ce8a02d46a
Creation of a new submenu under Applications/General for the Email communication.
Moved advanced of dicuss to this new submenu + adding of content regarding
frequently asked question in support.
Redirection has been done on other files pointing to Discuss/Advanced to match
the new folder email_communication.
Modified content in:
- Email servers: split and move configuration part under email_domain
- Email domain: covering information about SPF DKIM and DMARC configurations by JQU
- Email templates: (how to use the functions) by GOR
- Email common: answering frequently asked questions + common issues by ALA
closes odoo/documentation#1546
X-original-commit: bf2a9bb23f
Signed-off-by: Vergote Baptiste (bve) <bve@odoo.com>
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=======================
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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 </applications/websites/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 </applications/websites/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:`/applications/general/email_communication/email_servers`
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