[IMP] helpdesk: update closing tickets

closes odoo/documentation#8032

X-original-commit: 069ee16ee1
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>

content/applications/services/helpdesk/advanced/close_tickets.rst

@@ -1,12 +1,14 @@
-===============
-Closing tickets
-===============
+=============
+Close tickets
+=============
 
 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.
+closed.
+
+In addition to manually closing solved tickets, automatically closing inactive tickets keeps the
+pipeline up-to-date. At the same time, 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.
 
 Manually close solved tickets
 =============================
@@ -14,47 +16,62 @@ Manually close solved tickets
 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*.
 
-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 fold a stage, navigate to the :menuselection:`Helpdesk` app dashboard, and click on a team to
+open the to reveal that team's pipeline on a separate page.
+
+From the pipeline page, hover over a stage's heading, and click the :guilabel:`⚙️ (gear)` icon that
+appears in the top-right corner of that stage's Kanban column.
 
 .. 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.
 
+From the menu that appears, select :guilabel:`Edit`. This opens the stage's settings in a pop-up
+window.
+
+In the pop-up window, check the box labeled, :guilabel:`Folded in Kanban`, towards the top of the
+window. Then, click :guilabel:`Save & Close` to confirm the changes.
+
+Tickets that reach this stage are now considered: *closed*.
+
+.. image:: close_tickets/closing-folded-setting.png
+   :align: center
+   :alt: Stage settings page.
+
 .. 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.
-
-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*.
-
-   .. image:: close_tickets/closing-folded-setting.png
-      :align: center
-      :alt: Stage settings page.
+   Clicking the :guilabel:`⚙️ (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*, the :guilabel:`Folded in Kanban` checkbox
+   **must** be checked on the stage's settings.
 
 Automatically close inactive tickets
 ====================================
 
 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.
+are 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`.
+To have Odoo automatically close inactive tickets, go to the desired team's settings page, by
+navigating to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and selecting the
+desired team to configure. 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.
+After ticking the box for :guilabel:`Automatic Closing`, three new fields appear beneath:
 
-The :guilabel:`After days of inactivity` field defaults to `7`, but can be adjusted if necessary.
+- :guilabel:`Move to Stage`
+- :guilabel:`After (#) days of inactivity`
+- :guilabel:`In Stages`
+
+If one of the team's stages is set to be folded in the Kanban view, the folded stage is the default
+selection in the :guilabel:`Move to Stage` field. If the team has more than one folded stage, the
+folded stage that occurs first in the pipeline is the default. If no stage is folded, the default
+selection is 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
+   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
@@ -68,17 +85,20 @@ If only certain stages should be used to track days of inactivity, they can be a
    - `Customer Feedback`
    - `Closed`
 
-   Tickets can linger in the :guilabel:`Customer Feedback stage`, because once an issue is solved,
+   Tickets may 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
+
+   Tickets in the :guilabel:`New` and :guilabel:`In Progress` stages could remain inactive due to
+   assignment or workload issues. The support team may be looking into the issue even if they are
+   not updating the ticket directly. Closing these tickets automatically would result in issues
    going unsolved.
 
-   Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\
+   Therefore, the :guilabel:`Automatic Closing` settings for this team would be configured as
+   below:
 
    - :guilabel:`Automatic Closing`: *checked*
    - :guilabel:`Move to Stage`: `Solved`
-   - :guilabel:`After``7`:guilabel:`days of inactivity`
+   - :guilabel:`After` `7` :guilabel:`days of inactivity`
    - :guilabel:`In Stages`: `Customer Feedback`
 
    .. image:: close_tickets/closing-automatic-settings-example.png
@@ -88,19 +108,20 @@ If only certain stages should be used to track days of inactivity, they can be a
 Allow customers to close their own tickets
 ==========================================
 
-Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own ticket(s)
+Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own tickets
 when they determine that their issue has been resolved.
 
-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`.
+To allow customers to close their own tickets, start by navigating to :menuselection:`Helpdesk app
+--> Configuration --> Helpdesk Teams`, and click on a team to open the team's settings page. Next,
+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.
+Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` button is available for
+customers when they view their ticket through the customer portal.
 
 .. image:: close_tickets/closing-customer-view.png
    :align: center
@@ -108,9 +129,9 @@ for customers when they view their ticket through the customer portal.
 
 .. 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.
+   receive by email. The link is included in the :guilabel:`Helpdesk: Ticket Received` 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`.
+   Customers with access to the portal can view their tickets under :menuselection:`My Account -->
+   Tickets`.