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294 lines
14 KiB
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=======================
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Start receiving tickets
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=======================
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Odoo *Helpdesk* offers multiple channels where customers can reach out for assistance, such as
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email, live chat, and through a website's submission form. The variety of these contact options
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provides customers with multiple opportunities to receive support quickly, while also giving the
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support team the ability to manage multi-channel support tickets from one central location.
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Enable channel options to submit tickets
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========================================
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Go to :menuselection:`Helpdesk --> Configuration --> Teams` and choose an existing team, or click
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:guilabel:`New` to :doc:`create a new team <getting_started>`.
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On the team's settings page, scroll down to :guilabel:`Channels`. Select one or more channel(s) to
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enable by checking the respective box(es).
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- :guilabel:`Email Alias`
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- :guilabel:`Website Form`
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- :guilabel:`Live Chat`
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Email Alias
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-----------
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The *Email Alias* setting automatically creates tickets from messages sent to that team's
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specified email alias.
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To alter a *Helpdesk* team's email alias, navigate to the :guilabel:`Teams` settings page. Find
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:guilabel:`Email Alias`, under the :guilabel:`Channels` heading, and then type in the desired team
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alias in the field.
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When a new *Helpdesk* team is created, an :guilabel:`Email Alias` is created, as well. This alias
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can be changed in the :guilabel:`Alias` field.
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.. note::
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If the database does not have a custom domain already configured, click :guilabel:`Configure a
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custom domain` to be redirected to the :guilabel:`Settings` page. From there, enable
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:guilabel:`Custom Email Servers`.
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.. image:: receiving_tickets/receiving-tickets-email-alias.png
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:align: center
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:alt: View of the settings page of a helpdesk team emphasizing the email alias feature in Odoo
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Helpdesk.
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When an email is received, the subject line from the email becomes the title of a new *Helpdesk*
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ticket. The body of the email is also added to the ticket under the :guilabel:`Description` tab and
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in the ticket's :guilabel:`Chatter` section.
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.. important::
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The configuration steps outlined above are for **Odoo Online** and **Odoo.sh** databases. For
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**On-premise** databases, additional configuration for custom email servers and email aliases
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may be required.
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Website Form
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------------
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Enabling the *Website Form* setting adds a new page to the website with a customizable
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form. A new ticket is created once the required form fields are filled out and submitted.
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To activate the website form, navigate to a team's settings page under :menuselection:`Configuration
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--> Teams`. Find the :guilabel:`Website Form` feature under the :guilabel:`Channels` section, and
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check the box.
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After the feature is activated, click the :guilabel:`Go to Website` smart button at the top of the
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that :guilabel:`Teams` settings page to view and edit the new website form, which is created
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automatically by Odoo.
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.. note::
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After enabling the website form, the *Teams* settings page may need to be refreshed before the
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*Go to Website* smart button appears.
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As well, if a *Help Center* is published, the smart button will navigate there first. Simply click
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the :guilabel:`Contact Us` button at the bottom of the forum to navigate to the ticket submission
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form.
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.. image:: receiving_tickets/receiving-tickets-go-to-website.png
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:align: center
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:alt: View of the settings page of a helpdesk team emphasizing the Go to Website button in
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Odoo Helpdesk.
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Customize the website ticket form
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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To customize the default ticket submission form, click the :guilabel:`Edit` button in the upper
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right corner of the page. Then click on one of the fields in the form.
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Add, remove, or update fields as necessary to alter the information submitted by customers. Fields
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can be made marked as :guilabel:`Required`, by toggling the switch from gray to blue in the website
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builder's editor window, located under the :guilabel:`Field` section. As well, other pertinent field
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information can be edited here, such as:
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- :guilabel:`Type`: which matches an Odoo model value to the field (e.g. `Customer Name`).
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- :guilabel:`Input Type`: to determine what type of input the field should be, like `Text`, `Email`,
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`Telephone` or `URL`.
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- :guilabel:`Label`: to give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also
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control the label position on the form by using the nested :guilabel:`Position` options.
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- :guilabel:`Description`: which, optionally, adds an editable line under the input box to provide
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additional contextual information related to the field.
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- :guilabel:`Placeholder`: to add a sample input value.
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- :guilabel:`Default value`: to add common use case values that most customers would find valuable
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- :guilabel:`Required`: which sets the field as mandatory before the form can be submitted.
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- :guilabel:`Visibility`: to allow for absolute or conditional visibility of the field. Nested
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options, such as device visibility, appear when certain options are selected.
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.. tip::
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Text blocks can be added in the farthest 1/3 column of the ticket form page, next to the ticket
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form. This is an ideal place to include team information such as additional contact details,
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hours, or common helpful articles that link to the :guilabel:`Forum`.
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.. image:: receiving_tickets/receiving-tickets-web-form.png
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:align: center
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:alt: View of the unpublished website form to submit a ticket for Odoo Helpdesk.
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Once the form has been optimized and is ready for public use, :guilabel:`Save` the changes, and then
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publish the form by clicking on the :guilabel:`Unpublished` button.
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Live Chat
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---------
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The *Live Chat* feature allows website visitors to connect directly with a support agent or chatbot.
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During these conversations, *Helpdesk* tickets can be instantly created by using the
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:doc:`response command </applications/websites/livechat/responses>` `/helpdesk`.
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To enable *Live Chat*, navigate to the :menuselection:`Configuration --> Teams` list view, select a
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team, and on the :guilabel:`Teams` settings page, click the check box next to :guilabel:`Live Chat`,
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under the :guilabel:`Channels` heading.
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.. note::
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If this is the first time *Live Chat* has been enabled on the database, the page may need to be
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saved manually and refreshed before any further steps can be taken.
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With the :guilabel:`Live Chat` setting engaged, click on :guilabel:`View Channels`. Then, on the
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:guilabel:`Website Live Chat Channels` dashboard, select the kanban card for the channel that was
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created for the *Helpdesk* team, or create a :guilabel:`New` one if necessary. When a kanban card is
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selected, additional options await on the channel's form.
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Customize the live chat channel
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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When an individual channel is clicked on the :guilabel:`Website Live Chat Channels` dashboard, Odoo
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directs the page to the channel form. From there, the :guilabel:`Channel Name` can be edited,
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however Odoo names this to match the *Helpdesk* team's kanban pipeline, by default.
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.. example::
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If a *Helpdesk* team is named `Customer Care`, a *Live Chat* channel will be created with the
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same name.
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.. image:: receiving_tickets/receiving-tickets-live-chat-join-channel.png
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:align: center
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:alt: View of the kanban cards for the available Live Chat channels.
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On the channel form, navigate through the tabs to complete the setup.
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Add operators
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*************
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*Operators* are the users who will act as agents and respond to live chat requests from customers.
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The user who originally created the live chat channel will be added by default.
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To add additional users, navigate and click on the live chat channel from the :guilabel:`Website
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Live Chat Channels` dashboard, and on the :guilabel:`Operators` tab, click :guilabel:`ADD`.
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Then, click the check box next to the users to be added, and click :guilabel:`SELECT`.
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:guilabel:`New` operators can be created and added to the list, as well, by filling out the
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:guilabel:`Create Operators` form and then clicking :guilabel:`SAVE & CLOSE` (or :guilabel:`SAVE &
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NEW` for multiplerecord creations).
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As well, current operators can be edited or removed by clicking on their respective boxes in the
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:guilabel:`Operators` tab, and then adjusting their form values, or by using one of the form buttons
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located at the bottom of the form, such as :guilabel:`REMOVE`.
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.. tip::
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Users can add themselves as an operator by clicking the :guilabel:`Join` button on a *Live Chat*
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channel.
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Modify channel options
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**********************
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The :guilabel:`Options` tab contains the visual and text settings for the live chat window.
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Change the text in the :guilabel:`Text of the Button` field to update the greeting displayed in the
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text bubble when the live chat button appears on the website.
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Edit the :guilabel:`Welcome Message` to change the message a visitor sees when they open the chat
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window. This message will appear as though it is sent by a live chat operator, and should be an
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invitation to continue the conversation.
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Edit the :guilabel:`Chat Input Placeholder` to change the text that appears in the box where
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visitors will type their replies.
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Change the :guilabel:`Livechat Button Color` and the :guilabel:`Channel Header Color` by
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clicking a color bubble to open the color selection window. Click the refresh icon to the right of
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the color bubbles to reset the colors to the default selection.
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.. tip::
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Color selection, for the button or header, can be made manually, or through RGB, HSL or HEX code
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selection. Different options will be available, depending on your operating system.
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Create channel rules
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********************
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The :guilabel:`Channel Rules` tab determines when the live chat window opens on the website by logic
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of when a :guilabel:`URL Regex` action is triggered (e.g., a page visit).
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Edit existing rules, or create a new one by clicking :guilabel:`Add a line`, and fill out the pop-up
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form details based on how the rule should apply.
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If a :guilabel:`Chatbot` will be included on this channel, select it from the dropdown. If the
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chatbot will only be active when no operators are available, check the box labeled
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:guilabel:`Enabled only if no operator`.
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.. note::
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If a chatbot is added to a live chat channel, then 3 new smart buttons will appear on the channel
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settings form: :guilabel:`Chatbots`, :guilabel:`Sessions`, and :guilabel:`% Happy`.
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- The :guilabel:`Chatbots` smart button is where the chatbot can be programmed with a
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:guilabel:`Script`. Each line in the :guilabel:`Script` contains a :guilabel:`Message`,
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:guilabel:`Step Type`, :guilabel:`Answers`, and conditional :guilabel:`Only If` logic that
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applies when certain pre-filled answers are chosen. To create more steps in the
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:guilabel:`Script`, click :guilabel:`Add a line` and fill out the script steps form according
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to the desired logic.
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- :guilabel:`Sessions` is where live chat sessions are recorded in order of descending
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:guilabel:`Session Date`, by default. Each record includes the :guilabel:`Attendees` involved
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in the live chat session, the :guilabel:`# Messages`, as well as any :guilabel:`Rating` that
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was received when the session ended.
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- The :guilabel:`% Happy` smart button includes a log of ratings that were left by live chat
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attendees, and are labeled by date, time, and the support agent who was responsible for the
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live chat session.
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Add the URL for the pages this channel will be applied to in the :guilabel:`URL Regex` field. If
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this channel will only be available to users in specific countries, add them to the
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:guilabel:`Country` field. If this field is left blank, the channel will be available to all site
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visitors.
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.. image:: receiving_tickets/receiving-tickets-channel-rules.png
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:align: center
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:alt: View of the kanban cards for the available Live Chat channels.
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Use the live chat widget
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************************
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The :guilabel:`Widget` tab on the live chat channel form offers an embeddable website widget, or a
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shortcode for instant customer/supplier access to a live chat window.
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The live chat :guilabel:`Widget` can be applied to websites created through Odoo by navigating to
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the :menuselection:`Website --> Configuration --> Settings`. Then scroll to the :guilabel:`Live
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Chat` section, and select the channel to add to the site. Click :guilabel:`Save` to apply.
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To add the widget to a website created on a third-party platform, click :guilabel:`COPY` and paste
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the code into the `<head>` tag on the site.
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Likewise, to send a live chat session to a customer or supplier, click the second :guilabel:`COPY`
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button which contains a link to join directly.
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Create a support ticket from a live chat session
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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Once live chat is enabled, operators will be able to communicate with site visitors in real time.
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During the conversation, an operator can use the shortcut :doc:`command
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</applications/websites/livechat/responses>` `/helpdesk` to create a ticket without leaving
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the chat window. The transcript from the conversation will be added to the new ticket, under the
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:guilabel:`Description` tab.
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Prioritizing tickets
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====================
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All tickets include a :guilabel:`Priority` field. The highest priority tickets will appear at the
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top of the kanban and list views.
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.. image:: receiving_tickets/receiving-tickets-priority.png
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:align: center
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:alt: View of a team's kanban view and the prioritized tasks in Odoo Helpdesk.
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The priority levels are represented by stars:
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- 0 stars = *Low Priority*
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- 1 star = *Medium Priority*
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- 2 stars = *High Priority*
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- 3 stars = *Urgent*
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Tickets will be set to low priority (0 stars) by default. To change the priority level, select the
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appropriate number of stars on the kanban card, or on the ticket.
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.. warning::
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As priority levels can be used as criteria for assigning :doc:`SLAs <sla>`, changing the priority
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level of a ticket can alter the :abbr:`SLA (Service Level Agreement)` deadline.
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.. seealso::
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- :doc:`/applications/services/helpdesk/advanced/close_tickets`
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- :doc:`/applications/general/email_communication/email_servers`
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- :doc:`/applications/websites/livechat`
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