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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Reports for a Better Support
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============================
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An efficient customer service solution should have a built-in reporting option. Reports allow you to
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track trends, identify areas for improvement, manage employees’ workloads and, most importantly,
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meet your customer’s expectations.
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Cases
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~~~~~
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Some examples of the reports Odoo Helpdesk can generate include:
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- The number of tickets *grouped by* team and ticket type.
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| In this manner, you are able to evaluate which ticket types have been the most frequent ones,
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plus the workload of your teams.
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| Apply *Time Ranges* if you would like to make comparisons to a *Previous Period* or a *Previous
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Year*.
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.. image:: reports/report_team_ticket_type.png
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:align: center
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:alt: View of a helpdesk ticket analysis by team and ticket type in Odoo Helpdesk
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- The number of tickets closed per day, per team.
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Get an overview of how many requests each team is closing per day in order to measure their
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performance. Identify productivity levels to understand how many requests they are able to handle.
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.. image:: reports/report_close_date_team.png
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:align: center
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:alt: View of a helpdesk ticket analysis by team and close date in Odoo Helpdesk
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.. tip::
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Filter it by *Assignee* to see Key Performance Indicators (KPI) per agent.
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- The number of hours tickets are taking to be solved, grouped by team and ticket type.
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Check if your expectations are met by *measuring* the *Time to close (hours)*. Your
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customers not only expect fast responses but they also want their issues to be handled quickly.
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.. image:: reports/report_time_to_close.png
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:align: center
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:alt: View of helpdesk ticket analysis of the hours to close by ticket type and team in
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Odoo Helpdesk
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Save filters
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~~~~~~~~~~~~
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Save the filters you use the most and avoid having to reconstruct them every time they are
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needed. To do so, set the groups, filters, and measures needed. Then, go to *Favorites*.
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.. image:: reports/favorites.png
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:align: center
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:alt: View of helpdesk ticket analysis emphasizing the option to add a filter as a favorite one
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in Odoo Helpdesk
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.. seealso::
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- :doc:`receiving_tickets`
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- :doc:`sla`
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