[ADD] helpdesk: Add a documentation section and page

Coming from https://docs.google.com/document/d/1s0kvziIR26mbeUoDNX0eUk0-UQQGkeo_QrRbxMZ1RaA/edit

applications.rst

@@ -16,6 +16,7 @@ Applications
    manufacturing
    point_of_sale
    project
+   helpdesk/helpdesk
    expense/expense
    general
 ..   expenses

helpdesk/helpdesk.rst

@@ -0,0 +1,179 @@
+:banner: banners/helpdesk.jpg
+
+========
+Expenses
+========
+
+Overview
+========
+
+Getting started with Odoo Helpdesk
+----------------------------------
+
+Installing Odoo Helpdesk:
+
+Open the Apps module, search for "Helpdesk", and click install
+
+.. image:: media/helpdesk01.png
+   :align: center
+
+Set up Helpdesk teams
+---------------------
+
+By default, Odoo Helpdesk comes with a team installed called "Support"
+
+.. image:: media/helpdesk02.png
+   :align: center
+
+To modify this team, or create additional teams, select "Configuration"
+in the purple bar and select "Settings"
+
+.. image:: media/helpdesk03.png
+   :align: center
+
+Here you can create new teams, decide what team members to add to this
+team, how your customers can submit tickets and set up SLA policies and
+ratings. For the assignation method you can have tickets assigned
+randomly, balanced, or manually.
+
+How to set up different stages for each team
+--------------------------------------------
+
+First you will need to activate the developer mode. To do this go to
+your settings module, and select the link for "Activate the developer
+mode" on the lower right-hand side.
+
+.. image:: media/helpdesk04.png
+   :align: center
+
+Now, when you return to your Helpdesk module and select "Configuration"
+in the purple bar you will find additional options, like "Stages". Here
+you can create new stages and assign those stages to 1 or multiple teams
+allowing for customizable stages for each team!
+
+Start receiving tickets
+=======================
+
+How can my customers submit tickets?
+------------------------------------
+
+Select "Configuration" in the purple bar and select "Settings", select
+your Helpdesk team. Under "Channels you will find 4 options:
+
+.. image:: media/helpdesk05.png
+   :align: center
+
+Email Alias allows for customers to email the alias you choose to create
+a ticket. The subject line of the email with become the Subject on the
+ticket.
+
+.. image:: media/helpdesk06.png
+   :align: center
+
+Website Form allows your customer to go to
+yourwebsite.com/helpdesk/support-1/submit and submit a ticket via a
+website form - much like odoo.com/help!
+
+.. image:: media/helpdesk07.png
+   :align: center
+
+Live Chat allows your customers to submit a ticket via Live Chat on your
+website. Your customer will begin the live chat and your Live Chat
+Operator can create the ticket by using the command /helpdesk Subject of
+Ticket.
+
+.. image:: media/helpdesk08.png
+   :align: center
+
+The final option to submit tickets is thru an API connection. View the
+documentation
+`*here* <https://www.odoo.com/documentation/10.0/api_integration.html>`__.
+
+Tickets have been created, now what?
+------------------------------------
+
+Now your employees can start working on them! If you have selecting a
+manual assignation method then your employees will need to assign
+themselves to tickets using the "Assign To Me" button on the top left of
+a ticket or by adding themselves to the "Assigned to" field.
+
+.. image:: media/helpdesk09.png
+   :align: center
+
+If you have selected "Random" or "Balanced" assignation method, your
+tickets will be assigned to a member of that Helpdesk team.
+
+From there they will begin working on resolving the tickets! When they
+are completed, they will move the ticket to the solved stage.
+
+How do I mark this ticket as urgent?
+------------------------------------
+
+On your tickets you will see stars. You can determine how urgent a
+ticket is but selecting one or more stars on the ticket. You can do this
+in the Kanban view or on the ticket form.
+
+.. image:: media/helpdesk10.png
+   :align: center
+
+To set up a Service Level Agreement Policy for your employees, first
+activate the setting under "Settings"
+
+.. image:: media/helpdesk11.png
+   :align: center
+
+From here, select "Configure SLA Policies" and click "Create".
+
+You will fill in information like the Helpdesk team, what the minimum
+priority is on the ticket (the stars) and the targets for the ticket.
+
+.. image:: media/helpdesk12.png
+   :align: center
+
+What if a ticket is blocked or is ready to be worked on?
+--------------------------------------------------------
+
+If a ticket cannot be resolved or is blocked, you can adjust the "Kanban
+State" on the ticket. You have 3 options:
+
+- Grey - Normal State
+
+- Red - Blocked
+
+- Green - Ready for next stage
+
+Like the urgency stars you can adjust the state in the Kanban or on the
+Ticket form.
+
+.. image:: media/helpdesk13.png
+   :align: center
+
+How can my employees log time against a ticket?
+-----------------------------------------------
+
+First, head over to "Settings" and select the option for "Timesheet on
+Ticket". You will see a field appear where you can select the project
+the timesheets will log against.
+
+.. image:: media/helpdesk14.png
+   :align: center
+
+Now that you have selected a project, you can save. If you move back to
+your tickets, you will see a new tab called "Timesheets"
+
+.. image:: media/helpdesk15.png
+   :align: center
+
+Here you employees can add a line to add work they have done for this
+ticket.
+
+How to allow your customers to rate the service they received
+-------------------------------------------------------------
+
+First, you will need to activate the ratings setting under "Settings"
+
+.. image:: media/helpdesk16.png
+   :align: center
+
+Now, when a ticket is moved to its solved or completed stage, it will
+send an email to the customer asking how their service went.