[IMP] helpdesk: update closing tickets
closes odoo/documentation#7888 Signed-off-by: Zachary Straub (zst) <zst@odoo.com> Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com> Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com> Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>
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===============
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Closing tickets
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===============
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=============
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Close tickets
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=============
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Once work has been completed on a *Helpdesk* ticket in Odoo, there are several ways it can be
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closed. Manually closing solved tickets keeps the pipeline up to date, while automatically closing
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inactive tickets prevents unnecessary blocking issues. Allowing customers to close their own tickets
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minimizes confusion around whether an issue is considered solved or not. This results in increased
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operational capacity for support teams, and higher customer satisfaction.
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closed.
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In addition to manually closing solved tickets, automatically closing inactive tickets keeps the
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pipeline up-to-date. At the same time, allowing customers to close their own tickets minimizes
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confusion around whether an issue is considered solved or not. This results in increased operational
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capacity for support teams, and higher customer satisfaction.
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Manually close solved tickets
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=============================
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@ -14,47 +16,62 @@ Manually close solved tickets
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As work on a ticket progresses, it is moved along to the next stage in the pipeline. Once the issue
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is solved, the ticket is moved to a *folded* stage. This marks the ticket as *closed*.
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To fold a stage, navigate to the :menuselection:`Helpdesk` dashboard and click on a team to open the
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pipeline. Hover over a stage's heading, and then click the gear icon that appears in the top-right
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corner of that stage's kanban column.
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To fold a stage, navigate to the :menuselection:`Helpdesk` app dashboard, and click on a team to
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open the to reveal that team's pipeline on a separate page.
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From the pipeline page, hover over a stage's heading, and click the :guilabel:`⚙️ (gear)` icon that
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appears in the top-right corner of that stage's Kanban column.
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.. image:: close_tickets/closing-edit-stage-gear.png
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:align: center
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:alt: View of stage on Helpdesk pipeline with emphasis on gear icon and edit stage option.
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From the menu that appears, select :guilabel:`Edit`. This opens the stage's settings in a pop-up
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window.
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In the pop-up window, check the box labeled, :guilabel:`Folded in Kanban`, towards the top of the
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window. Then, click :guilabel:`Save & Close` to confirm the changes.
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Tickets that reach this stage are now considered: *closed*.
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.. image:: close_tickets/closing-folded-setting.png
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:align: center
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:alt: Stage settings page.
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.. warning::
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Clicking the gear icon also displays the option to :guilabel:`Fold` the stage. This setting folds
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the stage *temporarily* to simplify the kanban view. This does *not* close the tickets in this
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stage. It also does not permanently fold the stage. If a stage needs to be folded so the tickets
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can be marked as closed, continue following the steps below.
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From the menu that appears, select :guilabel:`Edit Stage`. This will open the stage's settings.
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Check the box labeled :guilabel:`Folded in Kanban` towards the top of the window, and then
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:guilabel:`Save & Close` to confirm the changes. Now, tickets that reach this stage will be
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considered as *closed*.
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.. image:: close_tickets/closing-folded-setting.png
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:align: center
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:alt: Stage settings page.
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Clicking the :guilabel:`⚙️ (gear)` icon also displays the option to :guilabel:`Fold` the stage.
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This setting folds the stage *temporarily* to simplify the Kanban view. This does **not** close
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the tickets in this stage. It also does **not** permanently fold the stage. If a stage needs to
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be folded, so the tickets can be marked as *closed*, the :guilabel:`Folded in Kanban` checkbox
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**must** be checked on the stage's settings.
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Automatically close inactive tickets
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====================================
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Tickets that are inactive for a set period of time can be automatically closed. At that point, they
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will be moved to a folded stage.
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are moved to a folded stage.
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Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`.
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Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`.
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To have Odoo automatically close inactive tickets, go to the desired team's settings page, by
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navigating to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and selecting the
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desired team to configure. Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic
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Closing`.
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If one of the team's stages is set to be folded in the kanban view, it will be the default selection
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in the :guilabel:`Move to Stage` field. If the team has more than one folded stage, the stage that
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occurs first in the pipeline will be the default. If no stage is folded, the default selection will
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be the last stage in the pipeline.
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After ticking the box for :guilabel:`Automatic Closing`, three new fields appear beneath:
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The :guilabel:`After days of inactivity` field defaults to `7`, but can be adjusted if necessary.
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- :guilabel:`Move to Stage`
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- :guilabel:`After (#) days of inactivity`
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- :guilabel:`In Stages`
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If one of the team's stages is set to be folded in the Kanban view, the folded stage is the default
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selection in the :guilabel:`Move to Stage` field. If the team has more than one folded stage, the
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folded stage that occurs first in the pipeline is the default. If no stage is folded, the default
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selection is the last stage in the pipeline.
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The :guilabel:`After (#) days of inactivity` field defaults to `7`, but can be adjusted if
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necessary.
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.. warning::
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The :guilabel:`After days of inactivity` field does **not** take the working calendar into
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The :guilabel:`After (#) days of inactivity` field does **not** take the working calendar into
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account when tracking the amount of time a ticket has been inactive.
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If only certain stages should be used to track days of inactivity, they can be added to the
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@ -68,17 +85,20 @@ If only certain stages should be used to track days of inactivity, they can be a
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- `Customer Feedback`
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- `Closed`
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Tickets can linger in the :guilabel:`Customer Feedback stage`, because once an issue is solved,
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Tickets may linger in the :guilabel:`Customer Feedback` stage, because once an issue is solved,
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customers may not respond immediately. At that point, the tickets can be closed automatically.
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However, tickets in the :guilabel:`New` and :guilabel:`In Progress` stages may remain inactive
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due to assignment or workload issues. Closing these tickets automatically would result in issues
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Tickets in the :guilabel:`New` and :guilabel:`In Progress` stages could remain inactive due to
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assignment or workload issues. The support team may be looking into the issue even if they are
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not updating the ticket directly. Closing these tickets automatically would result in issues
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going unsolved.
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Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\
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Therefore, the :guilabel:`Automatic Closing` settings for this team would be configured as
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below:
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- :guilabel:`Automatic Closing`: *checked*
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- :guilabel:`Move to Stage`: `Solved`
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- :guilabel:`After``7`:guilabel:`days of inactivity`
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- :guilabel:`After` `7` :guilabel:`days of inactivity`
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- :guilabel:`In Stages`: `Customer Feedback`
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.. image:: close_tickets/closing-automatic-settings-example.png
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@ -88,19 +108,20 @@ If only certain stages should be used to track days of inactivity, they can be a
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Allow customers to close their own tickets
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==========================================
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Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own ticket(s)
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Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own tickets
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when they determine that their issue has been resolved.
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Start by navigating to :menuselection:`Helpdesk --> Configuration --> Teams` and select a team. On
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the team's settings page, scroll to the :guilabel:`Self-Service` section and check the box for
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:guilabel:`Closure by Customers`.
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To allow customers to close their own tickets, start by navigating to :menuselection:`Helpdesk app
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--> Configuration --> Helpdesk Teams`, and click on a team to open the team's settings page. Next,
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scroll to the :guilabel:`Self-Service` section, and check the box for :guilabel:`Closure by
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Customers`.
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.. image:: close_tickets/closing-by-customer-setting.png
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:align: center
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:alt: Customer closing setting in Odoo Helpdesk.
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Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` button will be available
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for customers when they view their ticket through the customer portal.
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Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` button is available for
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customers when they view their ticket through the customer portal.
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.. image:: close_tickets/closing-customer-view.png
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:align: center
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@ -108,9 +129,9 @@ for customers when they view their ticket through the customer portal.
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.. note::
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Customers are able to view their tickets by clicking the :guilabel:`View the ticket` link they
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receive by email. The link is included in the :guilabel:`Request Acknowledgment` template, which
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is added to the first stage of a team by default. This link does not require a customer to have
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access to the portal to view or respond to their ticket.
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receive by email. The link is included in the :guilabel:`Helpdesk: Ticket Received` template,
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which is added to the first stage of a team by default. This link does **not** require a customer
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to have access to the portal to view or respond to their ticket.
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Customers with access to the portal will be able to view their tickets under :menuselection:`My
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Account --> Tickets`.
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Customers with access to the portal can view their tickets under :menuselection:`My Account -->
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Tickets`.
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