diff --git a/content/applications/services/helpdesk/advanced/close_tickets.rst b/content/applications/services/helpdesk/advanced/close_tickets.rst index df2fecca4..ff3fb16f5 100644 --- a/content/applications/services/helpdesk/advanced/close_tickets.rst +++ b/content/applications/services/helpdesk/advanced/close_tickets.rst @@ -1,54 +1,48 @@ ====================================== -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. +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. -Configure the feature +Enable ticket closing ===================== -To configure the feature go to :menuselection:`Helpdesk --> Settings --> Helpdesk Teams --> Edit` -and enable *Ticket closing*. +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. -.. image:: close_tickets/closetickets1.png - :align: center - :alt: Ticket closing in Odoo Helpdesk +.. image:: close_tickets/close-ticket-settings.png + :alt: Ticket closing feature in Odoo Helpdesk. -In order to designate to which stage the ticket migrates to once it is closed, go to -:menuselection:`Helpdesk --> Overview --> Tickets`. +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/closetickets2.png - :align: center - :alt: Ticket closing in Odoo Helpdesk +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. -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*. +.. 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. -.. image:: close_tickets/closetickets3.png - :align: center - :alt: Ticket closing in Odoo Helpdesk +With the ticket closing settings now complete, customers can now view the option to +:guilabel:`Close this ticket` when they log into their portal. -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. +.. image:: close_tickets/customer-view-close-ticket.png + :alt: Customer view of ticket closing in Odoo Helpdesk. -The Costumer Portal -=================== - -Now, once the user logs into his Portal, the option *Close this ticket* is available. - -.. image:: close_tickets/closetickets4.png - :align: center - :alt: Ticket closing in Odoo Helpdesk - -Get reports on tickets closed by costumers +Get reports on tickets closed by customers ========================================== -To do an analysis of the tickets that have been closed by costumers go to -:menuselection:`Helpdesk --> Reporting --> Tickets --> Filters --> Add Custom filter --> -Closed by partner --> Applied`. +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`. -.. image:: close_tickets/closetickets5.png - :align: center - :height: 300 - :alt: Reports on Ticket closing in Odoo Helpdesk +.. image:: close_tickets/closed-by-search-filter.png + :alt: Filter for tickets closed by customers on Odoo Helpdesk's reporting page. diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closetickets1.png b/content/applications/services/helpdesk/advanced/close_tickets/close-ticket-settings.png similarity index 100% rename from content/applications/services/helpdesk/advanced/close_tickets/closetickets1.png rename to content/applications/services/helpdesk/advanced/close_tickets/close-ticket-settings.png diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closetickets5.png b/content/applications/services/helpdesk/advanced/close_tickets/closed-by-search-filter.png similarity index 100% rename from content/applications/services/helpdesk/advanced/close_tickets/closetickets5.png rename to content/applications/services/helpdesk/advanced/close_tickets/closed-by-search-filter.png diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closetickets2.png b/content/applications/services/helpdesk/advanced/close_tickets/closetickets2.png deleted file mode 100644 index 75bae58c3..000000000 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/closetickets2.png and /dev/null differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closetickets3.png b/content/applications/services/helpdesk/advanced/close_tickets/closetickets3.png deleted file mode 100644 index 46263509a..000000000 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/closetickets3.png and /dev/null differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closetickets4.png b/content/applications/services/helpdesk/advanced/close_tickets/closetickets4.png deleted file mode 100644 index 7a668b17a..000000000 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/closetickets4.png and /dev/null differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/customer-view-close-ticket.png b/content/applications/services/helpdesk/advanced/close_tickets/customer-view-close-ticket.png new file mode 100644 index 000000000..d4a10030d Binary files /dev/null and b/content/applications/services/helpdesk/advanced/close_tickets/customer-view-close-ticket.png differ