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+

Helpdesk Management

+ + +

Beta License: AGPL-3 OCA/helpdesk Translate me on Weblate Try me on Runbot

+

This module adds Helpdesk functionality in Odoo.

+

Table of contents

+ +
+

Configuration

+

To configure this module, you need to:

+
    +
  1. Edit or create new channels.
    2. +
  2. Edit or create new categories.
    3. +
  3. Edit or create new stages.
    4. +
  4. Edit or create new teams.
    5. +
  5. Edit or create new tags.
    6. +
+
+

Channels

+
    +
  1. Go to Helpdesk > Configuration > Channels to edit or create new channels.
    2. +
  2. Edit or create a channel.
    3. +
  3. Set the name for the channel.
    4. +
  4. You can also Activate or Deactivate channels.
    5. +
+
+Channels +
+
+
+

Categories

+
    +
  1. Go to Helpdesk > Configuration > Categories to edit or create new categories.
    2. +
  2. Edit or create a new category.
    3. +
  3. Set the name for the category.
    4. +
  4. You can also Activate or Deactivate categories.
    5. +
+
+Categories +
+
+
+

Stages

+
    +
  1. Go to Helpdesk > Configuration > Stages to edit or create new stages.
    2. +
  2. Edit or create a new stage.
    3. +
  3. Set the name for the stage.
    4. +
  4. Set the sequence order for the stage.
    5. +
  5. You can select an Email template.
    6. +
  6. Mark the Unattended checkbox if the stage contains unattended tickets.
    7. +
  7. Mark the Closed checkbox if the stage contains closed tickets.
    8. +
  8. You can add a description for the stage.
    9. +
  9. You can also Activate or Deactivate stages.
    10. +
+
+Stages +
+

You can also sort the stage sequence if you move up or down the stages in the list view.

+
+
+

Teams

+
    +
  1. Go to Helpdesk > Configuration > Teams to edit or create new teams.
    2. +
  2. Edit or create a new team.
    3. +
  3. Set the name for the team.
    4. +
  4. Add the teams members.
    5. +
  5. You can also Activate or Deactivate teams.
    6. +
+
+Teams +
+
+
+

Tags

+
    +
  1. Go to Helpdesk > Configuration > Ticket Tags to edit or create new tags.
    2. +
  2. Edit or create a new tag.
    3. +
  3. Set the name for the tag.
    4. +
  4. Set the color index for the tag.
    5. +
  5. You can also Activate or Deactivate tags.
    6. +
+
+Ticket Tags +
+
+
+
+

Usage

+
    +
  1. Go to Helpdesk or Helpdesk > Dashboard to see the tickets dashboard
    2. +
  2. In the Kanban view, click in the kanban card of a team to see their tickets and create new ones.
    3. +
+
+Kanban view +
+

To create a new ticket from the kanban view:

+
    +
  1. Press Create button or click on the plus icon at the top of the column of a stage.
    2. +
  2. Set the name or subject for the ticket.
    3. +
  3. Select the team that will manage the ticket.
    4. +
  4. You can select a user to assign the ticket.
    5. +
  5. Set the priority of the ticket.
    6. +
  6. Select the partner, and you can also set the partner name and email.
    7. +
  7. You can select a category and set tags for the ticket.
    8. +
  8. Add a description.
    9. +
  9. You can also attach files to the ticket.
    10. +
+
+Create a new ticket +
+
+
+

Bug Tracker

+

Bugs are tracked on GitHub Issues. +In case of trouble, please check there if your issue has already been reported. +If you spotted it first, help us smashing it by providing a detailed and welcomed +feedback.

+

Do not contact contributors directly about support or help with technical issues.

+
+
+

Credits

+
+

Authors

+
    +
  • AdaptiveCity
    • +
  • C2i Change 2 Improve
    • +
  • Domatix
    • +
  • Factor Libre
    • +
  • SDi Soluciones
    • +
+
+
+

Contributors

+ +
+
+

Maintainers

+

This module is maintained by the OCA.

+Odoo Community Association +

OCA, or the Odoo Community Association, is a nonprofit organization whose +mission is to support the collaborative development of Odoo features and +promote its widespread use.

+

This module is part of the OCA/helpdesk project on GitHub.

+

You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.

+
+
+
+ + -- cgit v1.2.3