[IMP] Helpdesk: update basics 18

closes odoo/documentation#11591

Signed-off-by: Samuel Lieber (sali) <sali@odoo.com>
Co-authored-by: Liz Bender <92882399+benderliz@users.noreply.github.com>
Co-authored-by: Felicia Kuan <feku@odoo.com>

content/applications/services/helpdesk.rst

@@ -5,7 +5,7 @@
 Helpdesk
 ========
 
-Odoo *Helpdesk* is a ticketing-based customer support application. Multiple teams can be configured
+Odoo **Helpdesk** is a ticket-based customer support application. Multiple teams can be configured
 and managed in one dashboard, each with their own pipeline for tickets submitted by customers.
 Pipelines are organized in customizable stages that enable teams to track, prioritize, and solve
 customer issues quickly and efficiently.
@@ -13,12 +13,11 @@ customer issues quickly and efficiently.
 Create a Helpdesk team
 ======================
 
-To view or modify *Helpdesk* teams, go to :menuselection:`Helpdesk app --> Configuration -->
+To view or modify **Helpdesk** teams, go to :menuselection:`Helpdesk app --> Configuration -->
-Helpdesk Teams`. To create a new team, click the :guilabel:`New` button in the top-left of the
+Helpdesk Teams`. To create a new team, click the :guilabel:`New` button on the top-left of the
 dashboard.
 
 .. image:: helpdesk/helpdesk-teams-list.png
-   :align: center
    :alt: View of the Helpdesk teams page in Odoo Helpdesk.
 
 On the blank Helpdesk team form, enter a :guilabel:`Name` for the new team. Then, enter a
@@ -32,7 +31,6 @@ team is assigned to, select it from the :guilabel:`Company` drop-down menu.
    use only.
 
    .. image:: helpdesk/team-description-webform.png
-      :align: center
       :alt: View of a Helpdesk team's website form displaying the team description.
 
 Visibility & Assignment
@@ -47,13 +45,13 @@ Determine team visibility
 Under the :guilabel:`Visibility` section, select one of the following options to determine who can
 view this team and its tickets:
 
-- :guilabel:`Invited internal users (private)`: internal users can access the team and the tickets
+- :guilabel:`Invited internal users (private)`: Internal users can access the team and the tickets
   they are following. This access can be modified on each ticket individually by adding or removing
   the user as a follower. Internal users are considered *invited* once they are added as followers
   to an individual ticket, or :ref:`to the team itself <helpdesk/follow>`.
-- :guilabel:`All internal users (company)`: all internal users can access the team and all of its
+- :guilabel:`All internal users (company)`: All internal users can access the team and all of its
   tickets.
-- :guilabel:`Invited portal users and all internal users (public)`: all internal users can access
+- :guilabel:`Invited portal users and all internal users (public)`: All internal users can access
   the team and all of its tickets. Portal users can only access the tickets they are following.
 
 .. example::
@@ -65,7 +63,8 @@ view this team and its tickets:
 
 .. warning::
    A team's visibility can be altered after the initial configuration. However, if the team changes
-   from public access to either private or company-only access, portal users are removed as
+   from *Invited portal users and all internal users (public)* access to either *Invited internal
+   users (private)* or *All internal users (company)*-only access, portal users are removed as
    followers from both the team, and from individual tickets.
 
 .. _helpdesk/follow:
@@ -86,23 +85,20 @@ Automatically assign new tickets
 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
 When tickets are received, they need to be assigned to a member of the team. This is done either
-manually on each ticket individually, or through :guilabel:`Automatic Assignment`. Check the
+manually on each individual ticket, or through :guilabel:`Automatic Assignment`. Check the
 :guilabel:`Automatic Assignment` checkbox to enable this feature for the team.
 
 .. image:: helpdesk/helpdesk-visibility-assignment.png
-   :align: center
    :alt: View of a Helpdesk team settings page emphasizing the automatic assignment features in Odoo
          Helpdesk.
 
-As soon as :guilabel:`Automatic Assignment` has been enabled, additional fields appear.
-
 Select one of the following assignment methods, based on how the workload should be allocated across
 the team:
 
-- :guilabel:`Each user is assigned an equal number of tickets`: tickets are assigned to team members
+- :guilabel:`Each user is assigned an equal number of tickets`: Tickets are assigned to team members
   based on total ticket count, regardless of the number of open or closed tickets they are
   currently assigned.
-- :guilabel:`Each user has an equal number of open tickets`: tickets are assigned to team members
+- :guilabel:`Each user has an equal number of open tickets`: Tickets are assigned to team members
   based on how many open tickets they are currently assigned.
 
 .. note::
@@ -118,7 +114,7 @@ field empty to include all employees who have the proper assignments and access
 their user account settings.
 
 .. important::
-   If an employee has time off scheduled in the *Time Off* application, they are **not** assigned
+   If an employee has time off scheduled in the **Time Off** application, they are **not** assigned
    tickets during that time. If no employees are available, the system looks ahead until there is a
    match.
 
@@ -129,7 +125,7 @@ their user account settings.
 Merge tickets
 =============
 
-If duplicate tickets are found in *Helpdesk*, they can be combined into a single ticket using the
+If duplicate tickets are found in **Helpdesk**, they can be combined into a single ticket using the
 *merge* feature.
 
 .. important::
@@ -143,6 +139,44 @@ drop-down menu. Doing so opens a new page where the selected tickets are listed
 :guilabel:`Similarity` rating. From here, click either :ref:`Merge <data_cleaning/merge-records>` to
 combine the tickets, or :guilabel:`DISCARD`.
 
+Convert tickets to opportunities
+================================
+
+Some tickets may be better handled by the sales team, rather than the support team. In this case,
+tickets can be converted to *opportunities* and assigned to a sales team for follow-up.
+
+.. important::
+   This feature is **only** available if the :doc:`CRM <../sales/crm>` app is installed.
+
+To convert a ticket to an opportunity, first navigate to a ticket, either from a team's pipeline,
+or by navigating to :menuselection:`Helpdesk app --> Tickets` and clicking a ticket to open it.
+
+At the top of the ticket, click the :guilabel:`Convert to Opportunity` button.
+
+.. note::
+   If :doc:`leads <../sales/crm/acquire_leads/convert>` are enabled on the **CRM** app, tickets are
+   converted to *leads*, and the button reads :guilabel:`Convert to Lead`.
+
+This opens the :guilabel:`Convert to Opportunity` pop-up. Fill in or select the following
+information on the pop-up:
+
+- :guilabel:`Customer`: Select whether to :guilabel:`Create a new customer`, :guilabel:`Link to an
+  existing customer`, or :guilabel:`Do not link to a customer`. If :guilabel:`Link to a customer` is
+  chosen, select the appropriate customer name from the :guilabel:`Customer` drop-down.
+
+- :guilabel:`Sales Team`: Specify which :guilabel:`Sales Team` and :guilabel:`Salesperson` this
+  created opportunity is assigned to.
+
+.. image:: helpdesk/convert-to-opp.png
+   :alt: The convert to opportunity pop-up window.
+
+After completing the form, click :guilabel:`Convert to Opportunity`. Doing so creates a new
+opportunity in the **CRM** app. The original ticket is linked in the chatter of the new opportunity
+for traceability.
+
+.. note::
+   After the ticket is converted to an opportunity, the ticket is archived.
+
 .. seealso::
    - `Odoo Tutorials: Helpdesk <https://www.odoo.com/slides/helpdesk-51>`_