[IMP] helpdesk: updated teams and stages setup content

closes odoo/documentation#3503

Signed-off-by: Antoine Vandevenne (anv) <anv@odoo.com>

content/applications/services/helpdesk/overview/getting_started.rst

@@ -1,64 +1,164 @@
-===============
+=============================
-Getting Started
+Getting started with Helpdesk
-===============
+=============================
 
-Helpdesk teams provide your customers with support to queries or errors they might encounter while
+Odoo :guilabel:`Helpdesk` is a ticket-based customer support application. Teams can track,
-using your product/service. Therefore, a successful scheme where you can organize multiple teams
+prioritize, and solve customer issues from their pipeline, which is organized in customizable
-with their customized pipeline, visibilities settings, and ticket traceability is essential.
+stages. Multiple teams can be configured and managed in one dashboard.
 
-Set up teams
+Create Helpdesk teams
-============
+=====================
 
-| To modify or create teams, go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
+Setting up multiple teams allows for tickets to be grouped by location or by support type.
-| Setting up multiple teams allows you to group tickets by your channels (example: BE/US), or by
-  your support services' types (example: IT, accounting, admin, etc.).
 
-.. image:: getting_started/helpdesk_teams_view.png
+To view or modify *Helpdesk* teams, go to :menuselection:`Helpdesk --> Configuration --> Teams`. To
+create a new team, click on the :guilabel:`New` button in the top left of the dashboard. From there,
+name the new team, and fill out the remaining fields as defined in the following sections on the
+form.
+
+.. image:: getting_started/helpdesk-teams-list.png
    :align: center
-   :alt: View of the helpdesk teams page in Odoo Helpdesk
+   :alt: View of the Helpdesk teams page in Odoo Helpdesk
 
-Team’s productivity and visibility
+Assignment & Visibility
-----------------------------------
+-----------------------
 
-Teams can have individual *Assignment Methods* to ensure that tickets get redirected to the right
+Determine to whom the team will be visible
-person:
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
-- *Manually*: tickets are manually assigned, allowing employees to manage their own workload and
+Under the :guilabel:`Visibility` section, determine who can view this team and its tickets.
-  target tickets they are experts at;
-- *Random*: tickets are randomly assigned and everyone gets the same amount. This method ensures
-  that all tickets are handled as the assignment happens automatically;
-- *Balanced*: tickets are assigned to the person with the least amount of tickets so that everyone
-  fairly gets the same amount. Thereby, you ensure that all tickets get to be taken care of.
 
-.. image:: getting_started/productivity_visibility.png
+- :guilabel:`Invited internal users` have access to the team and tickets they are following. This
+  can be modified on each individual ticket.
+- :guilabel:`All internal users` have access to the team and all of its tickets without being a
+  follower.
+- :guilabel:`Invited portal users and all internal users` have access to the team without being a
+  follower. Portal users will only be able to access tickets that they are following.
+
+.. example::
+   A `Customer Support` team intended to handle general issues with shipping and product issues
+   would have the visibility setting :guilabel:`Invited portal users and all internal users`.
+   However, a `Financial Services` team handling tickets related to accounting or tax information
+   would only need to be visible to :guilabel:`Invited internal users`.
+
+Automatically assign new tickets
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+When tickets are received, they will need to be assigned to a member of the support team. This can
+be done manually on each ticket individually, or through :guilabel:`Automatic Assignment`. Check the
+box next to :guilabel:`Automatic Assignment` to enable the feature for this team.
+
+.. image:: getting_started/assignment-visibility.png
    :align: center
-   :alt: View of a helpdesk team settings page emphasizing the productivity and visibility features
+   :alt: View of a Helpdesk team settings page emphasizing the assignment and visibility features
          in Odoo Helpdesk
 
-| For the *Random* and *Balanced* assignment methods, you can set the *Team Members* among
+Select one of the following assignment methods, based on how workload should be allocated across
-  whom tickets are assigned. Leave the field empty to include all employees (with the proper
+the team:
-  access rights).
-| The *Team Visibility* feature allows you to specify who can see and access the team’s tickets.
-  Therefore, ticket’s with sensible information are only seen by the right people.
-  Leave the field empty to include all employees (with the proper access rights).
 
-Set up stages and share it among teams
+- :guilabel:`Each user is assigned an equal number of tickets` assigns tickets to team members
-======================================
+   based on total ticket count, regardless of the number of open or closed tickets they are
+   currently assigned.
+- :guilabel:`Each user has an equal number of open tickets` assigned tickets to team members based
+   on how many open tickets they are currently assigned. This option is useful for automatically
+   delegating a heavier workload to high-performers who tend to close tickets quickly.
 
-To set up stages, go to :menuselection:`Helpdesk --> Configuration --> Stages`. Then, create and/or
+Finally, add the :guilabel:`Team Members` who will be assigned tickets for this team. Leave the
-edit stages as you need and set specific teams to use certain stages under *Team*.
+field empty to include all employees who have the proper assignments and access rights configured in
+their user account settings.
 
-.. image:: getting_started/stages_teams.png
+.. note::
-   :align: center
+   If an employee has time off scheduled in the :guilabel:`Time Off` application, they will not be
-   :alt: View of a stage’s setting page emphasizing the option to add teams in Odoo Helpdesk
+   assigned tickets during that time. If no employees are available, the system will look ahead
-
+   until there is a match.
-Stages can be shared between one or multiple teams, allowing you to adapt the pipeline to your
-individual needs. They also apply a visibility and access rule, as other teams are not able to see
-or use the stage.
-
-.. image:: getting_started/helpdesk_kanbanview.png
-   :align: center
-   :alt: View of a team’s kanban view in Odoo Helpdesk
 
 .. seealso::
-   - :doc:`/applications/general/users`
+   - :ref:`Manage users <users/add-individual>`
+   - :doc:`Access rights </applications/general/users/access_rights>`
+
+Create or modify kanban stages
+==============================
+
+:guilabel:`Stages` are used to organize the *Helpdesk* pipeline and track the progress of tickets.
+Stages are customizable, and can be renamed to fit the needs of each team.
+
+To view or modify *Helpdesk* stages, go to :menuselection:`Helpdesk --> Configuration --> Stages`.
+
+.. important::
+   :ref:`Developer mode <developer-mode>` must be activated in order to access the stages menu. To
+   activate developer mode go to :menuselection:`Settings --> General Settings --> Developer Tools`
+   and click on :guilabel:`Activate the developer mode`.
+
+The list view shows an overview of all the stages currently available in Helpdesk. They are listed
+in the order they appear in the pipeline. To change the order of the stages, use the arrow buttons
+on the left side of the list.
+
+.. tip::
+   Change the stage order on the kanban view by dragging and dropping individual columns.
+
+.. image:: getting_started/stages-create-new.png
+   :align: center
+   :alt: View of the stage list page emphasizing the option to create a new stage
+
+
+To create a new stage, click on the :guilabel:`New` button in the top left of the dashboard.
+Next, choose a name for the new stage, and add a description (though it is not required).
+Fill out the remaining fields following the steps below.
+
+.. image:: getting_started/stage-settings.png
+   :align: center
+   :alt: View of a stage's settings page in Odoo Helpdesk
+
+Add email and SMS templates to stages
+-------------------------------------
+
+When an :guilabel:`Email Template` is added to a stage, an email is automatically sent to the the
+customer when a ticket reaches that specific stage in the helpdesk pipeline. Likewise, adding an
+:guilabel:`SMS Template` will result in an SMS text message being sent to the customer.
+
+.. important::
+   SMS Text Messaging is an In-App Purchase (IAP) service that requires prepaid credits to work.
+   Refer to `SMS Pricing FAQ <https://iap-services.odoo.com/iap/sms/pricing>`_ for additional
+   information.
+
+To select an existing email template, select it from the :guilabel:`Email Template` field. Click on
+the arrow key to the right of the field to edit the template.
+
+To create a new template, click the field and begin typing a new template title. Then select
+:guilabel:`Create and edit`, and complete the form details.
+
+Follow the same steps to select, edit, or create an :guilabel:`SMS Template`.
+
+.. image:: getting_started/sms-template.png
+   :align: center
+   :alt: View of an SMS template setup page in Odoo Helpdesk
+
+.. seealso::
+   :doc:`/applications/general/email_communication/email_template`
+
+Assign stages to a team
+-----------------------
+
+Make a selection in the :guilabel:`Teams` field on the :guilabel:`Stages` form. More than one team
+may be selected, since the same stage(s) can be assigned to multiple teams.
+
+ .. image:: getting_started/stages-settings-sharing.png
+   :align: center
+   :alt: View of stage setup emphasizing teams field
+
+Fold a stage
+------------
+
+Check the :guilabel:`Folded in Kanban` box on the :guilabel:`Stages` form to display this stage as
+*folded* by default in the kanban view for this team.
+
+.. warning::
+   Tickets that reach a *folded* stage are considered closed. Closing a ticket before the work is
+   completed can result in reporting and communication issues. This setting should only be enabled
+   for stages that are considered *closing* stages.
+
+Alternatively, stages can be temporarily folded in the kanban view, by clicking on the settings
+icon and selecting :guilabel:`Fold`.
+
+.. note::
+   Manually folding a stage from the kanban view will not close the tickets in the stage.