=================== Helpdesk Management =================== .. !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !! This file is generated by oca-gen-addon-readme !! !! changes will be overwritten. !! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! .. |badge1| image:: https://img.shields.io/badge/maturity-Beta-yellow.png :target: https://odoo-community.org/page/development-status :alt: Beta .. |badge2| image:: https://img.shields.io/badge/licence-AGPL--3-blue.png :target: http://www.gnu.org/licenses/agpl-3.0-standalone.html :alt: License: AGPL-3 .. |badge3| image:: https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github :target: https://github.com/OCA/helpdesk/tree/14.0/helpdesk_mgmt :alt: OCA/helpdesk .. |badge4| image:: https://img.shields.io/badge/weblate-Translate%20me-F47D42.png :target: https://translation.odoo-community.org/projects/helpdesk-14-0/helpdesk-14-0-helpdesk_mgmt :alt: Translate me on Weblate .. |badge5| image:: https://img.shields.io/badge/runbot-Try%20me-875A7B.png :target: https://runbot.odoo-community.org/runbot/282/14.0 :alt: Try me on Runbot |badge1| |badge2| |badge3| |badge4| |badge5| This module adds Helpdesk functionality in Odoo. **Table of contents** .. contents:: :local: Configuration ============= To configure this module, you need to: #. Edit or create new channels. #. Edit or create new categories. #. Edit or create new stages. #. Edit or create new teams. #. Edit or create new tags. Channels ~~~~~~~~ #. Go to *Helpdesk > Configuration > Channels* to edit or create new channels. #. Edit or create a channel. #. Set the name for the channel. #. You can also Activate or Deactivate channels. .. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Channels.PNG :alt: Channels :width: 600 px Categories ~~~~~~~~~~ #. Go to *Helpdesk > Configuration > Categories* to edit or create new categories. #. Edit or create a new category. #. Set the name for the category. #. You can also Activate or Deactivate categories. .. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Categories.PNG :alt: Categories :width: 600 px Stages ~~~~~~ #. Go to *Helpdesk > Configuration > Stages* to edit or create new stages. #. Edit or create a new stage. #. Set the name for the stage. #. Set the sequence order for the stage. #. You can select an Email template. #. Mark the Unattended checkbox if the stage contains unattended tickets. #. Mark the Closed checkbox if the stage contains closed tickets. #. You can add a description for the stage. #. You can also Activate or Deactivate stages. .. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Stages.PNG :alt: Stages :width: 600 px You can also sort the stage sequence if you move up or down the stages in the list view. Teams ~~~~~ #. Go to *Helpdesk > Configuration > Teams* to edit or create new teams. #. Edit or create a new team. #. Set the name for the team. #. Add the teams members. #. You can also Activate or Deactivate teams. .. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Teams.PNG :alt: Teams :width: 600 px Tags ~~~~ #. Go to *Helpdesk > Configuration > Ticket Tags* to edit or create new tags. #. Edit or create a new tag. #. Set the name for the tag. #. Set the color index for the tag. #. You can also Activate or Deactivate tags. .. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Tags.PNG :alt: Ticket Tags :width: 600 px Usage ===== #. Go to *Helpdesk* or *Helpdesk > Dashboard* to see the tickets dashboard #. In the Kanban view, click in the kanban card of a team to see their tickets and create new ones. .. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Tickets_Kanban.PNG :alt: Kanban view :width: 600 px To create a new ticket from the kanban view: #. Press *Create* button or click on the plus icon at the top of the column of a stage. #. Set the name or subject for the ticket. #. Select the team that will manage the ticket. #. You can select a user to assign the ticket. #. Set the priority of the ticket. #. Select the partner, and you can also set the partner name and email. #. You can select a category and set tags for the ticket. #. Add a description. #. You can also attach files to the ticket. .. figure:: https://raw.githubusercontent.com/OCA/helpdesk/14.0/helpdesk_mgmt/static/description/Tickets01.PNG :alt: Create a new ticket :width: 600 px 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 ~~~~~~~~~~~~ * `Domatix `_: * Carlos Martínez * Catalin Airimitoaie * Álvaro López * Samuel Calvo * `Adaptive City `_: * Aitor Bouzas * `SDi Soluciones, S.L. `_: * Oscar Soto * Jorge Luis Quinteros * `C2i Change 2 improve `_: * Eduardo Magdalena * `Factor Libre `_: * María Alhambra * Daniel Cano * `Tecnativa `_: * Pedro M. Baeza * `ID42 Sistemas `_: * Marcel Savegnago * Eduardo Aparício * `Obertix `_: * Vicent Cubells * `Solvos `_: * David Alonso Maintainers ~~~~~~~~~~~ This module is maintained by the OCA. .. image:: https://odoo-community.org/logo.png :alt: Odoo Community Association :target: https://odoo-community.org 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.