250bc3ab21
Since odoo/documentation#903, the guideline for the location of new resource (images, downloadable files, RST includes...) files is to place those inside the directory of the RST page that references them. For example, if `doc1.rst` has a reference to `image.png` and to `download.zip`, the file structure should look like this: ├── parent_doc/ │ └── doc1/ │ │ └── image.png │ │ └── download.zip │ └── doc1.rst │ └── doc2.rst ├── parent_doc.rst Before this commit, most of the resource files were still located inside 'media' directories holding all the resource files referenced by RST pages located at the same level as these directories. In the example above, a single 'media' directory would hold all the resource files referenced by both `doc1.rst` and `doc2.rst`. Doing so prevented us from figuring out easily which resource file was referenced by which RST page and, thus, lead to unused resource files piling up in the repository. It also made it more complicated to define codeowners regex rules because a team could not simply be assigned to `/some_page.*` but needed to be assigned to both `/some_page\.rst` and to the location of 'media'. In order to help new content writers figure out the guideline when taking examples from other RST pages, this commit retroactively applies the guideline to existing resource files and 'media' directories. The left-over resource files that are not referenced by any RST page are removed. task-2497965 Part-of: odoo/documentation#2066
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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:: receiving_tickets/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:: receiving_tickets/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:: receiving_tickets/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:: receiving_tickets/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:: receiving_tickets/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:: receiving_tickets/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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