65d71dd7be
RST cleanup to comply with the RST guidelines. This is required so we
can use "make test", as there are currently hundreds of errors. For now,
it is unusable because of the oldest code in this repo.
closes odoo/documentation#3589
X-original-commit: 7ae76bad42
Signed-off-by: Castillo Jonathan (jcs) <jcs@odoo.com>
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61 lines
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============================
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Reports for a Better Support
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============================
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An efficient customer service solution should have a built-in reporting option. Reports allow you to
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track trends, identify areas for improvement, manage employees’ workloads and, most importantly,
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meet your customer’s expectations.
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Cases
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=====
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Some examples of the reports Odoo Helpdesk can generate include:
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- The number of tickets *grouped by* team and ticket type.
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| In this manner, you are able to evaluate which ticket types have been the most frequent ones,
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plus the workload of your teams.
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| Apply *Time Ranges* if you would like to make comparisons to a *Previous Period* or a *Previous
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Year*.
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.. image:: reports/report_team_ticket_type.png
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:align: center
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:alt: View of a helpdesk ticket analysis by team and ticket type in Odoo Helpdesk
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- The number of tickets closed per day, per team.
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Get an overview of how many requests each team is closing per day in order to measure their
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performance. Identify productivity levels to understand how many requests they are able to handle.
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.. image:: reports/report_close_date_team.png
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:align: center
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:alt: View of a helpdesk ticket analysis by team and close date in Odoo Helpdesk
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.. tip::
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Filter it by *Assignee* to see Key Performance Indicators (KPI) per agent.
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- The number of hours tickets are taking to be solved, grouped by team and ticket type.
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Check if your expectations are met by *measuring* the *Time to close (hours)*. Your
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customers not only expect fast responses but they also want their issues to be handled quickly.
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.. image:: reports/report_time_to_close.png
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:align: center
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:alt: View of helpdesk ticket analysis of the hours to close by ticket type and team in
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Odoo Helpdesk
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Save filters
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============
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Save the filters you use the most and avoid having to reconstruct them every time they are
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needed. To do so, set the groups, filters, and measures needed. Then, go to *Favorites*.
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.. image:: reports/favorites.png
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:align: center
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:alt: View of helpdesk ticket analysis emphasizing the option to add a filter as a favorite one
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in Odoo Helpdesk
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.. seealso::
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- :doc:`receiving_tickets`
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- :doc:`sla`
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