e3fee2cf46
Prior to this commit, the Odoo documentation was mainly split between
two repositories: odoo/odoo/doc and odoo/documentation-user. Some bits
of documentation were also hosted elsewhere (e.g., wiki, upgrade, ...).
This was causing several problems among which:
- The theme, config, Makefile, and similar technical resources had to
be duplicated. This resulted in inconsistent layout, features, and
build environments from one documentation to another.
- Some pages did not fit either documentation as they were relevant
for both users and developers. Some were relevant to neither of the
two (e.g., DB management).
- Cross-doc references had to be absolute links and they broke often.
- Merging large image files in the developer documentation would bloat
the odoo/odoo repository. Some contributions had to be lightened to
avoid merging too many images (e.g., Odoo development tutorials).
- Long-time contributors to the user documentation were chilly about
going through the merging process of the developer documentation
because of the runbot, mergebot, `odoo-dev` repository, etc.
- Some contributors would look for the developer documentation in the
`odoo/documentation-user` repository.
- Community issues about the user documentation were submitted on the
`odoo/odoo` repository and vice-versa.
Merging all documentations in one repository will allow us to have one
place, one theme, one work process, and one set of tools (build
environment, ...) for all of the Odoo docs.
As this is a good opportunity to revamp the layout of the documentation,
a brand new theme replaces the old one. It features a new way to
navigate the documentation, centered on the idea of always letting the
reader know what is the context (enclosing section, child pages, page
structure ...) of the page they are reading. The previous theme would
quickly confuse readers as they navigated the documentation and followed
cross-application links.
The chance is also taken to get rid of all the technical dangling parts,
performance issues, and left-overs. Except for some page-specific JS
scripts, the Odoo theme Sphinx extension is re-written from scratch
based on the latest Sphinx release to benefit from the improvements and
ease future contributions.
task-2351938
task-2352371
task-2205684
task-2352544
Closes #945
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5.3 KiB
ReStructuredText
178 lines
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==============================
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Get started with Odoo Helpdesk
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==============================
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Overview
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========
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Getting started with Odoo Helpdesk
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----------------------------------
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Installing Odoo Helpdesk:
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Open the Apps module, search for "Helpdesk", and click install
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.. image:: media/helpdesk01.png
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:align: center
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Set up Helpdesk teams
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---------------------
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By default, Odoo Helpdesk comes with a team installed called "Support"
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.. image:: media/helpdesk02.png
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:align: center
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To modify this team, or create additional teams, select "Configuration"
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in the purple bar and select "Settings"
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.. image:: media/helpdesk03.png
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:align: center
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Here you can create new teams, decide what team members to add to this
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team, how your customers can submit tickets and set up SLA policies and
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ratings. For the assignation method you can have tickets assigned
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randomly, balanced, or manually.
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How to set up different stages for each team
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--------------------------------------------
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First you will need to activate the developer mode. To do this go to
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your settings module, and select the link for "Activate the developer
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mode" on the lower right-hand side.
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.. image:: media/helpdesk04.png
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:align: center
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Now, when you return to your Helpdesk module and select "Configuration"
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in the purple bar you will find additional options, like "Stages". Here
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you can create new stages and assign those stages to 1 or multiple teams
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allowing for customizable stages for each team!
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Start receiving tickets
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=======================
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How can my customers submit tickets?
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------------------------------------
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Select "Configuration" in the purple bar and select "Settings", select
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your Helpdesk team. Under "Channels you will find 4 options:
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.. image:: media/helpdesk05.png
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:align: center
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Email Alias allows for customers to email the alias you choose to create
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a ticket. The subject line of the email with become the Subject on the
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ticket.
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.. image:: media/helpdesk06.png
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:align: center
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Website Form allows your customer to go to
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yourwebsite.com/helpdesk/support-1/submit and submit a ticket via a
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website form - much like odoo.com/help!
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.. image:: media/helpdesk07.png
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:align: center
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Live Chat allows your customers to submit a ticket via Live Chat on your
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website. Your customer will begin the live chat and your Live Chat
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Operator can create the ticket by using the command /helpdesk Subject of
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Ticket.
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.. image:: media/helpdesk08.png
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:align: center
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The final option to submit tickets is thru an API connection. View the
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documentation
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`*here* <https://www.odoo.com/documentation/12.0/webservices/odoo.html>`__.
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Tickets have been created, now what?
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------------------------------------
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Now your employees can start working on them! If you have selecting a
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manual assignation method then your employees will need to assign
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themselves to tickets using the "Assign To Me" button on the top left of
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a ticket or by adding themselves to the "Assigned to" field.
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.. image:: media/helpdesk09.png
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:align: center
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If you have selected "Random" or "Balanced" assignation method, your
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tickets will be assigned to a member of that Helpdesk team.
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From there they will begin working on resolving the tickets! When they
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are completed, they will move the ticket to the solved stage.
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How do I mark this ticket as urgent?
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------------------------------------
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On your tickets you will see stars. You can determine how urgent a
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ticket is but selecting one or more stars on the ticket. You can do this
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in the Kanban view or on the ticket form.
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.. image:: media/helpdesk10.png
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:align: center
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To set up a Service Level Agreement Policy for your employees, first
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activate the setting under "Settings"
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.. image:: media/helpdesk11.png
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:align: center
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From here, select "Configure SLA Policies" and click "Create".
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You will fill in information like the Helpdesk team, what the minimum
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priority is on the ticket (the stars) and the targets for the ticket.
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.. image:: media/helpdesk12.png
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:align: center
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What if a ticket is blocked or is ready to be worked on?
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--------------------------------------------------------
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If a ticket cannot be resolved or is blocked, you can adjust the "Kanban
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State" on the ticket. You have 3 options:
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- Grey - Normal State
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- Red - Blocked
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- Green - Ready for next stage
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Like the urgency stars you can adjust the state in the Kanban or on the
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Ticket form.
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.. image:: media/helpdesk13.png
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:align: center
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How can my employees log time against a ticket?
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-----------------------------------------------
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First, head over to "Settings" and select the option for "Timesheet on
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Ticket". You will see a field appear where you can select the project
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the timesheets will log against.
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.. image:: media/helpdesk14.png
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:align: center
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Now that you have selected a project, you can save. If you move back to
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your tickets, you will see a new tab called "Timesheets"
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.. image:: media/helpdesk15.png
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:align: center
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Here you employees can add a line to add work they have done for this
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ticket.
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How to allow your customers to rate the service they received
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-------------------------------------------------------------
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First, you will need to activate the ratings setting under "Settings"
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.. image:: media/helpdesk16.png
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:align: center
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Now, when a ticket is moved to its solved or completed stage, it will
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send an email to the customer asking how their service went.
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