diff --git a/helpdesk/overview/getting_started.rst b/helpdesk/overview/getting_started.rst index cb788d60a..2e5588f36 100644 --- a/helpdesk/overview/getting_started.rst +++ b/helpdesk/overview/getting_started.rst @@ -1,171 +1,65 @@ -============================== -Get started with Odoo Helpdesk -============================== +=============== +Getting Started +=============== -Overview -======== +Helpdesk teams provide your customers with support to queries or errors they might encounter while +using your product/service. Therefore, a successful scheme where you can organize multiple teams +with their customized pipeline, visibilities settings, and ticket traceability is essential. -Getting started with Odoo Helpdesk +Set up teams +============ + +| To modify or create teams, go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`. +| Setting up multiple teams allows you to group tickets by your channels (example: BE/US), or by + your support services' types (example: IT, accounting, admin, etc.). + +.. image:: media/helpdesk_teams_view.png + :align: center + :alt: View of the helpdesk teams page in Odoo Helpdesk + +Team’s productivity and visibility ---------------------------------- -Installing Odoo Helpdesk: +Teams can have individual *Assignment Methods* to ensure that tickets get redirected to the right +person: -Open the Apps module, search for "Helpdesk", and click install +- *Manually*: tickets are manually assigned, allowing employees to manage their own workload and + target tickets they are experts at; +- *Random*: tickets are randomly assigned and everyone gets the same amount. This method ensures + that all tickets are handled as the assignment happens automatically; +- *Balanced*: tickets are assigned to the person with the least amount of tickets so that everyone + fairly gets the same amount. Thereby, you ensure that all tickets get to be taken care of. -.. image:: media/helpdesk01.png +.. image:: media/productivity_visibility.png :align: center + :alt: View of a helpdesk team settings page emphasizing the productivity and visibility features + in Odoo Helpdesk -Set up Helpdesk teams ---------------------- +| For the *Random* and *Balanced* assignment methods, you can set the *Team Members* among + whom tickets are assigned. Leave the field empty to include all employees (with the proper + access rights). +| The *Team Visibility* feature allows you to specify who can see and access the team’s tickets. + Therefore, ticket’s with sensible information are only seen by the right people. + Leave the field empty to include all employees (with the proper access rights). -By default, Odoo Helpdesk comes with a team installed called "Support" +Set up stages and share it among teams +====================================== -.. image:: media/helpdesk02.png +To set up stages, go to :menuselection:`Helpdesk --> Configuration --> Stages`. Then, create and/or +edit stages as you need and set specific teams to use certain stages under *Team*. + +.. image:: media/stages_teams.png :align: center + :alt: View of a stage’s setting page emphasizing the option to add teams in Odoo Helpdesk -To modify this team, or create additional teams, select "Configuration" -in the purple bar and select "Settings" +Stages can be shared between one or multiple teams, allowing you to adapt the pipeline to your +individual needs. They also apply a visibility and access rule, as other teams are not able to see +or use the stage. -.. image:: media/helpdesk03.png +.. image:: media/helpdesk_kanbanview.png :align: center + :alt: View of a team’s kanban view in Odoo Helpdesk -Here you can create new teams, decide what team members to add to this -team, how your customers can submit tickets and set up SLA policies and -ratings. For the assignation method you can have tickets assigned -randomly, balanced, or manually. +.. seealso:: + - :doc:`../../general/odoo_basics/add_user` -How to set up different stages for each team --------------------------------------------- - -First you will need to activate the :doc:`Developer mode <../../general/developer_mode/activate>`. - -Now, when you return to your Helpdesk module and select "Configuration" -in the purple bar you will find additional options, like "Stages". Here -you can create new stages and assign those stages to 1 or multiple teams -allowing for customizable stages for each team! - -Start receiving tickets -======================= - -How can my customers submit tickets? ------------------------------------- - -Select "Configuration" in the purple bar and select "Settings", select -your Helpdesk team. Under "Channels you will find 4 options: - -.. image:: media/helpdesk05.png - :align: center - -Email Alias allows for customers to email the alias you choose to create -a ticket. The subject line of the email with become the Subject on the -ticket. - -.. image:: media/helpdesk06.png - :align: center - -Website Form allows your customer to go to -yourwebsite.com/helpdesk/support-1/submit and submit a ticket via a -website form - much like odoo.com/help! - -.. image:: media/helpdesk07.png - :align: center - -Live Chat allows your customers to submit a ticket via Live Chat on your -website. Your customer will begin the live chat and your Live Chat -Operator can create the ticket by using the command /helpdesk Subject of -Ticket. - -.. image:: media/helpdesk08.png - :align: center - -The final option to submit tickets is through an API connection. View the -documentation `here `_. - -Tickets have been created, now what? ------------------------------------- - -Now your employees can start working on them! If you have selecting a -manual assignation method then your employees will need to assign -themselves to tickets using the "Assign To Me" button on the top left of -a ticket or by adding themselves to the "Assigned to" field. - -.. image:: media/helpdesk09.png - :align: center - -If you have selected "Random" or "Balanced" assignation method, your -tickets will be assigned to a member of that Helpdesk team. - -From there they will begin working on resolving the tickets! When they -are completed, they will move the ticket to the solved stage. - -How do I mark this ticket as urgent? ------------------------------------- - -On your tickets you will see stars. You can determine how urgent a -ticket is but selecting one or more stars on the ticket. You can do this -in the Kanban view or on the ticket form. - -.. image:: media/helpdesk10.png - :align: center - -To set up a Service Level Agreement Policy for your employees, first -activate the setting under "Settings" - -.. image:: media/helpdesk11.png - :align: center - -From here, select "Configure SLA Policies" and click "Create". - -You will fill in information like the Helpdesk team, what the minimum -priority is on the ticket (the stars) and the targets for the ticket. - -.. image:: media/helpdesk12.png - :align: center - -What if a ticket is blocked or is ready to be worked on? --------------------------------------------------------- - -If a ticket cannot be resolved or is blocked, you can adjust the "Kanban -State" on the ticket. You have 3 options: - -- Grey - Normal State - -- Red - Blocked - -- Green - Ready for next stage - -Like the urgency stars you can adjust the state in the Kanban or on the -Ticket form. - -.. image:: media/helpdesk13.png - :align: center - -How can my employees log time against a ticket? ------------------------------------------------ - -First, head over to "Settings" and select the option for "Timesheet on -Ticket". You will see a field appear where you can select the project -the timesheets will log against. - -.. image:: media/helpdesk14.png - :align: center - -Now that you have selected a project, you can save. If you move back to -your tickets, you will see a new tab called "Timesheets" - -.. image:: media/helpdesk15.png - :align: center - -Here you employees can add a line to add work they have done for this -ticket. - -How to allow your customers to rate the service they received -------------------------------------------------------------- - -First, you will need to activate the ratings setting under "Settings" - -.. image:: media/helpdesk16.png - :align: center - -Now, when a ticket is moved to its solved or completed stage, it will -send an email to the customer asking how their service went. diff --git a/helpdesk/overview/media/helpdesk01.png b/helpdesk/overview/media/helpdesk01.png deleted file mode 100644 index da06ede20..000000000 Binary files a/helpdesk/overview/media/helpdesk01.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk02.png b/helpdesk/overview/media/helpdesk02.png deleted file mode 100644 index b7a18116c..000000000 Binary files a/helpdesk/overview/media/helpdesk02.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk03.png b/helpdesk/overview/media/helpdesk03.png deleted file mode 100644 index 2cdb1f3b6..000000000 Binary files a/helpdesk/overview/media/helpdesk03.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk05.png b/helpdesk/overview/media/helpdesk05.png deleted file mode 100644 index 805dc9c87..000000000 Binary files a/helpdesk/overview/media/helpdesk05.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk06.png b/helpdesk/overview/media/helpdesk06.png deleted file mode 100644 index 8d4675d52..000000000 Binary files a/helpdesk/overview/media/helpdesk06.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk07.png b/helpdesk/overview/media/helpdesk07.png deleted file mode 100644 index 540f90f77..000000000 Binary files a/helpdesk/overview/media/helpdesk07.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk08.png b/helpdesk/overview/media/helpdesk08.png deleted file mode 100644 index e03ee225e..000000000 Binary files a/helpdesk/overview/media/helpdesk08.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk09.png b/helpdesk/overview/media/helpdesk09.png deleted file mode 100644 index 18c2e3655..000000000 Binary files a/helpdesk/overview/media/helpdesk09.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk10.png b/helpdesk/overview/media/helpdesk10.png deleted file mode 100644 index e852efbd8..000000000 Binary files a/helpdesk/overview/media/helpdesk10.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk11.png b/helpdesk/overview/media/helpdesk11.png deleted file mode 100644 index 72d8b448d..000000000 Binary files a/helpdesk/overview/media/helpdesk11.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk12.png b/helpdesk/overview/media/helpdesk12.png deleted file mode 100644 index c7138760f..000000000 Binary files a/helpdesk/overview/media/helpdesk12.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk13.png b/helpdesk/overview/media/helpdesk13.png deleted file mode 100644 index cb47276c7..000000000 Binary files a/helpdesk/overview/media/helpdesk13.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk14.png b/helpdesk/overview/media/helpdesk14.png deleted file mode 100644 index 46b3065d8..000000000 Binary files a/helpdesk/overview/media/helpdesk14.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk15.png b/helpdesk/overview/media/helpdesk15.png deleted file mode 100644 index e1cc12dfb..000000000 Binary files a/helpdesk/overview/media/helpdesk15.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk16.png b/helpdesk/overview/media/helpdesk16.png deleted file mode 100644 index ae8973e49..000000000 Binary files a/helpdesk/overview/media/helpdesk16.png and /dev/null differ diff --git a/helpdesk/overview/media/helpdesk_kanbanview.png b/helpdesk/overview/media/helpdesk_kanbanview.png new file mode 100644 index 000000000..306ebe0f2 Binary files /dev/null and b/helpdesk/overview/media/helpdesk_kanbanview.png differ diff --git a/helpdesk/overview/media/helpdesk_teams_view.png b/helpdesk/overview/media/helpdesk_teams_view.png new file mode 100644 index 000000000..9e90d4ac2 Binary files /dev/null and b/helpdesk/overview/media/helpdesk_teams_view.png differ diff --git a/helpdesk/overview/media/productivity_visibility.png b/helpdesk/overview/media/productivity_visibility.png new file mode 100644 index 000000000..82f6c54ed Binary files /dev/null and b/helpdesk/overview/media/productivity_visibility.png differ diff --git a/helpdesk/overview/media/stages_teams.png b/helpdesk/overview/media/stages_teams.png new file mode 100644 index 000000000..a131ab877 Binary files /dev/null and b/helpdesk/overview/media/stages_teams.png differ