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| 1 | +:banner: banners/helpdesk.jpg |
| 2 | + |
| 3 | +======== |
| 4 | +Expenses |
| 5 | +======== |
| 6 | + |
| 7 | +Overview |
| 8 | +======== |
| 9 | + |
| 10 | +Getting started with Odoo Helpdesk |
| 11 | +---------------------------------- |
| 12 | + |
| 13 | +Installing Odoo Helpdesk: |
| 14 | + |
| 15 | +Open the Apps module, search for "Helpdesk", and click install |
| 16 | + |
| 17 | +.. image:: media/helpdesk01.png |
| 18 | + :align: center |
| 19 | + |
| 20 | +Set up Helpdesk teams |
| 21 | +--------------------- |
| 22 | + |
| 23 | +By default, Odoo Helpdesk comes with a team installed called "Support" |
| 24 | + |
| 25 | +.. image:: media/helpdesk02.png |
| 26 | + :align: center |
| 27 | + |
| 28 | +To modify this team, or create additional teams, select "Configuration" |
| 29 | +in the purple bar and select "Settings" |
| 30 | + |
| 31 | +.. image:: media/helpdesk03.png |
| 32 | + :align: center |
| 33 | + |
| 34 | +Here you can create new teams, decide what team members to add to this |
| 35 | +team, how your customers can submit tickets and set up SLA policies and |
| 36 | +ratings. For the assignation method you can have tickets assigned |
| 37 | +randomly, balanced, or manually. |
| 38 | + |
| 39 | +How to set up different stages for each team |
| 40 | +-------------------------------------------- |
| 41 | + |
| 42 | +First you will need to activate the developer mode. To do this go to |
| 43 | +your settings module, and select the link for "Activate the developer |
| 44 | +mode" on the lower right-hand side. |
| 45 | + |
| 46 | +.. image:: media/helpdesk04.png |
| 47 | + :align: center |
| 48 | + |
| 49 | +Now, when you return to your Helpdesk module and select "Configuration" |
| 50 | +in the purple bar you will find additional options, like "Stages". Here |
| 51 | +you can create new stages and assign those stages to 1 or multiple teams |
| 52 | +allowing for customizable stages for each team! |
| 53 | + |
| 54 | +Start receiving tickets |
| 55 | +======================= |
| 56 | + |
| 57 | +How can my customers submit tickets? |
| 58 | +------------------------------------ |
| 59 | + |
| 60 | +Select "Configuration" in the purple bar and select "Settings", select |
| 61 | +your Helpdesk team. Under "Channels you will find 4 options: |
| 62 | + |
| 63 | +.. image:: media/helpdesk05.png |
| 64 | + :align: center |
| 65 | + |
| 66 | +Email Alias allows for customers to email the alias you choose to create |
| 67 | +a ticket. The subject line of the email with become the Subject on the |
| 68 | +ticket. |
| 69 | + |
| 70 | +.. image:: media/helpdesk06.png |
| 71 | + :align: center |
| 72 | + |
| 73 | +Website Form allows your customer to go to |
| 74 | +yourwebsite.com/helpdesk/support-1/submit and submit a ticket via a |
| 75 | +website form - much like odoo.com/help! |
| 76 | + |
| 77 | +.. image:: media/helpdesk07.png |
| 78 | + :align: center |
| 79 | + |
| 80 | +Live Chat allows your customers to submit a ticket via Live Chat on your |
| 81 | +website. Your customer will begin the live chat and your Live Chat |
| 82 | +Operator can create the ticket by using the command /helpdesk Subject of |
| 83 | +Ticket. |
| 84 | + |
| 85 | +.. image:: media/helpdesk08.png |
| 86 | + :align: center |
| 87 | + |
| 88 | +The final option to submit tickets is thru an API connection. View the |
| 89 | +documentation |
| 90 | +`*here* <https://www.odoo.com/documentation/10.0/api_integration.html>`__. |
| 91 | + |
| 92 | +Tickets have been created, now what? |
| 93 | +------------------------------------ |
| 94 | + |
| 95 | +Now your employees can start working on them! If you have selecting a |
| 96 | +manual assignation method then your employees will need to assign |
| 97 | +themselves to tickets using the "Assign To Me" button on the top left of |
| 98 | +a ticket or by adding themselves to the "Assigned to" field. |
| 99 | + |
| 100 | +.
F438
. image:: media/helpdesk09.png |
| 101 | + :align: center |
| 102 | + |
| 103 | +If you have selected "Random" or "Balanced" assignation method, your |
| 104 | +tickets will be assigned to a member of that Helpdesk team. |
| 105 | + |
| 106 | +From there they will begin working on resolving the tickets! When they |
| 107 | +are completed, they will move the ticket to the solved stage. |
| 108 | + |
| 109 | +How do I mark this ticket as urgent? |
| 110 | +------------------------------------ |
| 111 | + |
| 112 | +On your tickets you will see stars. You can determine how urgent a |
| 113 | +ticket is but selecting one or more stars on the ticket. You can do this |
| 114 | +in the Kanban view or on the ticket form. |
| 115 | + |
| 116 | +.. image:: media/helpdesk10.png |
| 117 | + :align: center |
| 118 | + |
| 119 | +To set up a Service Level Agreement Policy for your employees, first |
| 120 | +activate the setting under "Settings" |
| 121 | + |
| 122 | +.. image:: media/helpdesk11.png |
| 123 | + :align: center |
| 124 | + |
| 125 | +From here, select "Configure SLA Policies" and click "Create". |
| 126 | + |
| 127 | +You will fill in information like the Helpdesk team, what the minimum |
| 128 | +priority is on the ticket (the stars) and the targets for the ticket. |
| 129 | + |
| 130 | +.. image:: media/helpdesk12.png |
| 131 | + :align: center |
| 132 | + |
| 133 | +What if a ticket is blocked or is ready to be worked on? |
| 134 | +-------------------------------------------------------- |
| 135 | + |
| 136 | +If a ticket cannot be resolved or is blocked, you can adjust the "Kanban |
| 137 | +State" on the ticket. You have 3 options: |
| 138 | + |
| 139 | +- Grey - Normal State |
| 140 | + |
| 141 | +- Red - Blocked |
| 142 | + |
| 143 | +- Green - Ready for next stage |
| 144 | + |
| 145 | +Like the urgency stars you can adjust the state in the Kanban or on the |
| 146 | +Ticket form. |
| 147 | + |
| 148 | +.. image:: media/helpdesk13.png |
| 149 | + :align: center |
| 150 | + |
| 151 | +How can my employees log time against a ticket? |
| 152 | +----------------------------------------------- |
| 153 | + |
| 154 | +First, head over to "Settings" and select the option for "Timesheet on |
| 155 | +Ticket". You will see a field appear where you can select the project |
| 156 | +the timesheets will log against. |
| 157 | + |
| 158 | +.. image:: media/helpdesk14.png |
| 159 | + :align: center |
| 160 | + |
| 161 | +Now that you have selected a project, you can save. If you move back to |
| 162 | +your tickets, you will see a new tab called "Timesheets" |
| 163 | + |
| 164 | +.. image:: media/helpdesk15.png |
| 165 | + :align: center |
| 166 | + |
| 167 | +Here you employees can add a line to add work they have done for this |
| 168 | +ticket. |
| 169 | + |
| 170 | +How to allow your customers to rate the service they received |
| 171 | +------------------------------------------------------------- |
| 172 | + |
| 173 | +First, you will need to activate the ratings setting under "Settings" |
| 174 | + |
| 175 | +.. image:: media/helpdesk16.png |
| 176 | + :align: center |
| 177 | + |
| 178 | +Now, when a ticket is moved to its solved or completed stage, it will |
| 179 | +send an email to the customer asking how their service went. |
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