b34e8b6344
closes odoo/documentation#3386
X-original-commit: 8396c2a4ad
Signed-off-by: Antoine Vandevenne (anv) <anv@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
49 lines
2.2 KiB
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49 lines
2.2 KiB
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======================================
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Allow customers to close their tickets
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======================================
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Allowing customers to close their own tickets gives them autonomy and minimizes misunderstandings
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around when an issue is considered solved or not. This results in operational capacity for support
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teams, and higher satisfaction for the customer.
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Enable ticket closing
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=====================
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Start by navigating to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and choose
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the appropriate team. Then click :guilabel:`Edit` and enable :guilabel:`Ticket closing` by
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checking the field box.
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.. image:: close_tickets/close-ticket-settings.png
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:alt: Ticket closing feature in Odoo Helpdesk.
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To designate which stage the ticket migrates to once it is closed, navigate to the ticket pipeline
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by going to :menuselection:`Helpdesk --> Overview` and clicking :guilabel:`Tickets` on the team's
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card.
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There are two options: create a new Kanban stage or work with an existing one. For both scenarios,
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click the :guilabel:`Settings (gear)` icon next to the stage name, select :guilabel:`Edit Stage`,
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and enable :guilabel:`Closing Stage`. After checking the field box, click :guilabel:`Save` to
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finish.
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.. note::
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If a closing stage is not specified, by default, the ticket is moved to the last stage in the
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kanban. If more than one stage is set as a closing stage, the ticket is placed in the first
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closing stage column.
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With the ticket closing settings now complete, customers can now view the option to
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:guilabel:`Close this ticket` when they log into their portal.
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.. image:: close_tickets/customer-view-close-ticket.png
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:alt: Customer view of ticket closing in Odoo Helpdesk.
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Get reports on tickets closed by customers
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==========================================
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To analyze the tickets that have been closed by customers, go to :menuselection:`Helpdesk -->
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Reporting --> Tickets`. Then, click on the :guilabel:`Filters` menu and choose :guilabel:`Add
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Custom filter`. Next, set the custom filter parameters to :guilabel:`Closed by partner` and
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:guilabel:`is true`. Finally, click :guilabel:`Apply`.
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.. image:: close_tickets/closed-by-search-filter.png
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:alt: Filter for tickets closed by customers on Odoo Helpdesk's reporting page.
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