diff --git a/content/applications/services/helpdesk/advanced/close_tickets.rst b/content/applications/services/helpdesk/advanced/close_tickets.rst index ff3fb16f5..f5877e2fc 100644 --- a/content/applications/services/helpdesk/advanced/close_tickets.rst +++ b/content/applications/services/helpdesk/advanced/close_tickets.rst @@ -1,48 +1,116 @@ -====================================== -Allow customers to close their tickets -====================================== +=============== +Closing tickets +=============== -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. +Once work has been completed on a *Helpdesk* ticket in Odoo, there are several ways it can be +closed. Manually closing solved tickets keeps the pipeline up to date, while automatically closing +inactive tickets prevents unnecessary blocking issues. Allowing customers to close their own tickets +minimizes confusion around whether an issue is considered solved or not. This results in increased +operational capacity for support teams, and higher customer satisfaction. -Enable ticket closing -===================== +Manually close solved tickets +============================= -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. +As work on a ticket progresses, it is moved along to the next stage in the pipeline. Once the issue +is solved, the ticket is moved to a *folded* stage. This marks the ticket as *closed*. -.. image:: close_tickets/close-ticket-settings.png - :alt: Ticket closing feature in Odoo Helpdesk. +To fold a stage, navigate to the :menuselection:`Helpdesk` dashboard and click on a team to open the +pipeline. Hover over a stage's heading, and then click the gear icon that appears in the top-right +corner of that stage's kanban column. -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/closing-edit-stage-gear.png + :align: center + :alt: View of stage on Helpdesk pipeline with emphasis on gear icon and edit stage option. -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. +.. warning:: + Clicking the gear icon also displays the option to :guilabel:`Fold` the stage. This setting folds + the stage *temporarily* to simplify the kanban view. This does *not* close the tickets in this + stage. It also does not permanently fold the stage. If a stage needs to be folded so the tickets + can be marked as closed, continue following the steps below. -.. 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. +From the menu that appears, select :guilabel:`Edit Stage`. This will open the stage's settings. +Check the box labeled :guilabel:`Folded in Kanban` towards the top of the window, and then +:guilabel:`Save & Close` to confirm the changes. Now, tickets that reach this stage will be +considered as *closed*. -With the ticket closing settings now complete, customers can now view the option to -:guilabel:`Close this ticket` when they log into their portal. + .. image:: close_tickets/closing-folded-setting.png + :align: center + :alt: Stage settings page. -.. image:: close_tickets/customer-view-close-ticket.png - :alt: Customer view of ticket closing in Odoo Helpdesk. +Automatically close inactive tickets +==================================== -Get reports on tickets closed by customers +Tickets that are inactive for a set period of time can be automatically closed. At that point, they +will be moved to a folded stage. + +Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`. +Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`. + +If one of the team's stages is set to be folded in the kanban view, it will be the default selection +in the :guilabel:`Move to Stage` field. If the team has more than one folded stage, the stage that +occurs first in the pipeline will be the default. If no stage is folded, the default selection will +be the last stage in the pipeline. + +The :guilabel:`After days of inactivity` field defaults to `7`, but can be adjusted if necessary. + +.. warning:: + The :guilabel:`After days of inactivity` field does **not** take the working calendar into + account when tracking the amount of time a ticket has been inactive. + +If only certain stages should be used to track days of inactivity, they can be added to the +:guilabel:`In Stages` field. + +.. example:: + A team's pipeline is created with the following stages: + + - `New` + - `In Progress` + - `Customer Feedback` + - `Closed` + + Tickets can linger in the :guilabel:`Customer Feedback stage`, because once an issue is solved, + customers may not respond immediately. At that point, the tickets can be closed automatically. + However, tickets in the :guilabel:`New` and :guilabel:`In Progress` stages may remain inactive + due to assignment or workload issues. Closing these tickets automatically would result in issues + going unsolved. + + Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\ + + - :guilabel:`Automatic Closing`: *checked* + - :guilabel:`Move to Stage`: `Solved` + - :guilabel:`After``7`:guilabel:`days of inactivity` + - :guilabel:`In Stages`: `Customer Feedback` + + .. image:: close_tickets/closing-automatic-settings-example.png + :align: center + :alt: Example of Automatic Closing settings. + +Allow customers to close their own tickets ========================================== -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`. +Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own ticket(s) +when they determine that their issue has been resolved. -.. image:: close_tickets/closed-by-search-filter.png - :alt: Filter for tickets closed by customers on Odoo Helpdesk's reporting page. +Start by navigating to :menuselection:`Helpdesk --> Configuration --> Teams` and select a team. On +the team's settings page, scroll to the :guilabel:`Self-Service` section and check the box for +:guilabel:`Closure by Customers`. + +.. image:: close_tickets/closing-by-customer-setting.png + :align: center + :alt: Customer closing setting in Odoo Helpdesk. + +Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` button will be available +for customers when they view their ticket through the customer portal. + +.. image:: close_tickets/closing-customer-view.png + :align: center + :alt: Customer view of ticket closing in Odoo Helpdesk. + +.. note:: + Customers are able to view their tickets by clicking the :guilabel:`View the ticket` link they + receive by email. The link is included in the :guilabel:`Request Acknowledgment` template, which + is added to the first stage of a team by default. This link does not require a customer to have + access to the portal to view or respond to their ticket. + + Customers with access to the portal will be able to view their tickets under :menuselection:`My + Account --> Tickets`. diff --git a/content/applications/services/helpdesk/advanced/close_tickets/close-ticket-settings.png b/content/applications/services/helpdesk/advanced/close_tickets/close-ticket-settings.png deleted file mode 100644 index ed2dd1bc7..000000000 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/close-ticket-settings.png and /dev/null differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closed-by-search-filter.png b/content/applications/services/helpdesk/advanced/close_tickets/closed-by-search-filter.png deleted file mode 100644 index f00bac8ca..000000000 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/closed-by-search-filter.png and /dev/null differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closing-automatic-settings-example.png b/content/applications/services/helpdesk/advanced/close_tickets/closing-automatic-settings-example.png new file mode 100644 index 000000000..4c6ceac6f Binary files /dev/null and b/content/applications/services/helpdesk/advanced/close_tickets/closing-automatic-settings-example.png differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closing-by-customer-setting.png b/content/applications/services/helpdesk/advanced/close_tickets/closing-by-customer-setting.png new file mode 100644 index 000000000..976822834 Binary files /dev/null and b/content/applications/services/helpdesk/advanced/close_tickets/closing-by-customer-setting.png differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closing-customer-view.png b/content/applications/services/helpdesk/advanced/close_tickets/closing-customer-view.png new file mode 100644 index 000000000..952058039 Binary files /dev/null and b/content/applications/services/helpdesk/advanced/close_tickets/closing-customer-view.png differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closing-edit-stage-gear.png b/content/applications/services/helpdesk/advanced/close_tickets/closing-edit-stage-gear.png new file mode 100644 index 000000000..39c83e7e9 Binary files /dev/null and b/content/applications/services/helpdesk/advanced/close_tickets/closing-edit-stage-gear.png differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/closing-folded-setting.png b/content/applications/services/helpdesk/advanced/close_tickets/closing-folded-setting.png new file mode 100644 index 000000000..52c5a2288 Binary files /dev/null and b/content/applications/services/helpdesk/advanced/close_tickets/closing-folded-setting.png differ diff --git a/content/applications/services/helpdesk/advanced/close_tickets/customer-view-close-ticket.png b/content/applications/services/helpdesk/advanced/close_tickets/customer-view-close-ticket.png deleted file mode 100644 index d4a10030d..000000000 Binary files a/content/applications/services/helpdesk/advanced/close_tickets/customer-view-close-ticket.png and /dev/null differ