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Help Center
Odoo Helpdesk integrates with the Forums, eLearning, and Knowledge apps to create the Help Center. The Help Center is a centralized location where teams and customers can search for and share detailed information about products and services.
:alt: Overview of the settings page of a team emphasizing the Help Center features.
Configuration
To activate any of the Help Center features on a Helpdesk team, go to {menuselection}Helpdesk app --> Configuration --> Helpdesk Teams and select a team, or create a {doc}new one <../../helpdesk>. Verify the {guilabel}Visibility of the team is set to {guilabel}Invited portal users and all internal users (public) in the {guilabel}Visibility & Assignment section.
Additionally, the {guilabel}Website Form option on the Helpdesk team form must be enabled
to activate any of the Help Center features. When one or more of the Help Center features is
enabled, the {guilabel}Website Form is automatically enabled, as well.
:::{danger} Since all of the Help Center features require integration with other applications, enabling any of them may result in the installation of additional modules or applications.
Installing a new application on a One-App-Free database will trigger a 15-day trial. At the end of the trial, if a paid subscription has not been added to the database, it will no longer be active or accessible. :::
:::{seealso}
{doc}Helpdesk Overview <../../helpdesk>
:::
Knowledge
Odoo's Knowledge application is a collaborative library, where users can store, edit, and share
information. The Knowledge app can be used to publish user guides and {abbr}FAQs (Frequently Asked Questions) with customers externally, while also collaborating internally on shared
documents.
The Knowledge app is accessible throughout the database by clicking on the {guilabel}Knowledge (bookmark) icon.
:::{figure} help_center/help-center-knowledge-bookmark-icon.png :alt: View of a message in Helpdesk focusing on the Knowledge bookmark icon.
The Knowledge app is represented by the bookmark icon. :::
Enable Knowledge on a Helpdesk team
To enable the Knowledge feature on a Helpdesk team, go to {menuselection}Helpdesk app --> Configuration --> Helpdesk Teams and select a team, or create a {doc}new one <../../helpdesk>.
When a team has been selected or created, Odoo displays that team's detail form.
On the team's detail form, scroll down to the {guilabel}Help Center section. Then, click the box
next to {guilabel}Knowledge to activate the Knowledge feature. When clicked, a new field
labeled, {guilabel}Article appears.
Clicking the {guilabel}Article field reveals a drop-down menu. At first, there is only one option
in the drop-down menu titled {guilabel}Help, which Odoo provides by default. Select
{guilabel}Help from the drop-down menu to choose this article.
:::{tip}
To create a new article, go to the {menuselection}Knowledge app, then hover the cursor next to
the {guilabel}Workspace section heading, located in the left sidebar. Moving the cursor there
reveals a hidden {{ plus }}.
Click the {{ plus }} to create a new article in the {guilabel}Workspace. Click the
{icon}fa-share-alt {guilabel}Share icon, and slide the {guilabel}Share to Web toggle switch
until it reads {guilabel}Article Published. It can then be added to a Helpdesk team.
:::
Once an article has been created and assigned to a Helpdesk team, content can be added and organized through the Knowledge app.
:::{seealso}
{doc}Editing Knowledge articles <../../../productivity/knowledge/articles_editing>
:::
Search articles from a Helpdesk ticket
When members of a Helpdesk team are trying to solve a ticket, they can search through the content in the Knowledge app for more information on the issue.
To search Knowledge articles, open a ticket — either from the Helpdesk app dashboard, or by
going to {menuselection}Helpdesk app --> Tickets --> All Tickets, then select a ticket from the
list.
When a ticket is selected, Odoo reveals that ticket's detail form.
Click the {guilabel}Knowledge (bookmark) icon, located at the top-right of the page, to open a
pop-up search window.
:alt: View of knowledge search window from a helpdesk ticket.
:::{tip}
Knowledge articles can also be searched by pressing {command}Ctrl + K to open the command
palette, then typing {kbd}?, followed by the name of the desired article.
:::
When Odoo reveals the desired article, click it, or highlight the {guilabel}Article title, and
press {command}Enter. This will open the article in the {guilabel}Knowledge application.
To open the article in a new tab, press {command}Ctrl + Enter.
:::{tip}
If a more in-depth search is required, press {command}Alt + B. That reveals a separate page, in
which a more detailed search can occur.
:::
Share an article to the Help Center
To make a Knowledge article available to customers and website visitors, it must be published.
:::{important} Even though the Help article has been enabled on a team, Odoo does not share all the nested articles to the web. Individual articles intended for customers must be published for them to be viewable on the website. :::
To publish an article, navigate to the desired article, by following the above steps, and click the
{icon}fa-share-alt {guilabel}Share icon. This reveals a menu. Slide the toggle button labeled
{guilabel}Share to Web to read {guilabel}Article Published.
:alt: View of a knowledge article focused on sharing and publishing options.
Solve tickets with a clipboard box
Clipboard boxes can be added to Knowledge articles to allow content to be reused, copied, sent as messages, or added to the description on a ticket. This allows teams to maintain consistency when answering customer tickets, and minimize the amount of time spent on responding to repeat questions.
Add clipboard boxes to articles
To create a clipboard box, go to {menuselection}Knowledge app --> Help. Click on an existing
nested article or create a new one by clicking the {{ plus }} next to Help.
Type {kbd}/ to open the powerbox, and view a drop-down list of {doc}commands <../../../productivity/knowledge/articles_editing>. Select or type {kbd}clipboard. A gray block
is then added to the page. Add any necessary content to this block.
:alt: View of a clipboard in knowledge with focus on send and copy options.
:::{note}
Clipboard boxes only display the {guilabel}Use as description or {guilabel}Send as Message
options if they are accessed directly from the Helpdesk.
:::
Use clipboard boxes in tickets
Clipboard boxes can be used to respond directly to a Helpdesk ticket as a message, or to add information to the ticket's description.
To use clipboard boxes in a Helpdesk ticket, first, open a ticket, either from the
{guilabel}Helpdesk dashboard or by going to {menuselection}Helpdesk app --> Tickets --> All Tickets and selecting a ticket from the list.
Click on the {guilabel}Knowledge (bookmark) icon in the top-right corner. This opens a search
window. In this search window, select, or search, for the desired article. Doing so reveals that
article page in the Odoo Knowledge application.
To use a clipboard box to respond to a ticket, click {guilabel}Send as message in the upper-right
corner of the clipboard box, located in the body of the article.
Doing so opens a {guilabel}Compose Email pop-up window. In this window, select the recipients,
make any necessary additions or edits to the clipboard content, then click {guilabel}Send.
:::{tip}
To use a clipboard box to add information to a ticket's description, click {guilabel}Use as description in the upper-right corner of the clipboard box, located in the body of the article.
Doing so does not replace the existing text in a ticket's description. The content from the
clipboard box is added as additional text.
:::
(helpdesk-forum)=
Community Forum
A Community Forum provides a space for customers to answer each other's questions and share information. By integrating a forum with a Helpdesk team, tickets submitted by customers can be converted to posts and shared.
Enable forums on a Helpdesk team
To enable {guilabel}Community Forums on a Helpdesk team, start by navigating to
{menuselection}Helpdesk app --> Configuration --> Helpdesk Teams and select a team, or create a
{doc}new one <../../helpdesk>.
Selecting or creating a team reveals that team's detail form. Scroll down to the {guilabel}Help Center section of features, and enable {guilabel}Community Forum, by checking the box beside it.
When activated, a new field labeled {guilabel}Forums appears beneath.
Click the empty {guilabel}Forums field to reveal a drop-down menu. By default, there is only one
option to begin with, labeled {guilabel}Help. That is the option Odoo automatically created when
the {guilabel}Community Forums feature was enabled. Select {guilabel}Help from the drop-down
menu to enable that forum.
To create a new forum, type a name into the blank {guilabel}Forums field, then click the
{guilabel}Create and Edit option. Multiple forums can be selected in this field.
:::{seealso}
{doc}Forum documentation <../../../websites/forum>
:::
Create a forum post from a Helpdesk ticket
When a Helpdesk team has a Forum enabled, tickets submitted to that team can be converted to forum posts.
To do that, select a ticket, either from a team's pipeline or from {menuselection}Tickets --> All Tickets in the {guilabel}Helpdesk application.
At the top of the ticket detail form, click the {guilabel}Share on Forum button.
:alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk.
When clicked, a pop-up window appears. Here, the {guilabel}Forum post and {guilabel}Title can be
edited to correct any typos, or modified to remove any proprietary or client information.
{guilabel}Tags can also be added to help organize the post in the forum, making it easier for
users to locate during a search. When all adjustments have been made, click {guilabel}Create and View Post.
Create a Helpdesk ticket from a forum post
Forum posts submitted by portal users can be converted to Helpdesk tickets.
To create a ticket, navigate to a forum post, and click the {icon}fa-ellipsis-h
{guilabel}(ellipsis) icon. Then, click {guilabel}Create Ticket.
:alt: A forum post with the create ticket option visible.
This opens a {guilabel}Create Ticket pop-up. Make any necessary edits to the {guilabel}Create Ticket field. Then, confirm the {guilabel}Helpdesk Team the ticket should be assigned to.
Click {guilabel}Create & View Ticket or {guilabel}Create Ticket.
:::{note} The original forum post is linked in the chatter on the new ticket. :::
eLearning
Odoo eLearning courses offer customers additional training and content in the form of videos, presentations, and certifications/quizzes. Providing additional training enables customers to work through issues and find solutions on their own. They can also develop a deeper understanding of the services and products they are using.
Enable eLearning courses on a Helpdesk team
To enable eLearning courses on a Helpdesk team, go to {menuselection}Helpdesk app --> Configuration --> Helpdesk Teams and select a team, or create a {doc}new one <../../helpdesk>.
On the team's settings page, scroll to the {guilabel}Help Center section, and check the box next
to {guilabel}eLearning. A new field appears below, labeled {guilabel}Courses.
Click the empty field next to {guilabel}Courses beneath the {guilabel}eLearning feature to
reveal a drop-down menu. Select an available course from the drop-down menu, or type a title into
the field, and click {guilabel}Create and edit to create a new course from this page. Multiple
courses can be assigned to a single team.
Create an eLearning course
A new eLearning course can be created from the {guilabel}Helpdesk team's settings page, as in
the step above, or from the eLearning app.
To create a course directly through the eLearning application, navigate to
{menuselection}eLearning --> New. This reveals a blank course template that can be customized and
modified as needed.
On the course template page, add a {guilabel}Course Title, and below that, {guilabel}Tags.
Click on the {guilabel}Options tab.
Under {guilabel}Access Rights, select which users are able to view and enroll in the course.
The {guilabel}Show Course To field defines who can access the courses. The {guilabel}Enroll Policy field specifies how they can register for the course.
Under {guilabel}Display, choose the preferred course {guilabel}Type.
Add content to an eLearning course
To add content to a course, click the {guilabel}Content tab and select {guilabel}Add Content.
Choose the {guilabel}Content Type from the drop-down menu and upload the file, or paste the link,
where instructed. Click {guilabel}Save when finished. Click {guilabel}Add Section to organize
the course in sections.
:alt: View of a course being published for Odoo Helpdesk.
:::{note}
In order to add a certification to a course, go to {menuselection}eLearning --> Configuration --> Settings, check the box labeled {guilabel}Certifications, and {guilabel}Save to activate
the setting.
:::
:::{seealso} Odoo Tutorials: eLearning :::
Publish an eLearning course
To allow customers to enroll in a course, both the course and the contents must be published.
:::{tip} If the course is published, but the contents of the course are not published, customers can enroll in the course on the website, but they are not able to view any of the course content. Knowing this, it may be beneficial to publish the course first, if the course contents are intended to be released over time, such as classes with a weekly schedule. :::
To make the entire course available at once, each piece of course content must be published first, then the course can be published.
To publish a course, choose a course from the eLearning dashboard. On the course template page,
click the {guilabel}Go to Website smart button.
This will reveal the front end of the course's web page. At the top of the course web page, move
the {guilabel}Unpublished toggle switch to {guilabel}Published.
Publish eLearning course contents from the back-end
To publish eLearning course content from the back-end, choose a course from the eLearning
dashboard. On the course template page, click the {guilabel}Published Contents smart button.
Doing so reveals a separate page displaying all the published content related to that course. Remove
the default {guilabel}Published filter from the search bar in the upper-right corner, to reveal
all the content related to the course - even the non-published content.
Click the {icon}oi-view-list {guilabel}(list) icon to switch to list view.
While in list view, there is a checkbox on the far-left of the screen, above the listed courses, to
the left of the {guilabel}Title column title. When that checkbox is clicked, all the course
contents are selected at once.
With all the course content selected, click any of the boxes in the {guilabel}Is Published column.
This reveals a pop-up window, asking for confirmation that all selected records are intended to be
published. Click {guilabel}Confirm to automatically publish all course content.
:alt: View of a course contents being published in Odoo Helpdesk back-end.