366 lines
16 KiB
Markdown
366 lines
16 KiB
Markdown
---
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substitutions:
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plus: '{icon}`fa-plus` {guilabel}`(plus)` icon'
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---
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# Help Center
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Odoo **Helpdesk** integrates with the **Forums**, **eLearning**, and **Knowledge** apps to create
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the *Help Center*. The *Help Center* is a centralized location where teams and customers can search
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for and share detailed information about products and services.
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```{image} help_center/help-center-enable-features.png
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:alt: Overview of the settings page of a team emphasizing the Help Center features.
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```
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## Configuration
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To activate any of the *Help Center* features on a *Helpdesk* team, go to {menuselection}`Helpdesk
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app --> Configuration --> Helpdesk Teams` and select a team, or create a {doc}`new one
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<../../helpdesk>`. Verify the {guilabel}`Visibility` of the team is set to {guilabel}`Invited portal
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users and all internal users (public)` in the {guilabel}`Visibility & Assignment` section.
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Additionally, the {guilabel}`Website Form` option on the **Helpdesk** team form **must** be enabled
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to activate any of the *Help Center* features. When one or more of the *Help Center* features is
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enabled, the {guilabel}`Website Form` is automatically enabled, as well.
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:::{danger}
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Since all of the *Help Center* features require integration with other applications, enabling any
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of them may result in the installation of additional modules or applications.
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Installing a new application on a *One-App-Free* database will trigger a 15-day trial. At the end
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of the trial, if a [paid subscription](https://www.odoo.com/pricing) has **not** been added to
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the database, it will no longer be active or accessible.
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:::
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:::{seealso}
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{doc}`Helpdesk Overview <../../helpdesk>`
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:::
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## Knowledge
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Odoo's **Knowledge** application is a collaborative library, where users can store, edit, and share
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information. The **Knowledge** app can be used to publish user guides and {abbr}`FAQs (Frequently
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Asked Questions)` with customers externally, while also collaborating internally on shared
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documents.
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The **Knowledge** app is accessible throughout the database by clicking on the {guilabel}`Knowledge
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(bookmark)` icon.
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:::{figure} help_center/help-center-knowledge-bookmark-icon.png
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:alt: View of a message in Helpdesk focusing on the Knowledge bookmark icon.
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The Knowledge app is represented by the bookmark icon.
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:::
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### Enable Knowledge on a Helpdesk team
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To enable the **Knowledge** feature on a *Helpdesk* team, go to {menuselection}`Helpdesk app -->
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Configuration --> Helpdesk Teams` and select a team, or create a {doc}`new one <../../helpdesk>`.
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When a team has been selected or created, Odoo displays that team's detail form.
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On the team's detail form, scroll down to the {guilabel}`Help Center` section. Then, click the box
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next to {guilabel}`Knowledge` to activate the **Knowledge** feature. When clicked, a new field
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labeled, {guilabel}`Article` appears.
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Clicking the {guilabel}`Article` field reveals a drop-down menu. At first, there is only one option
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in the drop-down menu titled {guilabel}`Help`, which Odoo provides by default. Select
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{guilabel}`Help` from the drop-down menu to choose this article.
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:::{tip}
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To create a new article, go to the {menuselection}`Knowledge app`, then hover the cursor next to
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the {guilabel}`Workspace` section heading, located in the left sidebar. Moving the cursor there
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reveals a hidden {{ plus }}.
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Click the {{ plus }} to create a new article in the {guilabel}`Workspace`. Click the
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{icon}`fa-share-alt` {guilabel}`Share` icon, and slide the {guilabel}`Share to Web` toggle switch
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until it reads {guilabel}`Article Published`. It can then be added to a **Helpdesk** team.
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:::
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Once an article has been created and assigned to a **Helpdesk** team, content can be added and
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organized through the **Knowledge** app.
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:::{seealso}
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{doc}`Editing Knowledge articles <../../../productivity/knowledge/articles_editing>`
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:::
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### Search articles from a Helpdesk ticket
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When members of a **Helpdesk** team are trying to solve a ticket, they can search through the
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content in the **Knowledge** app for more information on the issue.
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To search **Knowledge** articles, open a ticket — either from the **Helpdesk** app dashboard, or by
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going to {menuselection}`Helpdesk app --> Tickets --> All Tickets`, then select a ticket from the
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list.
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When a ticket is selected, Odoo reveals that ticket's detail form.
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Click the {guilabel}`Knowledge (bookmark)` icon, located at the top-right of the page, to open a
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pop-up search window.
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```{image} help_center/help-center-knowledge-search.png
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:alt: View of knowledge search window from a helpdesk ticket.
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```
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:::{tip}
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**Knowledge** articles can also be searched by pressing {command}`Ctrl + K` to open the command
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palette, then typing {kbd}`?`, followed by the name of the desired article.
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:::
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When Odoo reveals the desired article, click it, or highlight the {guilabel}`Article` title, and
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press {command}`Enter`. This will open the article in the {guilabel}`Knowledge` application.
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To open the article in a new tab, press {command}`Ctrl + Enter`.
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:::{tip}
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If a more in-depth search is required, press {command}`Alt + B`. That reveals a separate page, in
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which a more detailed search can occur.
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:::
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#### Share an article to the Help Center
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To make a **Knowledge** article available to customers and website visitors, it **must** be
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published.
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:::{important}
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Even though the *Help* article has been enabled on a team, Odoo does **not** share all the nested
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articles to the web. Individual articles intended for customers **must** be published for them to
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be viewable on the website.
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:::
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To publish an article, navigate to the desired article, by following the above steps, and click the
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{icon}`fa-share-alt` {guilabel}`Share` icon. This reveals a menu. Slide the toggle button labeled
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{guilabel}`Share to Web` to read {guilabel}`Article Published`.
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```{image} help_center/help-center-knowledge-sharing.png
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:alt: View of a knowledge article focused on sharing and publishing options.
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```
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### Solve tickets with a clipboard box
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*Clipboard* boxes can be added to **Knowledge** articles to allow content to be reused, copied, sent
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as messages, or added to the description on a ticket. This allows teams to maintain consistency when
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answering customer tickets, and minimize the amount of time spent on responding to repeat questions.
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#### Add clipboard boxes to articles
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To create a clipboard box, go to {menuselection}`Knowledge app --> Help`. Click on an existing
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nested article or create a new one by clicking the {{ plus }} next to *Help*.
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Type {kbd}`/` to open the *powerbox*, and view a drop-down list of {doc}`commands
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<../../../productivity/knowledge/articles_editing>`. Select or type {kbd}`clipboard`. A gray block
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is then added to the page. Add any necessary content to this block.
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```{image} help_center/help-center-knowledge-clipboard-options.png
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:alt: View of a clipboard in knowledge with focus on send and copy options.
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```
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:::{note}
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Clipboard boxes only display the {guilabel}`Use as description` or {guilabel}`Send as Message`
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options if they are accessed directly from the **Helpdesk**.
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:::
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#### Use clipboard boxes in tickets
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Clipboard boxes can be used to respond directly to a **Helpdesk** ticket as a message, or to add
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information to the ticket's description.
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To use clipboard boxes in a **Helpdesk** ticket, first, open a ticket, either from the
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{guilabel}`Helpdesk` dashboard or by going to {menuselection}`Helpdesk app --> Tickets --> All
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Tickets` and selecting a ticket from the list.
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Click on the {guilabel}`Knowledge (bookmark)` icon in the top-right corner. This opens a search
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window. In this search window, select, or search, for the desired article. Doing so reveals that
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article page in the Odoo **Knowledge** application.
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To use a clipboard box to respond to a ticket, click {guilabel}`Send as message` in the upper-right
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corner of the clipboard box, located in the body of the article.
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Doing so opens a {guilabel}`Compose Email` pop-up window. In this window, select the recipients,
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make any necessary additions or edits to the clipboard content, then click {guilabel}`Send`.
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:::{tip}
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To use a clipboard box to add information to a ticket's description, click {guilabel}`Use as
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description` in the upper-right corner of the clipboard box, located in the body of the article.
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Doing so does **not** replace the existing text in a ticket's description. The content from the
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clipboard box is added as additional text.
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:::
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(helpdesk-forum)=
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## Community Forum
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A *Community Forum* provides a space for customers to answer each other's questions and share
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information. By integrating a forum with a **Helpdesk** team, tickets submitted by customers can be
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converted to posts and shared.
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### Enable forums on a Helpdesk team
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To enable {guilabel}`Community Forums` on a **Helpdesk** team, start by navigating to
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{menuselection}`Helpdesk app --> Configuration --> Helpdesk Teams` and select a team, or create a
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{doc}`new one <../../helpdesk>`.
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Selecting or creating a team reveals that team's detail form. Scroll down to the {guilabel}`Help
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Center` section of features, and enable {guilabel}`Community Forum`, by checking the box beside it.
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When activated, a new field labeled {guilabel}`Forums` appears beneath.
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Click the empty {guilabel}`Forums` field to reveal a drop-down menu. By default, there is only one
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option to begin with, labeled {guilabel}`Help`. That is the option Odoo automatically created when
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the {guilabel}`Community Forums` feature was enabled. Select {guilabel}`Help` from the drop-down
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menu to enable that forum.
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To create a new forum, type a name into the blank {guilabel}`Forums` field, then click the
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{guilabel}`Create and Edit` option. Multiple forums can be selected in this field.
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:::{seealso}
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{doc}`Forum documentation <../../../websites/forum>`
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:::
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### Create a forum post from a Helpdesk ticket
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When a **Helpdesk** team has a *Forum* enabled, tickets submitted to that team can be converted to
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forum posts.
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To do that, select a ticket, either from a team's pipeline or from {menuselection}`Tickets --> All
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Tickets` in the {guilabel}`Helpdesk` application.
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At the top of the ticket detail form, click the {guilabel}`Share on Forum` button.
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```{image} help_center/help-center-share-on-forum.png
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:alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk.
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```
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When clicked, a pop-up window appears. Here, the {guilabel}`Forum` post and {guilabel}`Title` can be
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edited to correct any typos, or modified to remove any proprietary or client information.
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{guilabel}`Tags` can also be added to help organize the post in the forum, making it easier for
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users to locate during a search. When all adjustments have been made, click {guilabel}`Create and
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View Post`.
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### Create a Helpdesk ticket from a forum post
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Forum posts submitted by portal users can be converted to **Helpdesk** tickets.
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To create a ticket, navigate to a forum post, and click the {icon}`fa-ellipsis-h`
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{guilabel}`(ellipsis)` icon. Then, click {guilabel}`Create Ticket`.
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```{image} help_center/help-center-create-ticket.png
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:alt: A forum post with the create ticket option visible.
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```
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This opens a {guilabel}`Create Ticket` pop-up. Make any necessary edits to the {guilabel}`Create
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Ticket` field. Then, confirm the {guilabel}`Helpdesk Team` the ticket should be assigned to.
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Click {guilabel}`Create & View Ticket` or {guilabel}`Create Ticket`.
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:::{note}
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The original forum post is linked in the chatter on the new ticket.
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:::
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## eLearning
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Odoo **eLearning** courses offer customers additional training and content in the form of videos,
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presentations, and certifications/quizzes. Providing additional training enables customers to work
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through issues and find solutions on their own. They can also develop a deeper understanding of the
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services and products they are using.
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### Enable eLearning courses on a Helpdesk team
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To enable **eLearning** courses on a **Helpdesk** team, go to {menuselection}`Helpdesk app -->
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Configuration --> Helpdesk Teams` and select a team, or create a {doc}`new one <../../helpdesk>`.
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On the team's settings page, scroll to the {guilabel}`Help Center` section, and check the box next
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to {guilabel}`eLearning`. A new field appears below, labeled {guilabel}`Courses`.
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Click the empty field next to {guilabel}`Courses` beneath the {guilabel}`eLearning` feature to
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reveal a drop-down menu. Select an available course from the drop-down menu, or type a title into
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the field, and click {guilabel}`Create and edit` to create a new course from this page. Multiple
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courses can be assigned to a single team.
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### Create an eLearning course
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A new **eLearning** course can be created from the {guilabel}`Helpdesk` team's settings page, as in
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the step above, or from the **eLearning** app.
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To create a course directly through the **eLearning** application, navigate to
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{menuselection}`eLearning --> New`. This reveals a blank course template that can be customized and
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modified as needed.
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On the course template page, add a {guilabel}`Course Title`, and below that, {guilabel}`Tags`.
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Click on the {guilabel}`Options` tab.
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Under {guilabel}`Access Rights`, select which users are able to view and enroll in the course.
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The {guilabel}`Show Course To` field defines who can access the courses. The {guilabel}`Enroll
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Policy` field specifies how they can register for the course.
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Under {guilabel}`Display`, choose the preferred course {guilabel}`Type`.
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#### Add content to an eLearning course
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To add content to a course, click the {guilabel}`Content` tab and select {guilabel}`Add Content`.
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Choose the {guilabel}`Content Type` from the drop-down menu and upload the file, or paste the link,
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where instructed. Click {guilabel}`Save` when finished. Click {guilabel}`Add Section` to organize
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the course in sections.
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```{image} help_center/help-center-elearning-course-contents-page.png
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:alt: View of a course being published for Odoo Helpdesk.
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```
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:::{note}
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In order to add a certification to a course, go to {menuselection}`eLearning --> Configuration
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--> Settings`, check the box labeled {guilabel}`Certifications`, and {guilabel}`Save` to activate
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the setting.
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:::
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:::{seealso}
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[Odoo Tutorials: eLearning](https://www.odoo.com/slides/elearning-56)
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:::
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### Publish an eLearning course
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To allow customers to enroll in a course, both the course and the contents **must** be published.
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:::{tip}
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If the course is published, but the contents of the course are **not** published, customers can
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enroll in the course on the website, but they are **not** able to view any of the course content.
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Knowing this, it may be beneficial to publish the course first, if the course contents are
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intended to be released over time, such as classes with a weekly schedule.
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:::
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To make the entire course available at once, each piece of course content must be published first,
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then the course can be published.
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To publish a course, choose a course from the **eLearning** dashboard. On the course template page,
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click the {guilabel}`Go to Website` smart button.
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This will reveal the front end of the course's web page. At the top of the course web page, move
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the {guilabel}`Unpublished` toggle switch to {guilabel}`Published`.
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#### Publish eLearning course contents from the back-end
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To publish **eLearning** course content from the back-end, choose a course from the **eLearning**
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dashboard. On the course template page, click the {guilabel}`Published Contents` smart button.
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Doing so reveals a separate page displaying all the published content related to that course. Remove
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the default {guilabel}`Published` filter from the search bar in the upper-right corner, to reveal
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all the content related to the course - even the non-published content.
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Click the {icon}`oi-view-list` {guilabel}`(list)` icon to switch to list view.
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While in list view, there is a checkbox on the far-left of the screen, above the listed courses, to
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the left of the {guilabel}`Title` column title. When that checkbox is clicked, all the course
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contents are selected at once.
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With all the course content selected, click any of the boxes in the {guilabel}`Is Published` column.
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This reveals a pop-up window, asking for confirmation that all selected records are intended to be
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published. Click {guilabel}`Confirm` to automatically publish all course content.
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```{image} help_center/help-center-elearning-publish-back-end.png
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:alt: View of a course contents being published in Odoo Helpdesk back-end.
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```
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