odoo12-addon-helpdesk-mgmt

=================== Helpdesk Management

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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/12.0/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/12.0/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/12.0/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/12.0/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/12.0/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/12.0/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/12.0/helpdesk_mgmt/static/description/Tickets01.PNG
   :alt: Create a new ticket
   :width: 600 px

Bug Tracker
===========

Bugs are tracked on `GitHub Issues <https://github.com/OCA/helpdesk/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 <https://github.com/OCA/helpdesk/issues/new?body=module:%20helpdesk_mgmt%0Aversion:%2012.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**>`_.

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 <https://www.domatix.com>`_:

  * Carlos Martínez
  * Catalin Airimitoaie
  * Álvaro López
  * Samuel Calvo

* `Adaptive City <https://www.adaptivecity.com>`_:

  * Aitor Bouzas

* `SDi Soluciones, S.L. <https://www.sdi.es>`_:

  * Oscar Soto
  * Jorge Luis Quinteros

* `C2i Change 2 improve <http://www.c2i.es>`_:

  * Eduardo Magdalena <[e-mail]>

* `Factor Libre <https://factorlibre.com>`_:

  * María Alhambra
  * Daniel Cano

* `Tecnativa <https://www.tecnativa.com>`_:

  * Pedro M. Baeza

* `Escodoo <https://www.escodoo.com.br>`_:

  * Marcel Savegnago <[e-mail]>
  * Eduardo Aparício <[e-mail]>

* `TAKOBI <https://takobi.online>`_:

  * Lorenzo Battistini

* `Open Source Integrators <https://www.opensourceintegrators.com>`_:

  * Bhavesh Odedra

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 <https://github.com/OCA/helpdesk/tree/12.0/helpdesk_mgmt>`_ project on GitHub.

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