[IMP] helpdesk: getting started doc updates

closes odoo/documentation#7676

X-original-commit: 48bfcc6d93
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: Timothy Kukulka <91896312+tiku-odoo@users.noreply.github.com>
Co-authored-by: Timothy Kukulka <91896312+tiku-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-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/overview/getting_started.rst

@@ -2,130 +2,182 @@
 Getting started with Helpdesk
 =============================
 
-Odoo :guilabel:`Helpdesk` is a ticket-based customer support application. Teams can track,
-prioritize, and solve customer issues from their pipeline, which is organized in customizable
-stages. Multiple teams can be configured and managed in one dashboard.
+Odoo *Helpdesk* is a ticketing-based customer support application. Multiple teams can be configured
+and managed in one dashboard, each with their own pipeline for tickets submitted by customers.
+Pipelines are organized in customizable stages that enable teams to track, prioritize, and solve
+customer issues quickly and efficiently.
 
-Create Helpdesk teams
-=====================
+Create a Helpdesk team
+======================
 
-Setting up multiple teams allows for tickets to be grouped by location or by support type.
-
-To view or modify *Helpdesk* teams, go to :menuselection:`Helpdesk --> Configuration --> Teams`. To
-create a new team, click on the :guilabel:`New` button in the top left of the dashboard. From there,
-name the new team, and fill out the remaining fields as defined in the following sections on the
-form.
+To view or modify *Helpdesk* teams, go to :menuselection:`Helpdesk app --> Configuration -->
+Helpdesk Teams`. To create a new team, click the :guilabel:`New` button in the top-left of the
+dashboard.
 
 .. image:: getting_started/helpdesk-teams-list.png
    :align: center
-   :alt: View of the Helpdesk teams page in Odoo Helpdesk
+   :alt: View of the Helpdesk teams page in Odoo Helpdesk.
 
-Assignment & Visibility
+On the blank Helpdesk team form, enter a :guilabel:`Name` for the new team. Then, enter a
+description of the team in the field below the team name, if desired. To change the company this
+team is assigned to, select it from the :guilabel:`Company` drop-down menu.
+
+.. important::
+   The team description is published on the public facing :doc:`website form <receiving_tickets>`,
+   where customers and portal users submit tickets. The description included in this field should
+   **not** include any information that is for internal use only.
+
+   .. image:: getting_started/team-description-webform.png
+      :align: center
+      :alt: View of a Helpdesk team's website form displaying the team description.
+
+Visibility & Assignment
 -----------------------
 
-Determine to whom the team will be visible
-~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+The *Visibility* settings alter which internal users and portal users have access to this team and
+its tickets. The *Assignment* settings alter how users are assigned to handle each ticket.
 
-Under the :guilabel:`Visibility` section, determine who can view this team and its tickets.
+Determine team visibility
+~~~~~~~~~~~~~~~~~~~~~~~~~
 
-- :guilabel:`Invited internal users` have access to the team and tickets they are following. This
-  can be modified on each individual ticket.
-- :guilabel:`All internal users` have access to the team and all of its tickets without being a
-  follower.
-- :guilabel:`Invited portal users and all internal users` have access to the team without being a
-  follower. Portal users will only be able to access tickets that they are following.
+Under the :guilabel:`Visibility` section, select one of the following options to determine who can
+view this team and its tickets:
+
+- :guilabel:`Invited internal users (private)`: internal users can access the team and the tickets
+  they are following. This access can be modified on each ticket individually by adding or removing
+  the user as a follower. Internal users are considered *invited* once they are added as followers
+  to an individual ticket, or :ref:`to the team itself <helpdesk/getting_started/follow>`.
+- :guilabel:`All internal users (company)`: all internal users can access the team and all of its
+  tickets.
+- :guilabel:`Invited portal users and all internal users (public)`: all internal users can access
+  the team and all of its tickets. Portal users can only access the tickets they are following.
 
 .. example::
-   A `Customer Support` team intended to handle general issues with shipping and product issues
-   would have the visibility setting :guilabel:`Invited portal users and all internal users`.
-   However, a `Financial Services` team handling tickets related to accounting or tax information
-   would only need to be visible to :guilabel:`Invited internal users`.
+   A `Customer Support` team, meant to handle general shipping and product issues, would have the
+   visibility set on :guilabel:`Invited portal users and all internal users`.
+
+   At the same time, a `Financial Services` team handling tickets related to accounting or tax
+   information would only need to be visible to :guilabel:`Invited internal users`.
+
+.. warning::
+   A team's visibility can be altered after the initial configuration. However, if the team changes
+   from public access to either private or company-only access, portal users are removed as
+   followers from both the team, and from individual tickets.
+
+.. _helpdesk/getting_started/follow:
+
+Follow all team's tickets
+~~~~~~~~~~~~~~~~~~~~~~~~~
+
+If a user should be notified about any updates regarding tickets for this team, select their name
+from the :guilabel:`Followers` drop-down menu, located in the :guilabel:`Follow All Team's Tickets`
+field. Multiple users can be selected to follow a single team.
+
+.. important::
+   External contacts can be selected in the :guilabel:`Followers` field. If the team's visibility is
+   set to :guilabel:`Invited internal users (private)`, followers are notified about updates to the
+   team's tickets, but are **not** able to view them in the portal.
 
 Automatically assign new tickets
 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-When tickets are received, they will need to be assigned to a member of the support team. This can
-be done manually on each ticket individually, or through :guilabel:`Automatic Assignment`. Check the
-box next to :guilabel:`Automatic Assignment` to enable the feature for this team.
+When tickets are received, they need to be assigned to a member of the team. This is done either
+manually on each ticket individually, or through :guilabel:`Automatic Assignment`. Check the
+:guilabel:`Automatic Assignment` checkbox to enable this feature for the team.
 
-.. image:: getting_started/assignment-visibility.png
+.. image:: getting_started/helpdesk-visibility-assignment.png
    :align: center
-   :alt: View of a Helpdesk team settings page emphasizing the assignment and visibility features
-         in Odoo Helpdesk
+   :alt: View of a Helpdesk team settings page emphasizing the automatic assignment features in Odoo
+         Helpdesk.
 
-Select one of the following assignment methods, based on how workload should be allocated across
+As soon as :guilabel:`Automatic Assignment` has been enabled, additional fields appear.
+
+Select one of the following assignment methods, based on how the workload should be allocated across
 the team:
 
-- :guilabel:`Each user is assigned an equal number of tickets` assigns tickets to team members
-   based on total ticket count, regardless of the number of open or closed tickets they are
-   currently assigned.
-- :guilabel:`Each user has an equal number of open tickets` assigned tickets to team members based
-   on how many open tickets they are currently assigned. This option is useful for automatically
-   delegating a heavier workload to high-performers who tend to close tickets quickly.
+- :guilabel:`Each user is assigned an equal number of tickets`: tickets are assigned to team members
+  based on total ticket count, regardless of the number of open or closed tickets they are
+  currently assigned.
+- :guilabel:`Each user has an equal number of open tickets`: tickets are assigned to team members
+  based on how many open tickets they are currently assigned.
 
-Finally, add the :guilabel:`Team Members` who will be assigned tickets for this team. Leave the
+.. note::
+   When :guilabel:`Each user is assigned an equal number of tickets` is selected, the overall number
+   of tickets assigned to team members is the same, but it does **not** consider the current
+   workload.
+
+   When :guilabel:`Each user has an equal number of open tickets` is selected, it ensures a balanced
+   workload among team members, as it takes the current number of active tickets into account.
+
+Finally, add the :guilabel:`Team Members` who are to be assigned tickets for this team. Leave the
 field empty to include all employees who have the proper assignments and access rights configured in
 their user account settings.
 
-.. note::
-   If an employee has time off scheduled in the :guilabel:`Time Off` application, they will not be
-   assigned tickets during that time. If no employees are available, the system will look ahead
-   until there is a match.
+.. important::
+   If an employee has time off scheduled in the *Time Off* application, they are **not** assigned
+   tickets during that time. If no employees are available, the system looks ahead until there is a
+   match.
 
 .. seealso::
    - :ref:`Manage users <users/add-individual>`
-   - :doc:`Access rights </applications/general/users/access_rights>`
+   - :doc:`Access rights <../../../general/users/access_rights>`
 
-Create or modify kanban stages
-==============================
+Create or modify stages
+=======================
 
-:guilabel:`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.
-
-To view or modify *Helpdesk* stages, go to :menuselection:`Helpdesk --> Configuration --> 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 <developer-mode>` must be activated in order to access the stages menu. To
-   activate developer mode go to :menuselection:`Settings --> General Settings --> Developer Tools`
-   and click on :guilabel:`Activate the developer mode`.
+   :ref:`Developer mode <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`.
 
-The list view shows an overview of all the stages currently available in Helpdesk. They are listed
-in the order they appear in the pipeline. To change the order of the stages, use the arrow buttons
-on the left side of the list.
+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 :guilabel:`(six square)` icon, to the left of the stage
+name, and drag it to the desired place on the list.
+
+.. image:: getting_started/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 by dragging and dropping individual columns.
+   Change the stage order on the Kanban view of a *Helpdesk* team's pipeline by dragging and
+   dropping individual columns.
 
-.. image:: getting_started/stages-create-new.png
+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:: getting_started/new-stage-details.png
    :align: center
-   :alt: View of the stage list page emphasizing the option to create a new stage
-
-
-To create a new stage, click on the :guilabel:`New` button in the top left of the dashboard.
-Next, choose a name for the new stage, and add a description (though it is not required).
-Fill out the remaining fields following the steps below.
-
-.. image:: getting_started/stage-settings.png
-   :align: center
-   :alt: View of a stage's settings page in Odoo Helpdesk
+   :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 the
-customer when a ticket reaches that specific stage in the helpdesk pipeline. Likewise, adding an
-:guilabel:`SMS Template` will result in an SMS text message being sent to the customer.
+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 In-App Purchase (IAP) service that requires prepaid credits to work.
-   Refer to `SMS Pricing FAQ <https://iap-services.odoo.com/iap/sms/pricing>`_ for additional
-   information.
+   SMS Text Messaging is an :doc:`In-App Purchase (IAP) <../../../general/in_app_purchase/>` service
+   that requires prepaid credits to work. Refer to `SMS Pricing FAQ
+   <https://iap-services.odoo.com/iap/sms/pricing>`_ for additional information.
 
 To select an existing email template, select it from the :guilabel:`Email Template` field. Click on
-the arrow key to the right of the field to edit the template.
+the :guilabel:`→ (Internal Link)` icon to the right of the field to edit the chosen template.
 
-To create a new template, click the field and begin typing a new template title. Then select
-:guilabel:`Create and edit`, and complete the form details.
+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`.
 
@@ -134,31 +186,49 @@ Follow the same steps to select, edit, or create an :guilabel:`SMS Template`.
    :alt: View of an SMS template setup page in Odoo Helpdesk
 
 .. seealso::
-   :doc:`/applications/general/email_communication/email_template`
+   :doc:`../../../general/email_communication/email_template`
 
 Assign stages to a team
 -----------------------
 
-Make a selection in the :guilabel:`Teams` field on the :guilabel:`Stages` form. More than one team
-may be selected, since the same stage(s) can be assigned to multiple teams.
-
- .. image:: getting_started/stages-settings-sharing.png
-   :align: center
-   :alt: View of stage setup emphasizing teams field
+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
 ------------
 
-Check the :guilabel:`Folded in Kanban` box on the :guilabel:`Stages` form to display this stage as
-*folded* by default in the kanban view for this team.
+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.
+   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.
 
-Alternatively, stages can be temporarily folded in the kanban view, by clicking on the settings
-icon and selecting :guilabel:`Fold`.
+Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well.
 
-.. note::
-   Manually folding a stage from the kanban view will not close the tickets in the stage.
+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 :guilabel:`⚙️ (gear)` icon, and select
+:guilabel:`Fold`.
+
+.. image:: getting_started/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.