NextERP/documentation
5
0
Fork 0
Code Issues Pull Requests Actions Packages Projects Releases Wiki Activity

[IMP] Helpdesk: merge tickets

Browse Source 
closes odoo/documentation#10039

Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
This commit is contained in:
jero-odoo 2024-07-02 11:42:55 -04:00
parent 6263eea056
commit f56dce3a15
1 changed files with 23 additions and 6 deletions
Show Stats Download Patch File Download Diff File Expand all files Collapse all files

29
content/applications/services/helpdesk.rst
View File

@ -1,5 +1,4 @@
:show-content:
:hide-page-toc:
:show-toc:
========
@ -144,8 +143,8 @@ Stages`.
The default list view on the :guilabel:`Stages` page displays the stages currently available in
*Helpdesk*. They are listed in the order they appear in the pipeline.
To change the order of the stages, click the :guilabel:`(six square)` icon, to the left of the stage
name, and drag it to the desired place on the list.
To change the order of the stages, click the :icon:`oi-draggable` :guilabel:`(drag)` icon, to the
left of the stage name, and drag it to the desired place on the list.
.. image:: helpdesk/stages-list-buttons.png
:align: center
@ -179,7 +178,8 @@ customer when a ticket reaches that specific stage in the pipeline. Likewise, ad
<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 :guilabel:`→ (Internal Link)` icon to the right of the field to edit the chosen template.
the :icon:`oi-arrow-right` :guilabel:`(right arrow)` icon to the right of the field to edit the
chosen template.
To create a new template, click the field, and enter a title for the new template. Then, select
:guilabel:`Create and edit` from the drop-down menu that appears, and complete the form details.
@ -227,8 +227,8 @@ Stages can be temporarily folded in the Kanban view of the tickets pipeline, as
View a specific team's pipeline by navigating to :menuselection:`Helpdesk app`, and clicking the
team's Kanban card.
Select a stage to fold temporarily, then click the :guilabel:`⚙️ (gear)` icon, and select
:guilabel:`Fold`.
Select a stage to fold temporarily, then click the :icon:`fa-gear` :guilabel:`(gear)` icon, and
select :guilabel:`Fold` from the drop-down menu.
.. image:: helpdesk/fold-stage-kanban.png
:align: center
@ -238,6 +238,23 @@ Select a stage to fold temporarily, then click the :guilabel:`⚙️ (gear)` ico
Manually folding a stage from the Kanban view is temporary and does **not** close the tickets in
the stage.
Merge tickets
=============
If duplicate tickets are found in *Helpdesk*, they can be combined into a single ticket using the
*merge* feature.
.. important::
The *merge* feature is **only** accessible if the :doc:`Data Cleaning
<../productivity/data_cleaning>` application is installed on the database.
To merge two or more tickets, navigate to :menuselection:`Helpdesk app --> Tickets --> All Tickets`.
Identify the tickets to be merged, and tick the checkbox at the far-left of each ticket to select
them. Then, click the :icon:`fa-cog` :guilabel:`Actions` icon, and select :guilabel:`Merge` from the
drop-down menu. Doing so opens a new page where the selected tickets are listed with their
:guilabel:`Similarity` rating. From here, click either :ref:`Merge <data_cleaning/merge-records>` to
combine the tickets, or :guilabel:`DISCARD`.
.. seealso::
- `Odoo Tutorials: Helpdesk <https://www.odoo.com/slides/helpdesk-51>`_