400b3f52b7
This commit is part of a larger work to improve the documentation's structure. The toctree structure used to add levels to create categories and make the structure visually more understandable. With the new version of the documentation, plenty of these categories are now redundant. Since other docs were moved away from the section "basics" with previous commits, this category is renamed "users settings" This commit: - renames "basics" into "users settings" - moves the content from "odoo_basics/users" to "users" - it moves the content about "access rights" to a child doc task-2535899
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===============
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Getting Started
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===============
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Helpdesk teams provide your customers with support to queries or errors they might encounter while
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using your product/service. Therefore, a successful scheme where you can organize multiple teams
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with their customized pipeline, visibilities settings, and ticket traceability is essential.
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Set up teams
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============
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| To modify or create teams, go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
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| Setting up multiple teams allows you to group tickets by your channels (example: BE/US), or by
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your support services' types (example: IT, accounting, admin, etc.).
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.. image:: media/helpdesk_teams_view.png
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:align: center
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:alt: View of the helpdesk teams page in Odoo Helpdesk
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Team’s productivity and visibility
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----------------------------------
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Teams can have individual *Assignment Methods* to ensure that tickets get redirected to the right
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person:
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- *Manually*: tickets are manually assigned, allowing employees to manage their own workload and
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target tickets they are experts at;
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- *Random*: tickets are randomly assigned and everyone gets the same amount. This method ensures
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that all tickets are handled as the assignment happens automatically;
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- *Balanced*: tickets are assigned to the person with the least amount of tickets so that everyone
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fairly gets the same amount. Thereby, you ensure that all tickets get to be taken care of.
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.. image:: media/productivity_visibility.png
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:align: center
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:alt: View of a helpdesk team settings page emphasizing the productivity and visibility features
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in Odoo Helpdesk
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| For the *Random* and *Balanced* assignment methods, you can set the *Team Members* among
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whom tickets are assigned. Leave the field empty to include all employees (with the proper
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access rights).
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| The *Team Visibility* feature allows you to specify who can see and access the team’s tickets.
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Therefore, ticket’s with sensible information are only seen by the right people.
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Leave the field empty to include all employees (with the proper access rights).
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Set up stages and share it among teams
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======================================
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To set up stages, go to :menuselection:`Helpdesk --> Configuration --> Stages`. Then, create and/or
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edit stages as you need and set specific teams to use certain stages under *Team*.
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.. image:: media/stages_teams.png
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:align: center
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:alt: View of a stage’s setting page emphasizing the option to add teams in Odoo Helpdesk
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Stages can be shared between one or multiple teams, allowing you to adapt the pipeline to your
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individual needs. They also apply a visibility and access rule, as other teams are not able to see
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or use the stage.
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.. image:: media/helpdesk_kanbanview.png
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:align: center
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:alt: View of a team’s kanban view in Odoo Helpdesk
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.. seealso::
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- :doc:`/applications/general/users`
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