diff --git a/content/applications/services/helpdesk/overview/help_center.rst b/content/applications/services/helpdesk/overview/help_center.rst index 0d5f30678..8dea2a6ce 100644 --- a/content/applications/services/helpdesk/overview/help_center.rst +++ b/content/applications/services/helpdesk/overview/help_center.rst @@ -2,25 +2,25 @@ Help Center =========== -Odoo *Helpdesk* integrates with the *Forum*, *eLearning*, and *Knowledge* apps to create the *Help -Center*. The *Help Center* is a centralized location where teams and customers can search for and -share detailed information about products and services. +.. |plus| replace:: :icon:`fa-plus` :guilabel:`(plus)` icon + +Odoo **Helpdesk** integrates with the **Forums**, **eLearning**, and **Knowledge** apps to create +the *Help Center*. The *Help Center* is a centralized location where teams and customers can search +for and share detailed information about products and services. .. image:: help_center/help-center-enable-features.png - :align: center :alt: Overview of the settings page of a team emphasizing the Help Center features. 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 <../../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. +To activate any of the *Help Center* features on a *Helpdesk* team, go to :menuselection:`Helpdesk +app --> Configuration --> Helpdesk Teams` and select a team, or 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. -Additionally, the :guilabel:`Website Form` option on the *Helpdesk* team page **must** be enabled to -activate any of the *Help Center* features. When one or more of the *Help Center* features is +Additionally, the :guilabel:`Website Form` option on the **Helpdesk** team form **must** be enabled +to activate any of the *Help Center* features. When one or more of the *Help Center* features is enabled, the :guilabel:`Website Form` is automatically enabled, as well. .. danger:: @@ -28,8 +28,8 @@ enabled, the :guilabel:`Website Form` is automatically enabled, as well. of them may result in the installation of additional modules or applications. Installing a new application on a *One-App-Free* database will trigger a 15-day trial. At the end - of the trial, if a paid subscription has **not** been added to the database, it will no longer be - active or accessible. + of the trial, if a `paid subscription `_ has **not** been added to + the database, it will no longer be active or accessible. .. seealso:: :doc:`Helpdesk Overview <../../helpdesk>` @@ -37,24 +37,29 @@ enabled, the :guilabel:`Website Form` is automatically enabled, as well. Knowledge ========= -Odoo's *Knowledge* application is a collaborative library, where users can store, edit, and share -information. The *Knowledge* app is accessible throughout the database by clicking on the -:guilabel:`Knowledge (bookmark)` icon. +Odoo's **Knowledge** application is a collaborative library, where users can store, edit, and share +information. The **Knowledge** app can be used to publish user guides and :abbr:`FAQs (Frequently +Asked Questions)` with customers externally, while also collaborating internally on shared +documents. -.. image:: help_center/help-center-knowledge-bookmark-icon.png - :align: center +The **Knowledge** app is accessible throughout the database by clicking on the :guilabel:`Knowledge +(bookmark)` icon. + +.. figure:: help_center/help-center-knowledge-bookmark-icon.png :alt: View of a message in Helpdesk focusing on the Knowledge bookmark icon. + The Knowledge app is represented by the bookmark icon. + Enable Knowledge on a Helpdesk team ----------------------------------- -To enable the *Knowledge* feature on a *Helpdesk* team, go to :menuselection:`Helpdesk app --> +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 <../../helpdesk>`. When a team has been selected or created, Odoo displays that team's detail form. On the team's detail form, scroll down to the :guilabel:`Help Center` section. Then, click the box -next to :guilabel:`Knowledge` to activate the *Knowledge* feature. When clicked, a new field +next to :guilabel:`Knowledge` to activate the **Knowledge** feature. When clicked, a new field labeled, :guilabel:`Article` appears. Clicking the :guilabel:`Article` field reveals a drop-down menu. At first, there is only one option @@ -64,15 +69,14 @@ in the drop-down menu titled :guilabel:`Help`, which Odoo provides by default. S .. tip:: To create a new article, go to the :menuselection:`Knowledge app`, then hover the cursor next to the :guilabel:`Workspace` section heading, located in the left sidebar. Moving the cursor there - reveals a hidden :guilabel:`➕ (plus sign)` icon. + reveals a hidden |plus|. - Click the :guilabel:`➕ (plus sign)` icon to create a new article in the :guilabel:`Workspace`. - In the upper-right corner of the page, click the :guilabel:`Share` button, and slide the - :guilabel:`Share to Web` toggle switch until it reads :guilabel:`Article Published`. It can then - be added to a *Helpdesk* team. + Click the |plus| to create a new article in the :guilabel:`Workspace`. Click the + :icon:`fa-share-alt` :guilabel:`Share` icon, and slide the :guilabel:`Share to Web` toggle switch + until it reads :guilabel:`Article Published`. It can then be added to a **Helpdesk** team. -Once an article has been created and assigned to a *Helpdesk* team, content can be added and -organized through the *Knowledge* app. +Once an article has been created and assigned to a **Helpdesk** team, content can be added and +organized through the **Knowledge** app. .. seealso:: :doc:`Editing Knowledge articles <../../../productivity/knowledge/articles_editing>` @@ -80,10 +84,10 @@ organized through the *Knowledge* app. Search articles from a Helpdesk ticket -------------------------------------- -When members of a *Helpdesk* team are trying to solve a ticket, they can search through the content -in the *Knowledge* app for more information on the issue. +When members of a **Helpdesk** team are trying to solve a ticket, they can search through the +content in the **Knowledge** app for more information on the issue. -To search *Knowledge* articles, open a ticket — either from the *Helpdesk* app dashboard, or by +To search **Knowledge** articles, open a ticket — either from the **Helpdesk** app dashboard, or by going to :menuselection:`Helpdesk app --> Tickets --> All Tickets`, then select a ticket from the list. @@ -93,12 +97,11 @@ Click the :guilabel:`Knowledge (bookmark)` icon, located at the top-right of the pop-up search window. .. image:: help_center/help-center-knowledge-search.png - :align: center :alt: View of knowledge search window from a helpdesk ticket. .. tip:: - *Knowledge* articles can also be searched by pressing :command:`Ctrl + K` to open the command - palette, then typing `?`, followed by the name of the desired article. + **Knowledge** articles can also be searched by pressing :command:`Ctrl + K` to open the command + palette, then typing :kbd:`?`, followed by the name of the desired article. When Odoo reveals the desired article, click it, or highlight the :guilabel:`Article` title, and press :command:`Enter`. This will open the article in the :guilabel:`Knowledge` application. @@ -112,7 +115,8 @@ To open the article in a new tab, press :command:`Ctrl + Enter`. Share an article to the Help Center ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ -To make a *Knowledge* article available to customers and website visitors, it **must** be published. +To make a **Knowledge** article available to customers and website visitors, it **must** be +published. .. important:: Even though the *Help* article has been enabled on a team, Odoo does **not** share all the nested @@ -120,17 +124,16 @@ To make a *Knowledge* article available to customers and website visitors, it ** be viewable on the website. To publish an article, navigate to the desired article, by following the above steps, and click the -:guilabel:`Share` icon in the upper-right corner. This reveals a menu. Slide the toggle button -labeled :guilabel:`Share to Web` to read :guilabel:`Article Published`. +:icon:`fa-share-alt` :guilabel:`Share` icon. This reveals a menu. Slide the toggle button labeled +:guilabel:`Share to Web` to read :guilabel:`Article Published`. .. image:: help_center/help-center-knowledge-sharing.png - :align: center :alt: View of a knowledge article focused on sharing and publishing options. Solve tickets with a clipboard box ---------------------------------- -*Clipboard* boxes can be added to *Knowledge* articles to allow content to be reused, copied, sent +*Clipboard* boxes can be added to **Knowledge** articles to allow content to be reused, copied, sent as messages, or added to the description on a ticket. This allows teams to maintain consistency when answering customer tickets, and minimize the amount of time spent on responding to repeat questions. @@ -138,33 +141,32 @@ Add clipboard boxes to articles ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ To create a clipboard box, go to :menuselection:`Knowledge app --> Help`. Click on an existing -nested article or create a new one by clicking the :guilabel:`➕ (plus sign)` icon next to *Help*. +nested article or create a new one by clicking the |plus| next to *Help*. -Type `/` to open the *powerbox*, and view a drop-down list of :doc:`commands -<../../../productivity/knowledge/articles_editing>`. Select or type `clipboard`. A gray block is -then added to the page. Add any necessary content to this block. +Type :kbd:`/` to open the *powerbox*, and view a drop-down list of :doc:`commands +<../../../productivity/knowledge/articles_editing>`. Select or type :kbd:`clipboard`. A gray block +is then added to the page. Add any necessary content to this block. .. image:: help_center/help-center-knowledge-clipboard-options.png - :align: center :alt: View of a clipboard in knowledge with focus on send and copy options. .. note:: Clipboard boxes only display the :guilabel:`Use as description` or :guilabel:`Send as Message` - options if they are accessed directly from the *Helpdesk*. + options if they are accessed directly from the **Helpdesk**. Use clipboard boxes in tickets ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ -Clipboard boxes can be used to respond directly to a *Helpdesk* ticket as a message, or to add +Clipboard boxes can be used to respond directly to a **Helpdesk** ticket as a message, or to add information to the ticket's description. -To use clipboard boxes in a *Helpdesk* ticket, first, open a ticket, either from the +To use clipboard boxes in a **Helpdesk** ticket, first, open a ticket, either from the :guilabel:`Helpdesk` dashboard or by going to :menuselection:`Helpdesk app --> Tickets --> All Tickets` and selecting a ticket from the list. Click on the :guilabel:`Knowledge (bookmark)` icon in the top-right corner. This opens a search window. In this search window, select, or search, for the desired article. Doing so reveals that -article page in the Odoo *Knowledge* application. +article page in the Odoo **Knowledge** application. To use a clipboard box to respond to a ticket, click :guilabel:`Send as message` in the upper-right corner of the clipboard box, located in the body of the article. @@ -184,13 +186,13 @@ Community Forum =============== A *Community Forum* provides a space for customers to answer each other's questions and share -information. By integrating a forum with a *Helpdesk* team, tickets submitted by customers can be +information. By integrating a forum with a **Helpdesk** team, tickets submitted by customers can be converted to posts and shared. Enable forums on a Helpdesk team -------------------------------- -To enable :guilabel:`Community Forums` on a *Helpdesk* team, start by navigating to +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 <../../helpdesk>`. @@ -213,7 +215,7 @@ To create a new forum, type a name into the blank :guilabel:`Forums` field, then Create a forum post from a Helpdesk ticket ------------------------------------------ -When a *Helpdesk* team has a *Forum* enabled, tickets submitted to that team can be converted to +When a **Helpdesk** team has a *Forum* enabled, tickets submitted to that team can be converted to forum posts. To do that, select a ticket, either from a team's pipeline or from :menuselection:`Tickets --> All @@ -222,7 +224,6 @@ Tickets` in the :guilabel:`Helpdesk` application. At the top of the ticket detail form, click the :guilabel:`Share on Forum` button. .. image:: help_center/help-center-share-on-forum.png - :align: center :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk. When clicked, a pop-up window appears. Here, the :guilabel:`Forum` post and :guilabel:`Title` can be @@ -232,10 +233,29 @@ edited to correct any typos, or modified to remove any proprietary or client inf users to locate during a search. When all adjustments have been made, click :guilabel:`Create and View Post`. +Create a Helpdesk ticket from a forum post +------------------------------------------ + +Forum posts submitted by portal users can be converted to **Helpdesk** tickets. + +To create a ticket, navigate to a forum post, and click the :icon:`fa-ellipsis-h` +:guilabel:`(ellipsis)` icon. Then, click :guilabel:`Create Ticket`. + +.. image:: help_center/help-center-create-ticket.png + :alt: A forum post with the create ticket option visible. + +This opens a :guilabel:`Create Ticket` pop-up. Make any necessary edits to the :guilabel:`Create +Ticket` field. Then, confirm the :guilabel:`Helpdesk Team` the ticket should be assigned to. + +Click :guilabel:`Create & View Ticket` or :guilabel:`Create Ticket`. + +.. note:: + The original forum post is linked in the chatter on the new ticket. + eLearning ========= -Odoo *eLearning* courses offer customers additional training and content in the form of videos, +Odoo **eLearning** courses offer customers additional training and content in the form of videos, presentations, and certifications/quizzes. Providing additional training enables customers to work through issues and find solutions on their own. They can also develop a deeper understanding of the services and products they are using. @@ -243,7 +263,7 @@ services and products they are using. Enable eLearning courses on a Helpdesk team ------------------------------------------- -To enable *eLearning* courses on a *Helpdesk* team, go to :menuselection:`Helpdesk app --> +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 <../../helpdesk>`. On the team's settings page, scroll to the :guilabel:`Help Center` section, and check the box next @@ -257,10 +277,10 @@ courses can be assigned to a single team. Create an eLearning course -------------------------- -A new *eLearning* course can be created from the :guilabel:`Helpdesk` team's settings page, as in -the step above, or from the *eLearning* app. +A new **eLearning** course can be created from the :guilabel:`Helpdesk` team's settings page, as in +the step above, or from the **eLearning** app. -To create a course directly through the *eLearning* application, navigate to +To create a course directly through the **eLearning** application, navigate to :menuselection:`eLearning --> New`. This reveals a blank course template that can be customized and modified as needed. @@ -284,7 +304,6 @@ where instructed. Click :guilabel:`Save` when finished. Click :guilabel:`Add Sec the course in sections. .. image:: help_center/help-center-elearning-course-contents-page.png - :align: center :alt: View of a course being published for Odoo Helpdesk. .. note:: @@ -309,7 +328,7 @@ To allow customers to enroll in a course, both the course and the contents **mus To make the entire course available at once, each piece of course content must be published first, then the course can be published. -To publish a course, choose a course from the *eLearning* dashboard. On the course template page, +To publish a course, choose a course from the **eLearning** dashboard. On the course template page, click the :guilabel:`Go to Website` smart button. This will reveal the front end of the course's web page. At the top of the course web page, move @@ -318,15 +337,14 @@ the :guilabel:`Unpublished` toggle switch to :guilabel:`Published`. Publish eLearning course contents from the back-end ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ -To publish *eLearning* course content from the back-end, choose a course from the *eLearning* +To publish **eLearning** course content from the back-end, choose a course from the **eLearning** dashboard. On the course template page, click the :guilabel:`Published Contents` smart button. Doing so reveals a separate page displaying all the published content related to that course. Remove the default :guilabel:`Published` filter from the search bar in the upper-right corner, to reveal all the content related to the course - even the non-published content. -Click the :guilabel:`≣ (bars)` icon in the upper-right corner, directly beneath the search bar to -switch to list view. +Click the :icon:`oi-view-list` :guilabel:`(list)` icon to switch to list view. While in list view, there is a checkbox on the far-left of the screen, above the listed courses, to the left of the :guilabel:`Title` column title. When that checkbox is clicked, all the course @@ -337,5 +355,4 @@ This reveals a pop-up window, asking for confirmation that all selected records published. Click :guilabel:`Confirm` to automatically publish all course content. .. image:: help_center/help-center-elearning-publish-back-end.png - :align: center :alt: View of a course contents being published in Odoo Helpdesk back-end. diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-create-ticket.png b/content/applications/services/helpdesk/overview/help_center/help-center-create-ticket.png new file mode 100644 index 000000000..822217245 Binary files /dev/null and b/content/applications/services/helpdesk/overview/help_center/help-center-create-ticket.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-elearning-course-contents-page.png b/content/applications/services/helpdesk/overview/help_center/help-center-elearning-course-contents-page.png index 51e43437d..1db286e91 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-elearning-course-contents-page.png and b/content/applications/services/helpdesk/overview/help_center/help-center-elearning-course-contents-page.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-elearning-publish-back-end.png b/content/applications/services/helpdesk/overview/help_center/help-center-elearning-publish-back-end.png index d31bf6d8e..8ad20b7d5 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-elearning-publish-back-end.png and b/content/applications/services/helpdesk/overview/help_center/help-center-elearning-publish-back-end.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-enable-features.png b/content/applications/services/helpdesk/overview/help_center/help-center-enable-features.png index 238ec27d7..44795b025 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-enable-features.png and b/content/applications/services/helpdesk/overview/help_center/help-center-enable-features.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-bookmark-icon.png b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-bookmark-icon.png index 8effe05d1..af64ce8a4 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-bookmark-icon.png and b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-bookmark-icon.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-clipboard-options.png b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-clipboard-options.png index 6bc041be3..bf6e21260 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-clipboard-options.png and b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-clipboard-options.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-sharing.png b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-sharing.png index c1b401c55..9236cfe27 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-sharing.png and b/content/applications/services/helpdesk/overview/help_center/help-center-knowledge-sharing.png differ diff --git a/content/applications/services/helpdesk/overview/help_center/help-center-share-on-forum.png b/content/applications/services/helpdesk/overview/help_center/help-center-share-on-forum.png index c3e2cd966..8fa02a538 100644 Binary files a/content/applications/services/helpdesk/overview/help_center/help-center-share-on-forum.png and b/content/applications/services/helpdesk/overview/help_center/help-center-share-on-forum.png differ