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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65 lines
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ReStructuredText
===============
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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:: getting_started/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:: getting_started/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:: getting_started/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:: getting_started/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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