diff --git a/content/applications/services/helpdesk/overview/receiving_tickets.rst b/content/applications/services/helpdesk/overview/receiving_tickets.rst index 00e3cb0e7..7049573d6 100644 --- a/content/applications/services/helpdesk/overview/receiving_tickets.rst +++ b/content/applications/services/helpdesk/overview/receiving_tickets.rst @@ -1,287 +1,346 @@ -======================= -Start receiving tickets -======================= +================= +Receiving tickets +================= Odoo *Helpdesk* offers multiple channels where customers can reach out for assistance, such as email, live chat, and through a website's submission form. The variety of these contact options -provides customers with multiple opportunities to receive support quickly, while also giving the -support team the ability to manage multi-channel support tickets from one central location. +provides customers with multiple opportunities to receive support quickly while also allowing the +support team to manage multi-channel support tickets from one central location. Enable channel options to submit tickets ======================================== -Go to :menuselection:`Helpdesk --> Configuration --> Teams` and choose an existing team, or click -:guilabel:`New` to :doc:`create a new team `. +Go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and choose an existing +team, or click :guilabel:`New` to :doc:`create a new team `. -On the team's settings page, scroll down to :guilabel:`Channels`. Select one or more channel(s) to -enable by checking the respective box(es). +On the team's settings page, scroll down to the :guilabel:`Channels` and :guilabel:`Help Center` +sections. Enable one or more channels by checking the respective boxes. -- :guilabel:`Email Alias` -- :guilabel:`Website Form` -- :guilabel:`Live Chat` +- :ref:`Email Alias ` +- :ref:`Live Chat ` +- :ref:`Website Form ` + +.. _helpdesk/receiving_tickets/email-alias: Email Alias ----------- -The *Email Alias* setting automatically creates tickets from messages sent to that team's -specified email alias. +The *Email Alias* setting creates tickets from messages sent to that team's specified email alias. -To alter a *Helpdesk* team's email alias, navigate to the :guilabel:`Teams` settings page. Find -:guilabel:`Email Alias`, under the :guilabel:`Channels` heading, and then type in the desired team -alias in the field. +.. important:: + The following steps are for **Odoo Online** and **Odoo.sh** databases. For **On-premise** + databases, external servers are required for email aliases. -When a new *Helpdesk* team is created, an :guilabel:`Email Alias` is created, as well. This alias -can be changed in the :guilabel:`Alias` field. +When a new *Helpdesk* team is created, an email alias is created for it. This alias can be changed +on the team's settings page. -.. note:: - If the database does not have a custom domain already configured, click :guilabel:`Configure a - custom domain` to be redirected to the :guilabel:`Settings` page. From there, enable - :guilabel:`Custom Email Servers`. +To change a *Helpdesk* team's email alias, navigate to :menuselection:`Helpdesk app --> +Configuration --> Helpdesk Teams`, and click on a team name to open its settings page. + +Then, scroll to :menuselection:`Channels --> Email Alias`. In the :guilabel:`Alias` field, type the +desired name for the team's email alias. .. image:: receiving_tickets/receiving-tickets-email-alias.png :align: center - :alt: View of the settings page of a helpdesk team emphasizing the email alias feature in Odoo + :alt: View of the settings page of a Helpdesk team emphasizing the email alias feature in Odoo Helpdesk. -When an email is received, the subject line from the email becomes the title of a new *Helpdesk* -ticket. The body of the email is also added to the ticket under the :guilabel:`Description` tab and -in the ticket's :guilabel:`Chatter` section. +.. note:: + Custom email domains are **not** required in order to use an email alias, however, they can be + configured through the *Settings* app. -.. important:: - The configuration steps outlined above are for **Odoo Online** and **Odoo.sh** databases. For - **On-premise** databases, additional configuration for custom email servers and email aliases - may be required. + If the database does not have a custom domain already configured, click :guilabel:`Set an Alias + Domain` to be redirected to the :guilabel:`Settings` page. From there, enable :guilabel:`Custom + Email Servers`. + +When an email is received, the subject line becomes the title of a new *Helpdesk* ticket. The body +of the email is also added to the ticket, under the :guilabel:`Description` tab, and in the ticket's +chatter. + +.. _helpdesk/receiving_tickets/live-chat: + +Live Chat +--------- + +The *Live Chat* feature lets website visitors connect directly with a support agent or chatbot. +*Helpdesk* tickets can be instantly created during these conversations using the :doc:`response +command ` `/ticket`. + +To enable *Live Chat*, navigate to the :menuselection:`Helpdesk app --> Configuration --> Helpdesk +Teams` list view, select a team, and on the team's settings page, click the checkbox next to +:guilabel:`Live Chat`, under the :guilabel:`Channels` section. + +.. note:: + If this is the first time :doc:`Live Chat ` has been enabled on + the database, the page may need to be saved manually and refreshed before any further steps can + be taken. + +After the :guilabel:`Live Chat` setting is enabled on a *Helpdesk* team, a new *Live Chat* channel +is created. Click on :guilabel:`Configure Live Chat Channel` to update the channel's settings. + +Live Chat channel configuration +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +On the channel's settings page, :guilabel:`Channel Name` can be edited, though, Odoo names the +channel to match the *Helpdesk* team name, by default. + +.. example:: + If a *Helpdesk* team is named `Customer Care`, a *Live Chat* channel is created called `Customer + Care`. + + .. image:: receiving_tickets/receiving-tickets-live-chat-new-channel.png + :align: center + :alt: View of the Kanban cards for the available Live Chat channels. + +On the channel form, navigate through the tabs to complete the setup. + +Operators tab +************* + +*Operators* are the users who act as agents and respond to live chat requests from customers. The +user who created the live chat channel is added by default. + +To add additional users, click on the :guilabel:`Operators` tab, then click :guilabel:`Add`. + + +Click the checkbox next to the users to be added on the :guilabel:`Add: Operators` pop-up window +that appears, then click :guilabel:`Select`. + +Click :guilabel:`New` to create new operators, if needed. + +When the desired addition is complete, click :guilabel:`Save & Close`, or :guilabel:`Save & New` to +add multiple new operators. + +.. danger:: + Creating a new user can impact the status of an Odoo subscription, as the total number of users + in a database counts towards the billing rate. Proceed with caution before creating a new user. + If a user already exists, adding them as an operator will **not** alter the subscription or + billing rate for a database. + +Additionally, current operators can be edited or removed by clicking on their respective boxes in +the :guilabel:`Operators` tab, and then adjusting their form values on the pop-up form that appears, +or by using one of the buttons located at the bottom of the form, such as :guilabel:`Remove`. + +.. tip:: + Users can add themselves as an operator by clicking the :guilabel:`Join Channel` button on a + *Live Chat* channel. + + .. image:: receiving_tickets/receiving-tickets-join-live-chat.png + :align: center + :alt: View of a live chat channel Kanban card with the join button emphasized. + +Options tab +*********** + +The :guilabel:`Options` tab contains the visual and text settings for the live chat window. + +.. image:: receiving_tickets/receiving-tickets-options-tab.png + :align: center + :alt: View of the options tab of a Live Chat channel's settings. + +- :guilabel:`Notification Text`: this field updates the greeting displayed in the text bubble when + the live chat button appears on the website. + +- :guilabel:`Livechat Button Color`: this field alters the color of the live chat button as it + appears on the website. To change the color, click on a color bubble to open the color selection + window, then click and drag the circle along the color gradient. Click out of the selection window + once complete. Click the refresh icon to the right of the color bubbles to reset the colors to the + default selection. + +- :guilabel:`Show`: the chat button displays on the selected page. +- :guilabel:`Show with notification`: the chat button is displayed, with the addition of the + :guilabel:`Notification text` from the :guilabel:`Options` tab. +- :guilabel:`Open automatically`: the chat button is displayed, and automatically opens the chat + window after a designated amount of time. The amount of time is designated in the :guilabel:`Open + automatically timer` field, which appears only when this display option is selected. +- :guilabel:`Hide`: the chat button is hidden from display on the webpage. + +.. tip:: + Color selection, for the button or header, can be made manually, or through RGB, HSL, or HEX code + selection. Different options are available, depending on the operating system or browser. + +Channel Rules tab +***************** + +The :guilabel:`Channel Rules` tab determines when the live chat window opens on the website by logic +of when a :guilabel:`URL Regex` action is triggered (e.g., a page visit). + +.. tip:: + A regex, or regular expression, is sometimes referred to as a rational expression. It is a + sequence of characters that specifies a match pattern in text. A match is made within the given + range of numbers or for the set of characters. + +Edit existing rules by selecting them from the :guilabel:`Channel Rules` tab, or create a new rule +by clicking :guilabel:`Add a line`. + +Then, proceed to configure the details for how the rule should apply on the pop-up form that +appears. + +Choose how the *Live Chat Button* displays on the webpage. + +- :guilabel:`Show`: the chat button displays on the selected page. + +- :guilabel:`Show with notification`: the chat button is displayed, with the addition of the + :guilabel:`Notification text` from the :guilabel:`Options` tab. + +- :guilabel:`Open automatically`: the chat button is displayed, and automatically opens the chat + window after a designated amount of time. The amount of time is designated in the :guilabel:`Open + automatically timer` field, which appears only when this display option is selected. + +- :guilabel:`Hide`: the chat button is hidden from display on the webpage. + +To include a :guilabel:`Chatbot` on this channel, select it from the drop-down menu. If the chatbot +should only be active when no operators are available, check the box labeled :guilabel:`Enabled only +if no operator`. + +.. note:: + If a :doc:`chatbot ` is added to a live chat channel, a + new :guilabel:`Chatbots` smart button appears on the channel settings form. Click here to create + and update the chatbot *script*. + + Each line in the script contains a :guilabel:`Message`, :guilabel:`Step Type`, + :guilabel:`Answers`, and conditional *Only If* logic that applies when certain pre-filled answers + are chosen. + + To create more steps in the script, click :guilabel:`Add a line`, and fill out the script steps + form, according to the desired logic. + +Add the URLs for the pages where the channel should appear in the :guilabel:`URL Regex` field. Only +the path from the root domain is needed, not the full URL. + +If this channel should only be available to users in specific countries, add those countries to the +:guilabel:`Country` field. If this field is left blank, the channel is available to all site +visitors. + +.. image:: receiving_tickets/receiving-tickets-channel-rules.png + :align: center + :alt: View of the Kanban cards for the available Live Chat channels. + +Widget tab +********** + +The :guilabel:`Widget` tab on the live chat channel form offers a website widget that can be added +to third-party websites. Additionally, a URL is available, that can provide instant access to a live +chat window. + +The live chat :guilabel:`Widget` can be applied to websites created through Odoo by navigating to +the :menuselection:`Website app --> Configuration --> Settings --> Email & Marketing`. Then, scroll +to the :guilabel:`Live Chat` field, and select the channel to add to the site. Click +:guilabel:`Save` to apply. + +To add the widget to a website created on a third-party website, click the :guilabel:`Copy` button +next to the first listed code, and paste the code into the `` tag on the site. + +To send a live chat session to a customer or supplier, click the :guilabel:`Copy` button next to the +second listed code, and send the URL via email. + +Create a support ticket from a live chat session +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +Operators who have joined a live chat channel are able to communicate with site visitors in +real-time. + +During the conversation, an operator can use the shortcut :doc:`command +` `/ticket` to create a ticket without leaving the chat +window. The transcript from the conversation is added to the new ticket, under the +:guilabel:`Description` tab. + +.. tip:: + *Helpdesk* tickets can also be created through the :doc:`WhatsApp + ` app using the same `/ticket` command. + +.. _helpdesk/receiving_tickets/website-form: Website Form ------------ -Enabling the *Website Form* setting adds a new page to the website with a customizable -form. A new ticket is created once the required form fields are filled out and submitted. +Enabling the *Website Form* setting adds a new page to the website with a customizable form. A new +ticket is created once the required form fields are filled out and submitted. -To activate the website form, navigate to a team's settings page under :menuselection:`Configuration ---> Teams`. Find the :guilabel:`Website Form` feature under the :guilabel:`Channels` section, and +To activate the website form, navigate to a team's settings page under :menuselection:`Helpdesk app +--> Configuration --> Helpdesk Teams`, and selecting the desired team from the list. + +Then, locate the :guilabel:`Website Form` feature, under the :guilabel:`Help Center` section, and check the box. +If more than one website is active on the database, confirm the correct website is listed in the +:guilabel:`Website` field. If not, select the correct one from the drop-down list. + After the feature is activated, click the :guilabel:`Go to Website` smart button at the top of the -that :guilabel:`Teams` settings page to view and edit the new website form, which is created +:guilabel:`Teams` settings page to view and edit the new website form, which is created automatically by Odoo. .. note:: - After enabling the website form, the *Teams* settings page may need to be refreshed before the - *Go to Website* smart button appears. + After enabling the :guilabel:`Website Form` setting, the team's settings page may need to be + refreshed before the :guilabel:`Go to Website` smart button appears. - As well, if a *Help Center* is published, the smart button will navigate there first. Simply click - the :guilabel:`Contact Us` button at the bottom of the forum to navigate to the ticket submission - form. + Additionally, if a *Help Center* is published, the smart button navigates there first. Simply + click the :guilabel:`Contact Us` button, at the bottom of the forum, to navigate to the ticket + submission form. .. image:: receiving_tickets/receiving-tickets-go-to-website.png :align: center :alt: View of the settings page of a helpdesk team emphasizing the Go to Website button in Odoo Helpdesk. -Customize the website ticket form +Website ticket form customization ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ -To customize the default ticket submission form, click the :guilabel:`Edit` button in the upper -right corner of the page. Then click on one of the fields in the form. +To customize the default ticket submission form, while on the website, click the :guilabel:`Edit` +button in the upper-right corner of the page. This opens the editing sidebar on the right side. +Then, click on one of the fields in the form, on the body of the website, to edit it. -Add, remove, or update fields as necessary to alter the information submitted by customers. Fields -can be made marked as :guilabel:`Required`, by toggling the switch from gray to blue in the website -builder's editor window, located under the :guilabel:`Field` section. As well, other pertinent field -information can be edited here, such as: +To add a new field, go to the :guilabel:`Field` section of the sidebar, and click :guilabel:`+ +Field`. -- :guilabel:`Type`: which matches an Odoo model value to the field (e.g. `Customer Name`). -- :guilabel:`Input Type`: to determine what type of input the field should be, like `Text`, `Email`, - `Telephone` or `URL`. -- :guilabel:`Label`: to give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also +Click the :guilabel:`🗑️ (trash can)` icon to delete the field, if necessary. + +Edit the other options for the new field in the sidebar, as desired: + +- :guilabel:`Type`: matches an Odoo model value to the field (e.g. `Customer Name`). +- :guilabel:`Input Type`: determine what type of input the field should be, like `Text`, `Email`, + `Telephone`, or `URL`. +- :guilabel:`Label`: give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also control the label position on the form by using the nested :guilabel:`Position` options. -- :guilabel:`Description`: which, optionally, adds an editable line under the input box to provide - additional contextual information related to the field. -- :guilabel:`Placeholder`: to add a sample input value. -- :guilabel:`Default value`: to add common use case values that most customers would find valuable -- :guilabel:`Required`: which sets the field as mandatory before the form can be submitted. -- :guilabel:`Visibility`: to allow for absolute or conditional visibility of the field. Nested - options, such as device visibility, appear when certain options are selected. - -.. tip:: - Text blocks can be added in the farthest 1/3 column of the ticket form page, next to the ticket - form. This is an ideal place to include team information such as additional contact details, - hours, or common helpful articles that link to the :guilabel:`Forum`. +- :guilabel:`Description`: determine whether or not to add an editable line under the input box to + provide additional contextual information related to the field. +- :guilabel:`Placeholder`: add a sample input value. +- :guilabel:`Default Value`: add common use case values that most customers would find valuable. + For example, this can include prompts of information customers should include to make it easier to + solve their issue, such as an account number, or product number. +- :guilabel:`Required`: determine whether or not to mark a field as required, in order for the form + to be submitted. Toggle the switch from gray to blue. +- :guilabel:`Visibility`: allow for absolute or conditional visibility of the field. Nested options, + such as, device visibility, appear when certain options are selected. +- :guilabel:`Animation`: choose whether or not the field should include animation. .. image:: receiving_tickets/receiving-tickets-web-form.png :align: center :alt: View of the unpublished website form to submit a ticket for Odoo Helpdesk. -Once the form has been optimized and is ready for public use, :guilabel:`Save` the changes, and then -publish the form by clicking on the :guilabel:`Unpublished` button. - -Live Chat ---------- - -The *Live Chat* feature allows website visitors to connect directly with a support agent or chatbot. -During these conversations, *Helpdesk* tickets can be instantly created by using the -:doc:`response command ` `/helpdesk`. - -To enable *Live Chat*, navigate to the :menuselection:`Configuration --> Teams` list view, select a -team, and on the :guilabel:`Teams` settings page, click the check box next to :guilabel:`Live Chat`, -under the :guilabel:`Channels` heading. - -.. note:: - If this is the first time *Live Chat* has been enabled on the database, the page may need to be - saved manually and refreshed before any further steps can be taken. - -With the :guilabel:`Live Chat` setting engaged, click on :guilabel:`View Channels`. Then, on the -:guilabel:`Website Live Chat Channels` dashboard, select the kanban card for the channel that was -created for the *Helpdesk* team, or create a :guilabel:`New` one if necessary. When a kanban card is -selected, additional options await on the channel's form. - -Customize the live chat channel -~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ - -When an individual channel is clicked on the :guilabel:`Website Live Chat Channels` dashboard, Odoo -directs the page to the channel form. From there, the :guilabel:`Channel Name` can be edited, -however Odoo names this to match the *Helpdesk* team's kanban pipeline, by default. - -.. example:: - If a *Helpdesk* team is named `Customer Care`, a *Live Chat* channel will be created with the - same name. - - .. image:: receiving_tickets/receiving-tickets-live-chat-join-channel.png - :align: center - :alt: View of the kanban cards for the available Live Chat channels. - -On the channel form, navigate through the tabs to complete the setup. - -Add operators -************* - -*Operators* are the users who will act as agents and respond to live chat requests from customers. -The user who originally created the live chat channel will be added by default. - -To add additional users, navigate and click on the live chat channel from the :guilabel:`Website -Live Chat Channels` dashboard, and on the :guilabel:`Operators` tab, click :guilabel:`ADD`. - -Then, click the check box next to the users to be added, and click :guilabel:`SELECT`. -:guilabel:`New` operators can be created and added to the list, as well, by filling out the -:guilabel:`Create Operators` form and then clicking :guilabel:`SAVE & CLOSE` (or :guilabel:`SAVE & -NEW` for multiplerecord creations). - -As well, current operators can be edited or removed by clicking on their respective boxes in the -:guilabel:`Operators` tab, and then adjusting their form values, or by using one of the form buttons -located at the bottom of the form, such as :guilabel:`REMOVE`. - -.. tip:: - Users can add themselves as an operator by clicking the :guilabel:`Join` button on a *Live Chat* - channel. - -Modify channel options -********************** - -The :guilabel:`Options` tab contains the visual and text settings for the live chat window. - -Change the text in the :guilabel:`Text of the Button` field to update the greeting displayed in the -text bubble when the live chat button appears on the website. - -Edit the :guilabel:`Welcome Message` to change the message a visitor sees when they open the chat -window. This message will appear as though it is sent by a live chat operator, and should be an -invitation to continue the conversation. - -Edit the :guilabel:`Chat Input Placeholder` to change the text that appears in the box where -visitors will type their replies. - -Change the :guilabel:`Livechat Button Color` and the :guilabel:`Channel Header Color` by -clicking a color bubble to open the color selection window. Click the refresh icon to the right of -the color bubbles to reset the colors to the default selection. - -.. tip:: - Color selection, for the button or header, can be made manually, or through RGB, HSL or HEX code - selection. Different options will be available, depending on your operating system. - -Create channel rules -******************** - -The :guilabel:`Channel Rules` tab determines when the live chat window opens on the website by logic -of when a :guilabel:`URL Regex` action is triggered (e.g., a page visit). - -Edit existing rules, or create a new one by clicking :guilabel:`Add a line`, and fill out the pop-up -form details based on how the rule should apply. - -If a :guilabel:`Chatbot` will be included on this channel, select it from the dropdown. If the -chatbot will only be active when no operators are available, check the box labeled -:guilabel:`Enabled only if no operator`. - -.. note:: - If a chatbot is added to a live chat channel, then 3 new smart buttons will appear on the channel - settings form: :guilabel:`Chatbots`, :guilabel:`Sessions`, and :guilabel:`% Happy`. - - - The :guilabel:`Chatbots` smart button is where the chatbot can be programmed with a - :guilabel:`Script`. Each line in the :guilabel:`Script` contains a :guilabel:`Message`, - :guilabel:`Step Type`, :guilabel:`Answers`, and conditional :guilabel:`Only If` logic that - applies when certain pre-filled answers are chosen. To create more steps in the - :guilabel:`Script`, click :guilabel:`Add a line` and fill out the script steps form according - to the desired logic. - - :guilabel:`Sessions` is where live chat sessions are recorded in order of descending - :guilabel:`Session Date`, by default. Each record includes the :guilabel:`Attendees` involved - in the live chat session, the :guilabel:`# Messages`, as well as any :guilabel:`Rating` that - was received when the session ended. - - The :guilabel:`% Happy` smart button includes a log of ratings that were left by live chat - attendees, and are labeled by date, time, and the support agent who was responsible for the - live chat session. - -Add the URL for the pages this channel will be applied to in the :guilabel:`URL Regex` field. If -this channel will only be available to users in specific countries, add them to the -:guilabel:`Country` field. If this field is left blank, the channel will be available to all site -visitors. - -.. image:: receiving_tickets/receiving-tickets-channel-rules.png - :align: center - :alt: View of the kanban cards for the available Live Chat channels. - -Use the live chat widget -************************ - -The :guilabel:`Widget` tab on the live chat channel form offers an embeddable website widget, or a -shortcode for instant customer/supplier access to a live chat window. - -The live chat :guilabel:`Widget` can be applied to websites created through Odoo by navigating to -the :menuselection:`Website --> Configuration --> Settings`. Then scroll to the :guilabel:`Live -Chat` section, and select the channel to add to the site. Click :guilabel:`Save` to apply. - -To add the widget to a website created on a third-party platform, click :guilabel:`COPY` and paste -the code into the `` tag on the site. - -Likewise, to send a live chat session to a customer or supplier, click the second :guilabel:`COPY` -button which contains a link to join directly. - -Create a support ticket from a live chat session -~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ - -Once live chat is enabled, operators will be able to communicate with site visitors in real time. - -During the conversation, an operator can use the shortcut :doc:`command -` `/helpdesk` to create a ticket without leaving -the chat window. The transcript from the conversation will be added to the new ticket, under the -:guilabel:`Description` tab. +Once the form has been optimized, and is ready for public use, click :guilabel:`Save` to apply the +changes. Then, publish the form by toggling the :guilabel:`Unpublished` switch to +:guilabel:`Published` at the top of the page, if necessary. Prioritizing tickets ==================== -All tickets include a :guilabel:`Priority` field. The highest priority tickets will appear at the -top of the kanban and list views. +All tickets include a :guilabel:`Priority` field. The highest priority tickets appear at the top of +the Kanban and list views. .. image:: receiving_tickets/receiving-tickets-priority.png :align: center - :alt: View of a team's kanban view and the prioritized tasks in Odoo Helpdesk. + :alt: View of a team's Kanban view and the prioritized tasks in Odoo Helpdesk. The priority levels are represented by stars: - - 0 stars = *Low Priority* - - 1 star = *Medium Priority* - - 2 stars = *High Priority* - - 3 stars = *Urgent* +- 0 stars = *Low Priority* +- 1 star = *Medium Priority* +- 2 stars = *High Priority* +- 3 stars = *Urgent* -Tickets will be set to low priority (0 stars) by default. To change the priority level, select the -appropriate number of stars on the kanban card, or on the ticket. +Tickets are set to low priority (0 stars) by default. To change the priority level, select the +appropriate number of stars on the Kanban card, or on the ticket. .. warning:: As priority levels can be used as criteria for assigning :doc:`SLAs `, changing the priority diff --git a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-channel-rules.png b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-channel-rules.png index 8e28c7d03..8869ae213 100644 Binary files a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-channel-rules.png and b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-channel-rules.png differ diff --git a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-email-alias.png b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-email-alias.png index 3a037eb24..af5dd2391 100644 Binary files a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-email-alias.png and b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-email-alias.png differ diff --git a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-go-to-website.png b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-go-to-website.png index 7d0a817ab..cca412e71 100644 Binary files a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-go-to-website.png and b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-go-to-website.png differ diff --git a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-join-live-chat.png b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-join-live-chat.png new file mode 100644 index 000000000..85f9819bb Binary files /dev/null and b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-join-live-chat.png differ diff --git a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-live-chat-join-channel.png b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-live-chat-join-channel.png deleted file mode 100644 index 89f3e62cc..000000000 Binary files a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-live-chat-join-channel.png and /dev/null differ diff --git a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-live-chat-new-channel.png b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-live-chat-new-channel.png new file mode 100644 index 000000000..41a3b635c Binary files /dev/null and b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-live-chat-new-channel.png differ diff --git a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-options-tab.png b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-options-tab.png new file mode 100644 index 000000000..df70690f6 Binary files /dev/null and b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-options-tab.png differ diff --git a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-priority.png b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-priority.png index ae442389d..d1b898897 100644 Binary files a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-priority.png and b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-priority.png differ diff --git a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-web-form.png b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-web-form.png index 740abc277..8d62a97d7 100644 Binary files a/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-web-form.png and b/content/applications/services/helpdesk/overview/receiving_tickets/receiving-tickets-web-form.png differ