diff --git a/applications.rst b/applications.rst index ce8d512a4..89be2c0d2 100644 --- a/applications.rst +++ b/applications.rst @@ -16,7 +16,7 @@ Applications manufacturing point_of_sale project - helpdesk/helpdesk + helpdesk livechat/livechat expense/expense general diff --git a/helpdesk.rst b/helpdesk.rst new file mode 100644 index 000000000..50d3ae387 --- /dev/null +++ b/helpdesk.rst @@ -0,0 +1,11 @@ +:banner: banners/helpdesk.jpg + +======== +Helpdesk +======== + +.. toctree:: + :titlesonly: + + helpdesk/getting_started + helpdesk/invoice_time diff --git a/helpdesk/helpdesk.rst b/helpdesk/getting_started.rst similarity index 98% rename from helpdesk/helpdesk.rst rename to helpdesk/getting_started.rst index f0b215c06..4a2f4d5a5 100644 --- a/helpdesk/helpdesk.rst +++ b/helpdesk/getting_started.rst @@ -1,8 +1,6 @@ -:banner: banners/helpdesk.jpg - -======== -Helpdesk -======== +============================== +Get started with Odoo Helpdesk +============================== Overview ======== diff --git a/helpdesk/invoice_time.rst b/helpdesk/invoice_time.rst new file mode 100644 index 000000000..397c29cd3 --- /dev/null +++ b/helpdesk/invoice_time.rst @@ -0,0 +1,126 @@ +=================================== +Record and invoice time for tickets +=================================== + +You may have service contracts with your clients to provide them +assistance in case of a problem. For this purpose, Odoo will help you +record the time spent fixing the issue and most importantly, to invoice +it to your clients. + +The modules needed +================== + +In order to record and invoice time for tickets, the following modules +are needed : Helpdesk, Project, Timesheets, Sales. If you are missing +one of them, go to the Apps module, search for it and then click on +*Install*. + +Get started to offer the helpdesk service +========================================= + +Step 1 : start a helpdesk project +--------------------------------- + +To start a dedicated project for the helpdesk service, first go to +:menuselection:`Project --> Configuration --> Settings` and make sure +that the *Timesheets* feature is activated. + +.. image:: media/invoice_time01.png + :align: center + +Then, go to your dashboard, create the new project and allow timesheets +for it. + +Step 2 : gather a helpdesk team +------------------------------- + +To set a team in charge of the helpdesk, go to :menuselection:`Helpdesk +--> Configuration --> Helpdesk Teams` and create a new team or select +an existing one. On the form, tick the box in front of *Timesheet on +Ticket* to activate the feature. Make sure to select the helpdesk +project you have previously created as well. + +.. image:: media/invoice_time02.png + :align: center + +Step 3 : launch the helpdesk service +------------------------------------ + +Finally, to launch the new helpdesk service, first go to +:menuselection:`Sales --> Configuration --> Settings` and make sure +that the *Units of Measure* feature is activated. + +.. image:: media/invoice_time03.png + :align: center + +Then, go to :menuselection:`Products --> Products` and create a new +one. Make sure that the product is set as a service. + +.. image:: media/invoice_time04.png + :align: center + +.. note:: + Here, we suggest that you set the *Unit of Measure* as + *Hour(s)*, but any unit will do. + +Finally, select the invoicing management you would like to have under +the *Sales* tab of the product form. Here, we recommend the following +configuration : + +.. image:: media/invoice_time05.png + :align: center + +Now, you are ready to start receiving tickets ! + +Solve issues and record time spent +================================== + +Step 1 : place an order +----------------------- + +You are now in the Helpdesk module and you have just received a ticket +from a client. To place a new order, go to :menuselection:`Sales --> +Orders --> Orders` and create one for the help desk service product you +have previously recorded. Set the number of hours needed to assist the +client and confirm the sale. + +.. image:: media/invoice_time06.png + :align: center + +Step 2 : link the task to the ticket +------------------------------------ + +If you access the dedicated helpdesk project, you will notice that a new +task has automatically been generated with the order. To link this task +with the client ticket, go to the Helpdesk module, access the ticket in +question and select the task on its form. + +.. image:: media/invoice_time07.png + :align: center + +Step 3 : record the time spent to help the client +------------------------------------------------- + +The job is done and the client's issue is sorted out. To record the +hours performed for this task, go back to the ticket form and add them +under the *Timesheets* tab. + +.. image:: media/invoice_time08.png + :align: center + +.. tip:: + The hours recorded on the ticket will also automatically appear + in the Timesheet module and on the dedicated task. + +Step 4 : invoice the client +--------------------------- + +To invoice the client, go back to the Sales module and select the order +that had been placed. Notice that the hours recorded on the ticket form +now appear as the delivered quantity. + +.. image:: media/invoice_time09.png + :align: center + +All that is left to do, is to create the invoice from the order and then +validate it. 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