msgid "As your business grows, having the right tool to support your helpdesk team on recording, tracking and managing issues raised easy and efficiently, is key. Odoo’s Helpdesk application allows you to generate credit notes, manage returns, products, repairs, grant coupons, and even plan onsite interventions from a ticket’s page."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable the after sales options: *Refunds, Returns, Coupons, Repairs and Onsite Interventions*."
msgid "You can use a credit note to refund a customer or adjust the amount due. For that, simply go to your ticket page, click on *Refund* and select the corresponding *Invoice*. Clicking on *Reverse* generates a credit note, and you can *Post* it while still being in the *Helpdesk* app."
msgid "The process of a product return from your customer back to your warehouse is taken into action when, at the ticket page, you choose the option *Return*."
msgid "First, be sure to have your *Coupon Program* planned in the *Sales* or *Website* application. Then, in *Helpdesk*, open your ticket, click on *Coupon*, and choose the respective one."
msgid "Clicking on *Repair* option, on your ticket page, a new repair order form is shown. Fill in the information as needed and choose the next step."
msgid "At the ticket's page click on *Plan Intervention*, and set up your onsite intervention exactly the same way as if you were on the *Field Service* application."
msgid "Allowing customers to close their tickets gives them autonomy and minimize misunderstandings about when an issue is considered solved, or not. It makes communication and actions more efficient."
msgid "You can either create a new Kanban stage or work with an existing one. For both scenarios, go to :menuselection:`Helpdesk --> Settings --> Edit Stage` and enable *Closing Stage*."
msgid "If a closing stage is not specified, by default, the ticket is moved to the last stage; contrarily, if you have more than one stage set as closing, the ticket is put in the first one."
msgid "To do an analysis of the tickets that have been closed by costumers go to :menuselection:`Helpdesk --> Reporting --> Tickets --> Filters --> Add Custom filter --> Closed by partner --> Applied`."
msgid "To go above and beyond email, live chat, web forms, and phone lines, offer your customers a support forum. This way, customers might become more attached to your company as they would be investing time to get into details of your business. You also encourage the exchange of experiences and knowledge, supporting the feeling of belonging to a community (your community!)."
msgid "Create, or edit a forum by clicking on the external link. Among the editing options, choose if you would like the *Forum Mode* to be *Questions*: only one answer is allowed per question or *Discussions*: multiple answers are allowed per question."
msgid "In addition to a forum, offer online courses. When doing so, you link your customers and users’ needs and questions to useful content, helping to boost efficiency as they can also find their answers there."
msgid "To keep track of your course statistics, go to *eLearning* and *View Course*."
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:3
msgid "Getting Started"
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:5
msgid "Helpdesk teams provide your customers with support to queries or errors they might encounter while using your product/service. Therefore, a successful scheme where you can organize multiple teams with their customized pipeline, visibilities settings, and ticket traceability is essential."
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:10
msgid "Set up teams"
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:12
msgid "To modify or create teams, go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`."
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:14
msgid "Setting up multiple teams allows you to group tickets by your channels (example: BE/US), or by your support services' types (example: IT, accounting, admin, etc.)."
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:21
msgid "Team’s productivity and visibility"
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:23
msgid "Teams can have individual *Assignment Methods* to ensure that tickets get redirected to the right person:"
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:26
msgid "*Manually*: tickets are manually assigned, allowing employees to manage their own workload and target tickets they are experts at;"
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:28
msgid "*Random*: tickets are randomly assigned and everyone gets the same amount. This method ensures that all tickets are handled as the assignment happens automatically;"
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:30
msgid "*Balanced*: tickets are assigned to the person with the least amount of tickets so that everyone fairly gets the same amount. Thereby, you ensure that all tickets get to be taken care of."
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:40
msgid "For the *Random* and *Balanced* assignment methods, you can set the *Team Members* among whom tickets are assigned. Leave the field empty to include all employees (with the proper access rights)."
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:43
msgid "The *Team Visibility* feature allows you to specify who can see and access the team’s tickets. Therefore, ticket’s with sensible information are only seen by the right people. Leave the field empty to include all employees (with the proper access rights)."
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:46
msgid "Set up stages and share it among teams"
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:48
msgid "To set up stages, go to :menuselection:`Helpdesk --> Configuration --> Stages`. Then, create and/or edit stages as you need and set specific teams to use certain stages under *Team*."
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:55
msgid "Stages can be shared between one or multiple teams, allowing you to adapt the pipeline to your individual needs. They also apply a visibility and access rule, as other teams are not able to see or use the stage."
msgstr ""
#: ../../helpdesk/overview/getting_started.rst:64
msgid ":doc:`../../general/odoo_basics/add_user`"
msgstr ""
#: ../../helpdesk/overview/ratings.rst:3
msgid "Ratings"
msgstr ""
#: ../../helpdesk/overview/ratings.rst:5
msgid "Allow customers to rate their experience with your helpdesk teams to strengthen your credibility and gain their trust. Reviews can also influence a customer’s decision and open space for feedback that can help you improve the quality of your services."
msgstr ""
#: ../../helpdesk/overview/ratings.rst:12
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Ratings on tickets*. The feature automatically adds a default email template on the non-folded *closing stage(s)* of that team."
msgstr ""
#: ../../helpdesk/overview/ratings.rst:21
msgid "To edit the email template and the stage(s) set as the closing ones, go to the Kanban view of your helpdesk team and click on *Settings*, then on *Edit Stage*."
msgstr ""
#: ../../helpdesk/overview/ratings.rst:28
msgid "Now, once a ticket reaches the stage(s) designated as the *Closing Stage*, an email is sent to the customer."
msgstr ""
#: ../../helpdesk/overview/ratings.rst:35
msgid "Ratings can be seen on the :doc:`chatter <../../project/tasks/collaborate>` of each ticket, under the *See Customer Satisfaction* link on the main dashboard, and through *Reporting*."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Display Rating on Customer Portal*. Now, by clicking on the helpdesk team’s name on their ticket, customers can see its ratings."
msgid "Offering a variety of channels from where your customers can contact you grants them flexibility and the right to choose the best one for themselves. And, in order to make sure inquiries across all channels get addressed, it is essential to have a solution where all interactions come in one place."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, and enable the following features as you want them to be available to your users."
msgid "Let your customers submit tickets by sending an email to your support email address. The subject line of the email becomes the title of the ticket and the content is shown in the Chatter."
msgid "Select *Configure domain name* to be redirected to *Settings* and, from there, enable *External Email Servers* to determine or change your *Alias Domain*."
msgid "Using your own email server is required to send and receive emails in Odoo Community and Enterprise. Online users benefit from a ready-to-use email server."
msgid "Click on your helpdesk team's name - for the example below: *Customer Care* - and :doc:`set up your channel <../../livechat/overview/get_started>`."
msgid "An efficient customer service solution should have a built-in reporting option. Reports allow you to track trends, identify areas for improvement, manage employees’ workloads and, most importantly, meet your customer’s expectations."
msgid "Get an overview of how many requests each team is closing per day in order to measure their performance. Identify productivity levels to understand how many requests they are able to handle."
msgid "Check if your expectations are met by *measuring* the *Time to close (hours)*. Your customers not only expect fast responses but they also want their issues to be handled quickly."
msgid "Save the filters you use the most and avoid having to reconstruct them every time they are needed. To do so, set the groups, filters, and measures needed. Then, go to *Favorites*."
msgid "Service Level Agreements (SLA) are commitments you make with your customers to outline how a service is delivered. It bolsters trust between you and your customers as it makes clear what needs to be done, to what standard, and when."
msgid "First, enable the feature on the settings of the team you would like policies to be applied, going to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`."
msgid "**Target** is the stage a ticket needs to reach within the period defined to satisfy the SLA. The period is based on the ticket’s creation date, and a deadline is set on the ticket’s form once it matches an SLA policy rule. If a ticket has more than one policy applied to it, the closest deadline of all SLAs is the one considered."
msgid "Go to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`. Apply *Filters* and *Group by* to identify tickets that should be prioritized and keep track of upcoming deadlines."
msgid "Have the option to work with prepaid support services, meaning that a sales order and a corresponding invoice are issued and, once the service is done, you can deduct the time spent. Odoo allows it to happen because the applications are fully integrated, resulting in faster responses to your customer needs."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, create or edit an existing team, and enable *Timesheet on Ticket* and *Time Reinvoicing*."
msgid "Select or create a project under *Timesheet on Ticket*. The selected/created is the one at which employees timesheet on by default. However, it can be ultimately modified on each ticket."
msgid "Go to :menuselection:`Sales --> Configuration --> Settings` and enable *Units of Measure* to optionally be able to choose *hours* (for example) as the unit of measure of your service."
msgid "This configuration ensures that the customer is invoiced by the number of hours predicted in the sales order, meaning that less or extra hours recorded are not taken into account. It also ensures that every time a sales order is confirmed, a new task is created under the right project, automating the process."
msgid "We recommend setting up a specific project, as it was done for this flow example. The important thing to remember is that the sales order item needs to be set on the corresponding project or task, in order to reinvoice the time spent on a ticket."
msgid "Go to :menuselection:`Sales --> Orders --> Orders` and create one for the helpdesk service product you have previously set up, with the customer who needs the ticket to be opened. Set the number of hours needed to assist the customer and *Confirm* the order."
msgid "Directly pull the billable time you have tracked on your helpdesk tickets into sales orders and invoices through a project task. It gives you more control over what you charge your client, and it is more efficient."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk team --> Edit` and enable the options *Timesheet on Ticket* and *Time Reinvoicing*."
msgid "Under *Timesheet on Ticket*, choose the *Project* to which tickets (and timesheets) will be linked by default. Open its *External link* to enable the feature *Bill from tasks*."
