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      "productCategory": "IT_SMARTPHONE",
      "serial": "SN3556076",
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      "id": "tk_00029",
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      "customer": "Mr Bricolage Lille",
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      "serial": "SN1079003",
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    {
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      "customer": "Particulier 31000",
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      "serial": "SN6594949",
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    {
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      "closedAt": "2026-04-04T07:34:25Z",
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      "customer": "Particulier 13008",
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      "productCategory": "GEM_LAVE_LINGE",
      "serial": "SN9456952",
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      "id": "tk_00032",
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      "closedAt": "2026-02-26T22:00:45Z",
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      "customer": "But Strasbourg Hautepierre",
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      "productCategory": "PEM_FER",
      "serial": "SN9400553",
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      "id": "tk_00033",
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      "customer": "Cabinet médical Dr Lemaire",
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      "productCategory": "PEM_ROBOT",
      "serial": "SN6116381",
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      "customer": "But Strasbourg Hautepierre",
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      "serial": "SN2427851",
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      "customer": "Particulier 33000",
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      "serial": "SN8331747",
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      "closedAt": "2026-01-13T10:04:31Z",
      "status": "Clôturé",
      "channel": "Email",
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      "customer": "Hôtel Mercure Bordeaux",
      "product": "Plaque induction Sauter SPI4664B",
      "productCategory": "GEM_PLAQUE",
      "serial": "SN8852070",
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      "customer": "Locataire AirBnB Lille",
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      "serial": "SN8017291",
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      "customer": "Particulier 33000",
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      "id": "tk_00040",
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      "status": "Résolu",
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      "customer": "Cuisinella Toulouse",
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      "productCategory": "IT_CONSOLE",
      "serial": "SN7210798",
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      "customer": "Carrefour Aix Pont de l'Arc",
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      "productCategory": "PEM_CAFETIERE",
      "serial": "SN3338284",
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      "description": "Buse vapeur bouchée",
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      "customer": "Maison Particulière 75011",
      "product": "Sèche-linge Miele TWF 640 WP",
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      "closedAt": "2026-01-11T18:33:57Z",
      "status": "Clôturé",
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      "customer": "Mr Bricolage Lille",
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      "status": "Clôturé",
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      "customer": "Cuisinella Toulouse",
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      "serial": "SN4376038",
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      "customer": "Particulier 33000",
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      "customer": "Cuisinella Toulouse",
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      "description": "Compresseur bruyant",
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      "closedAt": "2026-05-04T17:30:22Z",
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      "customer": "Pizzeria Da Vinci Annecy",
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      "serial": "SN4945831",
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      "channel": "Chatbot",
      "priority": "Critique",
      "customer": "Carrefour Aix Pont de l'Arc",
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      "productCategory": "IT_CONSOLE",
      "serial": "SN5248775",
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      "channel": "Magasin",
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      "customer": "Résidence Senior Les Tilleuls",
      "product": "Ordinateur portable Asus Zenbook 14 OLED",
      "productCategory": "IT_LAPTOP",
      "serial": "SN3620389",
      "purchaseDate": "2021-03-09",
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      "closedAt": "2026-04-12T13:35:03Z",
      "status": "Clôturé",
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      "customer": "Particulier 31000",
      "product": "Lave-linge Bosch Serie 6 WAJ28267FF",
      "productCategory": "GEM_LAVE_LINGE",
      "serial": "SN6683824",
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      "closedAt": "2026-02-28T20:27:21Z",
      "status": "Clôturé",
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      "priority": "Faible",
      "customer": "Restaurant L'Atelier de Joël",
      "product": "Robot Magimix Cook Expert XL",
      "productCategory": "PEM_ROBOT",
      "serial": "SN3695497",
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      "description": "Bol fendu",
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      "closedAt": "2026-04-21T04:48:52Z",
      "status": "Clôturé",
      "channel": "Téléphone",
      "priority": "Haute",
      "customer": "Cafétéria Lycée Pierre-Fermat",
      "product": "Aspirateur Dyson V15 Detect Absolute",
      "productCategory": "PEM_ASPIRATEUR",
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      "status": "Clôturé",
      "channel": "Portail",
      "priority": "Haute",
      "customer": "Cuisinella Toulouse",
      "product": "Four AEG BPK748380M",
      "productCategory": "GEM_FOUR",
      "serial": "SN3247924",
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      "description": "Voyant clignote",
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      "openedAt": "2026-05-07T21:18:16Z",
      "closedAt": "2026-05-13T07:04:03Z",
      "status": "Résolu",
      "channel": "Chatbot",
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      "customer": "Cafétéria Lycée Pierre-Fermat",
      "product": "Aspirateur Dyson V15 Detect Absolute",
      "productCategory": "PEM_ASPIRATEUR",
      "serial": "SN5466692",
      "purchaseDate": "2026-03-07",
      "description": "Moteur faible",
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      "assignedTo": "Laëtitia R.",
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      "openedAt": "2026-02-02T11:42:23Z",
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      "customer": "Cafétéria Lycée Pierre-Fermat",
      "product": "Centrale vapeur Calor Pro Express GV9080C0",
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      "customer": "Maison Familiale Rennes",
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      "productCategory": "GP_TV",
      "serial": "SN6041388",
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      "customer": "Cabinet médical Dr Lemaire",
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      "customer": "Société Civile Immobilière Hugo",
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      "status": "Résolu",
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      "customer": "Particulier 33000",
      "product": "Tablette iPad Air M2 11\" 128Go",
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      "closedAt": "2026-03-11T12:20:33Z",
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      "customer": "Société Civile Immobilière Hugo",
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      "customer": "Carrefour Aix Pont de l'Arc",
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      "status": "Clôturé",
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      "customer": "Darty Lyon Part-Dieu",
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      "status": "Clôturé",
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      "customer": "Hôtel Mercure Bordeaux",
      "product": "Téléviseur LG OLED55C45LA",
      "productCategory": "GP_TV",
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      "status": "Clôturé",
      "channel": "Email",
      "priority": "Faible",
      "customer": "Maison Familiale Rennes",
      "product": "Console PlayStation 5 Slim",
      "productCategory": "IT_CONSOLE",
      "serial": "SN5739427",
      "purchaseDate": "2024-10-07",
      "description": "Lecteur disque HS",
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      "status": "Clôturé",
      "channel": "Téléphone",
      "priority": "Critique",
      "customer": "Particulier 31000",
      "product": "Plaque induction Sauter SPI4664B",
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      "customer": "Cabinet médical Dr Lemaire",
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      "customer": "Résidence Senior Les Tilleuls",
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      "customer": "Locataire AirBnB Lille",
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      "customer": "Maison Familiale Rennes",
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      "customer": "Hôtel Mercure Bordeaux",
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      "status": "Clôturé",
      "channel": "Email",
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      "customer": "Maison Particulière 75011",
      "product": "Téléviseur LG OLED55C45LA",
      "productCategory": "GP_TV",
      "serial": "SN5725570",
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      "description": "Lignes verticales",
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      "assignedTo": "Marie V.",
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      "id": "tk_00251",
      "ref": "SAV-2026-00251",
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      "closedAt": "2026-04-07T15:45:31Z",
      "status": "Clôturé",
      "channel": "Portail",
      "priority": "Haute",
      "customer": "Hôtel Mercure Bordeaux",
      "product": "Téléviseur Samsung QE65Q80D",
      "productCategory": "GP_TV",
      "serial": "SN8678777",
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      "assignedTo": "Thomas A.",
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      "id": "tk_00252",
      "ref": "SAV-2026-00252",
      "openedAt": "2026-04-08T11:14:21Z",
      "closedAt": "2026-04-10T16:35:26Z",
      "status": "Clôturé",
      "channel": "Portail",
      "priority": "Haute",
      "customer": "Hôtel Mercure Bordeaux",
      "product": "Hotte Roblin Eclair 60",
      "productCategory": "GEM_HOTTE",
      "serial": "SN1679993",
      "purchaseDate": "2025-03-08",
      "description": "Moteur fait du bruit",
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      "assignedTo": "Karim B.",
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      "ref": "SAV-2026-00253",
      "openedAt": "2026-05-13T04:04:32Z",
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      "status": "Pris en charge",
      "channel": "Portail",
      "priority": "Normale",
      "customer": "Maison Particulière 75011",
      "product": "Aspirateur Dyson V15 Detect Absolute",
      "productCategory": "PEM_ASPIRATEUR",
      "serial": "SN5142824",
      "purchaseDate": "2024-07-13",
      "description": "Batterie ne tient plus",
      "warranty": "commerciale",
      "assignedTo": "Pierre D.",
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      "resolutionHours": null,
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      "id": "tk_00254",
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      "closedAt": "2026-03-16T19:35:04Z",
      "status": "Clôturé",
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      "customer": "Particulier 69003",
      "product": "Réfrigérateur Liebherr CNbef 5723",
      "productCategory": "GEM_FROID",
      "serial": "SN1210094",
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      "description": "Compresseur bruyant",
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    {
      "id": "tk_00255",
      "ref": "SAV-2026-00255",
      "openedAt": "2026-05-07T07:41:52Z",
      "closedAt": "2026-05-12T06:09:47Z",
      "status": "Clôturé",
      "channel": "Magasin",
      "priority": "Faible",
      "customer": "Boulangerie Le Fournil",
      "product": "Réfrigérateur Samsung RB38T675DSA",
      "productCategory": "GEM_FROID",
      "serial": "SN5970804",
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    {
      "id": "tk_00256",
      "ref": "SAV-2026-00256",
      "openedAt": "2026-01-06T01:16:16Z",
      "closedAt": "2026-01-06T15:12:05Z",
      "status": "Clôturé",
      "channel": "Portail",
      "priority": "Critique",
      "customer": "Boulangerie Le Fournil",
      "product": "Smartphone Samsung Galaxy S25 256Go",
      "productCategory": "IT_SMARTPHONE",
      "serial": "SN2981426",
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      "description": "Tactile non réactif",
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      "assignedTo": "Marie V.",
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      "resolutionHours": 13.9,
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    {
      "id": "tk_00257",
      "ref": "SAV-2026-00257",
      "openedAt": "2026-02-03T13:38:54Z",
      "closedAt": "2026-02-08T15:45:28Z",
      "status": "Résolu",
      "channel": "Chatbot",
      "priority": "Normale",
      "customer": "Maison Particulière 75011",
      "product": "Robot Magimix Cook Expert XL",
      "productCategory": "PEM_ROBOT",
      "serial": "SN1339986",
      "purchaseDate": "2026-01-03",
      "description": "Moteur cale en cuisson",
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      "id": "tk_00258",
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      "openedAt": "2026-04-13T17:35:08Z",
      "closedAt": "2026-04-27T16:06:22Z",
      "status": "Clôturé",
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      "customer": "Particulier 33000",
      "product": "Réfrigérateur Samsung RB38T675DSA",
      "productCategory": "GEM_FROID",
      "serial": "SN8229195",
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      "description": "Joint de porte HS",
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      "assignedTo": "Laëtitia R.",
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      "resolutionHours": 334.5,
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      "id": "tk_00259",
      "ref": "SAV-2026-00259",
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      "closedAt": "2026-05-15T03:20:48Z",
      "status": "Clôturé",
      "channel": "Magasin",
      "priority": "Faible",
      "customer": "Pizzeria Da Vinci Annecy",
      "product": "Sèche-linge Miele TWF 640 WP",
      "productCategory": "GEM_SECHE_LINGE",
      "serial": "SN8096790",
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      "description": "Pompe à chaleur HS",
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      "id": "tk_00260",
      "ref": "SAV-2026-00260",
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      "closedAt": "2026-04-05T14:43:10Z",
      "status": "Clôturé",
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      "priority": "Critique",
      "customer": "Mr Bricolage Lille",
      "product": "Réfrigérateur Liebherr CNbef 5723",
      "productCategory": "GEM_FROID",
      "serial": "SN1708825",
      "purchaseDate": "2019-01-04",
      "description": "Givrage anormal",
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      "assignedTo": "Marie V.",
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      "id": "tk_00261",
      "ref": "SAV-2026-00261",
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      "closedAt": "2026-03-11T07:28:22Z",
      "status": "Clôturé",
      "channel": "Téléphone",
      "priority": "Faible",
      "customer": "Cuisinella Toulouse",
      "product": "Four AEG BPK748380M",
      "productCategory": "GEM_FOUR",
      "serial": "SN8314662",
      "purchaseDate": "2025-03-05",
      "description": "Voyant clignote",
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      "resolutionHours": 150.6,
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      "id": "tk_00262",
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      "closedAt": "2026-04-14T19:18:35Z",
      "status": "Clôturé",
      "channel": "Téléphone",
      "priority": "Critique",
      "customer": "Boulangerie Le Fournil",
      "product": "Console PlayStation 5 Slim",
      "productCategory": "IT_CONSOLE",
      "serial": "SN2667691",
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      "description": "Lecteur disque HS",
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      "resolutionHours": 29.7,
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      "closedAt": "2026-03-04T18:46:24Z",
      "status": "Clôturé",
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      "customer": "Boulanger Marseille Vallée",
      "product": "Réfrigérateur Samsung RB38T675DSA",
      "productCategory": "GEM_FROID",
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      "closedAt": "2026-04-27T18:51:12Z",
      "status": "Clôturé",
      "channel": "Email",
      "priority": "Faible",
      "customer": "Pizzeria Da Vinci Annecy",
      "product": "Lave-vaisselle Siemens iQ500 SN95EX56CE",
      "productCategory": "GEM_LAVE_VAISSELLE",
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      "description": "Erreur E15",
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      "closedAt": "2026-03-17T00:19:21Z",
      "status": "Clôturé",
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      "customer": "Particulier 69003",
      "product": "Lave-linge Bosch Serie 6 WAJ28267FF",
      "productCategory": "GEM_LAVE_LINGE",
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      "product": "Sèche-linge Miele TWF 640 WP",
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      "description": "Sondes humidité défectueuses",
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      "status": "Clôturé",
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      "customer": "Restaurant L'Atelier de Joël",
      "product": "Hotte Roblin Eclair 60",
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      "status": "Clôturé",
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      "customer": "Maison Particulière 75011",
      "product": "Centrale vapeur Calor Pro Express GV9080C0",
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      "customer": "Mr Bricolage Lille",
      "product": "Tablette iPad Air M2 11\" 128Go",
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      "status": "Clôturé",
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      "status": "Clôturé",
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      "productCategory": "IT_SMARTPHONE",
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      "assignedTo": "Pierre D.",
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      "product": "Téléviseur LG OLED55C45LA",
      "productCategory": "GP_TV",
      "serial": "SN8746959",
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      "customer": "Locataire AirBnB Lille",
      "product": "Robot Magimix Cook Expert XL",
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      "status": "Clôturé",
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      "customer": "Darty Lyon Part-Dieu",
      "product": "Lave-linge Whirlpool FFB 9248 WV FR",
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      "customer": "Maison Particulière 75011",
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      "customer": "Mr Bricolage Lille",
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      "customer": "Résidence Senior Les Tilleuls",
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      "customer": "But Strasbourg Hautepierre",
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      "customer": "Pizzeria Da Vinci Annecy",
      "product": "Console PlayStation 5 Slim",
      "productCategory": "IT_CONSOLE",
      "serial": "SN3286551",
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      "productCategory": "GEM_LAVE_LINGE",
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      "customer": "Maison Familiale Rennes",
      "product": "Ordinateur portable Asus Zenbook 14 OLED",
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      "serial": "SN2365374",
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      "customer": "Restaurant L'Atelier de Joël",
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      "closedAt": "2026-04-08T23:23:31Z",
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      "customer": "Pizzeria Da Vinci Annecy",
      "product": "Lave-linge Bosch Serie 6 WAJ28267FF",
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      "customer": "Darty Lyon Part-Dieu",
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      "productCategory": "IT_TABLET",
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      "customer": "Particulier 31000",
      "product": "Hotte Roblin Eclair 60",
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      "closedAt": "2026-01-27T14:01:52Z",
      "status": "Clôturé",
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      "customer": "Restaurant L'Atelier de Joël",
      "product": "Réfrigérateur Liebherr CNbef 5723",
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      "description": "Ne fait plus de froid",
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      "assignedTo": "Laëtitia R.",
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      "closedAt": "2026-03-14T06:21:42Z",
      "status": "Clôturé",
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      "priority": "Critique",
      "customer": "Résidence Senior Les Tilleuls",
      "product": "Aspirateur Dyson V15 Detect Absolute",
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      "serial": "SN5340381",
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      "closedAt": "2026-04-30T21:09:11Z",
      "status": "Clôturé",
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      "customer": "Maison Particulière 75011",
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      "closedAt": "2026-03-13T21:18:43Z",
      "status": "Résolu",
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      "customer": "Pizzeria Da Vinci Annecy",
      "product": "Centrale vapeur Calor Pro Express GV9080C0",
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      "npsPost": -8
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      "id": "tk_00300",
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      "status": "En cours",
      "channel": "Chatbot",
      "priority": "Haute",
      "customer": "Résidence Senior Les Tilleuls",
      "product": "Smartphone Samsung Galaxy S25 256Go",
      "productCategory": "IT_SMARTPHONE",
      "serial": "SN3990674",
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      "description": "Batterie gonflée",
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      "assignedTo": "Yann M.",
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      "slaBreached": false,
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      "status": "Clôturé",
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      "customer": "Résidence Senior Les Tilleuls",
      "product": "Lave-linge Bosch Serie 6 WAJ28267FF",
      "productCategory": "GEM_LAVE_LINGE",
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      "customer": "Restaurant L'Atelier de Joël",
      "product": "Lave-vaisselle Siemens iQ500 SN95EX56CE",
      "productCategory": "GEM_LAVE_VAISSELLE",
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      "description": "Bras de lavage bloqué",
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      "slaBreached": false,
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      "customer": "Maison Familiale Rennes",
      "product": "Téléviseur Samsung QE65Q80D",
      "productCategory": "GP_TV",
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      "description": "Lignes verticales",
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      "slaTarget": 4,
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      "status": "Clôturé",
      "channel": "Chatbot",
      "priority": "Critique",
      "customer": "Mr Bricolage Lille",
      "product": "Robot Magimix Cook Expert XL",
      "productCategory": "PEM_ROBOT",
      "serial": "SN8821010",
      "purchaseDate": "2025-11-08",
      "description": "Bol fendu",
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      "slaBreached": false,
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      "status": "Clôturé",
      "channel": "Email",
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      "customer": "Société Civile Immobilière Hugo",
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      "productCategory": "GP_TV",
      "serial": "SN5042759",
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    {
      "id": "tk_00389",
      "ref": "SAV-2026-00389",
      "openedAt": "2026-04-18T00:51:11Z",
      "closedAt": "2026-04-20T10:39:49Z",
      "status": "Clôturé",
      "channel": "Portail",
      "priority": "Haute",
      "customer": "Carrefour Aix Pont de l'Arc",
      "product": "Robot Magimix Cook Expert XL",
      "productCategory": "PEM_ROBOT",
      "serial": "SN4716686",
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      "description": "Bol fendu",
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      "assignedTo": "Pierre D.",
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    {
      "id": "tk_00390",
      "ref": "SAV-2026-00390",
      "openedAt": "2026-03-21T11:47:01Z",
      "closedAt": "2026-03-25T05:16:13Z",
      "status": "Clôturé",
      "channel": "Portail",
      "priority": "Normale",
      "customer": "Restaurant L'Atelier de Joël",
      "product": "Réfrigérateur Liebherr CNbef 5723",
      "productCategory": "GEM_FROID",
      "serial": "SN2382338",
      "purchaseDate": "2023-08-21",
      "description": "Joint de porte HS",
      "warranty": "commerciale",
      "assignedTo": "Yann M.",
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      "resolutionHours": 89.5,
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    {
      "id": "tk_00391",
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      "openedAt": "2026-03-19T19:14:23Z",
      "closedAt": "2026-03-21T17:26:36Z",
      "status": "Clôturé",
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      "priority": "Haute",
      "customer": "Hôtel Mercure Bordeaux",
      "product": "Réfrigérateur Liebherr CNbef 5723",
      "productCategory": "GEM_FROID",
      "serial": "SN9274443",
      "purchaseDate": "2019-06-19",
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      "assignedTo": "Nadia C.",
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    {
      "id": "tk_00392",
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      "openedAt": "2026-04-04T15:55:12Z",
      "closedAt": "2026-04-15T22:36:52Z",
      "status": "Clôturé",
      "channel": "Magasin",
      "priority": "Faible",
      "customer": "Boulanger Marseille Vallée",
      "product": "Centrale vapeur Calor Pro Express GV9080C0",
      "productCategory": "PEM_FER",
      "serial": "SN1350378",
      "purchaseDate": "2026-01-04",
      "description": "Fuite d'eau",
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      "assignedTo": "Yann M.",
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    {
      "id": "tk_00393",
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      "closedAt": "2026-05-05T04:26:11Z",
      "status": "Clôturé",
      "channel": "Email",
      "priority": "Faible",
      "customer": "Darty Lyon Part-Dieu",
      "product": "Lave-linge Bosch Serie 6 WAJ28267FF",
      "productCategory": "GEM_LAVE_LINGE",
      "serial": "SN1631895",
      "purchaseDate": "2024-06-21",
      "description": "Pompe de vidange bloquée",
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      "assignedTo": "Sophie L.",
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      "slaTarget": 24,
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    {
      "id": "tk_00394",
      "ref": "SAV-2026-00394",
      "openedAt": "2026-02-24T23:07:36Z",
      "closedAt": "2026-02-25T23:39:16Z",
      "status": "Clôturé",
      "channel": "Téléphone",
      "priority": "Haute",
      "customer": "But Strasbourg Hautepierre",
      "product": "Réfrigérateur Liebherr CNbef 5723",
      "productCategory": "GEM_FROID",
      "serial": "SN7891276",
      "purchaseDate": "2024-04-24",
      "description": "Compresseur bruyant",
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      "assignedTo": "Nadia C.",
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      "resolutionHours": 24.5,
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      "id": "tk_00395",
      "ref": "SAV-2026-00395",
      "openedAt": "2026-02-21T22:09:19Z",
      "closedAt": "2026-02-25T18:43:22Z",
      "status": "Clôturé",
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      "priority": "Normale",
      "customer": "Particulier 13008",
      "product": "Ordinateur portable Asus Zenbook 14 OLED",
      "productCategory": "IT_LAPTOP",
      "serial": "SN2253844",
      "purchaseDate": "2023-09-21",
      "description": "Clavier touches HS",
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      "assignedTo": "Nadia C.",
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      "resolutionHours": 92.6,
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    {
      "id": "tk_00396",
      "ref": "SAV-2026-00396",
      "openedAt": "2026-01-17T10:12:23Z",
      "closedAt": "2026-01-18T08:16:17Z",
      "status": "Clôturé",
      "channel": "Téléphone",
      "priority": "Critique",
      "customer": "Particulier 69003",
      "product": "Sèche-linge Miele TWF 640 WP",
      "productCategory": "GEM_SECHE_LINGE",
      "serial": "SN2897282",
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      "description": "Tambour ne tourne plus",
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      "assignedTo": "Karim B.",
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      "resolutionHours": 22.1,
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    {
      "id": "tk_00397",
      "ref": "SAV-2026-00397",
      "openedAt": "2026-02-06T02:01:18Z",
      "closedAt": "2026-02-10T16:33:59Z",
      "status": "Résolu",
      "channel": "Téléphone",
      "priority": "Normale",
      "customer": "Cafétéria Lycée Pierre-Fermat",
      "product": "Réfrigérateur Liebherr CNbef 5723",
      "productCategory": "GEM_FROID",
      "serial": "SN8122492",
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      "description": "Givrage anormal",
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      "assignedTo": "Sophie L.",
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    {
      "id": "tk_00398",
      "ref": "SAV-2026-00398",
      "openedAt": "2026-03-16T11:12:31Z",
      "closedAt": "2026-03-28T19:24:26Z",
      "status": "Clôturé",
      "channel": "Magasin",
      "priority": "Faible",
      "customer": "Maison Particulière 75011",
      "product": "Lave-vaisselle Siemens iQ500 SN95EX56CE",
      "productCategory": "GEM_LAVE_VAISSELLE",
      "serial": "SN8282603",
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      "description": "Erreur E15",
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      "assignedTo": "Nadia C.",
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      "id": "tk_00399",
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      "status": "En cours",
      "channel": "Portail",
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      "customer": "Hôtel Mercure Bordeaux",
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      "productCategory": "GEM_PLAQUE",
      "serial": "SN4101231",
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      "assignedTo": "Yann M.",
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      "id": "tk_00400",
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      "openedAt": "2026-02-13T02:25:31Z",
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      "customer": "Pizzeria Da Vinci Annecy",
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      "serial": "SN6156373",
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      "assignedTo": "Yann M.",
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      "id": "tk_00401",
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      "openedAt": "2026-05-11T13:14:27Z",
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      "status": "En cours",
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      "customer": "Boulanger Marseille Vallée",
      "product": "Téléviseur LG OLED55C45LA",
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      "serial": "SN2788350",
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      "assignedTo": "Thomas A.",
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      "id": "tk_00402",
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      "status": "Clôturé",
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      "customer": "Hôtel Mercure Bordeaux",
      "product": "Lave-linge Whirlpool FFB 9248 WV FR",
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      "serial": "SN3725083",
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      "resolutionHours": 49.6,
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      "id": "tk_00403",
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      "closedAt": "2026-03-24T03:56:03Z",
      "status": "Clôturé",
      "channel": "Téléphone",
      "priority": "Haute",
      "customer": "Maison Particulière 75011",
      "product": "Robot Magimix Cook Expert XL",
      "productCategory": "PEM_ROBOT",
      "serial": "SN6213991",
      "purchaseDate": "2025-11-22",
      "description": "Bol fendu",
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      "id": "tk_00404",
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      "status": "Clôturé",
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      "customer": "Cuisinella Toulouse",
      "product": "Lave-linge Bosch Serie 6 WAJ28267FF",
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      "assignedTo": "Pierre D.",
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      "customer": "Particulier 31000",
      "product": "Hotte Roblin Eclair 60",
      "productCategory": "GEM_HOTTE",
      "serial": "SN2672072",
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      "description": "Moteur fait du bruit",
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      "status": "Clôturé",
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      "customer": "Pizzeria Da Vinci Annecy",
      "product": "Téléviseur LG OLED55C45LA",
      "productCategory": "GP_TV",
      "serial": "SN8682075",
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      "description": "HDMI ne fonctionne plus",
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      "assignedTo": "Laëtitia R.",
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      "resolutionHours": 229.5,
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      "id": "tk_00407",
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      "closedAt": "2026-04-02T01:03:27Z",
      "status": "Clôturé",
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      "customer": "Maison Familiale Rennes",
      "product": "Ordinateur portable Asus Zenbook 14 OLED",
      "productCategory": "IT_LAPTOP",
      "serial": "SN3597741",
      "purchaseDate": "2024-06-30",
      "description": "Clavier touches HS",
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      "assignedTo": "Pierre D.",
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      "id": "tk_00408",
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      "closedAt": "2026-02-09T05:56:25Z",
      "status": "Clôturé",
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      "priority": "Normale",
      "customer": "But Strasbourg Hautepierre",
      "product": "Réfrigérateur Liebherr CNbef 5723",
      "productCategory": "GEM_FROID",
      "serial": "SN4330300",
      "purchaseDate": "2025-04-05",
      "description": "Ne fait plus de froid",
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      "assignedTo": "Sophie L.",
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      "id": "tk_00409",
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      "status": "Clôturé",
      "channel": "Chatbot",
      "priority": "Normale",
      "customer": "Cuisinella Toulouse",
      "product": "Tablette iPad Air M2 11\" 128Go",
      "productCategory": "IT_TABLET",
      "serial": "SN3487952",
      "purchaseDate": "2024-04-01",
      "description": "Tactile mort",
      "warranty": "legale_conformite",
      "assignedTo": "Yann M.",
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      "id": "tk_00410",
      "ref": "SAV-2026-00410",
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      "closedAt": "2026-05-10T04:05:43Z",
      "status": "Clôturé",
      "channel": "Email",
      "priority": "Normale",
      "customer": "Mr Bricolage Lille",
      "product": "Hotte Roblin Eclair 60",
      "productCategory": "GEM_HOTTE",
      "serial": "SN4337698",
      "purchaseDate": "2026-03-04",
      "description": "Moteur fait du bruit",
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      "assignedTo": "Marie V.",
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      "id": "tk_00411",
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      "status": "En cours",
      "channel": "Magasin",
      "priority": "Faible",
      "customer": "Particulier 31000",
      "product": "Sèche-linge Miele TWF 640 WP",
      "productCategory": "GEM_SECHE_LINGE",
      "serial": "SN5495736",
      "purchaseDate": "2024-05-08",
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      "warranty": "commerciale",
      "assignedTo": "Karim B.",
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      "cost": 59,
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      "id": "tk_00412",
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      "closedAt": "2026-02-13T18:51:13Z",
      "status": "Clôturé",
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      "priority": "Haute",
      "customer": "Mr Bricolage Lille",
      "product": "Cafetière De'Longhi Magnifica S Smart",
      "productCategory": "PEM_CAFETIERE",
      "serial": "SN5721404",
      "purchaseDate": "2024-11-11",
      "description": "Buse vapeur bouchée",
      "warranty": "legale_conformite",
      "assignedTo": "Yann M.",
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      "resolutionHours": 59.1,
      "slaTarget": 4,
      "slaBreached": false,
      "cost": 50,
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      "id": "tk_00413",
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      "openedAt": "2026-03-27T07:06:46Z",
      "closedAt": "2026-04-10T11:42:26Z",
      "status": "Clôturé",
      "channel": "Téléphone",
      "priority": "Faible",
      "customer": "Particulier 33000",
      "product": "Robot Magimix Cook Expert XL",
      "productCategory": "PEM_ROBOT",
      "serial": "SN1445803",
      "purchaseDate": "2025-07-27",
      "description": "Bol fendu",
      "warranty": "legale_conformite",
      "assignedTo": "Nadia C.",
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      "id": "tk_00414",
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      "closedAt": "2026-03-24T23:19:00Z",
      "status": "Clôturé",
      "channel": "Magasin",
      "priority": "Faible",
      "customer": "Particulier 31000",
      "product": "Four AEG BPK748380M",
      "productCategory": "GEM_FOUR",
      "serial": "SN9309634",
      "purchaseDate": "2023-05-15",
      "description": "Résistance grillée",
      "warranty": "commerciale",
      "assignedTo": "Pierre D.",
      "firstResponseHours": 12.3,
      "resolutionHours": 215.8,
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      "id": "tk_00415",
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      "closedAt": "2026-02-28T05:04:57Z",
      "status": "Clôturé",
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      "priority": "Normale",
      "customer": "Particulier 13008",
      "product": "Robot Magimix Cook Expert XL",
      "productCategory": "PEM_ROBOT",
      "serial": "SN6739401",
      "purchaseDate": "2023-12-26",
      "description": "Moteur cale en cuisson",
      "warranty": "commerciale",
      "assignedTo": "Karim B.",
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    },
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      "id": "tk_00416",
      "ref": "SAV-2026-00416",
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      "closedAt": "2026-03-15T10:32:46Z",
      "status": "Clôturé",
      "channel": "Chatbot",
      "priority": "Haute",
      "customer": "Restaurant L'Atelier de Joël",
      "product": "Plaque induction Sauter SPI4664B",
      "productCategory": "GEM_PLAQUE",
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      "product": "Smartphone Samsung Galaxy S25 256Go",
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      "customer": "Particulier 13008",
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      "customer": "Hôtel Mercure Bordeaux",
      "product": "Lave-vaisselle Siemens iQ500 SN95EX56CE",
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      "status": "Clôturé",
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      "customer": "Cabinet médical Dr Lemaire",
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      "productCategory": "GP_TV",
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      "status": "Clôturé",
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      "customer": "Pizzeria Da Vinci Annecy",
      "product": "Réfrigérateur Liebherr CNbef 5723",
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      "id": "tk_00480",
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      "customer": "Cuisinella Toulouse",
      "product": "Robot Magimix Cook Expert XL",
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      "status": "Clôturé",
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      "customer": "Locataire AirBnB Lille",
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      "customer": "Société Civile Immobilière Hugo",
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      "customer": "Restaurant L'Atelier de Joël",
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      "customer": "Maison Particulière 75011",
      "product": "Four AEG BPK748380M",
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      "customer": "Cafétéria Lycée Pierre-Fermat",
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      "productCategory": "PEM_ASPIRATEUR",
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      "product": "Lave-vaisselle Siemens iQ500 SN95EX56CE",
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      "status": "Clôturé",
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      "customer": "Cabinet médical Dr Lemaire",
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      "product": "Lave-vaisselle Siemens iQ500 SN95EX56CE",
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      "status": "Clôturé",
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      "customer": "Pizzeria Da Vinci Annecy",
      "product": "Ordinateur portable Asus Zenbook 14 OLED",
      "productCategory": "IT_LAPTOP",
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      "customer": "But Strasbourg Hautepierre",
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      "status": "Clôturé",
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      "status": "Pris en charge",
      "channel": "Téléphone",
      "priority": "Faible",
      "customer": "Société Civile Immobilière Hugo",
      "product": "Téléviseur LG OLED55C45LA",
      "productCategory": "GP_TV",
      "serial": "SN6949368",
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      "status": "Clôturé",
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      "customer": "Cuisinella Toulouse",
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      "productCategory": "GEM_FOUR",
      "serial": "SN3974690",
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      "customer": "Cuisinella Toulouse",
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      "productCategory": "IT_LAPTOP",
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      "status": "Clôturé",
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      "customer": "Locataire AirBnB Lille",
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      "customer": "Hôtel Mercure Bordeaux",
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      "customer": "Mr Bricolage Lille",
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      "customer": "Boulangerie Le Fournil",
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      "closedAt": "2026-02-14T06:19:50Z",
      "status": "Clôturé",
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      "customer": "Cafétéria Lycée Pierre-Fermat",
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      "serial": "SN2601662",
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      "closedAt": "2026-01-23T07:52:21Z",
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      "customer": "Pizzeria Da Vinci Annecy",
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      "productCategory": "GEM_HOTTE",
      "serial": "SN9241664",
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      "closedAt": "2026-04-06T12:49:22Z",
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      "customer": "Particulier 13008",
      "product": "Cafetière De'Longhi Magnifica S Smart",
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      "serial": "SN6789512",
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      "status": "Clôturé",
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      "customer": "Cafétéria Lycée Pierre-Fermat",
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      "serial": "SN5092700",
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      "customer": "Boulangerie Le Fournil",
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      "productCategory": "GEM_LAVE_LINGE",
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      "status": "Clôturé",
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      "customer": "But Strasbourg Hautepierre",
      "product": "Lave-vaisselle Siemens iQ500 SN95EX56CE",
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      "status": "Clôturé",
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      "customer": "Particulier 31000",
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      "serial": "SN8424169",
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      "status": "Clôturé",
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      "customer": "Conforama Nantes Atlantis",
      "product": "Robot Magimix Cook Expert XL",
      "productCategory": "PEM_ROBOT",
      "serial": "SN6467376",
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      "status": "Clôturé",
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      "customer": "Cabinet médical Dr Lemaire",
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      "status": "Clôturé",
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      "customer": "Mr Bricolage Lille",
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      "customer": "Carrefour Aix Pont de l'Arc",
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      "customer": "Société Civile Immobilière Hugo",
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      "customer": "Maison Particulière 75011",
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      "product": "Sèche-linge Miele TWF 640 WP",
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      "priority": "Critique",
      "customer": "Darty Lyon Part-Dieu",
      "product": "Smartphone Samsung Galaxy S25 256Go",
      "productCategory": "IT_SMARTPHONE",
      "serial": "SN2861716",
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      "status": "Clôturé",
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      "customer": "Particulier 33000",
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      "status": "Clôturé",
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      "customer": "Hôtel Mercure Bordeaux",
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      "status": "Clôturé",
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      "priority": "Normale",
      "customer": "Particulier 13008",
      "product": "Centrale vapeur Calor Pro Express GV9080C0",
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      "status": "Clôturé",
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      "customer": "Boulanger Marseille Vallée",
      "product": "Plaque induction Sauter SPI4664B",
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      "serial": "SN4176062",
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      "description": "Foyer ne chauffe plus",
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      "status": "Clôturé",
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      "customer": "Particulier 69003",
      "product": "Centrale vapeur Calor Pro Express GV9080C0",
      "productCategory": "PEM_FER",
      "serial": "SN1920341",
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      "description": "Fuite d'eau",
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      "customer": "Restaurant L'Atelier de Joël",
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      "customer": "Hôtel Mercure Bordeaux",
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      "customer": "Particulier 69003",
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      "closedAt": "2026-04-20T08:16:11Z",
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      "customer": "But Strasbourg Hautepierre",
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      "closedAt": "2026-04-19T16:47:19Z",
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      "customer": "Cabinet médical Dr Lemaire",
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      "customer": "Darty Lyon Part-Dieu",
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      "customer": "Boulangerie Le Fournil",
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      "closedAt": "2026-04-09T21:21:20Z",
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      "serial": "SN3034784",
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      "customer": "Mr Bricolage Lille",
      "product": "Cafetière De'Longhi Magnifica S Smart",
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      "customer": "Cuisinella Toulouse",
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}