[IMP] helpdesk: update doc 'Get started with Odoo Helpdesk' (#645)
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===============
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Get started with Odoo Helpdesk
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Getting Started
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==============================
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===============
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Overview
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Helpdesk teams provide your customers with support to queries or errors they might encounter while
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========
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using your product/service. Therefore, a successful scheme where you can organize multiple teams
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with their customized pipeline, visibilities settings, and ticket traceability is essential.
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Getting started with Odoo Helpdesk
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Set up teams
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============
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| To modify or create teams, go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
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| Setting up multiple teams allows you to group tickets by your channels (example: BE/US), or by
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your support services' types (example: IT, accounting, admin, etc.).
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.. image:: media/helpdesk_teams_view.png
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:align: center
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:alt: View of the helpdesk teams page in Odoo Helpdesk
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Team’s productivity and visibility
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----------------------------------
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----------------------------------
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Installing Odoo Helpdesk:
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Teams can have individual *Assignment Methods* to ensure that tickets get redirected to the right
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person:
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Open the Apps module, search for "Helpdesk", and click install
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- *Manually*: tickets are manually assigned, allowing employees to manage their own workload and
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target tickets they are experts at;
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- *Random*: tickets are randomly assigned and everyone gets the same amount. This method ensures
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that all tickets are handled as the assignment happens automatically;
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- *Balanced*: tickets are assigned to the person with the least amount of tickets so that everyone
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fairly gets the same amount. Thereby, you ensure that all tickets get to be taken care of.
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.. image:: media/helpdesk01.png
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.. image:: media/productivity_visibility.png
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:align: center
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:align: center
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:alt: View of a helpdesk team settings page emphasizing the productivity and visibility features
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in Odoo Helpdesk
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Set up Helpdesk teams
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| For the *Random* and *Balanced* assignment methods, you can set the *Team Members* among
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---------------------
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whom tickets are assigned. Leave the field empty to include all employees (with the proper
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access rights).
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| The *Team Visibility* feature allows you to specify who can see and access the team’s tickets.
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Therefore, ticket’s with sensible information are only seen by the right people.
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Leave the field empty to include all employees (with the proper access rights).
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By default, Odoo Helpdesk comes with a team installed called "Support"
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Set up stages and share it among teams
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======================================
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.. image:: media/helpdesk02.png
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To set up stages, go to :menuselection:`Helpdesk --> Configuration --> Stages`. Then, create and/or
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edit stages as you need and set specific teams to use certain stages under *Team*.
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.. image:: media/stages_teams.png
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:align: center
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:align: center
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:alt: View of a stage’s setting page emphasizing the option to add teams in Odoo Helpdesk
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To modify this team, or create additional teams, select "Configuration"
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Stages can be shared between one or multiple teams, allowing you to adapt the pipeline to your
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in the purple bar and select "Settings"
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individual needs. They also apply a visibility and access rule, as other teams are not able to see
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or use the stage.
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.. image:: media/helpdesk03.png
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.. image:: media/helpdesk_kanbanview.png
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:align: center
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:align: center
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:alt: View of a team’s kanban view in Odoo Helpdesk
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Here you can create new teams, decide what team members to add to this
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.. seealso::
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team, how your customers can submit tickets and set up SLA policies and
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- :doc:`../../general/odoo_basics/add_user`
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ratings. For the assignation method you can have tickets assigned
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randomly, balanced, or manually.
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How to set up different stages for each team
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--------------------------------------------
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First you will need to activate the :doc:`Developer mode <../../general/developer_mode/activate>`.
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Now, when you return to your Helpdesk module and select "Configuration"
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in the purple bar you will find additional options, like "Stages". Here
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you can create new stages and assign those stages to 1 or multiple teams
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allowing for customizable stages for each team!
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Start receiving tickets
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=======================
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How can my customers submit tickets?
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------------------------------------
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Select "Configuration" in the purple bar and select "Settings", select
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your Helpdesk team. Under "Channels you will find 4 options:
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.. image:: media/helpdesk05.png
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:align: center
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Email Alias allows for customers to email the alias you choose to create
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a ticket. The subject line of the email with become the Subject on the
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ticket.
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.. image:: media/helpdesk06.png
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:align: center
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Website Form allows your customer to go to
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yourwebsite.com/helpdesk/support-1/submit and submit a ticket via a
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website form - much like odoo.com/help!
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.. image:: media/helpdesk07.png
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:align: center
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Live Chat allows your customers to submit a ticket via Live Chat on your
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website. Your customer will begin the live chat and your Live Chat
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Operator can create the ticket by using the command /helpdesk Subject of
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Ticket.
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.. image:: media/helpdesk08.png
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:align: center
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The final option to submit tickets is through an API connection. View the
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documentation `here <https://www.odoo.com/documentation/13.0/webservices/odoo.html>`_.
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Tickets have been created, now what?
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------------------------------------
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Now your employees can start working on them! If you have selecting a
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manual assignation method then your employees will need to assign
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themselves to tickets using the "Assign To Me" button on the top left of
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a ticket or by adding themselves to the "Assigned to" field.
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.. image:: media/helpdesk09.png
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:align: center
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If you have selected "Random" or "Balanced" assignation method, your
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tickets will be assigned to a member of that Helpdesk team.
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From there they will begin working on resolving the tickets! When they
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are completed, they will move the ticket to the solved stage.
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How do I mark this ticket as urgent?
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------------------------------------
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On your tickets you will see stars. You can determine how urgent a
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ticket is but selecting one or more stars on the ticket. You can do this
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in the Kanban view or on the ticket form.
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.. image:: media/helpdesk10.png
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:align: center
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To set up a Service Level Agreement Policy for your employees, first
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activate the setting under "Settings"
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.. image:: media/helpdesk11.png
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:align: center
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From here, select "Configure SLA Policies" and click "Create".
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You will fill in information like the Helpdesk team, what the minimum
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priority is on the ticket (the stars) and the targets for the ticket.
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.. image:: media/helpdesk12.png
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:align: center
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What if a ticket is blocked or is ready to be worked on?
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--------------------------------------------------------
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If a ticket cannot be resolved or is blocked, you can adjust the "Kanban
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State" on the ticket. You have 3 options:
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- Grey - Normal State
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- Red - Blocked
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- Green - Ready for next stage
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Like the urgency stars you can adjust the state in the Kanban or on the
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Ticket form.
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.. image:: media/helpdesk13.png
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:align: center
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How can my employees log time against a ticket?
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-----------------------------------------------
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First, head over to "Settings" and select the option for "Timesheet on
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Ticket". You will see a field appear where you can select the project
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the timesheets will log against.
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.. image:: media/helpdesk14.png
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:align: center
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Now that you have selected a project, you can save. If you move back to
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your tickets, you will see a new tab called "Timesheets"
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.. image:: media/helpdesk15.png
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:align: center
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Here you employees can add a line to add work they have done for this
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ticket.
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How to allow your customers to rate the service they received
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-------------------------------------------------------------
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First, you will need to activate the ratings setting under "Settings"
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.. image:: media/helpdesk16.png
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:align: center
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Now, when a ticket is moved to its solved or completed stage, it will
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send an email to the customer asking how their service went.
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