6ce41f261b
closes odoo/documentation#11565 Signed-off-by: Jessica Rogers (jero) <jero@odoo.com> Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com> Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
154 lines
6.8 KiB
ReStructuredText
154 lines
6.8 KiB
ReStructuredText
:show-content:
|
|
:show-toc:
|
|
|
|
========
|
|
Helpdesk
|
|
========
|
|
|
|
Odoo *Helpdesk* is a ticketing-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 in the top-left of the
|
|
dashboard.
|
|
|
|
.. image:: helpdesk/helpdesk-teams-list.png
|
|
:align: center
|
|
: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
|
|
:align: center
|
|
: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.
|
|
|
|
.. 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 public access to either private or 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 ticket individually, or through :guilabel:`Automatic Assignment`. Check the
|
|
:guilabel:`Automatic Assignment` checkbox to enable this feature for the team.
|
|
|
|
.. image:: helpdesk/helpdesk-visibility-assignment.png
|
|
:align: center
|
|
:alt: View of a Helpdesk team settings page emphasizing the automatic assignment features in Odoo
|
|
Helpdesk.
|
|
|
|
As soon as :guilabel:`Automatic Assignment` has been enabled, additional fields appear.
|
|
|
|
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`.
|
|
|
|
.. seealso::
|
|
- `Odoo Tutorials: Helpdesk <https://www.odoo.com/slides/helpdesk-51>`_
|
|
|
|
.. toctree::
|
|
:titlesonly:
|
|
|
|
helpdesk/overview
|
|
helpdesk/advanced
|