[IMP] helpdesk: updated ticketing channels setup

closes odoo/documentation#3505

Signed-off-by: Zachary Straub (zst) <zst@odoo.com>

content/applications/services/helpdesk/overview/receiving_tickets.rst

@@ -1,89 +1,293 @@
 =======================
-Start Receiving Tickets
+Start receiving tickets
 =======================
 
-Offering a variety of channels from where your customers can contact you grants them flexibility
-and the right to choose the best one for themselves. And, in order to make sure inquiries across
-all channels get addressed, it is essential to have a solution where all interactions come in one
-place.
+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.
 
-Channels options to submit tickets
-==================================
+Enable channel options to submit tickets
+========================================
 
-Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, and enable the following
-features as you want them to be available to your users.
+Go to :menuselection:`Helpdesk --> Configuration --> Teams` and choose an existing team, or click
+:guilabel:`New` to :doc:`create a new team <getting_started>`.
 
-.. image:: receiving_tickets/channels_options.png
-   :align: center
-   :alt: View of a helpdesk teams setting page emphasizing the channels options in Odoo Helpdesk
+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).
+
+- :guilabel:`Email Alias`
+- :guilabel:`Website Form`
+- :guilabel:`Live Chat`
 
 Email Alias
 -----------
 
-| Let your customers submit tickets by sending an email to your support email address. The subject
-  line of the email becomes the title of the ticket and the content is shown in the Chatter.
-| Select *Configure domain name* to be redirected to *Settings* and, from there, enable *External
-  Email Servers* to determine or change your *Alias Domain*.
+The *Email Alias* setting automatically creates tickets from messages sent to that team's
+specified email alias.
 
-.. image:: receiving_tickets/channels_emailalias.png
-   :align: center
-   :height: 250
-   :alt: View of the settings page of a helpdesk team emphasizing the email alias feature
-         in Odoo Helpdesk
+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.
+
+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.
 
 .. note::
-   Using your own email server is required to send and receive emails in Odoo Community and
-   Enterprise. Online users benefit from a ready-to-use email server.
+   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`.
+
+.. 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
+         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.
+
+.. 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.
 
 Website Form
 ------------
 
-| Allow your customers to submit a ticket by filling in a form through your website.
-| Once the feature is activated, get redirected to your website by clicking on *Go to Website*.
+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.
 
-.. image:: receiving_tickets/go_to_website.png
+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
+check the box.
+
+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
+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.
+
+   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.
+
+.. 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
+         Odoo Helpdesk.
 
-From the website page customize the form as you like. Then, publish it by clicking on *Unpublished*.
+Customize the website ticket form
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-.. image:: receiving_tickets/submit_a_ticket_form.png
+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.
+
+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:
+
+- :guilabel:`Type`: which matches an Odoo model value to the field (e.g. `Customer Name`).
+- :guilabel:`Input Type`: to determine what time 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
+  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`.
+
+.. image:: receiving_tickets/receiving-tickets-web-form.png
    :align: center
-   :alt: View of the website form to submit a ticket for Odoo Helpdesk
+   :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
 ---------
 
-| Through live interactions with your website visitors, helpdesk tickets can be instantly created
-  and redirected to the right person.
-| Click on your helpdesk team's name - for the example below: *Customer Care* -
-  and :doc:`set up your channel </applications/websites/livechat/overview/get_started>`.
+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 </applications/websites/livechat/overview/responses>` `/helpdesk`.
 
-.. image:: receiving_tickets/live_chat.png
+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 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 settings page of a helpdesk team emphasizing the live chat features and links
-         in Odoo Helpdesk
+   :alt: View of the kanban cards for the available Live Chat channels.
 
-Now, your operators can create tickets by using the
-:doc:`command </applications/websites/livechat/overview/responses>` */helpdesk (subject_of_ticket)*.
+Use the live chat widget
+************************
 
-Prioritize tickets
-==================
+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.
 
-Use the stars to prioritize your tickets. The most urgent ones appear at the top of your list on
-the Kanban view.
+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.
 
-- 1 star = *Low priority*
-- 2 stars = *High priority*
-- 3 stars = *Urgent*
+To add the widget to a website created on a third-party platform, click :guilabel:`COPY` and paste
+the code into the `<head>` tag on the site.
 
-.. image:: receiving_tickets/kanban_view_prioritize.png
+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
+</applications/websites/livechat/overview/responses>` `/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.
+
+Prioritizing tickets
+====================
+
+All tickets include a :guilabel:`Priority` field. The highest priority tickets will appear at the
+top of the kanban and list views.
+
+.. image:: receiving_tickets/receiving-tickets-priority.png
    :align: center
-   :height: 330
-   :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*
+
+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.
+
+.. warning::
+   As priority levels can be used as criteria for assigning :doc:`SLAs <sla>`, changing the priority
+   level of a ticket can alter the :abbr:`SLA (Service Level Agreement)` deadline.
 
 .. seealso::
-   - :doc:`sla`
-   - :doc:`../advanced/close_tickets`
+   - :doc:`/applications/services/helpdesk/advanced/close_tickets`
    - :doc:`/applications/general/email_communication/email_servers`
+   - :doc:`/applications/websites/livechat/overview/get_started`