[IMP] helpdesk: update receiving tickets

closes odoo/documentation#7738

X-original-commit: 212da24684
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: Timothy Kukulka <91896312+tiku-odoo@users.noreply.github.com>
Co-authored-by: Timothy Kukulka <91896312+tiku-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>

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

@@ -1,287 +1,346 @@
-=======================
+=================
-Start receiving tickets
+Receiving tickets
-=======================
+=================
 
 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
+provides customers with multiple opportunities to receive support quickly while also allowing the
-support team the ability to manage multi-channel support tickets from one central location.
+support team to manage multi-channel support tickets from one central location.
 
 Enable channel options to submit tickets
 ========================================
 
-Go to :menuselection:`Helpdesk --> Configuration --> Teams` and choose an existing team, or click
+Go to :menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`, and choose an existing
-:guilabel:`New` to :doc:`create a new team <getting_started>`.
+team, or click :guilabel:`New` to :doc:`create a new team <getting_started>`.
 
-On the team's settings page, scroll down to :guilabel:`Channels`. Select one or more channel(s) to
+On the team's settings page, scroll down to the :guilabel:`Channels` and :guilabel:`Help Center`
-enable by checking the respective box(es).
+sections. Enable one or more channels by checking the respective boxes.
 
-- :guilabel:`Email Alias`
+- :ref:`Email Alias <helpdesk/receiving_tickets/email-alias>`
-- :guilabel:`Website Form`
+- :ref:`Live Chat <helpdesk/receiving_tickets/live-chat>`
-- :guilabel:`Live Chat`
+- :ref:`Website Form <helpdesk/receiving_tickets/website-form>`
+
+.. _helpdesk/receiving_tickets/email-alias:
 
 Email Alias
 -----------
 
-The *Email Alias* setting automatically creates tickets from messages sent to that team's
+The *Email Alias* setting creates tickets from messages sent to that team's specified email alias.
-specified email alias.
 
-To alter a *Helpdesk* team's email alias, navigate to the :guilabel:`Teams` settings page. Find
+.. important::
-:guilabel:`Email Alias`, under the :guilabel:`Channels` heading, and then type in the desired team
+   The following steps are for **Odoo Online** and **Odoo.sh** databases. For **On-premise**
-alias in the field.
+   databases, external servers are required for email aliases.
 
-When a new *Helpdesk* team is created, an :guilabel:`Email Alias` is created, as well. This alias
+When a new *Helpdesk* team is created, an email alias is created for it. This alias can be changed
-can be changed in the :guilabel:`Alias` field.
+on the team's settings page.
 
-.. note::
+To change a *Helpdesk* team's email alias, navigate to :menuselection:`Helpdesk app -->
-   If the database does not have a custom domain already configured, click :guilabel:`Configure a
+Configuration --> Helpdesk Teams`, and click on a team name to open its settings page.
-   custom domain` to be redirected to the :guilabel:`Settings` page. From there, enable
+
-   :guilabel:`Custom Email Servers`.
+Then, scroll to :menuselection:`Channels --> Email Alias`. In the :guilabel:`Alias` field, type the
+desired name for the team's email alias.
 
 .. 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
+   :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*
+.. note::
-ticket. The body of the email is also added to the ticket under the :guilabel:`Description` tab and
+   Custom email domains are **not** required in order to use an email alias, however, they can be
-in the ticket's :guilabel:`Chatter` section.
+   configured through the *Settings* app.
 
-.. important::
+   If the database does not have a custom domain already configured, click :guilabel:`Set an Alias
-   The configuration steps outlined above are for **Odoo Online** and **Odoo.sh** databases. For
+   Domain` to be redirected to the :guilabel:`Settings` page. From there, enable :guilabel:`Custom
-   **On-premise** databases, additional configuration for custom email servers and email aliases
+   Email Servers`.
-   may be required.
+
+When an email is received, the subject line 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
+chatter.
+
+.. _helpdesk/receiving_tickets/live-chat:
+
+Live Chat
+---------
+
+The *Live Chat* feature lets website visitors connect directly with a support agent or chatbot.
+*Helpdesk* tickets can be instantly created during these conversations using the :doc:`response
+command </applications/websites/livechat/responses>` `/ticket`.
+
+To enable *Live Chat*, navigate to the :menuselection:`Helpdesk app --> Configuration --> Helpdesk
+Teams` list view, select a team, and on the team's settings page, click the checkbox next to
+:guilabel:`Live Chat`, under the :guilabel:`Channels` section.
+
+.. note::
+   If this is the first time :doc:`Live Chat </applications/websites/livechat>` has been enabled on
+   the database, the page may need to be saved manually and refreshed before any further steps can
+   be taken.
+
+After the :guilabel:`Live Chat` setting is enabled on a *Helpdesk* team, a new *Live Chat* channel
+is created. Click on :guilabel:`Configure Live Chat Channel` to update the channel's settings.
+
+Live Chat channel configuration
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+On the channel's settings page, :guilabel:`Channel Name` can be edited, though, Odoo names the
+channel to match the *Helpdesk* team name, by default.
+
+.. example::
+   If a *Helpdesk* team is named `Customer Care`, a *Live Chat* channel is created called `Customer
+   Care`.
+
+   .. image:: receiving_tickets/receiving-tickets-live-chat-new-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.
+
+Operators tab
+*************
+
+*Operators* are the users who act as agents and respond to live chat requests from customers. The
+user who created the live chat channel is added by default.
+
+To add additional users, click on the :guilabel:`Operators` tab, then click :guilabel:`Add`.
+
+
+Click the checkbox next to the users to be added on the :guilabel:`Add: Operators` pop-up window
+that appears, then click :guilabel:`Select`.
+
+Click :guilabel:`New` to create new operators, if needed.
+
+When the desired addition is complete, click :guilabel:`Save & Close`, or :guilabel:`Save & New` to
+add multiple new operators.
+
+.. danger::
+   Creating a new user can impact the status of an Odoo subscription, as the total number of users
+   in a database counts towards the billing rate. Proceed with caution before creating a new user.
+   If a user already exists, adding them as an operator will **not** alter the subscription or
+   billing rate for a database.
+
+Additionally, current operators can be edited or removed by clicking on their respective boxes in
+the :guilabel:`Operators` tab, and then adjusting their form values on the pop-up form that appears,
+or by using one of the 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 Channel` button on a
+   *Live Chat* channel.
+
+   .. image:: receiving_tickets/receiving-tickets-join-live-chat.png
+      :align: center
+      :alt: View of a live chat channel Kanban card with the join button emphasized.
+
+Options tab
+***********
+
+The :guilabel:`Options` tab contains the visual and text settings for the live chat window.
+
+.. image:: receiving_tickets/receiving-tickets-options-tab.png
+   :align: center
+   :alt: View of the options tab of a Live Chat channel's settings.
+
+- :guilabel:`Notification Text`: this field updates the greeting displayed in the text bubble when
+  the live chat button appears on the website.
+
+- :guilabel:`Livechat Button Color`: this field alters the color of the live chat button as it
+  appears on the website. To change the color, click on a color bubble to open the color selection
+  window, then click and drag the circle along the color gradient. Click out of the selection window
+  once complete. Click the refresh icon to the right of the color bubbles to reset the colors to the
+  default selection.
+
+- :guilabel:`Show`: the chat button displays on the selected page.
+- :guilabel:`Show with notification`: the chat button is displayed, with the addition of the
+  :guilabel:`Notification text` from the :guilabel:`Options` tab.
+- :guilabel:`Open automatically`: the chat button is displayed, and automatically opens the chat
+  window after a designated amount of time. The amount of time is designated in the :guilabel:`Open
+  automatically timer` field, which appears only when this display option is selected.
+- :guilabel:`Hide`: the chat button is hidden from display on the webpage.
+
+.. tip::
+   Color selection, for the button or header, can be made manually, or through RGB, HSL, or HEX code
+   selection. Different options are available, depending on the operating system or browser.
+
+Channel Rules tab
+*****************
+
+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).
+
+.. tip::
+   A regex, or regular expression, is sometimes referred to as a rational expression. It is a
+   sequence of characters that specifies a match pattern in text. A match is made within the given
+   range of numbers or for the set of characters.
+
+Edit existing rules by selecting them from the :guilabel:`Channel Rules` tab, or create a new rule
+by clicking :guilabel:`Add a line`.
+
+Then, proceed to configure the details for how the rule should apply on the pop-up form that
+appears.
+
+Choose how the *Live Chat Button* displays on the webpage.
+
+- :guilabel:`Show`: the chat button displays on the selected page.
+
+- :guilabel:`Show with notification`: the chat button is displayed, with the addition of the
+  :guilabel:`Notification text` from the :guilabel:`Options` tab.
+
+- :guilabel:`Open automatically`: the chat button is displayed, and automatically opens the chat
+  window after a designated amount of time. The amount of time is designated in the :guilabel:`Open
+  automatically timer` field, which appears only when this display option is selected.
+
+- :guilabel:`Hide`: the chat button is hidden from display on the webpage.
+
+To include a :guilabel:`Chatbot` on this channel, select it from the drop-down menu. If the chatbot
+should only be active when no operators are available, check the box labeled :guilabel:`Enabled only
+if no operator`.
+
+.. note::
+   If a :doc:`chatbot </applications/websites/livechat/chatbots>` is added to a live chat channel, a
+   new :guilabel:`Chatbots` smart button appears on the channel settings form. Click here to create
+   and update the chatbot *script*.
+
+   Each line in the script contains a :guilabel:`Message`, :guilabel:`Step Type`,
+   :guilabel:`Answers`, and conditional *Only If* logic that applies when certain pre-filled answers
+   are chosen.
+
+   To create more steps in the script, click :guilabel:`Add a line`, and fill out the script steps
+   form, according to the desired logic.
+
+Add the URLs for the pages where the channel should appear in the :guilabel:`URL Regex` field. Only
+the path from the root domain is needed, not the full URL.
+
+If this channel should only be available to users in specific countries, add those countries to the
+:guilabel:`Country` field. If this field is left blank, the channel is available to all site
+visitors.
+
+.. image:: receiving_tickets/receiving-tickets-channel-rules.png
+   :align: center
+   :alt: View of the Kanban cards for the available Live Chat channels.
+
+Widget tab
+**********
+
+The :guilabel:`Widget` tab on the live chat channel form offers a website widget that can be added
+to third-party websites. Additionally, a URL is available, that can provide instant access to a live
+chat window.
+
+The live chat :guilabel:`Widget` can be applied to websites created through Odoo by navigating to
+the :menuselection:`Website app --> Configuration --> Settings --> Email & Marketing`. Then, scroll
+to the :guilabel:`Live Chat` field, and select the channel to add to the site. Click
+:guilabel:`Save` to apply.
+
+To add the widget to a website created on a third-party website, click the :guilabel:`Copy` button
+next to the first listed code, and paste the code into the `<head>` tag on the site.
+
+To send a live chat session to a customer or supplier, click the :guilabel:`Copy` button next to the
+second listed code, and send the URL via email.
+
+Create a support ticket from a live chat session
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+Operators who have joined a live chat channel are able to communicate with site visitors in
+real-time.
+
+During the conversation, an operator can use the shortcut :doc:`command
+</applications/websites/livechat/responses>` `/ticket` to create a ticket without leaving the chat
+window. The transcript from the conversation is added to the new ticket, under the
+:guilabel:`Description` tab.
+
+.. tip::
+   *Helpdesk* tickets can also be created through the :doc:`WhatsApp
+   </applications/productivity/whatsapp>` app using the same `/ticket` command.
+
+.. _helpdesk/receiving_tickets/website-form:
 
 Website Form
 ------------
 
-Enabling the *Website Form* setting adds a new page to the website with a customizable
+Enabling the *Website Form* setting adds a new page to the website with a customizable form. A new
-form. A new ticket is created once the required form fields are filled out and submitted.
+ticket is created once the required form fields are filled out and submitted.
 
-To activate the website form, navigate to a team's settings page under :menuselection:`Configuration
+To activate the website form, navigate to a team's settings page under :menuselection:`Helpdesk app
---> Teams`. Find the :guilabel:`Website Form` feature under the :guilabel:`Channels` section, and
+--> Configuration --> Helpdesk Teams`, and selecting the desired team from the list.
+
+Then, locate the :guilabel:`Website Form` feature, under the :guilabel:`Help Center` section, and
 check the box.
 
+If more than one website is active on the database, confirm the correct website is listed in the
+:guilabel:`Website` field. If not, select the correct one from the drop-down list.
+
 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
+: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
+   After enabling the :guilabel:`Website Form` setting, the team's settings page may need to be
-   *Go to Website* smart button appears.
+   refreshed before the :guilabel:`Go to Website` smart button appears.
 
-   As well, if a *Help Center* is published, the smart button will navigate there first. Simply click
+   Additionally, if a *Help Center* is published, the smart button navigates there first. Simply
-   the :guilabel:`Contact Us` button at the bottom of the forum to navigate to the ticket submission
+   click the :guilabel:`Contact Us` button, at the bottom of the forum, to navigate to the ticket
-   form.
+   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.
 
-Customize the website ticket form
+Website ticket form customization
 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-To customize the default ticket submission form, click the :guilabel:`Edit` button in the upper
+To customize the default ticket submission form, while on the website, click the :guilabel:`Edit`
-right corner of the page. Then click on one of the fields in the form.
+button in the upper-right corner of the page. This opens the editing sidebar on the right side.
+Then, click on one of the fields in the form, on the body of the website, to edit it.
 
-Add, remove, or update fields as necessary to alter the information submitted by customers. Fields
+To add a new field, go to the :guilabel:`Field` section of the sidebar, and click :guilabel:`+
-can be made marked as :guilabel:`Required`, by toggling the switch from gray to blue in the website
+Field`.
-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`).
+Click the :guilabel:`🗑️ (trash can)` icon to delete the field, if necessary.
-- :guilabel:`Input Type`: to determine what type of input the field should be, like `Text`, `Email`,
+
-  `Telephone` or `URL`.
+Edit the other options for the new field in the sidebar, as desired:
-- :guilabel:`Label`: to give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also
+
+- :guilabel:`Type`: matches an Odoo model value to the field (e.g. `Customer Name`).
+- :guilabel:`Input Type`: determine what type of input the field should be, like `Text`, `Email`,
+  `Telephone`, or `URL`.
+- :guilabel:`Label`: 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
+- :guilabel:`Description`: determine whether or not to add an editable line under the input box to
-  additional contextual information related to the field.
+  provide additional contextual information related to the field.
-- :guilabel:`Placeholder`: to add a sample input value.
+- :guilabel:`Placeholder`: add a sample input value.
-- :guilabel:`Default value`: to add common use case values that most customers would find valuable
+- :guilabel:`Default Value`: 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.
+  For example, this can include prompts of information customers should include to make it easier to
-- :guilabel:`Visibility`: to allow for absolute or conditional visibility of the field. Nested
+  solve their issue, such as an account number, or product number.
-  options, such as device visibility, appear when certain options are selected.
+- :guilabel:`Required`: determine whether or not to mark a field as required, in order for the form
-
+  to be submitted. Toggle the switch from gray to blue.
-.. tip::
+- :guilabel:`Visibility`: allow for absolute or conditional visibility of the field. Nested options,
-   Text blocks can be added in the farthest 1/3 column of the ticket form page, next to the ticket
+  such as, device visibility, appear when certain options are selected.
-   form. This is an ideal place to include team information such as additional contact details,
+- :guilabel:`Animation`: choose whether or not the field should include animation.
-   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 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
+Once the form has been optimized, and is ready for public use, click :guilabel:`Save` to apply the
-publish the form by clicking on the :guilabel:`Unpublished` button.
+changes. Then, publish the form by toggling the :guilabel:`Unpublished` switch to
-
+:guilabel:`Published` at the top of the page, if necessary.
-Live Chat
----------
-
-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/responses>` `/helpdesk`.
-
-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 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 kanban cards for the available Live Chat channels.
-
-Use the live chat widget
-************************
-
-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.
-
-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.
-
-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.
-
-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/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
+All tickets include a :guilabel:`Priority` field. The highest priority tickets appear at the top of
-top of the kanban and list views.
+the Kanban and list views.
 
 .. image:: receiving_tickets/receiving-tickets-priority.png
    :align: center
-   :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*
+- 0 stars = *Low Priority*
-   - 1 star = *Medium Priority*
+- 1 star = *Medium Priority*
-   - 2 stars = *High Priority*
+- 2 stars = *High Priority*
-   - 3 stars = *Urgent*
+- 3 stars = *Urgent*
 
-Tickets will be set to low priority (0 stars) by default. To change the priority level, select the
+Tickets are 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.
+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