3a6366b18f
This is a long term project, following the recurring question we currently face at the support func & tech
Done in the commit:
1/ Modify the references to discuss/advanced/ to match a newly created folder
specific for email communication (more generic and not specifically linked to the discuss app)
called `email_communication`.
2/ Creation of the new folder under 'Practical Information' in the documentation/user (bottom of the page)
that will handle of the mechanism around emails, including (none exhaustive list)
1/ Modify the references to discuss/advanced/ to match a newly created folder
specific for email communication (more generic and not specifically linked to the discuss app).
2/ Creation of the new folder under 'Practical Information' in the documentation/user (bottom of the page)
that will handle of the mechanism around emails, including (none exhaustive list):
email_communication/get_started.rst > A small introduction of the content of this section Email communication
email_communication/get_helped.rst > A file that is providing reason why the emails might not be properly sent
+ contact the support and what to tell them. In order to have the quickest and best answer.
email_communication/advanced/mail_servers.rst > An explanation on how to use an outgoing mail server in Odoo.
+ how to configure SPF DKIM DMARC for Odoo.
(Not modified yet, only mv from `discuss` folder)
email_communication/advanced/email_template.rst > Contain informations about email templates
(Not modified yet, only mv from `discuss` folder)
More to come, in collaboration with GOR, EDV, JQU, ALA
task-1925363
90 lines
3.2 KiB
ReStructuredText
90 lines
3.2 KiB
ReStructuredText
=======================
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Start Receiving Tickets
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=======================
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Offering a variety of channels from where your customers can contact you grants them flexibility
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and the right to choose the best one for themselves. And, in order to make sure inquiries across
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all channels get addressed, it is essential to have a solution where all interactions come in one
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place.
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Channels options to submit tickets
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==================================
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Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, and enable the following
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features as you want them to be available to your users.
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.. image:: media/channels_options.png
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:align: center
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:alt: View of a helpdesk teams setting page emphasizing the channels options in Odoo Helpdesk
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Email Alias
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-----------
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| Let your customers submit tickets by sending an email to your support email address. The subject
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line of the email becomes the title of the ticket and the content is shown in the Chatter.
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| Select *Configure domain name* to be redirected to *Settings* and, from there, enable *External
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Email Servers* to determine or change your *Alias Domain*.
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.. image:: media/channels_emailalias.png
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:align: center
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:height: 250
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:alt: View of the settings page of a helpdesk team emphasizing the email alias feature
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in Odoo Helpdesk
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.. note::
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Using your own email server is required to send and receive emails in Odoo Community and
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Enterprise. Online users benefit from a ready-to-use email server.
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Website Form
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------------
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| Allow your customers to submit a ticket by filling in a form through your website.
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| Once the feature is activated, get redirected to your website by clicking on *Go to Website*.
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.. image:: media/go_to_website.png
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:align: center
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:alt: View of the settings page of a helpdesk team emphasizing the Go to Website button in
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Odoo Helpdesk
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From the website page customize the form as you like. Then, publish it by clicking on *Unpublished*.
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.. image:: media/submit_a_ticket_form.png
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:align: center
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:alt: View of the website form to submit a ticket for Odoo Helpdesk
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Live Chat
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---------
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| Through live interactions with your website visitors, helpdesk tickets can be instantly created
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and redirected to the right person.
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| Click on your helpdesk team's name - for the example below: *Customer Care* -
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and :doc:`set up your channel <../../livechat/overview/get_started>`.
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.. image:: media/live_chat.png
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:align: center
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:alt: View of the settings page of a helpdesk team emphasizing the live chat features and links
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in Odoo Helpdesk
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Now, your operators can create tickets by using the
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:doc:`command <../../livechat/overview/responses>` */helpdesk (subject_of_ticket)*.
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Prioritize tickets
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==================
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Use the stars to prioritize your tickets. The most urgent ones appear at the top of your list on
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the Kanban view.
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- 1 star = *Low priority*
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- 2 stars = *High priority*
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- 3 stars = *Urgent*
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.. image:: media/kanban_view_prioritize.png
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:align: center
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:height: 330
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:alt: View of a team’s kanban view and the prioritized tasks in Odoo Helpdesk
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.. seealso::
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- :doc:`sla`
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- :doc:`../advanced/close_tickets`
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- :doc:`../../email_communication/advanced/email_servers`
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