200 lines
8.3 KiB
Markdown
200 lines
8.3 KiB
Markdown
---
|
|
show-content: true
|
|
show-toc: true
|
|
---
|
|
|
|
# Helpdesk
|
|
|
|
Odoo **Helpdesk** is a ticket-based customer support application. Multiple teams can be configured
|
|
and managed in one dashboard, each with their own pipeline for tickets submitted by customers.
|
|
Pipelines are organized in customizable stages that enable teams to track, prioritize, and solve
|
|
customer issues quickly and efficiently.
|
|
|
|
## Create a Helpdesk team
|
|
|
|
To view or modify **Helpdesk** teams, go to {menuselection}`Helpdesk app --> Configuration -->
|
|
Helpdesk Teams`. To create a new team, click the {guilabel}`New` button on the top-left of the
|
|
dashboard.
|
|
|
|
```{image} helpdesk/helpdesk-teams-list.png
|
|
:alt: View of the Helpdesk teams page in Odoo Helpdesk.
|
|
```
|
|
|
|
On the blank Helpdesk team form, enter a {guilabel}`Name` for the new team. Then, enter a
|
|
description of the team in the field below the team name, if desired. To change the company this
|
|
team is assigned to, select it from the {guilabel}`Company` drop-down menu.
|
|
|
|
:::{important}
|
|
The team description is published on the public facing {doc}`website form
|
|
<helpdesk/overview/receiving_tickets>`, where customers and portal users submit tickets. The
|
|
description included in this field should **not** include any information that is for internal
|
|
use only.
|
|
|
|
```{image} helpdesk/team-description-webform.png
|
|
:alt: View of a Helpdesk team's website form displaying the team description.
|
|
```
|
|
:::
|
|
|
|
### Visibility & Assignment
|
|
|
|
The *Visibility* settings alter which internal users and portal users have access to this team and
|
|
its tickets. The *Assignment* settings alter how users are assigned to handle each ticket.
|
|
|
|
#### Determine team visibility
|
|
|
|
Under the {guilabel}`Visibility` section, select one of the following options to determine who can
|
|
view this team and its tickets:
|
|
|
|
- {guilabel}`Invited internal users (private)`: Internal users can access the team and the tickets
|
|
they are following. This access can be modified on each ticket individually by adding or removing
|
|
the user as a follower. Internal users are considered *invited* once they are added as followers
|
|
to an individual ticket, or {ref}`to the team itself <helpdesk/follow>`.
|
|
- {guilabel}`All internal users (company)`: All internal users can access the team and all of its
|
|
tickets.
|
|
- {guilabel}`Invited portal users and all internal users (public)`: All internal users can access
|
|
the team and all of its tickets. Portal users can only access the tickets they are following.
|
|
|
|
```{eval-rst}
|
|
.. example::
|
|
A `Customer Support` team, meant to handle general shipping and product issues, would have the
|
|
visibility set on :guilabel:`Invited portal users and all internal users`.
|
|
|
|
At the same time, a `Financial Services` team handling tickets related to accounting or tax
|
|
information would only need to be visible to :guilabel:`Invited internal users`.
|
|
```
|
|
|
|
:::{warning}
|
|
A team's visibility can be altered after the initial configuration. However, if the team changes
|
|
from *Invited portal users and all internal users (public)* access to either *Invited internal
|
|
users (private)* or *All internal users (company)*-only access, portal users are removed as
|
|
followers from both the team, and from individual tickets.
|
|
:::
|
|
|
|
(helpdesk-follow)=
|
|
|
|
#### Follow all team's tickets
|
|
|
|
If a user should be notified about any updates regarding tickets for this team, select their name
|
|
from the {guilabel}`Followers` drop-down menu, located in the {guilabel}`Follow All Team's Tickets`
|
|
field. Multiple users can be selected to follow a single team.
|
|
|
|
:::{important}
|
|
External contacts can be selected in the {guilabel}`Followers` field. If the team's visibility is
|
|
set to {guilabel}`Invited internal users (private)`, followers are notified about updates to the
|
|
team's tickets, but are **not** able to view them in the portal.
|
|
:::
|
|
|
|
#### Automatically assign new tickets
|
|
|
|
When tickets are received, they need to be assigned to a member of the team. This is done either
|
|
manually on each individual ticket, or through {guilabel}`Automatic Assignment`. Check the
|
|
{guilabel}`Automatic Assignment` checkbox to enable this feature for the team.
|
|
|
|
```{image} helpdesk/helpdesk-visibility-assignment.png
|
|
:alt: |-
|
|
: View of a Helpdesk team settings page emphasizing the automatic assignment features in Odoo
|
|
: Helpdesk.
|
|
```
|
|
|
|
Select one of the following assignment methods, based on how the workload should be allocated across
|
|
the team:
|
|
|
|
- {guilabel}`Each user is assigned an equal number of tickets`: Tickets are assigned to team members
|
|
based on total ticket count, regardless of the number of open or closed tickets they are
|
|
currently assigned.
|
|
- {guilabel}`Each user has an equal number of open tickets`: Tickets are assigned to team members
|
|
based on how many open tickets they are currently assigned.
|
|
|
|
:::{note}
|
|
When {guilabel}`Each user is assigned an equal number of tickets` is selected, the overall number
|
|
of tickets assigned to team members is the same, but it does **not** consider the current
|
|
workload.
|
|
|
|
When {guilabel}`Each user has an equal number of open tickets` is selected, it ensures a balanced
|
|
workload among team members, as it takes the current number of active tickets into account.
|
|
:::
|
|
|
|
Finally, add the {guilabel}`Team Members` who are to be assigned tickets for this team. Leave the
|
|
field empty to include all employees who have the proper assignments and access rights configured in
|
|
their user account settings.
|
|
|
|
:::{important}
|
|
If an employee has time off scheduled in the **Time Off** application, they are **not** assigned
|
|
tickets during that time. If no employees are available, the system looks ahead until there is a
|
|
match.
|
|
:::
|
|
|
|
:::{seealso}
|
|
- {ref}`Manage users <users/add-individual>`
|
|
- {doc}`Access rights <../general/users/access_rights>`
|
|
:::
|
|
|
|
## Merge tickets
|
|
|
|
If duplicate tickets are found in **Helpdesk**, they can be combined into a single ticket using the
|
|
*merge* feature.
|
|
|
|
:::{important}
|
|
The *merge* feature is **only** accessible if the {doc}`Data Cleaning
|
|
<../productivity/data_cleaning>` application is installed on the database.
|
|
:::
|
|
|
|
To merge two or more tickets, navigate to {menuselection}`Helpdesk app --> Tickets --> All Tickets`.
|
|
Identify the tickets to be merged, and tick the checkbox at the far-left of each ticket to select
|
|
them. Then, click the {icon}`fa-cog` {guilabel}`Actions` icon, and select {guilabel}`Merge` from the
|
|
drop-down menu. Doing so opens a new page where the selected tickets are listed with their
|
|
{guilabel}`Similarity` rating. From here, click either {ref}`Merge <data_cleaning/merge-records>` to
|
|
combine the tickets, or {guilabel}`DISCARD`.
|
|
|
|
## Convert tickets to opportunities
|
|
|
|
Some tickets may be better handled by the sales team, rather than the support team. In this case,
|
|
tickets can be converted to *opportunities* and assigned to a sales team for follow-up.
|
|
|
|
:::{important}
|
|
This feature is **only** available if the {doc}`CRM <../sales/crm>` app is installed.
|
|
:::
|
|
|
|
To convert a ticket to an opportunity, first navigate to a ticket, either from a team's pipeline,
|
|
or by navigating to {menuselection}`Helpdesk app --> Tickets` and clicking a ticket to open it.
|
|
|
|
At the top of the ticket, click the {guilabel}`Convert to Opportunity` button.
|
|
|
|
:::{note}
|
|
If {doc}`leads <../sales/crm/acquire_leads/convert>` are enabled on the **CRM** app, tickets are
|
|
converted to *leads*, and the button reads {guilabel}`Convert to Lead`.
|
|
:::
|
|
|
|
This opens the {guilabel}`Convert to Opportunity` pop-up. Fill in or select the following
|
|
information on the pop-up:
|
|
|
|
- {guilabel}`Customer`: Select whether to {guilabel}`Create a new customer`, {guilabel}`Link to an
|
|
existing customer`, or {guilabel}`Do not link to a customer`. If {guilabel}`Link to a customer` is
|
|
chosen, select the appropriate customer name from the {guilabel}`Customer` drop-down.
|
|
- {guilabel}`Sales Team`: Specify which {guilabel}`Sales Team` and {guilabel}`Salesperson` this
|
|
created opportunity is assigned to.
|
|
|
|
```{image} helpdesk/convert-to-opp.png
|
|
:alt: The convert to opportunity pop-up window.
|
|
```
|
|
|
|
After completing the form, click {guilabel}`Convert to Opportunity`. Doing so creates a new
|
|
opportunity in the **CRM** app. The original ticket is linked in the chatter of the new opportunity
|
|
for traceability.
|
|
|
|
:::{note}
|
|
After the ticket is converted to an opportunity, the ticket is archived.
|
|
:::
|
|
|
|
:::{seealso}
|
|
- [Odoo Tutorials: Helpdesk](https://www.odoo.com/slides/helpdesk-51)
|
|
:::
|
|
|
|
```{toctree}
|
|
:titlesonly: true
|
|
|
|
helpdesk/overview
|
|
helpdesk/advanced
|
|
```
|
|
|