[ADD] helpdesk: doc about reports (#661)

helpdesk/overview.rst

@@ -8,3 +8,4 @@ Overview
    overview/getting_started
    overview/sla
    overview/receiving_tickets
+   overview/reports

helpdesk/overview/reports.rst

@@ -0,0 +1,60 @@
+============================
+Reports for a Better Support
+============================
+
+An efficient customer service solution should have a built-in reporting option. Reports allow you to
+track trends, identify areas for improvement, manage employees’ workloads and, most importantly,
+meet your customer’s expectations.
+
+Cases
+~~~~~
+
+Some examples of the reports Odoo Helpdesk can generate include:
+
+- The number of tickets *grouped by* team and ticket type.
+
+| In this manner, you are able to evaluate which ticket types have been the most frequent ones,
+  plus the workload of your teams.
+| Apply *Time Ranges* if you would like to make comparisons to a *Previous Period* or a *Previous
+  Year*.
+
+.. image:: media/report_team_ticket_type.png
+   :align: center
+   :alt: View of a helpdesk ticket analysis by team and ticket type in Odoo Helpdesk
+
+- The number of tickets closed per day, per team.
+
+Get an overview of how many requests each team is closing per day in order to measure their
+performance. Identify productivity levels to understand how many requests they are able to handle.
+
+.. image:: media/report_close_date_team.png
+   :align: center
+   :alt: View of a helpdesk ticket analysis by team and close date in Odoo Helpdesk
+
+.. tip::
+   Filter it by *Assignee* to see Key Performance Indicators (KPI) per agent.
+
+- The number of hours tickets are taking to be solved, grouped by team and ticket type.
+
+Check if your expectations are met by *measuring* the *Time to close (hours)*. Your
+customers not only expect fast responses but they also want their issues to be handled quickly.
+
+.. image:: media/report_time_to_close.png
+   :align: center
+   :alt: View of helpdesk ticket analysis of the hours to close by ticket type and team in
+         Odoo Helpdesk
+
+Save filters
+~~~~~~~~~~~~
+
+Save the filters you use the most and avoid having to reconstruct them every time they are
+needed. To do so, set the groups, filters, and measures needed. Then, go to *Favorites*.
+
+.. image:: media/favorites.png
+   :align: center
+   :alt: View of helpdesk ticket analysis emphasizing the option to add a filter as a favorite one
+         in Odoo Helpdesk
+
+.. seealso::
+   - :doc:`receiving_tickets`
+   - :doc:`sla`