[IMP] helpdesk: update ticket closing

closes odoo/documentation#4102

X-original-commit: a1b86849b7
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
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Jess Rogers (jero) 2023-02-22 19:47:25 +00:00 committed by Zachary Straub (ZST)
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======================================
Allow customers to close their tickets
======================================
===============
Closing tickets
===============
Allowing customers to close their own tickets gives them autonomy and minimizes misunderstandings
around when an issue is considered solved or not. This results in operational capacity for support
teams, and higher satisfaction for the customer.
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.
Enable ticket closing
=====================
Manually close solved tickets
=============================
Start by navigating to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and choose
the appropriate team. Then click :guilabel:`Edit` and enable :guilabel:`Ticket closing` by
checking the field box.
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*.
.. image:: close_tickets/close-ticket-settings.png
:alt: Ticket closing feature in Odoo Helpdesk.
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 designate which stage the ticket migrates to once it is closed, navigate to the ticket pipeline
by going to :menuselection:`Helpdesk --> Overview` and clicking :guilabel:`Tickets` on the team's
card.
.. 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.
There are two options: create a new Kanban stage or work with an existing one. For both scenarios,
click the :guilabel:`Settings (gear)` icon next to the stage name, select :guilabel:`Edit Stage`,
and enable :guilabel:`Closing Stage`. After checking the field box, click :guilabel:`Save` to
finish.
.. 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.
.. note::
If a closing stage is not specified, by default, the ticket is moved to the last stage in the
kanban. If more than one stage is set as a closing stage, the ticket is placed in the first
closing stage column.
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*.
With the ticket closing settings now complete, customers can now view the option to
:guilabel:`Close this ticket` when they log into their portal.
.. image:: close_tickets/closing-folded-setting.png
:align: center
:alt: Stage settings page.
.. image:: close_tickets/customer-view-close-ticket.png
:alt: Customer view of ticket closing in Odoo Helpdesk.
Automatically close inactive tickets
====================================
Get reports on tickets closed by customers
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.
Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`.
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.
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
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
:guilabel:`In Stages` field.
.. example::
A team's pipeline is created with the following stages:
- `New`
- `In Progress`
- `Customer Feedback`
- `Closed`
Tickets can 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
going unsolved.
Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\
- :guilabel:`Automatic Closing`: *checked*
- :guilabel:`Move to Stage`: `Solved`
- :guilabel:`After``7`:guilabel:`days of inactivity`
- :guilabel:`In Stages`: `Customer Feedback`
.. image:: close_tickets/closing-automatic-settings-example.png
:align: center
:alt: Example of Automatic Closing settings.
Allow customers to close their own tickets
==========================================
To analyze the tickets that have been closed by customers, go to :menuselection:`Helpdesk -->
Reporting --> Tickets`. Then, click on the :guilabel:`Filters` menu and choose :guilabel:`Add
Custom filter`. Next, set the custom filter parameters to :guilabel:`Closed by partner` and
:guilabel:`is true`. Finally, click :guilabel:`Apply`.
Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own ticket(s)
when they determine that their issue has been resolved.
.. image:: close_tickets/closed-by-search-filter.png
:alt: Filter for tickets closed by customers on Odoo Helpdesk's reporting page.
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`.
.. 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.
.. image:: close_tickets/closing-customer-view.png
:align: center
:alt: Customer view of ticket closing in Odoo Helpdesk.
.. 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.
Customers with access to the portal will be able to view their tickets under :menuselection:`My
Account --> Tickets`.

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