diff --git a/_static/banners/helpdesk.jpg b/_static/banners/helpdesk.jpg new file mode 100644 index 000000000..6f28e0837 Binary files /dev/null and b/_static/banners/helpdesk.jpg differ diff --git a/applications.rst b/applications.rst index fd8caf938..f310eec73 100644 --- a/applications.rst +++ b/applications.rst @@ -16,6 +16,7 @@ Applications manufacturing point_of_sale project + helpdesk/helpdesk expense/expense general .. expenses diff --git a/helpdesk/helpdesk.rst b/helpdesk/helpdesk.rst new file mode 100644 index 000000000..ee0745117 --- /dev/null +++ b/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* `__. + +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. diff --git a/helpdesk/media/helpdesk01.png b/helpdesk/media/helpdesk01.png new file mode 100644 index 000000000..da06ede20 Binary files /dev/null and b/helpdesk/media/helpdesk01.png differ diff --git a/helpdesk/media/helpdesk02.png b/helpdesk/media/helpdesk02.png new file mode 100644 index 000000000..b7a18116c Binary files /dev/null and b/helpdesk/media/helpdesk02.png differ diff --git a/helpdesk/media/helpdesk03.png b/helpdesk/media/helpdesk03.png new file mode 100644 index 000000000..2cdb1f3b6 Binary files /dev/null and b/helpdesk/media/helpdesk03.png differ diff --git a/helpdesk/media/helpdesk04.png b/helpdesk/media/helpdesk04.png new file mode 100644 index 000000000..8acc044e3 Binary files /dev/null and b/helpdesk/media/helpdesk04.png differ diff --git a/helpdesk/media/helpdesk05.png b/helpdesk/media/helpdesk05.png new file mode 100644 index 000000000..805dc9c87 Binary files /dev/null and b/helpdesk/media/helpdesk05.png differ diff --git a/helpdesk/media/helpdesk06.png b/helpdesk/media/helpdesk06.png new file mode 100644 index 000000000..8d4675d52 Binary files /dev/null and b/helpdesk/media/helpdesk06.png differ diff --git a/helpdesk/media/helpdesk07.png b/helpdesk/media/helpdesk07.png new file mode 100644 index 000000000..540f90f77 Binary files /dev/null and b/helpdesk/media/helpdesk07.png differ diff --git a/helpdesk/media/helpdesk08.png b/helpdesk/media/helpdesk08.png new file mode 100644 index 000000000..e03ee225e Binary files /dev/null and b/helpdesk/media/helpdesk08.png differ diff --git a/helpdesk/media/helpdesk09.png b/helpdesk/media/helpdesk09.png new file mode 100644 index 000000000..18c2e3655 Binary files /dev/null and b/helpdesk/media/helpdesk09.png differ diff --git a/helpdesk/media/helpdesk10.png b/helpdesk/media/helpdesk10.png new file mode 100644 index 000000000..e852efbd8 Binary files /dev/null and b/helpdesk/media/helpdesk10.png differ diff --git a/helpdesk/media/helpdesk11.png b/helpdesk/media/helpdesk11.png new file mode 100644 index 000000000..72d8b448d Binary files /dev/null and b/helpdesk/media/helpdesk11.png differ diff --git a/helpdesk/media/helpdesk12.png b/helpdesk/media/helpdesk12.png new file mode 100644 index 000000000..c7138760f Binary files /dev/null and b/helpdesk/media/helpdesk12.png differ diff --git a/helpdesk/media/helpdesk13.png b/helpdesk/media/helpdesk13.png new file mode 100644 index 000000000..cb47276c7 Binary files /dev/null and b/helpdesk/media/helpdesk13.png differ diff --git a/helpdesk/media/helpdesk14.png b/helpdesk/media/helpdesk14.png new file mode 100644 index 000000000..46b3065d8 Binary files /dev/null and b/helpdesk/media/helpdesk14.png differ diff --git a/helpdesk/media/helpdesk15.png b/helpdesk/media/helpdesk15.png new file mode 100644 index 000000000..e1cc12dfb Binary files /dev/null and b/helpdesk/media/helpdesk15.png differ diff --git a/helpdesk/media/helpdesk16.png b/helpdesk/media/helpdesk16.png new file mode 100644 index 000000000..ae8973e49 Binary files /dev/null and b/helpdesk/media/helpdesk16.png differ