55 lines
1.9 KiB
ReStructuredText
55 lines
1.9 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 migrates to once it is closed, go to
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:menuselection:`Helpdesk --> 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:`Helpdesk --> 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 is moved to the last stage;
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contrarily, if you have more than one stage set as closing, the ticket is 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 into 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:`Helpdesk --> Reporting --> Tickets --> Filters --> Add Custom filter -->
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Closed by partner --> Applied`.
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.. image:: media/closetickets5.png
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:align: center
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:height: 300
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:alt: Reports on Ticket closing in Odoo Helpdesk
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