqu\u00e9<\/li>\n      <li>Virus \/ malware<\/li>\n      <li>Internet coup\u00e9<\/li>\n      <li>Imprimante en panne<\/li>\n      <li>Probl\u00e8me critique<\/li>\n    <\/ul>\n    <p><strong>Num\u00e9ro :<\/strong> 0899 XXX XXX \u2013 Tarif : 0,80 \u20ac\/min + prix appel.<\/p>\n  <\/div>\n\n  <div class=\"faq-item\">\n    <h2>7) Pourquoi mon ticket est-il \u00ab En attente \u00bb ?<\/h2>\n    <p>Votre ticket passe en <strong>\u00ab En attente \u00bb<\/strong> lorsque :<\/p>\n    <ul>\n      <li>le technicien attend une r\u00e9ponse de votre part,<\/li>\n      <li>des informations sont manquantes,<\/li>\n      <li>une action doit \u00eatre confirm\u00e9e.<\/li>\n    <\/ul>\n    <p>Pour le r\u00e9activer, r\u00e9pondez simplement dans le ticket.<\/p>\n  <\/div>\n\n  <div class=\"faq-item\">\n    <h2>8) Pourquoi mon ticket est-il ferm\u00e9 automatiquement ?<\/h2>\n    <p>Un ticket peut \u00eatre ferm\u00e9 automatiquement si :<\/p>\n    <ul>\n      <li>il est r\u00e9solu depuis plusieurs jours,<\/li>\n      <li>aucune r\u00e9ponse n\u2019a \u00e9t\u00e9 re\u00e7ue,<\/li>\n      <li>la solution a \u00e9t\u00e9 valid\u00e9e.<\/li>\n    <\/ul>\n    <p>Vous pouvez ouvrir un nouveau ticket si le probl\u00e8me revient.<\/p>\n  <\/div>\n\n  <div class=\"faq-item\">\n    <h2>9) Comment demander un devis ou un conseil ?<\/h2>\n    <p>Utilisez le formulaire <strong>\u00ab Demande de devis \/ conseil \u00bb<\/strong> et indiquez :<\/p>\n    <ul>\n      <li>votre besoin,<\/li>\n      <li>votre budget,<\/li>\n      <li>votre d\u00e9lai,<\/li>\n      <li>vos contraintes.<\/li>\n    <\/ul>\n  <\/div>\n\n  <div class=\"faq-item\">\n    <h2>10) Comment contacter Patrick Assistance ?<\/h2>\n    <p>Vous pouvez :<\/p>\n    <ul>\n      <li>ouvrir un ticket via le portail,<\/li>\n      <li>demander une assistance \u00e0 distance,<\/li>\n      <li>appeler la hotline en cas d\u2019urgence.<\/li>\n    <\/ul>\n  <\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>FAQ Support \u2013 Pat-informatik Assistance FAQ \u2013 Support \u00e0 distance 1) Comment ouvrir un 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