diff --git a/helpdesk/overview.rst b/helpdesk/overview.rst index c18f1c7dc..b7084d2cd 100644 --- a/helpdesk/overview.rst +++ b/helpdesk/overview.rst @@ -9,3 +9,5 @@ Overview overview/sla overview/receiving_tickets overview/reports + overview/forum_and_elearning + overview/ratings diff --git a/helpdesk/overview/forum_and_elearning.rst b/helpdesk/overview/forum_and_elearning.rst new file mode 100644 index 000000000..75469b0cc --- /dev/null +++ b/helpdesk/overview/forum_and_elearning.rst @@ -0,0 +1,73 @@ +=================== +Forum and eLearning +=================== + +Forum +===== + +To go above and beyond email, live chat, web forms, and phone lines, offer your customers a +support forum. This way, customers might become more attached to your company as they would be +investing time to get into details of your business. You also encourage the exchange of experiences +and knowledge, supporting the feeling of belonging to a community (your community!). + +Set up +------ + +Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Team` and enable *Help Center*. + +.. image:: media/help_center_feature.png + :align: center + :alt: Overview of the settings page of a helpdesk team emphasizing the help center feature in + Odoo Helpdesk + +Create, or edit a forum by clicking on the external link. Among the editing options, choose +if you would like the *Forum Mode* to be *Questions*: only one answer is allowed per question or +*Discussions*: multiple answers are allowed per question. + +.. image:: media/help_center_customer_care.png + :align: center + :alt: Overview of a forum’s settings page in Odoo Helpdesk + +From now on, logged in users can start their discussions. To keep track of posts, go to +:menuselection:`Website --> Forum --> Posts`. + +.. image:: media/customer_care_website.png + :align: center + :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk + +Turn tickets into forum posts by simply clicking on *Share on the Forum* on the ticket's page. + +.. image:: media/share_forum.png + :align: center + :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk + +eLearning +========= + +In addition to a forum, offer online courses. When doing so, you link your customers and users’ +needs and questions to useful content, helping to boost efficiency as they can also find their +answers there. + +Set up +------ + +Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *eLearning*. + +.. image:: media/elearning_feature.png + :align: center + :alt: Overview of the settings page of a customer care team emphasizing the feature elearning in + Odoo Helpdesk + +Once the structure and content of your course are ready, *Publish* it by clicking on *Unpublished*. + +.. image:: media/course_website.png + :align: center + :alt: View of a course being published for Odoo Helpdesk + +To keep track of your course statistics, go to *eLearning* and *View Course*. + +.. image:: media/view_course_elearning.png + :align: center + :alt: View of the elearning applications dashboard for Odoo Helpdesk + +.. todo:: DETAILS/INFO SHOULD COME FROM ELEARNING DOCS. 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Reviews can also influence a customer’s decision and open space for feedback that +can help you improve the quality of your services. + +Set up +====== + +Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Ratings on +tickets*. The feature automatically adds a default email template on the non-folded *closing +stage(s)* of that team. + +.. image:: media/ratings_on_tickets.png + :align: center + :alt: Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature + in Odoo Helpdesk + +To edit the email template and the stage(s) set as the closing ones, go to the Kanban view of your +helpdesk team and click on *Settings*, then on *Edit Stage*. + +.. image:: media/edit_stage.png + :align: center + :alt: Overview of a helpdesk team kanban view emphasizing the menu edit stage in Odoo Helpdesk + +Now, once a ticket reaches the stage(s) designated as the *Closing Stage*, an email is sent to the +customer. + +.. image:: media/email_customer_feedback.png + :align: center + :alt: View of a standard helpdesk customer review email template for Odoo Helpdesk + +Ratings can be seen on the :doc:`chatter <../../project/tasks/collaborate>` of each ticket, under +the *See Customer Satisfaction* link on the main dashboard, and through *Reporting*. + +Ratings visible on the customer portal +-------------------------------------- + +Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Display Rating on +Customer Portal*. Now, by clicking on the helpdesk team’s name on their ticket, customers can see +its ratings. + +.. image:: media/customer_portal.png + :align: center + :alt: View of the helpdesk ticket from a user’s portal emphasizing the link to the helpdesk team + in Odoo Helpdesk + +.. seealso:: + - :doc:`../../portal/my_odoo_portal` + - :doc:`../advanced/close_tickets`