diff --git a/content/applications/services/helpdesk/advanced/close_tickets.rst b/content/applications/services/helpdesk/advanced/close_tickets.rst index f5877e2fc..25d3ba97c 100644 --- a/content/applications/services/helpdesk/advanced/close_tickets.rst +++ b/content/applications/services/helpdesk/advanced/close_tickets.rst @@ -1,12 +1,14 @@ -=============== -Closing tickets -=============== +============= +Close tickets +============= Once work has been completed on a *Helpdesk* ticket in Odoo, there are several ways it can be -closed. Manually closing solved tickets keeps the pipeline up to date, while automatically closing -inactive tickets prevents unnecessary blocking issues. Allowing customers to close their own tickets -minimizes confusion around whether an issue is considered solved or not. This results in increased -operational capacity for support teams, and higher customer satisfaction. +closed. + +In addition to manually closing solved tickets, automatically closing inactive tickets keeps the +pipeline up-to-date. At the same time, allowing customers to close their own tickets minimizes +confusion around whether an issue is considered solved or not. This results in increased operational +capacity for support teams, and higher customer satisfaction. Manually close solved tickets ============================= @@ -14,47 +16,62 @@ Manually close solved tickets As work on a ticket progresses, it is moved along to the next stage in the pipeline. Once the issue is solved, the ticket is moved to a *folded* stage. This marks the ticket as *closed*. -To fold a stage, navigate to the :menuselection:`Helpdesk` dashboard and click on a team to open the -pipeline. Hover over a stage's heading, and then click the gear icon that appears in the top-right -corner of that stage's kanban column. +To fold a stage, navigate to the :menuselection:`Helpdesk` app dashboard, and click on a team to +open the to reveal that team's pipeline on a separate page. + +From the pipeline page, hover over a stage's heading, and click the :guilabel:`⚙️ (gear)` icon that +appears in the top-right corner of that stage's Kanban column. .. image:: close_tickets/closing-edit-stage-gear.png :align: center :alt: View of stage on Helpdesk pipeline with emphasis on gear icon and edit stage option. +From the menu that appears, select :guilabel:`Edit`. This opens the stage's settings in a pop-up +window. + +In the pop-up window, check the box labeled, :guilabel:`Folded in Kanban`, towards the top of the +window. Then, click :guilabel:`Save & Close` to confirm the changes. + +Tickets that reach this stage are now considered: *closed*. + +.. image:: close_tickets/closing-folded-setting.png + :align: center + :alt: Stage settings page. + .. warning:: - Clicking the gear icon also displays the option to :guilabel:`Fold` the stage. This setting folds - the stage *temporarily* to simplify the kanban view. This does *not* close the tickets in this - stage. It also does not permanently fold the stage. If a stage needs to be folded so the tickets - can be marked as closed, continue following the steps below. - -From the menu that appears, select :guilabel:`Edit Stage`. This will open the stage's settings. -Check the box labeled :guilabel:`Folded in Kanban` towards the top of the window, and then -:guilabel:`Save & Close` to confirm the changes. Now, tickets that reach this stage will be -considered as *closed*. - - .. image:: close_tickets/closing-folded-setting.png - :align: center - :alt: Stage settings page. + Clicking the :guilabel:`⚙️ (gear)` icon also displays the option to :guilabel:`Fold` the stage. + This setting folds the stage *temporarily* to simplify the Kanban view. This does **not** close + the tickets in this stage. It also does **not** permanently fold the stage. If a stage needs to + be folded, so the tickets can be marked as *closed*, the :guilabel:`Folded in Kanban` checkbox + **must** be checked on the stage's settings. Automatically close inactive tickets ==================================== Tickets that are inactive for a set period of time can be automatically closed. At that point, they -will be moved to a folded stage. +are moved to a folded stage. -Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`. -Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`. +To have Odoo automatically close inactive tickets, go to the desired team's settings page, by +navigating to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and selecting the +desired team to configure. Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic +Closing`. -If one of the team's stages is set to be folded in the kanban view, it will be the default selection -in the :guilabel:`Move to Stage` field. If the team has more than one folded stage, the stage that -occurs first in the pipeline will be the default. If no stage is folded, the default selection will -be the last stage in the pipeline. +After ticking the box for :guilabel:`Automatic Closing`, three new fields appear beneath: -The :guilabel:`After days of inactivity` field defaults to `7`, but can be adjusted if necessary. +- :guilabel:`Move to Stage` +- :guilabel:`After (#) days of inactivity` +- :guilabel:`In Stages` + +If one of the team's stages is set to be folded in the Kanban view, the folded stage is the default +selection in the :guilabel:`Move to Stage` field. If the team has more than one folded stage, the +folded stage that occurs first in the pipeline is the default. If no stage is folded, the default +selection is the last stage in the pipeline. + +The :guilabel:`After (#) days of inactivity` field defaults to `7`, but can be adjusted if +necessary. .. warning:: - The :guilabel:`After days of inactivity` field does **not** take the working calendar into + The :guilabel:`After (#) days of inactivity` field does **not** take the working calendar into account when tracking the amount of time a ticket has been inactive. If only certain stages should be used to track days of inactivity, they can be added to the @@ -68,17 +85,20 @@ If only certain stages should be used to track days of inactivity, they can be a - `Customer Feedback` - `Closed` - Tickets can linger in the :guilabel:`Customer Feedback stage`, because once an issue is solved, + Tickets may linger in the :guilabel:`Customer Feedback` stage, because once an issue is solved, customers may not respond immediately. At that point, the tickets can be closed automatically. - However, tickets in the :guilabel:`New` and :guilabel:`In Progress` stages may remain inactive - due to assignment or workload issues. Closing these tickets automatically would result in issues + + Tickets in the :guilabel:`New` and :guilabel:`In Progress` stages could remain inactive due to + assignment or workload issues. The support team may be looking into the issue even if they are + not updating the ticket directly. Closing these tickets automatically would result in issues going unsolved. - Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\ + Therefore, the :guilabel:`Automatic Closing` settings for this team would be configured as + below: - :guilabel:`Automatic Closing`: *checked* - :guilabel:`Move to Stage`: `Solved` - - :guilabel:`After``7`:guilabel:`days of inactivity` + - :guilabel:`After` `7` :guilabel:`days of inactivity` - :guilabel:`In Stages`: `Customer Feedback` .. image:: close_tickets/closing-automatic-settings-example.png @@ -88,19 +108,20 @@ If only certain stages should be used to track days of inactivity, they can be a Allow customers to close their own tickets ========================================== -Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own ticket(s) +Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own tickets when they determine that their issue has been resolved. -Start by navigating to :menuselection:`Helpdesk --> Configuration --> Teams` and select a team. On -the team's settings page, scroll to the :guilabel:`Self-Service` section and check the box for -:guilabel:`Closure by Customers`. +To allow customers to close their own tickets, start by navigating to :menuselection:`Helpdesk app +--> Configuration --> Helpdesk Teams`, and click on a team to open the team's settings page. Next, +scroll to the :guilabel:`Self-Service` section, and check the box for :guilabel:`Closure by +Customers`. .. image:: close_tickets/closing-by-customer-setting.png :align: center :alt: Customer closing setting in Odoo Helpdesk. -Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` button will be available -for customers when they view their ticket through the customer portal. +Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` button is available for +customers when they view their ticket through the customer portal. .. image:: close_tickets/closing-customer-view.png :align: center @@ -108,9 +129,9 @@ for customers when they view their ticket through the customer portal. .. note:: Customers are able to view their tickets by clicking the :guilabel:`View the ticket` link they - receive by email. The link is included in the :guilabel:`Request Acknowledgment` template, which - is added to the first stage of a team by default. This link does not require a customer to have - access to the portal to view or respond to their ticket. + receive by email. The link is included in the :guilabel:`Helpdesk: Ticket Received` template, + which is added to the first stage of a team by default. This link does **not** require a customer + to have access to the portal to view or respond to their ticket. - Customers with access to the portal will be able to view their tickets under :menuselection:`My - Account --> Tickets`. + Customers with access to the portal can view their tickets under :menuselection:`My Account --> + Tickets`. diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closing-by-customer-setting.png b/content/applications/services/helpdesk/advanced/close_tickets/closing-by-customer-setting.png index 976822834..e8dc3360d 100644 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/closing-by-customer-setting.png and b/content/applications/services/helpdesk/advanced/close_tickets/closing-by-customer-setting.png differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closing-customer-view.png b/content/applications/services/helpdesk/advanced/close_tickets/closing-customer-view.png index 952058039..ae9511ed2 100644 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/closing-customer-view.png and b/content/applications/services/helpdesk/advanced/close_tickets/closing-customer-view.png differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closing-edit-stage-gear.png b/content/applications/services/helpdesk/advanced/close_tickets/closing-edit-stage-gear.png index 39c83e7e9..2b7af0fa2 100644 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/closing-edit-stage-gear.png and b/content/applications/services/helpdesk/advanced/close_tickets/closing-edit-stage-gear.png differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closing-folded-setting.png b/content/applications/services/helpdesk/advanced/close_tickets/closing-folded-setting.png index 52c5a2288..32e147a07 100644 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/closing-folded-setting.png and b/content/applications/services/helpdesk/advanced/close_tickets/closing-folded-setting.png differ