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[IMP] helpdesk: add doc on seealso + removed future tense

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keli brugalli (kbr) 2020-04-14 08:30:02 +02:00 committed by Antoine Vandevenne (anv)
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54
helpdesk/advanced/after_sales.rst
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@ -1,67 +1,69 @@
==========================================================================
After sales features: refund, coupon, return, repair, onsite interventions
==========================================================================
====================
After Sales Features
====================
As my business grows, having the tools to allow my helpdesk team to record, track and manage issues
raised easy and efficiently, is key. Odoo’s Helpdesk app allows me to generate credit notes, return
products, grant coupons, do repairs and plan onsite interventions from a ticket’s page.
As your business grows, having the right tool to support your helpdesk team on recording, tracking
and managing issues raised easy and efficiently, is key. Odoo’s Helpdesk application allows you to
generate credit notes, manage returns, products, repairs, grant coupons, and even plan onsite
interventions from a ticket’s page.
Set up the After Sales services
Set up the after sales services
===============================
Go to :menuselection:`Configuration --> Helpdesk Teams` and enable the After Sales options:
*Refunds, Returns, Coupons, Repairs and Onsite Interventions*.
Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable the after sales
options: *Refunds, Returns, Coupons, Repairs and Onsite Interventions*.
.. image:: ./media/aftersales1.png
:align: center
Generate credit notes from tickets
=========================================
----------------------------------
I can use a credit note to refund a customer or adjust the amount due. For that, I’ll simply go to
my ticket page, click on *Refund* and select the corresponding *Invoice*. Clicking on *Reverse* the
credit note will be generated, and I can *Post* it while still being in the *Helpdesk* app.
You can use a credit note to refund a customer or adjust the amount due. For that, simply go to
your ticket page, click on *Refund* and select the corresponding *Invoice*. Clicking on *Reverse*
generates a credit note, and you can *Post* it while still being in the *Helpdesk* app.
.. image:: ./media/aftersales2.png
:align: center
Allow product returns from tickets
==================================
----------------------------------
The process of a product return from my customer back to my warehouse will be taken into action
when, at the ticket page, I choose the option *Return*.
The process of a product return from your customer back to your warehouse is taken into action when,
at the ticket page, you choose the option *Return*.
.. image:: ./media/aftersales3.png
:align: center
Grant coupons from tickets
==========================
--------------------------
First, be sure to have your *Coupon Program* planned at the *Sales or Website* app. At the
*Helpdesk* app, I will open my ticket and click on *Coupon*, choose the
:menuselection:`Coupon Program --> Generate`.
First, be sure to have your *Coupon Program* planned in the *Sales* or *Website* application. Then,
in *Helpdesk*, open your ticket, click on *Coupon*, and choose the respective one.
.. image:: ./media/aftersales4.png
:align: center
Repairs from tickets
====================
--------------------
Clicking on *Repair* option, on my ticket page, a new repair order form will be shown. Fill up the
rest of the fields as needed and choose the next step.
Clicking on *Repair* option, on your ticket page, a new repair order form is shown. Fill in the
information as needed and choose the next step.
.. image:: ./media/aftersales5.png
:align: center
Plan onsite interventions from tickets
======================================
--------------------------------------
At the ticket page, I can now configure my onsite interventions exactly the same way I would do
being on the *Field Service* app, clicking on *Plan Intervention*.
At the ticket's page click on *Plan Intervention*, and set up your onsite intervention exactly the
same way as if you were on the *Field Service* application.
.. image:: ./media/aftersales6.png
:align: center
:height: 300
.. seealso::
- :doc:`../../fsm/overview/invoicing_time`
- `Coupons <https://www.odoo.com/slides/slide/coupon-programs-640?fullscreen=1>`_
- :doc:`../../manufacturing/repair/repair`

32
helpdesk/advanced/close_tickets.rst
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@ -1,12 +1,12 @@
=======================================
Allow customers to close their tickets
=======================================
======================================
Allow Customers to Close their Tickets
======================================
Allowing customers to close their tickets gives them autonomy and minimize misunderstandings about
when an issue is considered solved, or not. It makes communication and actions more efficient.
Configure the feature
======================
=====================
To configure the feature go to :menuselection:`Helpdesk --> Settings --> Helpdesk Teams --> Edit`
and enable *Ticket closing*.
@ -15,38 +15,40 @@ and enable *Ticket closing*.
:align: center
:alt: Ticket closing in Odoo Helpdesk
In order to designate to which stage the ticket will migrate to once it is closed, go to
:menuselection:`Overview --> Tickets`.
In order to designate to which stage the ticket migrates to once it is closed, go to
:menuselection:`Helpdesk --> Overview --> Tickets`.
.. image:: media/closetickets2.png
:align: center
:alt: Ticket closing in Odoo Helpdesk
You can either create a new kanban stage or work with an existing one. For both scenarios, go to
:menuselection:`Settings --> Edit Stage` and enable *Closing Stage*.
You can either create a new Kanban stage or work with an existing one. For both scenarios, go to
:menuselection:`Helpdesk --> Settings --> Edit Stage` and enable *Closing Stage*.
.. image:: media/closetickets3.png
:align: center
:alt: Ticket closing in Odoo Helpdesk
If a closing stage is not specified, by default, the ticket will be transferred to the last stage; contrarily, if you have more than one stage set as closing, the ticket will be put in the first one.
If a closing stage is not specified, by default, the ticket is moved to the last stage;
contrarily, if you have more than one stage set as closing, the ticket is put in the first one.
The Costumer Portal
====================
The Costumer Portal
===================
Now, once the user logs in to his Portal, the option *Close this ticket* is available.
Now, once the user logs into his Portal, the option *Close this ticket* is available.
.. image:: media/closetickets4.png
:align: center
:alt: Ticket closing in Odoo Helpdesk
Get reports on tickets closed by costumers
===========================================
==========================================
To do an analysis of the tickets that have been closed by costumers go to
:menuselection:`Reporting --> Tickets --> Filters --> Add Custom filter --> Closed by partner -->
Applied`.
:menuselection:`Helpdesk --> Reporting --> Tickets --> Filters --> Add Custom filter -->
Closed by partner --> Applied`.
.. image:: media/closetickets5.png
:align: center
:height: 300
:alt: Reports on Ticket closing in Odoo Helpdesk

2
helpdesk/timesheet_and_invoice/invoice_time.rst
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@ -1,5 +1,5 @@
===================================
Record and invoice time for tickets
Record and Invoice Time for Tickets
===================================
You may have service contracts with your clients to provide them

16
helpdesk/timesheet_and_invoice/reinvoice_from_project.rst
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@ -1,5 +1,5 @@
==============================================================
Turn helpdesk hours into invoices directly from a project task
Turn Helpdesk Hours into Invoices Directly from a Project Task
==============================================================
Directly pull the billable time you have tracked on your helpdesk tickets into sales orders and
@ -7,12 +7,12 @@ invoices through a project task. It gives you more control over what you charge
is more efficient.
Configuration
==============
=============
Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk team --> Edit` and enable the options
*Timesheet on Ticket* and *Time Reinvoicing*.
Under *Timesheet on Ticket*, choose the *Project* to which the tickets (and timesheets) will be
linked by default. Open its *External link* to enable the feature *Bill from tasks*.
| Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk team --> Edit` and enable the options
*Timesheet on Ticket* and *Time Reinvoicing*.
| Under *Timesheet on Ticket*, choose the *Project* to which tickets (and timesheets) will be
linked by default. Open its *External link* to enable the feature *Bill from tasks*.
.. image:: media/reinvoice_time1.png
:align: center
@ -21,8 +21,8 @@ linked by default. Open its *External link* to enable the feature *Bill from tas
Create a sales order and an invoice
====================================
Now, once you added the time you spent on the helpdesk ticket, under the *Timesheets* tab, access
the task clicking on its name.
Now, once you have recorded the time you spent on the helpdesk ticket, under the *Timesheets* tab,
access the task clicking on its name.
.. image:: media/reinvoice_time2.png
:align: center