diff --git a/content/applications/services/helpdesk/overview/getting_started.rst b/content/applications/services/helpdesk/overview/getting_started.rst index f17a49b64..14e7d2b2e 100644 --- a/content/applications/services/helpdesk/overview/getting_started.rst +++ b/content/applications/services/helpdesk/overview/getting_started.rst @@ -1,64 +1,164 @@ -=============== -Getting Started -=============== +============================= +Getting started with Helpdesk +============================= -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. +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. -Set up teams -============ +Create Helpdesk 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.). +Setting up multiple teams allows for tickets to be grouped by location or by support type. -.. image:: getting_started/helpdesk_teams_view.png +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. + +.. 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 -Team’s productivity and visibility ----------------------------------- +Assignment & Visibility +----------------------- -Teams can have individual *Assignment Methods* to ensure that tickets get redirected to the right -person: +Determine to whom the team will be visible +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ -- *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. +Under the :guilabel:`Visibility` section, determine who can view this team and its tickets. -.. image:: getting_started/productivity_visibility.png +- :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. + +.. 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`. + +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. + +.. image:: getting_started/assignment-visibility.png :align: center - :alt: View of a helpdesk team settings page emphasizing the productivity and visibility features + :alt: View of a Helpdesk team settings page emphasizing the assignment and visibility features in Odoo Helpdesk -| 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). +Select one of the following assignment methods, based on how workload should be allocated across +the team: -Set up stages and share it among teams -====================================== +- :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. -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*. +Finally, add the :guilabel:`Team Members` who will 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. -.. image:: getting_started/stages_teams.png - :align: center - :alt: View of a stage’s setting page emphasizing the option to add teams in Odoo Helpdesk - -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:: getting_started/helpdesk_kanbanview.png - :align: center - :alt: View of a team’s kanban view in Odoo Helpdesk +.. 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. .. seealso:: - - :doc:`/applications/general/users` + - :ref:`Manage users ` + - :doc:`Access rights ` + +Create or modify kanban 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`. + +.. important:: + :ref:`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`. + +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. + +.. tip:: + Change the stage order on the kanban view by dragging and dropping individual columns. + +.. image:: getting_started/stages-create-new.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 + +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. + +.. important:: + SMS Text Messaging is an In-App Purchase (IAP) service that requires prepaid credits to work. + Refer to `SMS Pricing FAQ `_ 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. + +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. + +Follow the same steps to select, edit, or create an :guilabel:`SMS Template`. + +.. image:: getting_started/sms-template.png + :align: center + :alt: View of an SMS template setup page in Odoo Helpdesk + +.. seealso:: + :doc:`/applications/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 + +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. + +.. 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. 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