53 lines
1.8 KiB
ReStructuredText
53 lines
1.8 KiB
ReStructuredText
=======================================
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Allow customers to close their tickets
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Allowing customers to close their tickets gives them autonomy and minimize misunderstandings about
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when an issue is considered solved, or not. It makes communication and actions more efficient.
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Configure the feature
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======================
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To configure the feature go to :menuselection:`Helpdesk --> Settings --> Helpdesk Teams --> Edit`
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and enable *Ticket closing*.
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.. image:: media/closetickets1.png
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:align: center
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:alt: Ticket closing in Odoo Helpdesk
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In order to designate to which stage the ticket will migrate to once it is closed, go to
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:menuselection:`Overview --> Tickets`.
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.. image:: media/closetickets2.png
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:align: center
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:alt: Ticket closing in Odoo Helpdesk
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You can either create a new kanban stage or work with an existing one. For both scenarios, go to
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:menuselection:`Settings --> Edit Stage` and enable *Closing Stage*.
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.. image:: media/closetickets3.png
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:align: center
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:alt: Ticket closing in Odoo Helpdesk
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If a closing stage is not specified, by default, the ticket will be transferred to the last stage; contrarily, if you have more than one stage set as closing, the ticket will be put in the first one.
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The Costumer Portal
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====================
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Now, once the user logs in to his Portal, the option *Close this ticket* is available.
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.. image:: media/closetickets4.png
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:align: center
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:alt: Ticket closing in Odoo Helpdesk
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Get reports on tickets closed by costumers
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===========================================
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To do an analysis of the tickets that have been closed by costumers go to
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:menuselection:`Reporting --> Tickets --> Filters --> Add Custom filter --> Closed by partner -->
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Applied`.
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.. image:: media/closetickets5.png
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:align: center
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:alt: Reports on Ticket closing in Odoo Helpdesk
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