[IMP] helpdesk: close_ticket.rst cleanup

closes odoo/documentation#3386

X-original-commit: 8396c2a4ad
Signed-off-by: Antoine Vandevenne (anv) <anv@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>

content/applications/services/helpdesk/advanced/close_tickets.rst

@@ -1,54 +1,48 @@
 ======================================
-Allow Customers to Close their Tickets
+Allow customers to close their tickets
 ======================================
 
-Allowing customers to close their tickets gives them autonomy and minimize misunderstandings about
-when an issue is considered solved, or not. It makes communication and actions more efficient.
+Allowing customers to close their own tickets gives them autonomy and minimizes misunderstandings
+around when an issue is considered solved or not. This results in operational capacity for support
+teams, and higher satisfaction for the customer.
 
-Configure the feature
+Enable ticket closing
 =====================
 
-To configure the feature go to :menuselection:`Helpdesk --> Settings --> Helpdesk Teams --> Edit`
-and enable *Ticket closing*.
+Start by navigating to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and choose
+the appropriate team. Then click :guilabel:`Edit` and enable :guilabel:`Ticket closing` by
+checking the field box.
 
-.. image:: close_tickets/closetickets1.png
-   :align: center
-   :alt: Ticket closing in Odoo Helpdesk
+.. image:: close_tickets/close-ticket-settings.png
+   :alt: Ticket closing feature in Odoo Helpdesk.
 
-In order to designate to which stage the ticket migrates to once it is closed, go to
-:menuselection:`Helpdesk --> Overview --> Tickets`.
+To designate which stage the ticket migrates to once it is closed, navigate to the ticket pipeline
+by going to :menuselection:`Helpdesk --> Overview` and clicking :guilabel:`Tickets` on the team's
+card.
 
-.. image:: close_tickets/closetickets2.png
-   :align: center
-   :alt: Ticket closing in Odoo Helpdesk
+There are two options: create a new Kanban stage or work with an existing one. For both scenarios,
+click the :guilabel:`Settings (gear)` icon next to the stage name, select :guilabel:`Edit Stage`,
+and enable :guilabel:`Closing Stage`. After checking the field box, click :guilabel:`Save` to
+finish.
 
-You can either create a new Kanban stage or work with an existing one. For both scenarios, go to
-:menuselection:`Helpdesk --> Settings --> Edit Stage` and enable *Closing Stage*.
+.. note::
+   If a closing stage is not specified, by default, the ticket is moved to the last stage in the
+   kanban. If more than one stage is set as a closing stage, the ticket is placed in the first
+   closing stage column.
 
-.. image:: close_tickets/closetickets3.png
-   :align: center
-   :alt: Ticket closing in Odoo Helpdesk
+With the ticket closing settings now complete, customers can now view the option to
+:guilabel:`Close this ticket` when they log into their portal.
 
-If a closing stage is not specified, by default, the ticket is moved to the last stage;
-contrarily, if you have more than one stage set as closing, the ticket is put in the first one.
+.. image:: close_tickets/customer-view-close-ticket.png
+   :alt: Customer view of ticket closing in Odoo Helpdesk.
 
-The Costumer Portal
-===================
-
-Now, once the user logs into his Portal, the option *Close this ticket* is available.
-
-.. image:: close_tickets/closetickets4.png
-   :align: center
-   :alt: Ticket closing in Odoo Helpdesk
-
-Get reports on tickets closed by costumers
+Get reports on tickets closed by customers
 ==========================================
 
-To do an analysis of the tickets that have been closed by costumers go to
-:menuselection:`Helpdesk --> Reporting --> Tickets --> Filters --> Add Custom filter -->
-Closed by partner --> Applied`.
+To analyze the tickets that have been closed by customers, go to :menuselection:`Helpdesk -->
+Reporting --> Tickets`. Then, click on the :guilabel:`Filters` menu and choose :guilabel:`Add
+Custom filter`. Next, set the custom filter parameters to :guilabel:`Closed by partner` and
+:guilabel:`is true`. Finally, click :guilabel:`Apply`.
 
-.. image:: close_tickets/closetickets5.png
-   :align: center
-   :height: 300
-   :alt: Reports on Ticket closing in Odoo Helpdesk
+.. image:: close_tickets/closed-by-search-filter.png
+   :alt: Filter for tickets closed by customers on Odoo Helpdesk's reporting page.