66 lines
2.8 KiB
ReStructuredText
66 lines
2.8 KiB
ReStructuredText
===============
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Getting Started
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===============
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Helpdesk teams provide your customers with support to queries or errors they might encounter while
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using your product/service. Therefore, a successful scheme where you can organize multiple teams
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with their customized pipeline, visibilities settings, and ticket traceability is essential.
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Set up teams
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============
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| To modify or create teams, go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
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| Setting up multiple teams allows you to group tickets by your channels (example: BE/US), or by
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your support services' types (example: IT, accounting, admin, etc.).
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.. image:: media/helpdesk_teams_view.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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Team’s productivity and visibility
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----------------------------------
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Teams can have individual *Assignment Methods* to ensure that tickets get redirected to the right
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person:
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- *Manually*: tickets are manually assigned, allowing employees to manage their own workload and
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target tickets they are experts at;
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- *Random*: tickets are randomly assigned and everyone gets the same amount. This method ensures
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that all tickets are handled as the assignment happens automatically;
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- *Balanced*: tickets are assigned to the person with the least amount of tickets so that everyone
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fairly gets the same amount. Thereby, you ensure that all tickets get to be taken care of.
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.. image:: media/productivity_visibility.png
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:align: center
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:alt: View of a helpdesk team settings page emphasizing the productivity and visibility features
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in Odoo Helpdesk
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| For the *Random* and *Balanced* assignment methods, you can set the *Team Members* among
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whom tickets are assigned. Leave the field empty to include all employees (with the proper
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access rights).
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| The *Team Visibility* feature allows you to specify who can see and access the team’s tickets.
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Therefore, ticket’s with sensible information are only seen by the right people.
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Leave the field empty to include all employees (with the proper access rights).
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Set up stages and share it among teams
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======================================
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To set up stages, go to :menuselection:`Helpdesk --> Configuration --> Stages`. Then, create and/or
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edit stages as you need and set specific teams to use certain stages under *Team*.
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.. image:: media/stages_teams.png
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:align: center
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:alt: View of a stage’s setting page emphasizing the option to add teams in Odoo Helpdesk
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Stages can be shared between one or multiple teams, allowing you to adapt the pipeline to your
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individual needs. They also apply a visibility and access rule, as other teams are not able to see
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or use the stage.
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.. image:: media/helpdesk_kanbanview.png
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:align: center
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:alt: View of a team’s kanban view in Odoo Helpdesk
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.. seealso::
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- :doc:`../../general/odoo_basics/add_user`
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