msgid "As my business grows, having the tools to allow my helpdesk team to record, track and manage issues raised easy and efficiently, is key. Odoo’s Helpdesk app allows me to generate credit notes, return products, grant coupons, do repairs and plan onsite interventions from a ticket’s page."
msgstr ""
#: ../../helpdesk/after_sales.rst:7
msgid "Set up the After Sales services"
msgstr ""
#: ../../helpdesk/after_sales.rst:8
msgid "Go to *Configuration > Helpdesk Teams* and enable the After Sales options: *Refunds, Returns, Coupons, Repairs and Onsite Interventions*."
msgstr ""
#: ../../helpdesk/after_sales.rst:14
msgid "Generate credit notes from tickets"
msgstr ""
#: ../../helpdesk/after_sales.rst:15
msgid "I can use a credit note to refund a customer or adjust the amount due. For that, I’ll simply go to my ticket page, click on *Refund* and select the corresponding *Invoice*. Clicking on *Reverse* the credit note will be generated, and I can *Post* it while still being in the *Helpdesk* app."
msgstr ""
#: ../../helpdesk/after_sales.rst:22
msgid "Allow product returns from tickets"
msgstr ""
#: ../../helpdesk/after_sales.rst:23
msgid "The process of a product return from my customer back to my warehouse will be taken into action when, at the ticket page, I choose the option *Return*."
msgstr ""
#: ../../helpdesk/after_sales.rst:29
msgid "Grant coupons from tickets"
msgstr ""
#: ../../helpdesk/after_sales.rst:30
msgid "First, be sure to have your *Coupon Program* planned at the *Sales or Website* app. At the *Helpdesk* app, I will open my ticket and click on *Coupon*, choose the *Coupon Program > Generate*."
msgstr ""
#: ../../helpdesk/after_sales.rst:37
msgid "Repairs from tickets"
msgstr ""
#: ../../helpdesk/after_sales.rst:38
msgid "Clicking on *Repair* option, on my ticket page, a new repair order form will be shown. Fill up the rest of the fields as needed and choose the next step."
msgstr ""
#: ../../helpdesk/after_sales.rst:44
msgid "Plan onsite interventions from tickets"
msgstr ""
#: ../../helpdesk/after_sales.rst:45
msgid "At the ticket page, I can now configure my onsite interventions exactly the same way I would do being on the *Field Service* app, clicking on *Plan Intervention*."
msgid "Here you can create new teams, decide what team members to add to this team, how your customers can submit tickets and set up SLA policies and ratings. For the assignation method you can have tickets assigned randomly, balanced, or manually."
msgid "First you will need to activate the developer mode. To do this go to your settings module, and select the link for \"Activate the developer mode\" on the lower right-hand side."
msgid "Now, when you return to your Helpdesk module and select \"Configuration\" in the purple bar you will find additional options, like \"Stages\". Here you can create new stages and assign those stages to 1 or multiple teams allowing for customizable stages for each team!"
msgid "Email Alias allows for customers to email the alias you choose to create a ticket. The subject line of the email with become the Subject on the ticket."
msgid "Website Form allows your customer to go to yourwebsite.com/helpdesk/support-1/submit and submit a ticket via a website form - much like odoo.com/help!"
msgid "Live Chat allows your customers to submit a ticket via Live Chat on your website. Your customer will begin the live chat and your Live Chat Operator can create the ticket by using the command /helpdesk Subject of Ticket."
msgid "The final option to submit tickets is thru an API connection. View the documentation `*here* <https://www.odoo.com/documentation/13.0/webservices/odoo.html>`__."
msgid "Now your employees can start working on them! If you have selecting a manual assignation method then your employees will need to assign themselves to tickets using the \"Assign To Me\" button on the top left of a ticket or by adding themselves to the \"Assigned to\" field."
msgid "On your tickets you will see stars. You can determine how urgent a ticket is but selecting one or more stars on the ticket. You can do this in the Kanban view or on the ticket form."
msgid "First, head over to \"Settings\" and select the option for \"Timesheet on Ticket\". You will see a field appear where you can select the project the timesheets will log against."
msgid "You may have service contracts with your clients to provide them assistance in case of a problem. For this purpose, Odoo will help you record the time spent fixing the issue and most importantly, to invoice it to your clients."
msgstr ""
#: ../../helpdesk/invoice_time.rst:11
msgid "The modules needed"
msgstr ""
#: ../../helpdesk/invoice_time.rst:13
msgid "In order to record and invoice time for tickets, the following modules are needed : Helpdesk, Project, Timesheets, Sales. If you are missing one of them, go to the Apps module, search for it and then click on *Install*."
msgstr ""
#: ../../helpdesk/invoice_time.rst:19
msgid "Get started to offer the helpdesk service"
msgstr ""
#: ../../helpdesk/invoice_time.rst:22
msgid "Step 1 : start a helpdesk project"
msgstr ""
#: ../../helpdesk/invoice_time.rst:24
msgid "To start a dedicated project for the helpdesk service, first go to :menuselection:`Project --> Configuration --> Settings` and make sure that the *Timesheets* feature is activated."
msgstr ""
#: ../../helpdesk/invoice_time.rst:31
msgid "Then, go to your dashboard, create the new project and allow timesheets for it."
msgstr ""
#: ../../helpdesk/invoice_time.rst:35
msgid "Step 2 : gather a helpdesk team"
msgstr ""
#: ../../helpdesk/invoice_time.rst:37
msgid "To set a team in charge of the helpdesk, go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and create a new team or select an existing one. On the form, tick the box in front of *Timesheet on Ticket* to activate the feature. Make sure to select the helpdesk project you have previously created as well."
msgstr ""
#: ../../helpdesk/invoice_time.rst:47
msgid "Step 3 : launch the helpdesk service"
msgstr ""
#: ../../helpdesk/invoice_time.rst:49
msgid "Finally, to launch the new helpdesk service, first go to :menuselection:`Sales --> Configuration --> Settings` and make sure that the *Units of Measure* feature is activated."
msgstr ""
#: ../../helpdesk/invoice_time.rst:56
msgid "Then, go to :menuselection:`Products --> Products` and create a new one. Make sure that the product is set as a service."
msgstr ""
#: ../../helpdesk/invoice_time.rst:63
msgid "Here, we suggest that you set the *Unit of Measure* as *Hour(s)*, but any unit will do."
msgstr ""
#: ../../helpdesk/invoice_time.rst:66
msgid "Finally, select the invoicing management you would like to have under the *Sales* tab of the product form. Here, we recommend the following configuration :"
msgstr ""
#: ../../helpdesk/invoice_time.rst:73
msgid "Now, you are ready to start receiving tickets !"
msgstr ""
#: ../../helpdesk/invoice_time.rst:76
msgid "Solve issues and record time spent"
msgstr ""
#: ../../helpdesk/invoice_time.rst:79
msgid "Step 1 : place an order"
msgstr ""
#: ../../helpdesk/invoice_time.rst:81
msgid "You are now in the Helpdesk module and you have just received a ticket from a client. To place a new order, go to :menuselection:`Sales --> Orders --> Orders` and create one for the help desk service product you have previously recorded. Set the number of hours needed to assist the client and confirm the sale."
msgstr ""
#: ../../helpdesk/invoice_time.rst:91
msgid "Step 2 : link the task to the ticket"
msgstr ""
#: ../../helpdesk/invoice_time.rst:93
msgid "If you access the dedicated helpdesk project, you will notice that a new task has automatically been generated with the order. To link this task with the client ticket, go to the Helpdesk module, access the ticket in question and select the task on its form."
msgstr ""
#: ../../helpdesk/invoice_time.rst:102
msgid "Step 3 : record the time spent to help the client"
msgstr ""
#: ../../helpdesk/invoice_time.rst:104
msgid "The job is done and the client's issue is sorted out. To record the hours performed for this task, go back to the ticket form and add them under the *Timesheets* tab."
msgstr ""
#: ../../helpdesk/invoice_time.rst:112
msgid "The hours recorded on the ticket will also automatically appear in the Timesheet module and on the dedicated task."
msgstr ""
#: ../../helpdesk/invoice_time.rst:116
msgid "Step 4 : invoice the client"
msgstr ""
#: ../../helpdesk/invoice_time.rst:118
msgid "To invoice the client, go back to the Sales module and select the order that had been placed. Notice that the hours recorded on the ticket form now appear as the delivered quantity."
msgstr ""
#: ../../helpdesk/invoice_time.rst:125
msgid "All that is left to do, is to create the invoice from the order and then validate it. Now you just have to wait for the client's payment !"
