diff --git a/content/applications/services/helpdesk.rst b/content/applications/services/helpdesk.rst index d21b2f766..6f65cce11 100644 --- a/content/applications/services/helpdesk.rst +++ b/content/applications/services/helpdesk.rst @@ -126,118 +126,6 @@ their user account settings. - :ref:`Manage users ` - :doc:`Access rights <../general/users/access_rights>` -Create or modify stages -======================= - -*Stages* are used to organize the *Helpdesk* pipeline and track the progress of tickets. Stages are -customizable, and can be renamed to fit the needs of each team. - -.. important:: - :ref:`Developer mode ` **must** be activated to access the stages menu. To - activate developer mode, go to :menuselection:`Settings app --> General Settings --> Developer - Tools`, and click :guilabel:`Activate the developer mode`. - -To view or modify *Helpdesk* stages, go to :menuselection:`Helpdesk app --> Configuration --> -Stages`. - -The default list view on the :guilabel:`Stages` page displays the stages currently available in -*Helpdesk*. They are listed in the order they appear in the pipeline. - -To change the order of the stages, click the :icon:`oi-draggable` :guilabel:`(drag)` icon, to the -left of the stage name, and drag it to the desired place on the list. - -.. image:: helpdesk/stages-list-buttons.png - :align: center - :alt: View of the stage list page emphasizing the buttons used to change the order the stages - appear in the list. - -.. tip:: - Change the stage order on the Kanban view of a *Helpdesk* team's pipeline by dragging and - dropping individual columns. - -To create a new stage, click the :guilabel:`New` button at the top-left of the stage list. Doing so -reveals a blank stage form. - -Choose a :guilabel:`Name` for the new stage, and add a description, if desired. Then, proceed to -fill out the remaining fields following the steps below. - -.. image:: helpdesk/new-stage-details.png - :align: center - :alt: View of a stage's settings page in Odoo Helpdesk. - -Add email and SMS templates to stages -------------------------------------- - -When an :guilabel:`Email Template` is added to a stage, an email is automatically sent to the -customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an -:guilabel:`SMS Template` triggers an SMS text message to send to the customer. - -.. important:: - SMS Text Messaging is an :doc:`In-App Purchase (IAP) ` - service that requires prepaid credits to work. Refer to `SMS Pricing FAQ - `_ for additional information. - -To select an existing email template, select it from the :guilabel:`Email Template` field. Click on -the :icon:`oi-arrow-right` :guilabel:`(right arrow)` icon to the right of the field to edit the -chosen template. - -To create a new template, click the field, and enter a title for the new template. Then, select -:guilabel:`Create and edit` from the drop-down menu that appears, and complete the form details. - -Follow the same steps to select, edit, or create an :guilabel:`SMS Template`. - -.. image:: helpdesk/sms-template.png - :align: center - :alt: View of an SMS template setup page in Odoo Helpdesk - -.. seealso:: - :doc:`/applications/general/companies/email_template` - -Assign stages to a team ------------------------ - -Make a selection in the :guilabel:`Helpdesk Teams` field on the :guilabel:`Stages` form. More than -one team may be selected, since the same stage can be assigned to multiple teams. - -Fold a stage ------------- - -By default, stages are unfolded in the Kanban view of either tickets dashboard: :guilabel:`My -Tickets` (:menuselection:`Helpdesk app --> Tickets --> My Tickets`) or :guilabel:`All Tickets` -(:menuselection:`Helpdesk app --> Tickets --> All Tickets`). - -Tickets in an unfolded stage are visible in the pipeline under the stage name, and are considered -*open*. - -Stages can be configured to be folded in the Kanban view of a tickets page (:guilabel:`My Tickets` -or :guilabel:`All Tickets`). - -The name of the folded stages are still visible, though the tickets in the stage are no longer -immediately visible. - -To fold a stage, check the :guilabel:`Folded in Kanban` box on the :guilabel:`Stages` form. - -.. warning:: - Tickets that reach a *folded* stage are considered *closed*. Closing a ticket before the work is - completed can result in reporting and communication issues. This setting should **only** be - enabled for stages that are considered *closing* stages. - -Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well. - -View a specific team's pipeline by navigating to :menuselection:`Helpdesk app`, and clicking the -team's Kanban card. - -Select a stage to fold temporarily, then click the :icon:`fa-gear` :guilabel:`(gear)` icon, and -select :guilabel:`Fold` from the drop-down menu. - -.. image:: helpdesk/fold-stage-kanban.png - :align: center - :alt: Kanban view of a Helpdesk stage, with the temporary fold option emphasized. - -.. important:: - Manually folding a stage from the Kanban view is temporary and does **not** close the tickets in - the stage. - Merge tickets ============= diff --git a/content/applications/services/helpdesk/fold-stage-kanban.png b/content/applications/services/helpdesk/fold-stage-kanban.png deleted file mode 100644 index a6219e143..000000000 Binary files a/content/applications/services/helpdesk/fold-stage-kanban.png and /dev/null differ diff --git a/content/applications/services/helpdesk/new-stage-details.png b/content/applications/services/helpdesk/new-stage-details.png deleted file mode 100644 index e2be49870..000000000 Binary files a/content/applications/services/helpdesk/new-stage-details.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview.rst b/content/applications/services/helpdesk/overview.rst index 570e9e1c8..35d09d435 100644 --- a/content/applications/services/helpdesk/overview.rst +++ b/content/applications/services/helpdesk/overview.rst @@ -7,6 +7,7 @@ Overview .. toctree:: :titlesonly: + overview/stages overview/receiving_tickets overview/help_center overview/sla diff --git a/content/applications/services/helpdesk/overview/stages.rst b/content/applications/services/helpdesk/overview/stages.rst new file mode 100644 index 000000000..70d0043f0 --- /dev/null +++ b/content/applications/services/helpdesk/overview/stages.rst @@ -0,0 +1,112 @@ +====== +Stages +====== + +*Stages* are used to organize the **Helpdesk** pipeline and track the progress of tickets. Stages +are customizable, and can be renamed to fit the needs of each team. + +Create or modify stages +======================= + +.. important:: + :ref:`Developer mode ` **must** be activated to access the stages menu. To + activate developer mode, go to :menuselection:`Settings app --> General Settings --> Developer + Tools`, and click :guilabel:`Activate the developer mode`. + +To view or modify **Helpdesk** stages, go to :menuselection:`Helpdesk app --> Configuration --> +Stages`. + +The default list view on the :guilabel:`Stages` page displays the stages currently available in the +**Helpdesk** app. They are listed in the order they appear in the pipeline. + +To change the order of the stages, click the :icon:`oi-draggable` :guilabel:`(draggable)` icon, to +the left of the stage name, and drag it to the desired place on the list. + +.. image:: stages/stages-list-buttons.png + :alt: View of the stage list page emphasizing the buttons used to change the order the stages + appear in the list. + +.. tip:: + Change the stage order on the Kanban view of a **Helpdesk** team's pipeline by dragging and + dropping individual columns. + +To create a new stage, click the :guilabel:`New` button at the top-left of the stage list. Doing so +reveals a blank stage form. + +Choose a :guilabel:`Name` for the new stage. + +.. image:: stages/new-stage-details.png + :alt: View of a stage's settings page in Odoo Helpdesk. + +Add email and SMS templates to stages +===================================== + +When an :guilabel:`Email Template` is added to a stage, a preconfigured email is automatically sent +to the customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an +:guilabel:`SMS Template` triggers a preconfigured SMS text message to send to the customer. + +.. important:: + SMS text messaging is an :doc:`In-App Purchase (IAP) ` + service that requires prepaid credits to work. Refer to `SMS Pricing FAQ + `_ for additional information. + +To select an existing email template, select it from the :guilabel:`Email Template` field. After +choosing a template, click on the :icon:`oi-arrow-right` :guilabel:`(right arrow)` icon to the right +of the field to edit the chosen template. + +To create a new template from this form, click the field, and enter a title for the new template. +Then, select :guilabel:`Create and edit` from the drop-down menu that appears, and complete the form +details. + +Follow the same steps to select, edit, or create an :guilabel:`SMS Template`. + +.. image:: stages/sms-template.png + :alt: View of an SMS template setup page in Odoo Helpdesk. + +.. seealso:: + :doc:`/applications/general/companies/email_template` + +Fold a stage +============ + +By default, stages are unfolded in the Kanban view of either tickets dashboard: :guilabel:`My +Tickets` (:menuselection:`Helpdesk app --> Tickets --> My Tickets`) or :guilabel:`All Tickets` +(:menuselection:`Helpdesk app --> Tickets --> All Tickets`). + +Tickets in an unfolded stage are visible in the pipeline under the stage name, and are considered +*open*. + +Stages can be configured to be folded in the Kanban view of a tickets page. + +The name of the folded stages are still visible, but the tickets in the stage are hidden from view. + +To fold a stage, tick the :guilabel:`Folded in Kanban` checkbox on the :guilabel:`Stages` form. + +.. warning:: + Tickets that reach a *folded* stage are considered *closed*. Closing a ticket before the work is + completed can result in reporting and communication issues. This setting should **only** be + enabled for stages that are considered *closing* stages. + +Temporarily fold a stage +------------------------ + +Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well. + +View a specific team's pipeline by navigating to :menuselection:`Helpdesk app`, and clicking the +team's Kanban card. + +Hover the cursor at the top of the desired stage to fold temporarily, then click the :icon:`fa-gear` +:guilabel:`(gear)` icon that appears, and select :guilabel:`Fold` from the drop-down menu. + +.. image:: stages/fold-stage-kanban.png + :alt: Kanban view of a Helpdesk stage, with the temporary fold option emphasized. + +.. important:: + Manually folding a stage from the Kanban view is temporary and does **not** close the tickets in + the stage. + +Assign stages to a team +======================= + +Make a selection in the :guilabel:`Helpdesk Teams` field on the :guilabel:`Stages` form. 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