diff --git a/helpdesk/advanced/after_sales.rst b/helpdesk/advanced/after_sales.rst index 519d8be2c..1ad8917ac 100644 --- a/helpdesk/advanced/after_sales.rst +++ b/helpdesk/advanced/after_sales.rst @@ -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 `_ - :doc:`../../manufacturing/repair/repair` \ No newline at end of file diff --git a/helpdesk/advanced/close_tickets.rst b/helpdesk/advanced/close_tickets.rst index 38976cf54..d26d21f84 100644 --- a/helpdesk/advanced/close_tickets.rst +++ b/helpdesk/advanced/close_tickets.rst @@ -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 diff --git a/helpdesk/timesheet_and_invoice/invoice_time.rst b/helpdesk/timesheet_and_invoice/invoice_time.rst index 397c29cd3..d5a0db9b5 100644 --- a/helpdesk/timesheet_and_invoice/invoice_time.rst +++ b/helpdesk/timesheet_and_invoice/invoice_time.rst @@ -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 diff --git a/helpdesk/timesheet_and_invoice/reinvoice_from_project.rst b/helpdesk/timesheet_and_invoice/reinvoice_from_project.rst index 3abad2cb4..0cb6bc3b3 100644 --- a/helpdesk/timesheet_and_invoice/reinvoice_from_project.rst +++ b/helpdesk/timesheet_and_invoice/reinvoice_from_project.rst @@ -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