[ADD] helpdesk: doc about channels options (#646)

helpdesk/overview.rst

@@ -7,3 +7,4 @@ Overview
 
    overview/getting_started
    overview/sla
+   overview/receiving_ticketsgit

helpdesk/overview/receiving_tickets.rst

@@ -0,0 +1,88 @@
+=======================
+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.
+
+Channels 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.
+
+.. image:: media/channels_options.png
+   :align: center
+   :alt: View of a helpdesk teams setting page emphasizing the channels options in Odoo Helpdesk
+
+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*.
+
+.. image:: media/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
+
+.. 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.
+
+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*.
+
+.. image:: media/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
+
+From the website page customize the form as you like. Then, publish it by clicking on *Unpublished*.
+
+.. image:: media/submit_a_ticket_form.png
+   :align: center
+   :alt: View of the website form to submit a ticket for Odoo Helpdesk
+
+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 <../../livechat/overview/get_started>`.
+
+.. image:: media/live_chat.png
+   :align: center
+   :alt: View of the settings page of a helpdesk team emphasizing the live chat features and links
+         in Odoo Helpdesk
+
+Now, your operators can create tickets by using the
+:doc:`command <../../livechat/overview/responses>` */helpdesk (subject_of_ticket)*.
+
+Prioritize tickets
+==================
+
+Use the stars to prioritize your tickets. The most urgent ones appear at the top of your list on
+the Kanban view.
+
+- 1 star = *Low priority*
+- 2 stars = *High priority*
+- 3 stars = *Urgent*
+
+.. image:: media/kanban_view_prioritize.png
+   :align: center
+   :height: 330
+   :alt: View of a team’s kanban view and the prioritized tasks in Odoo Helpdesk
+
+.. seealso::
+   - :doc:`../../discuss/email_servers`
+