diff --git a/content/applications/services/helpdesk/overview/receiving_tickets.rst b/content/applications/services/helpdesk/overview/receiving_tickets.rst index 2a3a28fc3..741ad1ece 100644 --- a/content/applications/services/helpdesk/overview/receiving_tickets.rst +++ b/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 `. -.. 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 `. +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 ` `/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 ` */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 `` 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 +` `/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. 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