diff --git a/helpdesk.rst b/helpdesk.rst index a86f6f268..ace899e58 100644 --- a/helpdesk.rst +++ b/helpdesk.rst @@ -10,3 +10,5 @@ Helpdesk helpdesk/getting_started helpdesk/invoice_time helpdesk/after_sales + helpdesk/close_tickets + helpdesk/reinvoice_from_project diff --git a/helpdesk/close_tickets.rst b/helpdesk/close_tickets.rst new file mode 100644 index 000000000..1354616e9 --- /dev/null +++ b/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 diff --git a/helpdesk/media/closetickets1.png b/helpdesk/media/closetickets1.png new file mode 100644 index 000000000..ed2dd1bc7 Binary files /dev/null and b/helpdesk/media/closetickets1.png differ diff --git a/helpdesk/media/closetickets2.png b/helpdesk/media/closetickets2.png new file mode 100644 index 000000000..75bae58c3 Binary files /dev/null and b/helpdesk/media/closetickets2.png differ diff --git a/helpdesk/media/closetickets3.png b/helpdesk/media/closetickets3.png new file mode 100644 index 000000000..46263509a Binary files /dev/null and b/helpdesk/media/closetickets3.png differ diff --git a/helpdesk/media/closetickets4.png b/helpdesk/media/closetickets4.png new file mode 100644 index 000000000..7a668b17a Binary files /dev/null and b/helpdesk/media/closetickets4.png differ diff --git a/helpdesk/media/closetickets5.png b/helpdesk/media/closetickets5.png new file mode 100644 index 000000000..f00bac8ca Binary files /dev/null and b/helpdesk/media/closetickets5.png differ diff --git a/helpdesk/media/reinvoice_time1.png b/helpdesk/media/reinvoice_time1.png new file mode 100644 index 000000000..d90709626 Binary files /dev/null and b/helpdesk/media/reinvoice_time1.png differ diff --git a/helpdesk/media/reinvoice_time2.png b/helpdesk/media/reinvoice_time2.png new file mode 100644 index 000000000..dd9b54bf2 Binary files /dev/null and b/helpdesk/media/reinvoice_time2.png differ diff --git a/helpdesk/media/reinvoice_time3.png b/helpdesk/media/reinvoice_time3.png new file mode 100644 index 000000000..27041c1ce Binary files /dev/null and b/helpdesk/media/reinvoice_time3.png differ diff --git a/helpdesk/reinvoice_from_project.rst b/helpdesk/reinvoice_from_project.rst new file mode 100644 index 000000000..d479240bb --- /dev/null +++ b/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