[IMP] helpdesk: update receiving tickets
closes odoo/documentation#7579 Signed-off-by: Zachary Straub (zst) <zst@odoo.com> Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com> Co-authored-by: Timothy Kukulka <91896312+tiku-odoo@users.noreply.github.com> Co-authored-by: Timothy Kukulka <91896312+tiku-odoo@users.noreply.github.com> Co-authored-by: ksc-odoo <73958186+ksc-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>
@ -1,287 +1,346 @@
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=======================
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Start receiving tickets
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=======================
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=================
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Receiving tickets
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=================
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Odoo *Helpdesk* offers multiple channels where customers can reach out for assistance, such as
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email, live chat, and through a website's submission form. The variety of these contact options
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provides customers with multiple opportunities to receive support quickly, while also giving the
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support team the ability to manage multi-channel support tickets from one central location.
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provides customers with multiple opportunities to receive support quickly while also allowing the
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support team to manage multi-channel support tickets from one central location.
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Enable channel options to submit tickets
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========================================
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Go to :menuselection:`Helpdesk --> Configuration --> Teams` and choose an existing team, or click
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:guilabel:`New` to :doc:`create a new team <getting_started>`.
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Go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and choose an existing
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team, or click :guilabel:`New` to :doc:`create a new team <getting_started>`.
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On the team's settings page, scroll down to :guilabel:`Channels`. Select one or more channel(s) to
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enable by checking the respective box(es).
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On the team's settings page, scroll down to the :guilabel:`Channels` and :guilabel:`Help Center`
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sections. Enable one or more channels by checking the respective boxes.
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- :guilabel:`Email Alias`
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- :guilabel:`Website Form`
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- :guilabel:`Live Chat`
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- :ref:`Email Alias <helpdesk/receiving_tickets/email-alias>`
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- :ref:`Live Chat <helpdesk/receiving_tickets/live-chat>`
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- :ref:`Website Form <helpdesk/receiving_tickets/website-form>`
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.. _helpdesk/receiving_tickets/email-alias:
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Email Alias
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-----------
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The *Email Alias* setting automatically creates tickets from messages sent to that team's
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specified email alias.
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The *Email Alias* setting creates tickets from messages sent to that team's specified email alias.
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To alter a *Helpdesk* team's email alias, navigate to the :guilabel:`Teams` settings page. Find
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:guilabel:`Email Alias`, under the :guilabel:`Channels` heading, and then type in the desired team
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alias in the field.
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.. important::
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The following steps are for **Odoo Online** and **Odoo.sh** databases. For **On-premise**
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databases, external servers are required for email aliases.
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When a new *Helpdesk* team is created, an :guilabel:`Email Alias` is created, as well. This alias
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can be changed in the :guilabel:`Alias` field.
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When a new *Helpdesk* team is created, an email alias is created for it. This alias can be changed
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on the team's settings page.
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.. note::
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If the database does not have a custom domain already configured, click :guilabel:`Configure a
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custom domain` to be redirected to the :guilabel:`Settings` page. From there, enable
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:guilabel:`Custom Email Servers`.
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To change a *Helpdesk* team's email alias, navigate to :menuselection:`Helpdesk app -->
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Configuration --> Helpdesk Teams`, and click on a team name to open its settings page.
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Then, scroll to :menuselection:`Channels --> Email Alias`. In the :guilabel:`Alias` field, type the
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desired name for the team's email alias.
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.. image:: receiving_tickets/receiving-tickets-email-alias.png
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:align: center
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:alt: View of the settings page of a helpdesk team emphasizing the email alias feature in Odoo
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:alt: View of the settings page of a Helpdesk team emphasizing the email alias feature in Odoo
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Helpdesk.
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When an email is received, the subject line from the email becomes the title of a new *Helpdesk*
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ticket. The body of the email is also added to the ticket under the :guilabel:`Description` tab and
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in the ticket's :guilabel:`Chatter` section.
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.. note::
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Custom email domains are **not** required in order to use an email alias, however, they can be
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configured through the *Settings* app.
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.. important::
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The configuration steps outlined above are for **Odoo Online** and **Odoo.sh** databases. For
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**On-premise** databases, additional configuration for custom email servers and email aliases
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may be required.
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If the database does not have a custom domain already configured, click :guilabel:`Set an Alias
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Domain` to be redirected to the :guilabel:`Settings` page. From there, enable :guilabel:`Custom
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Email Servers`.
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When an email is received, the subject line becomes the title of a new *Helpdesk* ticket. The body
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of the email is also added to the ticket, under the :guilabel:`Description` tab, and in the ticket's
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chatter.
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.. _helpdesk/receiving_tickets/live-chat:
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Live Chat
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---------
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The *Live Chat* feature lets website visitors connect directly with a support agent or chatbot.
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*Helpdesk* tickets can be instantly created during these conversations using the :doc:`response
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command </applications/websites/livechat/responses>` `/ticket`.
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To enable *Live Chat*, navigate to the :menuselection:`Helpdesk app --> Configuration --> Helpdesk
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Teams` list view, select a team, and on the team's settings page, click the checkbox next to
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:guilabel:`Live Chat`, under the :guilabel:`Channels` section.
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.. note::
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If this is the first time :doc:`Live Chat </applications/websites/livechat>` has been enabled on
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the database, the page may need to be saved manually and refreshed before any further steps can
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be taken.
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After the :guilabel:`Live Chat` setting is enabled on a *Helpdesk* team, a new *Live Chat* channel
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is created. Click on :guilabel:`Configure Live Chat Channel` to update the channel's settings.
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Live Chat channel configuration
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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On the channel's settings page, :guilabel:`Channel Name` can be edited, though, Odoo names the
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channel to match the *Helpdesk* team name, by default.
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.. example::
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If a *Helpdesk* team is named `Customer Care`, a *Live Chat* channel is created called `Customer
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Care`.
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.. image:: receiving_tickets/receiving-tickets-live-chat-new-channel.png
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:align: center
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:alt: View of the Kanban cards for the available Live Chat channels.
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On the channel form, navigate through the tabs to complete the setup.
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Operators tab
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*************
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*Operators* are the users who act as agents and respond to live chat requests from customers. The
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user who created the live chat channel is added by default.
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To add additional users, click on the :guilabel:`Operators` tab, then click :guilabel:`Add`.
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Click the checkbox next to the users to be added on the :guilabel:`Add: Operators` pop-up window
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that appears, then click :guilabel:`Select`.
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Click :guilabel:`New` to create new operators, if needed.
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When the desired addition is complete, click :guilabel:`Save & Close`, or :guilabel:`Save & New` to
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add multiple new operators.
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.. danger::
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Creating a new user can impact the status of an Odoo subscription, as the total number of users
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in a database counts towards the billing rate. Proceed with caution before creating a new user.
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If a user already exists, adding them as an operator will **not** alter the subscription or
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billing rate for a database.
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Additionally, current operators can be edited or removed by clicking on their respective boxes in
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the :guilabel:`Operators` tab, and then adjusting their form values on the pop-up form that appears,
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or by using one of the buttons located at the bottom of the form, such as :guilabel:`Remove`.
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.. tip::
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Users can add themselves as an operator by clicking the :guilabel:`Join Channel` button on a
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*Live Chat* channel.
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.. image:: receiving_tickets/receiving-tickets-join-live-chat.png
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:align: center
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:alt: View of a live chat channel Kanban card with the join button emphasized.
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Options tab
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***********
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The :guilabel:`Options` tab contains the visual and text settings for the live chat window.
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.. image:: receiving_tickets/receiving-tickets-options-tab.png
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:align: center
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:alt: View of the options tab of a Live Chat channel's settings.
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- :guilabel:`Notification Text`: this field updates the greeting displayed in the text bubble when
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the live chat button appears on the website.
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- :guilabel:`Livechat Button Color`: this field alters the color of the live chat button as it
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appears on the website. To change the color, click on a color bubble to open the color selection
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window, then click and drag the circle along the color gradient. Click out of the selection window
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once complete. Click the refresh icon to the right of the color bubbles to reset the colors to the
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default selection.
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- :guilabel:`Show`: the chat button displays on the selected page.
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- :guilabel:`Show with notification`: the chat button is displayed, with the addition of the
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:guilabel:`Notification text` from the :guilabel:`Options` tab.
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- :guilabel:`Open automatically`: the chat button is displayed, and automatically opens the chat
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window after a designated amount of time. The amount of time is designated in the :guilabel:`Open
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automatically timer` field, which appears only when this display option is selected.
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- :guilabel:`Hide`: the chat button is hidden from display on the webpage.
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.. tip::
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Color selection, for the button or header, can be made manually, or through RGB, HSL, or HEX code
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selection. Different options are available, depending on the operating system or browser.
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Channel Rules tab
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*****************
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The :guilabel:`Channel Rules` tab determines when the live chat window opens on the website by logic
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of when a :guilabel:`URL Regex` action is triggered (e.g., a page visit).
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.. tip::
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A regex, or regular expression, is sometimes referred to as a rational expression. It is a
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sequence of characters that specifies a match pattern in text. A match is made within the given
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range of numbers or for the set of characters.
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Edit existing rules by selecting them from the :guilabel:`Channel Rules` tab, or create a new rule
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by clicking :guilabel:`Add a line`.
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Then, proceed to configure the details for how the rule should apply on the pop-up form that
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appears.
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Choose how the *Live Chat Button* displays on the webpage.
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- :guilabel:`Show`: the chat button displays on the selected page.
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- :guilabel:`Show with notification`: the chat button is displayed, with the addition of the
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:guilabel:`Notification text` from the :guilabel:`Options` tab.
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- :guilabel:`Open automatically`: the chat button is displayed, and automatically opens the chat
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window after a designated amount of time. The amount of time is designated in the :guilabel:`Open
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automatically timer` field, which appears only when this display option is selected.
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- :guilabel:`Hide`: the chat button is hidden from display on the webpage.
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To include a :guilabel:`Chatbot` on this channel, select it from the drop-down menu. If the chatbot
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should only be active when no operators are available, check the box labeled :guilabel:`Enabled only
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if no operator`.
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.. note::
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If a :doc:`chatbot </applications/websites/livechat/chatbots>` is added to a live chat channel, a
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new :guilabel:`Chatbots` smart button appears on the channel settings form. Click here to create
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and update the chatbot *script*.
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Each line in the script contains a :guilabel:`Message`, :guilabel:`Step Type`,
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:guilabel:`Answers`, and conditional *Only If* logic that applies when certain pre-filled answers
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are chosen.
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To create more steps in the script, click :guilabel:`Add a line`, and fill out the script steps
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form, according to the desired logic.
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Add the URLs for the pages where the channel should appear in the :guilabel:`URL Regex` field. Only
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the path from the root domain is needed, not the full URL.
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If this channel should only be available to users in specific countries, add those countries to the
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:guilabel:`Country` field. If this field is left blank, the channel is available to all site
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visitors.
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.. image:: receiving_tickets/receiving-tickets-channel-rules.png
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:align: center
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:alt: View of the Kanban cards for the available Live Chat channels.
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Widget tab
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**********
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The :guilabel:`Widget` tab on the live chat channel form offers a website widget that can be added
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to third-party websites. Additionally, a URL is available, that can provide instant access to a live
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chat window.
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The live chat :guilabel:`Widget` can be applied to websites created through Odoo by navigating to
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the :menuselection:`Website app --> Configuration --> Settings --> Email & Marketing`. Then, scroll
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to the :guilabel:`Live Chat` field, and select the channel to add to the site. Click
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:guilabel:`Save` to apply.
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To add the widget to a website created on a third-party website, click the :guilabel:`Copy` button
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next to the first listed code, and paste the code into the `<head>` tag on the site.
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To send a live chat session to a customer or supplier, click the :guilabel:`Copy` button next to the
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second listed code, and send the URL via email.
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Create a support ticket from a live chat session
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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Operators who have joined a live chat channel are able to communicate with site visitors in
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real-time.
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During the conversation, an operator can use the shortcut :doc:`command
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</applications/websites/livechat/responses>` `/ticket` to create a ticket without leaving the chat
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window. The transcript from the conversation is added to the new ticket, under the
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:guilabel:`Description` tab.
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.. tip::
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*Helpdesk* tickets can also be created through the :doc:`WhatsApp
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</applications/productivity/whatsapp>` app using the same `/ticket` command.
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.. _helpdesk/receiving_tickets/website-form:
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Website Form
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------------
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Enabling the *Website Form* setting adds a new page to the website with a customizable
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form. A new ticket is created once the required form fields are filled out and submitted.
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Enabling the *Website Form* setting adds a new page to the website with a customizable form. A new
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ticket is created once the required form fields are filled out and submitted.
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To activate the website form, navigate to a team's settings page under :menuselection:`Configuration
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--> Teams`. Find the :guilabel:`Website Form` feature under the :guilabel:`Channels` section, and
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To activate the website form, navigate to a team's settings page under :menuselection:`Helpdesk app
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--> Configuration --> Helpdesk Teams`, and selecting the desired team from the list.
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Then, locate the :guilabel:`Website Form` feature, under the :guilabel:`Help Center` section, and
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check the box.
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If more than one website is active on the database, confirm the correct website is listed in the
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:guilabel:`Website` field. If not, select the correct one from the drop-down list.
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After the feature is activated, click the :guilabel:`Go to Website` smart button at the top of the
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||||
that :guilabel:`Teams` settings page to view and edit the new website form, which is created
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:guilabel:`Teams` settings page to view and edit the new website form, which is created
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automatically by Odoo.
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.. note::
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After enabling the website form, the *Teams* settings page may need to be refreshed before the
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||||
*Go to Website* smart button appears.
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After enabling the :guilabel:`Website Form` setting, the team's settings page may need to be
|
||||
refreshed before the :guilabel:`Go to Website` smart button appears.
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As well, if a *Help Center* is published, the smart button will navigate there first. Simply click
|
||||
the :guilabel:`Contact Us` button at the bottom of the forum to navigate to the ticket submission
|
||||
form.
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Additionally, if a *Help Center* is published, the smart button navigates there first. Simply
|
||||
click the :guilabel:`Contact Us` button, at the bottom of the forum, to navigate to the ticket
|
||||
submission form.
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||||
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.. image:: receiving_tickets/receiving-tickets-go-to-website.png
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:align: center
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:alt: View of the settings page of a helpdesk team emphasizing the Go to Website button in
|
||||
Odoo Helpdesk.
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||||
Customize the website ticket form
|
||||
Website ticket form customization
|
||||
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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||||
|
||||
To customize the default ticket submission form, click the :guilabel:`Edit` button in the upper
|
||||
right corner of the page. Then click on one of the fields in the form.
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||||
To customize the default ticket submission form, while on the website, click the :guilabel:`Edit`
|
||||
button in the upper-right corner of the page. This opens the editing sidebar on the right side.
|
||||
Then, click on one of the fields in the form, on the body of the website, to edit it.
|
||||
|
||||
Add, remove, or update fields as necessary to alter the information submitted by customers. Fields
|
||||
can be made marked as :guilabel:`Required`, by toggling the switch from gray to blue in the website
|
||||
builder's editor window, located under the :guilabel:`Field` section. As well, other pertinent field
|
||||
information can be edited here, such as:
|
||||
To add a new field, go to the :guilabel:`Field` section of the sidebar, and click :guilabel:`+
|
||||
Field`.
|
||||
|
||||
- :guilabel:`Type`: which matches an Odoo model value to the field (e.g. `Customer Name`).
|
||||
- :guilabel:`Input Type`: to determine what type of input the field should be, like `Text`, `Email`,
|
||||
`Telephone` or `URL`.
|
||||
- :guilabel:`Label`: to give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also
|
||||
Click the :guilabel:`🗑️ (trash can)` icon to delete the field, if necessary.
|
||||
|
||||
Edit the other options for the new field in the sidebar, as desired:
|
||||
|
||||
- :guilabel:`Type`: matches an Odoo model value to the field (e.g. `Customer Name`).
|
||||
- :guilabel:`Input Type`: determine what type of input the field should be, like `Text`, `Email`,
|
||||
`Telephone`, or `URL`.
|
||||
- :guilabel:`Label`: give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also
|
||||
control the label position on the form by using the nested :guilabel:`Position` options.
|
||||
- :guilabel:`Description`: which, optionally, adds an editable line under the input box to provide
|
||||
additional contextual information related to the field.
|
||||
- :guilabel:`Placeholder`: to add a sample input value.
|
||||
- :guilabel:`Default value`: to add common use case values that most customers would find valuable
|
||||
- :guilabel:`Required`: which sets the field as mandatory before the form can be submitted.
|
||||
- :guilabel:`Visibility`: to allow for absolute or conditional visibility of the field. Nested
|
||||
options, such as device visibility, appear when certain options are selected.
|
||||
|
||||
.. tip::
|
||||
Text blocks can be added in the farthest 1/3 column of the ticket form page, next to the ticket
|
||||
form. This is an ideal place to include team information such as additional contact details,
|
||||
hours, or common helpful articles that link to the :guilabel:`Forum`.
|
||||
- :guilabel:`Description`: determine whether or not to add an editable line under the input box to
|
||||
provide additional contextual information related to the field.
|
||||
- :guilabel:`Placeholder`: add a sample input value.
|
||||
- :guilabel:`Default Value`: add common use case values that most customers would find valuable.
|
||||
For example, this can include prompts of information customers should include to make it easier to
|
||||
solve their issue, such as an account number, or product number.
|
||||
- :guilabel:`Required`: determine whether or not to mark a field as required, in order for the form
|
||||
to be submitted. Toggle the switch from gray to blue.
|
||||
- :guilabel:`Visibility`: allow for absolute or conditional visibility of the field. Nested options,
|
||||
such as, device visibility, appear when certain options are selected.
|
||||
- :guilabel:`Animation`: choose whether or not the field should include animation.
|
||||
|
||||
.. image:: receiving_tickets/receiving-tickets-web-form.png
|
||||
:align: center
|
||||
:alt: View of the unpublished website form to submit a ticket for Odoo Helpdesk.
|
||||
|
||||
Once the form has been optimized and is ready for public use, :guilabel:`Save` the changes, and then
|
||||
publish the form by clicking on the :guilabel:`Unpublished` button.
|
||||
|
||||
Live Chat
|
||||
---------
|
||||
|
||||
The *Live Chat* feature allows website visitors to connect directly with a support agent or chatbot.
|
||||
During these conversations, *Helpdesk* tickets can be instantly created by using the
|
||||
:doc:`response command </applications/websites/livechat/responses>` `/helpdesk`.
|
||||
|
||||
To enable *Live Chat*, navigate to the :menuselection:`Configuration --> Teams` list view, select a
|
||||
team, and on the :guilabel:`Teams` settings page, click the check box next to :guilabel:`Live Chat`,
|
||||
under the :guilabel:`Channels` heading.
|
||||
|
||||
.. note::
|
||||
If this is the first time *Live Chat* has been enabled on the database, the page may need to be
|
||||
saved manually and refreshed before any further steps can be taken.
|
||||
|
||||
With the :guilabel:`Live Chat` setting engaged, click on :guilabel:`View Channels`. Then, on the
|
||||
:guilabel:`Website Live Chat Channels` dashboard, select the kanban card for the channel that was
|
||||
created for the *Helpdesk* team, or create a :guilabel:`New` one if necessary. When a kanban card is
|
||||
selected, additional options await on the channel's form.
|
||||
|
||||
Customize the live chat channel
|
||||
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|
||||
|
||||
When an individual channel is clicked on the :guilabel:`Website Live Chat Channels` dashboard, Odoo
|
||||
directs the page to the channel form. From there, the :guilabel:`Channel Name` can be edited,
|
||||
however Odoo names this to match the *Helpdesk* team's kanban pipeline, by default.
|
||||
|
||||
.. example::
|
||||
If a *Helpdesk* team is named `Customer Care`, a *Live Chat* channel will be created with the
|
||||
same name.
|
||||
|
||||
.. image:: receiving_tickets/receiving-tickets-live-chat-join-channel.png
|
||||
:align: center
|
||||
:alt: View of the kanban cards for the available Live Chat channels.
|
||||
|
||||
On the channel form, navigate through the tabs to complete the setup.
|
||||
|
||||
Add operators
|
||||
*************
|
||||
|
||||
*Operators* are the users who will act as agents and respond to live chat requests from customers.
|
||||
The user who originally created the live chat channel will be added by default.
|
||||
|
||||
To add additional users, navigate and click on the live chat channel from the :guilabel:`Website
|
||||
Live Chat Channels` dashboard, and on the :guilabel:`Operators` tab, click :guilabel:`ADD`.
|
||||
|
||||
Then, click the check box next to the users to be added, and click :guilabel:`SELECT`.
|
||||
:guilabel:`New` operators can be created and added to the list, as well, by filling out the
|
||||
:guilabel:`Create Operators` form and then clicking :guilabel:`SAVE & CLOSE` (or :guilabel:`SAVE &
|
||||
NEW` for multiplerecord creations).
|
||||
|
||||
As well, current operators can be edited or removed by clicking on their respective boxes in the
|
||||
:guilabel:`Operators` tab, and then adjusting their form values, or by using one of the form buttons
|
||||
located at the bottom of the form, such as :guilabel:`REMOVE`.
|
||||
|
||||
.. tip::
|
||||
Users can add themselves as an operator by clicking the :guilabel:`Join` button on a *Live Chat*
|
||||
channel.
|
||||
|
||||
Modify channel options
|
||||
**********************
|
||||
|
||||
The :guilabel:`Options` tab contains the visual and text settings for the live chat window.
|
||||
|
||||
Change the text in the :guilabel:`Text of the Button` field to update the greeting displayed in the
|
||||
text bubble when the live chat button appears on the website.
|
||||
|
||||
Edit the :guilabel:`Welcome Message` to change the message a visitor sees when they open the chat
|
||||
window. This message will appear as though it is sent by a live chat operator, and should be an
|
||||
invitation to continue the conversation.
|
||||
|
||||
Edit the :guilabel:`Chat Input Placeholder` to change the text that appears in the box where
|
||||
visitors will type their replies.
|
||||
|
||||
Change the :guilabel:`Livechat Button Color` and the :guilabel:`Channel Header Color` by
|
||||
clicking a color bubble to open the color selection window. Click the refresh icon to the right of
|
||||
the color bubbles to reset the colors to the default selection.
|
||||
|
||||
.. tip::
|
||||
Color selection, for the button or header, can be made manually, or through RGB, HSL or HEX code
|
||||
selection. Different options will be available, depending on your operating system.
|
||||
|
||||
Create channel rules
|
||||
********************
|
||||
|
||||
The :guilabel:`Channel Rules` tab determines when the live chat window opens on the website by logic
|
||||
of when a :guilabel:`URL Regex` action is triggered (e.g., a page visit).
|
||||
|
||||
Edit existing rules, or create a new one by clicking :guilabel:`Add a line`, and fill out the pop-up
|
||||
form details based on how the rule should apply.
|
||||
|
||||
If a :guilabel:`Chatbot` will be included on this channel, select it from the dropdown. If the
|
||||
chatbot will only be active when no operators are available, check the box labeled
|
||||
:guilabel:`Enabled only if no operator`.
|
||||
|
||||
.. note::
|
||||
If a chatbot is added to a live chat channel, then 3 new smart buttons will appear on the channel
|
||||
settings form: :guilabel:`Chatbots`, :guilabel:`Sessions`, and :guilabel:`% Happy`.
|
||||
|
||||
- The :guilabel:`Chatbots` smart button is where the chatbot can be programmed with a
|
||||
:guilabel:`Script`. Each line in the :guilabel:`Script` contains a :guilabel:`Message`,
|
||||
:guilabel:`Step Type`, :guilabel:`Answers`, and conditional :guilabel:`Only If` logic that
|
||||
applies when certain pre-filled answers are chosen. To create more steps in the
|
||||
:guilabel:`Script`, click :guilabel:`Add a line` and fill out the script steps form according
|
||||
to the desired logic.
|
||||
- :guilabel:`Sessions` is where live chat sessions are recorded in order of descending
|
||||
:guilabel:`Session Date`, by default. Each record includes the :guilabel:`Attendees` involved
|
||||
in the live chat session, the :guilabel:`# Messages`, as well as any :guilabel:`Rating` that
|
||||
was received when the session ended.
|
||||
- The :guilabel:`% Happy` smart button includes a log of ratings that were left by live chat
|
||||
attendees, and are labeled by date, time, and the support agent who was responsible for the
|
||||
live chat session.
|
||||
|
||||
Add the URL for the pages this channel will be applied to in the :guilabel:`URL Regex` field. If
|
||||
this channel will only be available to users in specific countries, add them to the
|
||||
:guilabel:`Country` field. If this field is left blank, the channel will be available to all site
|
||||
visitors.
|
||||
|
||||
.. image:: receiving_tickets/receiving-tickets-channel-rules.png
|
||||
:align: center
|
||||
:alt: View of the kanban cards for the available Live Chat channels.
|
||||
|
||||
Use the live chat widget
|
||||
************************
|
||||
|
||||
The :guilabel:`Widget` tab on the live chat channel form offers an embeddable website widget, or a
|
||||
shortcode for instant customer/supplier access to a live chat window.
|
||||
|
||||
The live chat :guilabel:`Widget` can be applied to websites created through Odoo by navigating to
|
||||
the :menuselection:`Website --> Configuration --> Settings`. Then scroll to the :guilabel:`Live
|
||||
Chat` section, and select the channel to add to the site. Click :guilabel:`Save` to apply.
|
||||
|
||||
To add the widget to a website created on a third-party platform, click :guilabel:`COPY` and paste
|
||||
the code into the `<head>` tag on the site.
|
||||
|
||||
Likewise, to send a live chat session to a customer or supplier, click the second :guilabel:`COPY`
|
||||
button which contains a link to join directly.
|
||||
|
||||
Create a support ticket from a live chat session
|
||||
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|
||||
|
||||
Once live chat is enabled, operators will be able to communicate with site visitors in real time.
|
||||
|
||||
During the conversation, an operator can use the shortcut :doc:`command
|
||||
</applications/websites/livechat/responses>` `/helpdesk` to create a ticket without leaving
|
||||
the chat window. The transcript from the conversation will be added to the new ticket, under the
|
||||
:guilabel:`Description` tab.
|
||||
Once the form has been optimized, and is ready for public use, click :guilabel:`Save` to apply the
|
||||
changes. Then, publish the form by toggling the :guilabel:`Unpublished` switch to
|
||||
:guilabel:`Published` at the top of the page, if necessary.
|
||||
|
||||
Prioritizing tickets
|
||||
====================
|
||||
|
||||
All tickets include a :guilabel:`Priority` field. The highest priority tickets will appear at the
|
||||
top of the kanban and list views.
|
||||
All tickets include a :guilabel:`Priority` field. The highest priority tickets appear at the top of
|
||||
the Kanban and list views.
|
||||
|
||||
.. image:: receiving_tickets/receiving-tickets-priority.png
|
||||
:align: center
|
||||
:alt: View of a team's kanban view and the prioritized tasks in Odoo Helpdesk.
|
||||
:alt: View of a team's Kanban view and the prioritized tasks in Odoo Helpdesk.
|
||||
|
||||
The priority levels are represented by stars:
|
||||
|
||||
- 0 stars = *Low Priority*
|
||||
- 1 star = *Medium Priority*
|
||||
- 2 stars = *High Priority*
|
||||
- 3 stars = *Urgent*
|
||||
- 0 stars = *Low Priority*
|
||||
- 1 star = *Medium Priority*
|
||||
- 2 stars = *High Priority*
|
||||
- 3 stars = *Urgent*
|
||||
|
||||
Tickets will be set to low priority (0 stars) by default. To change the priority level, select the
|
||||
appropriate number of stars on the kanban card, or on the ticket.
|
||||
Tickets are set to low priority (0 stars) by default. To change the priority level, select the
|
||||
appropriate number of stars on the Kanban card, or on the ticket.
|
||||
|
||||
.. warning::
|
||||
As priority levels can be used as criteria for assigning :doc:`SLAs <sla>`, changing the priority
|
||||
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