From 8b69948613bef123cf72efda46eb1f20c4a560a8 Mon Sep 17 00:00:00 2001 From: jero-odoo Date: Wed, 22 May 2024 12:58:21 -0400 Subject: [PATCH] [MOV] helpdesk: move getting started, reorg toctree closes odoo/documentation#9457 X-original-commit: 5c781afe88d0cf212411f8917d310a88e903749c Signed-off-by: Samuel Lieber (sali) Signed-off-by: Jessica Rogers (jero) --- content/applications/services/helpdesk.rst | 233 ++++++++++++++++- .../helpdesk/advanced/track_and_bill.rst | 2 +- .../fold-stage-kanban.png | Bin .../helpdesk-teams-list.png | Bin .../helpdesk-visibility-assignment.png | Bin .../new-stage-details.png | Bin .../services/helpdesk/overview.rst | 5 +- .../helpdesk/overview/getting_started.rst | 234 ------------------ .../helpdesk/overview/help_center.rst | 10 +- .../helpdesk/overview/receiving_tickets.rst | 2 +- .../getting_started => }/sms-template.png | Bin .../stages-list-buttons.png | Bin .../team-description-webform.png | Bin .../websites/livechat/responses.rst | 2 +- redirects/17.0.txt | 4 + 15 files changed, 246 insertions(+), 246 deletions(-) rename content/applications/services/helpdesk/{overview/getting_started => }/fold-stage-kanban.png (100%) rename content/applications/services/helpdesk/{overview/getting_started => }/helpdesk-teams-list.png (100%) rename content/applications/services/helpdesk/{overview/getting_started => }/helpdesk-visibility-assignment.png (100%) rename content/applications/services/helpdesk/{overview/getting_started => }/new-stage-details.png (100%) delete mode 100644 content/applications/services/helpdesk/overview/getting_started.rst rename content/applications/services/helpdesk/{overview/getting_started => }/sms-template.png (100%) rename content/applications/services/helpdesk/{overview/getting_started => }/stages-list-buttons.png (100%) rename content/applications/services/helpdesk/{overview/getting_started => }/team-description-webform.png (100%) diff --git a/content/applications/services/helpdesk.rst b/content/applications/services/helpdesk.rst index 905bdfd7e..88b0f884b 100644 --- a/content/applications/services/helpdesk.rst +++ b/content/applications/services/helpdesk.rst @@ -1,4 +1,3 @@ -:nosearch: :show-content: :hide-page-toc: :show-toc: @@ -7,6 +6,238 @@ Helpdesk ======== +Odoo *Helpdesk* is a ticketing-based customer support application. Multiple teams can be configured +and managed in one dashboard, each with their own pipeline for tickets submitted by customers. +Pipelines are organized in customizable stages that enable teams to track, prioritize, and solve +customer issues quickly and efficiently. + +Create a Helpdesk team +====================== + +To view or modify *Helpdesk* teams, go to :menuselection:`Helpdesk app --> Configuration --> +Helpdesk Teams`. To create a new team, click the :guilabel:`New` button in the top-left of the +dashboard. + +.. image:: helpdesk/helpdesk-teams-list.png + :align: center + :alt: View of the Helpdesk teams page in Odoo Helpdesk. + +On the blank Helpdesk team form, enter a :guilabel:`Name` for the new team. Then, enter a +description of the team in the field below the team name, if desired. To change the company this +team is assigned to, select it from the :guilabel:`Company` drop-down menu. + +.. important:: + The team description is published on the public facing :doc:`website form + `, where customers and portal users submit tickets. The + description included in this field should **not** include any information that is for internal + use only. + + .. image:: helpdesk/team-description-webform.png + :align: center + :alt: View of a Helpdesk team's website form displaying the team description. + +Visibility & Assignment +----------------------- + +The *Visibility* settings alter which internal users and portal users have access to this team and +its tickets. The *Assignment* settings alter how users are assigned to handle each ticket. + +Determine team visibility +~~~~~~~~~~~~~~~~~~~~~~~~~ + +Under the :guilabel:`Visibility` section, select one of the following options to determine who can +view this team and its tickets: + +- :guilabel:`Invited internal users (private)`: internal users can access the team and the tickets + they are following. This access can be modified on each ticket individually by adding or removing + the user as a follower. Internal users are considered *invited* once they are added as followers + to an individual ticket, or :ref:`to the team itself `. +- :guilabel:`All internal users (company)`: all internal users can access the team and all of its + tickets. +- :guilabel:`Invited portal users and all internal users (public)`: all internal users can access + the team and all of its tickets. Portal users can only access the tickets they are following. + +.. example:: + A `Customer Support` team, meant to handle general shipping and product issues, would have the + visibility set on :guilabel:`Invited portal users and all internal users`. + + At the same time, a `Financial Services` team handling tickets related to accounting or tax + information would only need to be visible to :guilabel:`Invited internal users`. + +.. warning:: + A team's visibility can be altered after the initial configuration. However, if the team changes + from public access to either private or company-only access, portal users are removed as + followers from both the team, and from individual tickets. + +.. _helpdesk/follow: + +Follow all team's tickets +~~~~~~~~~~~~~~~~~~~~~~~~~ + +If a user should be notified about any updates regarding tickets for this team, select their name +from the :guilabel:`Followers` drop-down menu, located in the :guilabel:`Follow All Team's Tickets` +field. Multiple users can be selected to follow a single team. + +.. important:: + External contacts can be selected in the :guilabel:`Followers` field. If the team's visibility is + set to :guilabel:`Invited internal users (private)`, followers are notified about updates to the + team's tickets, but are **not** able to view them in the portal. + +Automatically assign new tickets +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +When tickets are received, they need to be assigned to a member of the team. This is done either +manually on each ticket individually, or through :guilabel:`Automatic Assignment`. Check the +:guilabel:`Automatic Assignment` checkbox to enable this feature for the team. + +.. image:: helpdesk/helpdesk-visibility-assignment.png + :align: center + :alt: View of a Helpdesk team settings page emphasizing the automatic assignment features in Odoo + Helpdesk. + +As soon as :guilabel:`Automatic Assignment` has been enabled, additional fields appear. + +Select one of the following assignment methods, based on how the workload should be allocated across +the team: + +- :guilabel:`Each user is assigned an equal number of tickets`: tickets are assigned 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`: tickets are assigned to team members + based on how many open tickets they are currently assigned. + +.. note:: + When :guilabel:`Each user is assigned an equal number of tickets` is selected, the overall number + of tickets assigned to team members is the same, but it does **not** consider the current + workload. + + When :guilabel:`Each user has an equal number of open tickets` is selected, it ensures a balanced + workload among team members, as it takes the current number of active tickets into account. + +Finally, add the :guilabel:`Team Members` who are to 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. + +.. important:: + If an employee has time off scheduled in the *Time Off* application, they are **not** assigned + tickets during that time. If no employees are available, the system looks ahead until there is a + match. + +.. seealso:: + - :ref:`Manage users ` + - :doc:`Access rights <../general/users/access_rights>` + +Create or modify stages +======================= + +*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. + +.. important:: + :ref:`Developer mode ` **must** be activated to access the stages menu. To + activate developer mode, go to :menuselection:`Settings app --> General Settings --> Developer + Tools`, and click :guilabel:`Activate the developer mode`. + +To view or modify *Helpdesk* stages, go to :menuselection:`Helpdesk app --> Configuration --> +Stages`. + +The default list view on the :guilabel:`Stages` page displays the stages currently available in +*Helpdesk*. They are listed in the order they appear in the pipeline. + +To change the order of the stages, click the :guilabel:`(six square)` icon, to the left of the stage +name, and drag it to the desired place on the list. + +.. image:: helpdesk/stages-list-buttons.png + :align: center + :alt: View of the stage list page emphasizing the buttons used to change the order the stages + appear in the list. + +.. tip:: + Change the stage order on the Kanban view of a *Helpdesk* team's pipeline by dragging and + dropping individual columns. + +To create a new stage, click the :guilabel:`New` button at the top-left of the stage list. Doing so +reveals a blank stage form. + +Choose a :guilabel:`Name` for the new stage, and add a description, if desired. Then, proceed to +fill out the remaining fields following the steps below. + +.. image:: helpdesk/new-stage-details.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 +customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an +:guilabel:`SMS Template` triggers an SMS text message to send to the customer. + +.. important:: + SMS Text Messaging is an :doc:`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 :guilabel:`→ (Internal Link)` icon to the right of the field to edit the chosen template. + +To create a new template, click the field, and enter a title for the new template. Then, select +:guilabel:`Create and edit` from the drop-down menu that appears, and complete the form details. + +Follow the same steps to select, edit, or create an :guilabel:`SMS Template`. + +.. image:: helpdesk/sms-template.png + :align: center + :alt: View of an SMS template setup page in Odoo Helpdesk + +.. seealso:: + :doc:`/applications/general/companies/email_template` + +Assign stages to a team +----------------------- + +Make a selection in the :guilabel:`Helpdesk Teams` field on the :guilabel:`Stages` form. More than +one team may be selected, since the same stage can be assigned to multiple teams. + +Fold a stage +------------ + +By default, stages are unfolded in the Kanban view of either tickets dashboard: :guilabel:`My +Tickets` (:menuselection:`Helpdesk app --> Tickets --> My Tickets`) or :guilabel:`All Tickets` +(:menuselection:`Helpdesk app --> Tickets --> All Tickets`). + +Tickets in an unfolded stage are visible in the pipeline under the stage name, and are considered +*open*. + +Stages can be configured to be folded in the Kanban view of a tickets page (:guilabel:`My Tickets` +or :guilabel:`All Tickets`). + +The name of the folded stages are still visible, though the tickets in the stage are no longer +immediately visible. + +To fold a stage, check the :guilabel:`Folded in Kanban` box on the :guilabel:`Stages` form. + +.. 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. This setting should **only** be + enabled for stages that are considered *closing* stages. + +Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well. + +View a specific team's pipeline by navigating to :menuselection:`Helpdesk app`, and clicking the +team's Kanban card. + +Select a stage to fold temporarily, then click the :guilabel:`⚙️ (gear)` icon, and select +:guilabel:`Fold`. + +.. image:: helpdesk/fold-stage-kanban.png + :align: center + :alt: Kanban view of a Helpdesk stage, with the temporary fold option emphasized. + +.. important:: + Manually folding a stage from the Kanban view is temporary and does **not** close the tickets in + the stage. + .. seealso:: - `Odoo Tutorials: Helpdesk `_ diff --git a/content/applications/services/helpdesk/advanced/track_and_bill.rst b/content/applications/services/helpdesk/advanced/track_and_bill.rst index 03f2fe401..9a12a15d5 100644 --- a/content/applications/services/helpdesk/advanced/track_and_bill.rst +++ b/content/applications/services/helpdesk/advanced/track_and_bill.rst @@ -26,7 +26,7 @@ Enable track and bill time on a helpdesk team To view and enable the *Track & Bill Time* features on a *Helpdesk* team, first navigate to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`. Then, select a team from the -list, or create a :doc:`new one <../overview/getting_started>`. This reveals a team's settings page. +list, or create a :doc:`new one <../../helpdesk>`. This reveals a team's settings page. On the team's settings page, scroll to the :guilabel:`Track & Bill Time` section. Check the boxes labeled :guilabel:`Timesheets` and :guilabel:`Time Billing`. diff --git a/content/applications/services/helpdesk/overview/getting_started/fold-stage-kanban.png b/content/applications/services/helpdesk/fold-stage-kanban.png similarity index 100% rename from content/applications/services/helpdesk/overview/getting_started/fold-stage-kanban.png rename to content/applications/services/helpdesk/fold-stage-kanban.png diff --git a/content/applications/services/helpdesk/overview/getting_started/helpdesk-teams-list.png b/content/applications/services/helpdesk/helpdesk-teams-list.png similarity index 100% rename from content/applications/services/helpdesk/overview/getting_started/helpdesk-teams-list.png rename to content/applications/services/helpdesk/helpdesk-teams-list.png diff --git a/content/applications/services/helpdesk/overview/getting_started/helpdesk-visibility-assignment.png b/content/applications/services/helpdesk/helpdesk-visibility-assignment.png similarity index 100% rename from content/applications/services/helpdesk/overview/getting_started/helpdesk-visibility-assignment.png rename to content/applications/services/helpdesk/helpdesk-visibility-assignment.png diff --git a/content/applications/services/helpdesk/overview/getting_started/new-stage-details.png b/content/applications/services/helpdesk/new-stage-details.png similarity index 100% rename from content/applications/services/helpdesk/overview/getting_started/new-stage-details.png rename to content/applications/services/helpdesk/new-stage-details.png diff --git a/content/applications/services/helpdesk/overview.rst b/content/applications/services/helpdesk/overview.rst index 022bd4eac..570e9e1c8 100644 --- a/content/applications/services/helpdesk/overview.rst +++ b/content/applications/services/helpdesk/overview.rst @@ -7,9 +7,8 @@ Overview .. toctree:: :titlesonly: - overview/getting_started - overview/sla overview/receiving_tickets - overview/reports overview/help_center + overview/sla + overview/reports overview/ratings diff --git a/content/applications/services/helpdesk/overview/getting_started.rst b/content/applications/services/helpdesk/overview/getting_started.rst deleted file mode 100644 index cc9f46a2b..000000000 --- a/content/applications/services/helpdesk/overview/getting_started.rst +++ /dev/null @@ -1,234 +0,0 @@ -============================= -Getting started with Helpdesk -============================= - -Odoo *Helpdesk* is a ticketing-based customer support application. Multiple teams can be configured -and managed in one dashboard, each with their own pipeline for tickets submitted by customers. -Pipelines are organized in customizable stages that enable teams to track, prioritize, and solve -customer issues quickly and efficiently. - -Create a Helpdesk team -====================== - -To view or modify *Helpdesk* teams, go to :menuselection:`Helpdesk app --> Configuration --> -Helpdesk Teams`. To create a new team, click the :guilabel:`New` button in the top-left of the -dashboard. - -.. image:: getting_started/helpdesk-teams-list.png - :align: center - :alt: View of the Helpdesk teams page in Odoo Helpdesk. - -On the blank Helpdesk team form, enter a :guilabel:`Name` for the new team. Then, enter a -description of the team in the field below the team name, if desired. To change the company this -team is assigned to, select it from the :guilabel:`Company` drop-down menu. - -.. important:: - The team description is published on the public facing :doc:`website form `, - where customers and portal users submit tickets. The description included in this field should - **not** include any information that is for internal use only. - - .. image:: getting_started/team-description-webform.png - :align: center - :alt: View of a Helpdesk team's website form displaying the team description. - -Visibility & Assignment ------------------------ - -The *Visibility* settings alter which internal users and portal users have access to this team and -its tickets. The *Assignment* settings alter how users are assigned to handle each ticket. - -Determine team visibility -~~~~~~~~~~~~~~~~~~~~~~~~~ - -Under the :guilabel:`Visibility` section, select one of the following options to determine who can -view this team and its tickets: - -- :guilabel:`Invited internal users (private)`: internal users can access the team and the tickets - they are following. This access can be modified on each ticket individually by adding or removing - the user as a follower. Internal users are considered *invited* once they are added as followers - to an individual ticket, or :ref:`to the team itself `. -- :guilabel:`All internal users (company)`: all internal users can access the team and all of its - tickets. -- :guilabel:`Invited portal users and all internal users (public)`: all internal users can access - the team and all of its tickets. Portal users can only access the tickets they are following. - -.. example:: - A `Customer Support` team, meant to handle general shipping and product issues, would have the - visibility set on :guilabel:`Invited portal users and all internal users`. - - At the same time, a `Financial Services` team handling tickets related to accounting or tax - information would only need to be visible to :guilabel:`Invited internal users`. - -.. warning:: - A team's visibility can be altered after the initial configuration. However, if the team changes - from public access to either private or company-only access, portal users are removed as - followers from both the team, and from individual tickets. - -.. _helpdesk/getting_started/follow: - -Follow all team's tickets -~~~~~~~~~~~~~~~~~~~~~~~~~ - -If a user should be notified about any updates regarding tickets for this team, select their name -from the :guilabel:`Followers` drop-down menu, located in the :guilabel:`Follow All Team's Tickets` -field. Multiple users can be selected to follow a single team. - -.. important:: - External contacts can be selected in the :guilabel:`Followers` field. If the team's visibility is - set to :guilabel:`Invited internal users (private)`, followers are notified about updates to the - team's tickets, but are **not** able to view them in the portal. - -Automatically assign new tickets -~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ - -When tickets are received, they need to be assigned to a member of the team. This is done either -manually on each ticket individually, or through :guilabel:`Automatic Assignment`. Check the -:guilabel:`Automatic Assignment` checkbox to enable this feature for the team. - -.. image:: getting_started/helpdesk-visibility-assignment.png - :align: center - :alt: View of a Helpdesk team settings page emphasizing the automatic assignment features in Odoo - Helpdesk. - -As soon as :guilabel:`Automatic Assignment` has been enabled, additional fields appear. - -Select one of the following assignment methods, based on how the workload should be allocated across -the team: - -- :guilabel:`Each user is assigned an equal number of tickets`: tickets are assigned 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`: tickets are assigned to team members - based on how many open tickets they are currently assigned. - -.. note:: - When :guilabel:`Each user is assigned an equal number of tickets` is selected, the overall number - of tickets assigned to team members is the same, but it does **not** consider the current - workload. - - When :guilabel:`Each user has an equal number of open tickets` is selected, it ensures a balanced - workload among team members, as it takes the current number of active tickets into account. - -Finally, add the :guilabel:`Team Members` who are to 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. - -.. important:: - If an employee has time off scheduled in the *Time Off* application, they are **not** assigned - tickets during that time. If no employees are available, the system looks ahead until there is a - match. - -.. seealso:: - - :ref:`Manage users ` - - :doc:`Access rights <../../../general/users/access_rights>` - -Create or modify stages -======================= - -*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. - -.. important:: - :ref:`Developer mode ` **must** be activated to access the stages menu. To - activate developer mode, go to :menuselection:`Settings app --> General Settings --> Developer - Tools`, and click :guilabel:`Activate the developer mode`. - -To view or modify *Helpdesk* stages, go to :menuselection:`Helpdesk app --> Configuration --> -Stages`. - -The default list view on the :guilabel:`Stages` page displays the stages currently available in -*Helpdesk*. They are listed in the order they appear in the pipeline. - -To change the order of the stages, click the :guilabel:`(six square)` icon, to the left of the stage -name, and drag it to the desired place on the list. - -.. image:: getting_started/stages-list-buttons.png - :align: center - :alt: View of the stage list page emphasizing the buttons used to change the order the stages - appear in the list. - -.. tip:: - Change the stage order on the Kanban view of a *Helpdesk* team's pipeline by dragging and - dropping individual columns. - -To create a new stage, click the :guilabel:`New` button at the top-left of the stage list. Doing so -reveals a blank stage form. - -Choose a :guilabel:`Name` for the new stage, and add a description, if desired. Then, proceed to -fill out the remaining fields following the steps below. - -.. image:: getting_started/new-stage-details.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 -customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an -:guilabel:`SMS Template` triggers an SMS text message to send to the customer. - -.. important:: - SMS Text Messaging is an :doc:`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 :guilabel:`→ (Internal Link)` icon to the right of the field to edit the chosen template. - -To create a new template, click the field, and enter a title for the new template. Then, select -:guilabel:`Create and edit` from the drop-down menu that appears, 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/companies/email_template` - -Assign stages to a team ------------------------ - -Make a selection in the :guilabel:`Helpdesk Teams` field on the :guilabel:`Stages` form. More than -one team may be selected, since the same stage can be assigned to multiple teams. - -Fold a stage ------------- - -By default, stages are unfolded in the Kanban view of either tickets dashboard: :guilabel:`My -Tickets` (:menuselection:`Helpdesk app --> Tickets --> My Tickets`) or :guilabel:`All Tickets` -(:menuselection:`Helpdesk app --> Tickets --> All Tickets`). - -Tickets in an unfolded stage are visible in the pipeline under the stage name, and are considered -*open*. - -Stages can be configured to be folded in the Kanban view of a tickets page (:guilabel:`My Tickets` -or :guilabel:`All Tickets`). - -The name of the folded stages are still visible, though the tickets in the stage are no longer -immediately visible. - -To fold a stage, check the :guilabel:`Folded in Kanban` box on the :guilabel:`Stages` form. - -.. 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. This setting should **only** be - enabled for stages that are considered *closing* stages. - -Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well. - -View a specific team's pipeline by navigating to :menuselection:`Helpdesk app`, and clicking the -team's Kanban card. - -Select a stage to fold temporarily, then click the :guilabel:`⚙️ (gear)` icon, and select -:guilabel:`Fold`. - -.. image:: getting_started/fold-stage-kanban.png - :align: center - :alt: Kanban view of a Helpdesk stage, with the temporary fold option emphasized. - -.. important:: - Manually folding a stage from the Kanban view is temporary and does **not** close the tickets in - the stage. diff --git a/content/applications/services/helpdesk/overview/help_center.rst b/content/applications/services/helpdesk/overview/help_center.rst index dc75839f0..0d5f30678 100644 --- a/content/applications/services/helpdesk/overview/help_center.rst +++ b/content/applications/services/helpdesk/overview/help_center.rst @@ -15,7 +15,7 @@ Configuration To activate any *Help Center* features (*Forums*, *eLearning*, or *Knowledge*) on a *Helpdesk* team, go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or -create a :doc:`new one `. Verify the :guilabel:`Visibility` of the team is set to +create a :doc:`new one <../../helpdesk>`. Verify the :guilabel:`Visibility` of the team is set to :guilabel:`Invited portal users and all internal users (public)` in the :guilabel:`Visibility & Assignment` section. @@ -32,7 +32,7 @@ enabled, the :guilabel:`Website Form` is automatically enabled, as well. active or accessible. .. seealso:: - :doc:`Getting Started ` + :doc:`Helpdesk Overview <../../helpdesk>` Knowledge ========= @@ -49,7 +49,7 @@ Enable Knowledge on a Helpdesk team ----------------------------------- To enable the *Knowledge* feature on a *Helpdesk* team, go to :menuselection:`Helpdesk app --> -Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one `. +Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one <../../helpdesk>`. When a team has been selected or created, Odoo displays that team's detail form. @@ -192,7 +192,7 @@ Enable forums on a Helpdesk team To enable :guilabel:`Community Forums` on a *Helpdesk* team, start by navigating to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or create a -:doc:`new one `. +:doc:`new one <../../helpdesk>`. Selecting or creating a team reveals that team's detail form. Scroll down to the :guilabel:`Help Center` section of features, and enable :guilabel:`Community Forum`, by checking the box beside it. @@ -244,7 +244,7 @@ Enable eLearning courses on a Helpdesk team ------------------------------------------- To enable *eLearning* courses on a *Helpdesk* team, go to :menuselection:`Helpdesk app --> -Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one `. +Configuration --> Helpdesk Teams` and select a team, or create a :doc:`new one <../../helpdesk>`. On the team's settings page, scroll to the :guilabel:`Help Center` section, and check the box next to :guilabel:`eLearning`. A new field appears below, labeled :guilabel:`Courses`. diff --git a/content/applications/services/helpdesk/overview/receiving_tickets.rst b/content/applications/services/helpdesk/overview/receiving_tickets.rst index 7049573d6..14abc5a4d 100644 --- a/content/applications/services/helpdesk/overview/receiving_tickets.rst +++ b/content/applications/services/helpdesk/overview/receiving_tickets.rst @@ -11,7 +11,7 @@ Enable channel options to submit tickets ======================================== Go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and choose an existing -team, or click :guilabel:`New` to :doc:`create a new team `. +team, or click :guilabel:`New` to :doc:`create a new team <../../helpdesk>`. 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. diff --git a/content/applications/services/helpdesk/overview/getting_started/sms-template.png b/content/applications/services/helpdesk/sms-template.png similarity index 100% rename from content/applications/services/helpdesk/overview/getting_started/sms-template.png rename to content/applications/services/helpdesk/sms-template.png diff --git a/content/applications/services/helpdesk/overview/getting_started/stages-list-buttons.png b/content/applications/services/helpdesk/stages-list-buttons.png similarity index 100% rename from content/applications/services/helpdesk/overview/getting_started/stages-list-buttons.png rename to content/applications/services/helpdesk/stages-list-buttons.png diff --git a/content/applications/services/helpdesk/overview/getting_started/team-description-webform.png b/content/applications/services/helpdesk/team-description-webform.png similarity index 100% rename from content/applications/services/helpdesk/overview/getting_started/team-description-webform.png rename to content/applications/services/helpdesk/team-description-webform.png diff --git a/content/applications/websites/livechat/responses.rst b/content/applications/websites/livechat/responses.rst index c45f727b3..c4a7d3ca2 100644 --- a/content/applications/websites/livechat/responses.rst +++ b/content/applications/websites/livechat/responses.rst @@ -153,7 +153,7 @@ end the conversation. .. seealso:: - :doc:`/applications/sales/crm/acquire_leads` - - :doc:`/applications/services/helpdesk/overview/getting_started` + - :doc:`../../services/helpdesk` .. _live-chat/canned-responses: diff --git a/redirects/17.0.txt b/redirects/17.0.txt index a59d2d5a8..72ffce165 100644 --- a/redirects/17.0.txt +++ b/redirects/17.0.txt @@ -67,3 +67,7 @@ applications/marketing/marketing_automation/getting_started/workflow_activities. applications/sales/crm/pipeline/multi_sales_team.rst applications/sales/crm/pipeline/manage_sales_teams.rst # multi_sales_team --> manage_sales_teams applications/sales/point_of_sale/pricing/digital_labels.rst applications/sales/point_of_sale/pricing/electronic_labels.rst # digital_labels --> electronic_labels + +# applications/services + +applications/services/helpdesk/overview/getting_started.rst applications/services/helpdesk.rst #helpdesk/overview/getting_started --> helpdesk