351 lines
16 KiB
Markdown
351 lines
16 KiB
Markdown
# Receiving tickets
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Odoo's **Helpdesk** app offers multiple channels where customers can reach out for assistance, such
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as email, live chat, and through a website's submission form. The variety of these contact options
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provides customers with multiple opportunities to receive support quickly while also allowing the
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support team to manage multi-channel support tickets from one central location.
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## Enable channel options to submit tickets
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Go to {menuselection}`Helpdesk app --> Configuration --> Helpdesk Teams`, and choose an existing
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team, or click {guilabel}`New` to {doc}`create a new team <../../helpdesk>`.
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On the team's settings page, scroll down to the {guilabel}`Channels` and {guilabel}`Help Center`
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sections. Enable one or more channels by checking the respective boxes.
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- {ref}`Email Alias <helpdesk/receiving_tickets/email-alias>`
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- {ref}`Live Chat <helpdesk/receiving_tickets/live-chat>`
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- {ref}`Website Form <helpdesk/receiving_tickets/website-form>`
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(helpdesk-receiving-tickets-email-alias)=
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### Email Alias
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The *Email Alias* setting creates tickets from messages sent to that team's specified email alias.
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:::{important}
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The following steps are for **Odoo Online** and **Odoo.sh** databases. For **On-premise**
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databases, external servers are required for email aliases.
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:::
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When a new **Helpdesk** team is created, an email alias is created for it. This alias can be changed
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on the team's settings page.
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To change a **Helpdesk** team's email alias, navigate to {menuselection}`Helpdesk app -->
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Configuration --> Helpdesk Teams`, and click on a team name to open its settings page.
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Then, scroll to {menuselection}`Channels --> Email Alias`. In the {guilabel}`Alias` field, type the
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desired name for the team's email alias.
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```{image} receiving_tickets/receiving-tickets-email-alias.png
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:alt: |-
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: View of the settings page of a Helpdesk team emphasizing the email alias feature in Odoo
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: Helpdesk.
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```
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:::{note}
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Custom email domains are **not** required in order to use an email alias, however, they can be
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configured through the **Settings** app.
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If the database does not have a custom domain already configured, click {guilabel}`Set an Alias
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Domain` to be redirected to the {guilabel}`Settings` page. From there, enable {guilabel}`Custom
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Email Servers`.
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:::
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When an email is received, the subject line becomes the title of a new **Helpdesk** ticket. The body
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of the email is also added to the ticket, under the {guilabel}`Description` tab, and in the ticket's
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chatter.
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(helpdesk-receiving-tickets-live-chat)=
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### Live Chat
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The **Live Chat** feature lets website visitors connect directly with a support agent or chatbot.
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**Helpdesk** tickets can be instantly created during these conversations using the {doc}`response
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command </applications/websites/livechat/responses>` `/ticket`.
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To enable **Live Chat**, navigate to the {menuselection}`Helpdesk app --> Configuration --> Helpdesk
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Teams` list view, select a team, and on the team's settings page, click the checkbox next to
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{guilabel}`Live Chat`, under the {guilabel}`Channels` section.
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:::{note}
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If this is the first time {doc}`Live Chat </applications/websites/livechat>` has been enabled on
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the database, the page may need to be saved manually and refreshed before any further steps can
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be taken.
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:::
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After the {guilabel}`Live Chat` setting is enabled on a **Helpdesk** team, a new **Live Chat**
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channel is created. Click on {guilabel}`Configure Live Chat Channel` to update the channel's
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settings.
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#### Live Chat channel configuration
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On the channel's settings page, {guilabel}`Channel Name` can be edited, though, Odoo names the
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channel to match the **Helpdesk** team name, by default.
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```{eval-rst}
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.. example::
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If a **Helpdesk** team is named `Customer Care`, a **Live Chat** channel is created called
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`Customer Care`.
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.. image:: receiving_tickets/receiving-tickets-live-chat-new-channel.png
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:alt: View of the Kanban cards for the available Live Chat channels.
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```
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On the channel form, navigate through the tabs to complete the setup.
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##### Operators tab
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*Operators* are the users who act as agents and respond to live chat requests from customers. The
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user who created the live chat channel is added by default.
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To add additional users, click on the {guilabel}`Operators` tab, then click {guilabel}`Add`.
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Click the checkbox next to the users to be added on the {guilabel}`Add: Operators` pop-up window
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that appears, then click {guilabel}`Select`.
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Click {guilabel}`New` to create new operators, if needed.
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When the desired addition is complete, click {guilabel}`Save & Close`, or {guilabel}`Save & New` to
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add multiple new operators.
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:::{danger}
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Creating a new user can impact the status of an Odoo subscription, as the total number of users
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in a database counts towards the billing rate. Proceed with caution before creating a new user.
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If a user already exists, adding them as an operator will **not** alter the subscription or
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billing rate for a database.
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:::
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Additionally, current operators can be edited or removed by clicking on their respective boxes in
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the {guilabel}`Operators` tab, and then adjusting their form values on the pop-up form that appears,
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or by using one of the buttons located at the bottom of the form, such as {guilabel}`Remove`.
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:::{tip}
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Users can add themselves as an operator by clicking the {guilabel}`Join Channel` button on a
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**Live Chat** channel.
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```{image} receiving_tickets/receiving-tickets-join-live-chat.png
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:alt: View of a live chat channel Kanban card with the join button emphasized.
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```
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:::
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##### Options tab
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The {guilabel}`Options` tab contains the visual and text settings for the live chat window.
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```{image} receiving_tickets/receiving-tickets-options-tab.png
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:alt: View of the options tab of a Live Chat channel's settings.
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```
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- {guilabel}`Notification Text`: This field updates the greeting displayed in the text bubble when
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the live chat button appears on the website.
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- {guilabel}`Livechat Button Color`: This field alters the color of the live chat button as it
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appears on the website. To change the color, click on a color bubble to open the color selection
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window, then click and drag the circle along the color gradient. Click out of the selection window
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once complete. Click the refresh icon to the right of the color bubbles to reset the colors to the
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default selection.
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- {guilabel}`Show`: The chat button displays on the selected page.
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- {guilabel}`Show with notification`: The chat button is displayed, with the addition of the
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{guilabel}`Notification text` from the {guilabel}`Options` tab.
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- {guilabel}`Open automatically`: The chat button is displayed, and automatically opens the chat
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window after a designated amount of time. The amount of time is designated in the {guilabel}`Open
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automatically timer` field, which appears only when this display option is selected.
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- {guilabel}`Hide`: The chat button is hidden from display on the webpage.
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:::{tip}
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Color selection, for the button or header, can be made manually, or through RGB, HSL, or HEX code
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selection. Different options are available, depending on the operating system or browser.
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:::
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##### Channel Rules tab
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The {guilabel}`Channel Rules` tab determines when the live chat window opens on the website by logic
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of when a {guilabel}`URL Regex` action is triggered (e.g., a page visit).
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:::{tip}
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A regex, or regular expression, is sometimes referred to as a rational expression. It is a
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sequence of characters that specifies a match pattern in text. A match is made within the given
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range of numbers or for the set of characters.
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:::
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Edit existing rules by selecting them from the {guilabel}`Channel Rules` tab, or create a new rule
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by clicking {guilabel}`Add a line`.
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Then, proceed to configure the details for how the rule should apply on the pop-up form that
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appears.
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Choose how the *Live Chat Button* displays on the webpage.
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- {guilabel}`Show`: The chat button displays on the selected page.
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- {guilabel}`Show with notification`: The chat button is displayed, with the addition of the
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{guilabel}`Notification text` from the {guilabel}`Options` tab.
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- {guilabel}`Open automatically`: The chat button is displayed, and automatically opens the chat
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window after a designated amount of time. The amount of time is designated in the {guilabel}`Open
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automatically timer` field, which appears only when this display option is selected.
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- {guilabel}`Hide`: The chat button is hidden from display on the webpage.
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To include a {guilabel}`Chatbot` on this channel, select it from the drop-down menu. If the chatbot
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should only be active when no operators are available, check the box labeled {guilabel}`Enabled only
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if no operator`.
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:::{note}
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If a {doc}`chatbot </applications/websites/livechat/chatbots>` is added to a live chat channel, a
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new {guilabel}`Chatbots` smart button appears on the channel settings form. Click here to create
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and update the chatbot *script*.
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Each line in the script contains a {guilabel}`Message`, {guilabel}`Step Type`,
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{guilabel}`Answers`, and conditional *Only If* logic that applies when certain pre-filled answers
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are chosen.
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To create more steps in the script, click {guilabel}`Add a line`, and fill out the script steps
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form, according to the desired logic.
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:::
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Add the URLs for the pages where the channel should appear in the {guilabel}`URL Regex` field. Only
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the path from the root domain is needed, not the full URL.
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If this channel should only be available to users in specific countries, add those countries to the
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{guilabel}`Country` field. If this field is left blank, the channel is available to all site
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visitors.
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```{image} receiving_tickets/receiving-tickets-channel-rules.png
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:alt: View of the Kanban cards for the available Live Chat channels.
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```
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##### Widget tab
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The {guilabel}`Widget` tab on the live chat channel form offers a website widget that can be added
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to third-party websites. Additionally, a URL is available, that can provide instant access to a live
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chat window.
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The live chat {guilabel}`Widget` can be applied to websites created through Odoo by navigating to
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the {menuselection}`Website app --> Configuration --> Settings --> Email & Marketing`. Then, scroll
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to the {guilabel}`Live Chat` field, and select the channel to add to the site. Click
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{guilabel}`Save` to apply.
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To add the widget to a website created on a third-party website, click the {guilabel}`Copy` button
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next to the first listed code, and paste the code into the `<head>` tag on the site.
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To send a live chat session to a customer or supplier, click the {guilabel}`Copy` button next to the
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second listed code, and send the URL via email.
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#### Create a support ticket from a live chat session
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Operators who have joined a live chat channel are able to communicate with site visitors in
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real-time.
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During the conversation, an operator can use the shortcut {doc}`command
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</applications/websites/livechat/responses>` `/ticket` to create a ticket without leaving the chat
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window. The transcript from the conversation is added to the new ticket, under the
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{guilabel}`Description` tab.
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:::{tip}
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**Helpdesk** tickets can also be created through the {doc}`WhatsApp
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</applications/productivity/whatsapp>` app using the same `/ticket` command.
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:::
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(helpdesk-receiving-tickets-website-form)=
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### Website Form
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Enabling the *Website Form* setting adds a new page to the website with a customizable form. A new
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ticket is created once the required form fields are filled out and submitted.
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To activate the website form, navigate to a team's settings page under {menuselection}`Helpdesk app
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--> Configuration --> Helpdesk Teams`, and selecting the desired team from the list.
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Then, locate the {guilabel}`Website Form` feature, under the {guilabel}`Help Center` section, and
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check the box.
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If more than one website is active on the database, confirm the correct website is listed in the
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{guilabel}`Website` field. If not, select the correct one from the drop-down list.
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After the feature is activated, click the {guilabel}`Go to Website` smart button at the top of the
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{guilabel}`Teams` settings page to view and edit the new website form, which is created
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automatically by Odoo.
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:::{note}
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After enabling the {guilabel}`Website Form` setting, the team's settings page may need to be
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refreshed before the {guilabel}`Go to Website` smart button appears.
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Additionally, if a *Help Center* is published, the smart button navigates there first. Simply
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click the {guilabel}`Contact Us` button, at the bottom of the forum, to navigate to the ticket
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submission form.
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:::
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```{image} receiving_tickets/receiving-tickets-go-to-website.png
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:alt: |-
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: 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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```
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#### Website ticket form customization
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To customize the default ticket submission form, while on the website, click the {guilabel}`Edit`
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button in the upper-right corner of the page. This opens the editing sidebar on the right side.
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Then, click on one of the fields in the form, on the body of the website, to edit it.
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To add a new field, go to the {guilabel}`Field` section of the sidebar, and click {guilabel}`+
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Field`.
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Click the {guilabel}`🗑️ (trash can)` icon to delete the field, if necessary.
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Edit the other options for the new field in the sidebar, as desired:
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- {guilabel}`Type`: matches an Odoo model value to the field (e.g. `Customer Name`).
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- {guilabel}`Input Type`: determine what type of input the field should be, like `Text`, `Email`,
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`Telephone`, or `URL`.
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- {guilabel}`Label`: give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also
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control the label position on the form by using the nested {guilabel}`Position` options.
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- {guilabel}`Description`: determine whether or not to add an editable line under the input box to
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provide additional contextual information related to the field.
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- {guilabel}`Placeholder`: add a sample input value.
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- {guilabel}`Default Value`: add common use case values that most customers would find valuable.
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For example, this can include prompts of information customers should include to make it easier to
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solve their issue, such as an account number, or product number.
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- {guilabel}`Required`: determine whether or not to mark a field as required, in order for the form
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to be submitted. Toggle the switch from gray to blue.
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- {guilabel}`Visibility`: allow for absolute or conditional visibility of the field. Nested options,
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such as, device visibility, appear when certain options are selected.
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- {guilabel}`Animation`: choose whether or not the field should include animation.
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```{image} receiving_tickets/receiving-tickets-web-form.png
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:align: center
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:alt: View of the unpublished website form to submit a ticket for Odoo Helpdesk.
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```
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Once the form has been optimized, and is ready for public use, click {guilabel}`Save` to apply the
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changes. Then, publish the form by toggling the {guilabel}`Unpublished` switch to
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{guilabel}`Published` at the top of the page, if necessary.
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## Prioritizing tickets
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All tickets include a {guilabel}`Priority` field. The highest priority tickets appear at the top of
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the Kanban and list views.
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```{image} receiving_tickets/receiving-tickets-priority.png
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:alt: View of a team's Kanban view and the prioritized tasks in Odoo Helpdesk.
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```
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The priority levels are represented by stars:
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- 0 stars = *Low Priority*
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- 1 star = *Medium Priority*
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- 2 stars = *High Priority*
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- 3 stars = *Urgent*
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Tickets are set to low priority (0 stars) by default. To change the priority level, select the
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appropriate number of stars on the Kanban card, or on the ticket.
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:::{warning}
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As priority levels can be used as criteria for assigning {doc}`SLAs <sla>`, changing the priority
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level of a ticket can alter the {abbr}`SLA (Service Level Agreement)` deadline.
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:::
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:::{seealso}
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- {doc}`/applications/services/helpdesk/advanced/close_tickets`
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- {doc}`../../../general/email_communication`
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- {doc}`/applications/websites/livechat`
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:::
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