[ADD] helpdesk: document ticket closing and time reinvoicing (#489)

helpdesk.rst

@@ -10,3 +10,5 @@ Helpdesk
    helpdesk/getting_started
    helpdesk/invoice_time
    helpdesk/after_sales
+   helpdesk/close_tickets
+   helpdesk/reinvoice_from_project

helpdesk/close_tickets.rst

@@ -0,0 +1,44 @@
+=======================================
+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.
+ 
+Configure the feature
+======================
+To configure the feauture go to *Helpdesk > Settings > Helpdesk Teams > Edit* and enable *Ticket closing*.
+
+.. image:: media/closetickets1.png
+ 	:align: center
+	:alt: Ticket closing in Odoo Helpdesk
+
+In order to designate to which stage the ticket will migrate to once it is closed, go to *Overview > Tickets*.
+
+.. image:: media/closetickets2.png
+ 	:align: center
+	:alt: Ticket closing in Odoo Helpdesk
+
+You can either create a new kanban stage or work with an existing one. For both scenarios, go to *Settings > Edit Stage* and enable *Closing Stage*.
+
+.. image:: media/closetickets3.png
+ 	:align: center
+	:alt: Ticket closing in Odoo Helpdesk
+
+If a closing stage is not specified, by default, the ticket will be transferred to the last stage; contrarily, if you have more than one stage set as closing, the ticket will be put in the first one.
+
+
+The Costumer Portal 
+====================
+Now, once the user logs in to his Portal, the option *Close this ticket* is available.
+
+.. image:: media/closetickets4.png
+ 	:align: center
+	:alt: Ticket closing in Odoo Helpdesk
+
+
+Get reports on tickets closed by costumers
+===========================================
+To do an analysis of the tickets that have been closed by costumers go to *Reporting > Tickets > Filters > Add Custom filter > Closed by partner > Applied*.
+
+.. image:: media/closetickets5.png
+ 	:align: center
+	:alt: Reports on Ticket closing in Odoo Helpdesk

helpdesk/reinvoice_from_project.rst

@@ -0,0 +1,29 @@
+================================================================
+Turn helpdesk hours into invoices directly from a project task
+================================================================
+Directly pull the billable time you have tracked on your helpdesk tickets into sales orders and invoices through a project task. It gives you more control over what you charge your client, and it is more efficient.
+
+Configuration
+==============
+Go to *Helpdesk > Configuration > Helpdesk team > Edit* and enable the options *Timesheet on Ticket* and *Time Reinvoicing*.
+Under *Timesheet on Ticket*, choose the *Project* to which the tickets (and timesheets) will be linked by default. Open its *External link* to enable the feature *Bill from tasks*.
+
+.. image:: media/reinvoice_time1.png
+ 	:align: center
+	:alt: Bill from Tasks in Odoo Helpdesk
+
+
+Create a sales order and an invoice
+====================================
+Now, once you added the time you spent on the helpdesk ticket, under the *Timesheets* tab, access the task clicking on its name.
+
+.. image:: media/reinvoice_time2.png
+ 	:align: center
+	:alt: Sales Order from a task in Odoo Helpdesk
+
+
+*Create Sales Order* and proceed to create the invoice.
+
+.. image:: media/reinvoice_time3.png
+ 	:align: center
+	:alt: Sales Order from a task in Odoo Helpdesk