
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>
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========
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Helpdesk
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========
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Odoo *Helpdesk* is a ticketing-based customer support application. Multiple teams can be configured
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and managed in one dashboard, each with their own pipeline for tickets submitted by customers.
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Pipelines are organized in customizable stages that enable teams to track, prioritize, and solve
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customer issues quickly and efficiently.
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Create a Helpdesk team
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======================
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To view or modify *Helpdesk* teams, go to :menuselection:`Helpdesk app --> Configuration -->
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Helpdesk Teams`. To create a new team, click the :guilabel:`New` button in the top-left of the
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dashboard.
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.. image:: helpdesk/helpdesk-teams-list.png
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:align: center
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:alt: View of the Helpdesk teams page in Odoo Helpdesk.
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On the blank Helpdesk team form, enter a :guilabel:`Name` for the new team. Then, enter a
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description of the team in the field below the team name, if desired. To change the company this
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team is assigned to, select it from the :guilabel:`Company` drop-down menu.
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.. important::
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The team description is published on the public facing :doc:`website form
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<helpdesk/overview/receiving_tickets>`, where customers and portal users submit tickets. The
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description included in this field should **not** include any information that is for internal
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use only.
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.. image:: helpdesk/team-description-webform.png
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:align: center
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:alt: View of a Helpdesk team's website form displaying the team description.
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Visibility & Assignment
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-----------------------
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The *Visibility* settings alter which internal users and portal users have access to this team and
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its tickets. The *Assignment* settings alter how users are assigned to handle each ticket.
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Determine team visibility
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~~~~~~~~~~~~~~~~~~~~~~~~~
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Under the :guilabel:`Visibility` section, select one of the following options to determine who can
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view this team and its tickets:
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- :guilabel:`Invited internal users (private)`: internal users can access the team and the tickets
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they are following. This access can be modified on each ticket individually by adding or removing
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the user as a follower. Internal users are considered *invited* once they are added as followers
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to an individual ticket, or :ref:`to the team itself <helpdesk/follow>`.
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- :guilabel:`All internal users (company)`: all internal users can access the team and all of its
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tickets.
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- :guilabel:`Invited portal users and all internal users (public)`: all internal users can access
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the team and all of its tickets. Portal users can only access the tickets they are following.
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.. example::
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A `Customer Support` team, meant to handle general shipping and product issues, would have the
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visibility set on :guilabel:`Invited portal users and all internal users`.
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At the same time, a `Financial Services` team handling tickets related to accounting or tax
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information would only need to be visible to :guilabel:`Invited internal users`.
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.. warning::
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A team's visibility can be altered after the initial configuration. However, if the team changes
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from public access to either private or company-only access, portal users are removed as
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followers from both the team, and from individual tickets.
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.. _helpdesk/follow:
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Follow all team's tickets
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~~~~~~~~~~~~~~~~~~~~~~~~~
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If a user should be notified about any updates regarding tickets for this team, select their name
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from the :guilabel:`Followers` drop-down menu, located in the :guilabel:`Follow All Team's Tickets`
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field. Multiple users can be selected to follow a single team.
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.. important::
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External contacts can be selected in the :guilabel:`Followers` field. If the team's visibility is
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set to :guilabel:`Invited internal users (private)`, followers are notified about updates to the
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team's tickets, but are **not** able to view them in the portal.
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Automatically assign new tickets
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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When tickets are received, they need to be assigned to a member of the team. This is done either
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manually on each ticket individually, or through :guilabel:`Automatic Assignment`. Check the
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:guilabel:`Automatic Assignment` checkbox to enable this feature for the team.
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.. image:: helpdesk/helpdesk-visibility-assignment.png
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:align: center
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:alt: View of a Helpdesk team settings page emphasizing the automatic assignment features in Odoo
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Helpdesk.
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As soon as :guilabel:`Automatic Assignment` has been enabled, additional fields appear.
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Select one of the following assignment methods, based on how the workload should be allocated across
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the team:
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- :guilabel:`Each user is assigned an equal number of tickets`: tickets are assigned to team members
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based on total ticket count, regardless of the number of open or closed tickets they are
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currently assigned.
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- :guilabel:`Each user has an equal number of open tickets`: tickets are assigned to team members
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based on how many open tickets they are currently assigned.
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.. note::
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When :guilabel:`Each user is assigned an equal number of tickets` is selected, the overall number
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of tickets assigned to team members is the same, but it does **not** consider the current
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workload.
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When :guilabel:`Each user has an equal number of open tickets` is selected, it ensures a balanced
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workload among team members, as it takes the current number of active tickets into account.
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Finally, add the :guilabel:`Team Members` who are to be assigned tickets for this team. Leave the
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field empty to include all employees who have the proper assignments and access rights configured in
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their user account settings.
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.. important::
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If an employee has time off scheduled in the *Time Off* application, they are **not** assigned
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tickets during that time. If no employees are available, the system looks ahead until there is a
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match.
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.. seealso::
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- :ref:`Manage users <users/add-individual>`
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- :doc:`Access rights <../general/users/access_rights>`
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Create or modify stages
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=======================
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*Stages* are used to organize the *Helpdesk* pipeline and track the progress of tickets. Stages are
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customizable, and can be renamed to fit the needs of each team.
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.. important::
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:ref:`Developer mode <developer-mode>` **must** be activated to access the stages menu. To
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activate developer mode, go to :menuselection:`Settings app --> General Settings --> Developer
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Tools`, and click :guilabel:`Activate the developer mode`.
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To view or modify *Helpdesk* stages, go to :menuselection:`Helpdesk app --> Configuration -->
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Stages`.
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The default list view on the :guilabel:`Stages` page displays the stages currently available in
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*Helpdesk*. They are listed in the order they appear in the pipeline.
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To change the order of the stages, click the :icon:`oi-draggable` :guilabel:`(drag)` icon, to the
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left of the stage name, and drag it to the desired place on the list.
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.. image:: helpdesk/stages-list-buttons.png
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:align: center
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:alt: View of the stage list page emphasizing the buttons used to change the order the stages
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appear in the list.
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.. tip::
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Change the stage order on the Kanban view of a *Helpdesk* team's pipeline by dragging and
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dropping individual columns.
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To create a new stage, click the :guilabel:`New` button at the top-left of the stage list. Doing so
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reveals a blank stage form.
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Choose a :guilabel:`Name` for the new stage, and add a description, if desired. Then, proceed to
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fill out the remaining fields following the steps below.
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.. image:: helpdesk/new-stage-details.png
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:align: center
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:alt: View of a stage's settings page in Odoo Helpdesk.
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Add email and SMS templates to stages
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-------------------------------------
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When an :guilabel:`Email Template` is added to a stage, an email is automatically sent to the
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customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an
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:guilabel:`SMS Template` triggers an SMS text message to send to the customer.
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.. important::
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SMS Text Messaging is an :doc:`In-App Purchase (IAP) </applications/essentials/in_app_purchase/>`
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service that requires prepaid credits to work. Refer to `SMS Pricing FAQ
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<https://iap-services.odoo.com/iap/sms/pricing>`_ for additional information.
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To select an existing email template, select it from the :guilabel:`Email Template` field. Click on
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the :icon:`oi-arrow-right` :guilabel:`(right arrow)` icon to the right of the field to edit the
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chosen template.
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To create a new template, click the field, and enter a title for the new template. Then, select
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:guilabel:`Create and edit` from the drop-down menu that appears, and complete the form details.
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Follow the same steps to select, edit, or create an :guilabel:`SMS Template`.
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.. image:: helpdesk/sms-template.png
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:align: center
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:alt: View of an SMS template setup page in Odoo Helpdesk
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.. seealso::
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:doc:`/applications/general/companies/email_template`
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Assign stages to a team
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-----------------------
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Make a selection in the :guilabel:`Helpdesk Teams` field on the :guilabel:`Stages` form. More than
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one team may be selected, since the same stage can be assigned to multiple teams.
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Fold a stage
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------------
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By default, stages are unfolded in the Kanban view of either tickets dashboard: :guilabel:`My
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Tickets` (:menuselection:`Helpdesk app --> Tickets --> My Tickets`) or :guilabel:`All Tickets`
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(:menuselection:`Helpdesk app --> Tickets --> All Tickets`).
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Tickets in an unfolded stage are visible in the pipeline under the stage name, and are considered
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*open*.
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Stages can be configured to be folded in the Kanban view of a tickets page (:guilabel:`My Tickets`
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or :guilabel:`All Tickets`).
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The name of the folded stages are still visible, though the tickets in the stage are no longer
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immediately visible.
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To fold a stage, check the :guilabel:`Folded in Kanban` box on the :guilabel:`Stages` form.
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.. warning::
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Tickets that reach a *folded* stage are considered *closed*. Closing a ticket before the work is
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completed can result in reporting and communication issues. This setting should **only** be
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enabled for stages that are considered *closing* stages.
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Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well.
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View a specific team's pipeline by navigating to :menuselection:`Helpdesk app`, and clicking the
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team's Kanban card.
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Select a stage to fold temporarily, then click the :icon:`fa-gear` :guilabel:`(gear)` icon, and
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select :guilabel:`Fold` from the drop-down menu.
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.. image:: helpdesk/fold-stage-kanban.png
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:align: center
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:alt: Kanban view of a Helpdesk stage, with the temporary fold option emphasized.
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.. important::
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Manually folding a stage from the Kanban view is temporary and does **not** close the tickets in
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the stage.
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Merge tickets
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=============
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If duplicate tickets are found in *Helpdesk*, they can be combined into a single ticket using the
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*merge* feature.
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.. important::
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The *merge* feature is **only** accessible if the :doc:`Data Cleaning
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<../productivity/data_cleaning>` application is installed on the database.
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To merge two or more tickets, navigate to :menuselection:`Helpdesk app --> Tickets --> All Tickets`.
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Identify the tickets to be merged, and tick the checkbox at the far-left of each ticket to select
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them. Then, click the :icon:`fa-cog` :guilabel:`Actions` icon, and select :guilabel:`Merge` from the
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drop-down menu. Doing so opens a new page where the selected tickets are listed with their
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:guilabel:`Similarity` rating. From here, click either :ref:`Merge <data_cleaning/merge-records>` to
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combine the tickets, or :guilabel:`DISCARD`.
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.. seealso::
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- `Odoo Tutorials: Helpdesk <https://www.odoo.com/slides/helpdesk-51>`_
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.. toctree::
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:titlesonly:
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helpdesk/overview
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helpdesk/advanced
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