<h1 class="title">Helpdesk Management</h1> <p><a class="reference external" href="https://odoo-community.org/page/development-status"><img alt="Beta" src="https://img.shields.io/badge/maturity-Beta-yellow.png" /></a> <a class="reference external" href="http://www.gnu.org/licenses/agpl-3.0-standalone.html"><img alt="License: AGPL-3" src="https://img.shields.io/badge/licence-AGPL--3-blue.png" /></a> <a class="reference external" href="https://github.com/OCA/helpdesk/tree/15.0/helpdesk_mgmt"><img alt="OCA/helpdesk" src="https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github" /></a> <a class="reference external" href="https://translation.odoo-community.org/projects/helpdesk-15-0/helpdesk-15-0-helpdesk_mgmt"><img alt="Translate me on Weblate" src="https://img.shields.io/badge/weblate-Translate%20me-F47D42.png" /></a> <a class="reference external" href="https://runbot.odoo-community.org/runbot/282/15.0"><img alt="Try me on Runbot" src="https://img.shields.io/badge/runbot-Try%20me-875A7B.png" /></a></p> <p>This module adds Helpdesk functionality in Odoo.</p> <p><strong>Table of contents</strong></p> <div class="contents local topic" id="contents"> <ul class="simple"> <li><a class="reference internal" href="#configuration" id="id1">Configuration</a><ul> <li><a class="reference internal" href="#channels" id="id2">Channels</a></li> <li><a class="reference internal" href="#categories" id="id3">Categories</a></li> <li><a class="reference internal" href="#stages" id="id4">Stages</a></li> <li><a class="reference internal" href="#teams" id="id5">Teams</a></li> <li><a class="reference internal" href="#tags" id="id6">Tags</a></li> </ul> </li> <li><a class="reference internal" href="#usage" id="id7">Usage</a></li> <li><a class="reference internal" href="#bug-tracker" id="id8">Bug Tracker</a></li> <li><a class="reference internal" href="#credits" id="id9">Credits</a><ul> <li><a class="reference internal" href="#authors" id="id10">Authors</a></li> <li><a class="reference internal" href="#contributors" id="id11">Contributors</a></li> <li><a class="reference internal" href="#maintainers" id="id12">Maintainers</a></li> </ul> </li> </ul> </div> <a name="configuration"></a> <h2><a class="toc-backref" href="#id1">Configuration</a></h2> <p>To configure this module, you need to:</p> <ol class="arabic simple"> <li>Edit or create new channels.</li> <li>Edit or create new categories.</li> <li>Edit or create new stages.</li> <li>Edit or create new teams.</li> <li>Edit or create new tags.</li> </ol> <a name="channels"></a> <h3><a class="toc-backref" href="#id2">Channels</a></h3> <ol class="arabic simple"> <li>Go to <em>Helpdesk &gt; Configuration &gt; Channels</em> to edit or create new channels.</li> <li>Edit or create a channel.</li> <li>Set the name for the channel.</li> <li>You can also Activate or Deactivate channels.</li> </ol> <div class="figure"> <img alt="Channels" src="https://raw.githubusercontent.com/OCA/helpdesk/15.0/helpdesk_mgmt/static/description/Channels.PNG" style="width: 600px;" /> </div> <a name="categories"></a> <h3><a class="toc-backref" href="#id3">Categories</a></h3> <ol class="arabic simple"> <li>Go to <em>Helpdesk &gt; Configuration &gt; Categories</em> to edit or create new categories.</li> <li>Edit or create a new category.</li> <li>Set the name for the category.</li> <li>You can also Activate or Deactivate categories.</li> </ol> <div class="figure"> <img alt="Categories" src="https://raw.githubusercontent.com/OCA/helpdesk/15.0/helpdesk_mgmt/static/description/Categories.PNG" style="width: 600px;" /> </div> <a name="stages"></a> <h3><a class="toc-backref" href="#id4">Stages</a></h3> <ol class="arabic simple"> <li>Go to <em>Helpdesk &gt; Configuration &gt; Stages</em> to edit or create new stages.</li> <li>Edit or create a new stage.</li> <li>Set the name for the stage.</li> <li>Set the sequence order for the stage.</li> <li>You can select an Email template.</li> <li>Mark the Unattended checkbox if the stage contains unattended tickets.</li> <li>Mark the Closed checkbox if the stage contains closed tickets.</li> <li>You can add a description for the stage.</li> <li>You can also Activate or Deactivate stages.</li> </ol> <div class="figure"> <img alt="Stages" src="https://raw.githubusercontent.com/OCA/helpdesk/15.0/helpdesk_mgmt/static/description/Stages.PNG" style="width: 600px;" /> </div> <p>You can also sort the stage sequence if you move up or down the stages in the list view.</p> <a name="teams"></a> <h3><a class="toc-backref" href="#id5">Teams</a></h3> <ol class="arabic simple"> <li>Go to <em>Helpdesk &gt; Configuration &gt; Teams</em> to edit or create new teams.</li> <li>Edit or create a new team.</li> <li>Set the name for the team.</li> <li>Add the teams members.</li> <li>You can also Activate or Deactivate teams.</li> </ol> <div class="figure"> <img alt="Teams" src="https://raw.githubusercontent.com/OCA/helpdesk/15.0/helpdesk_mgmt/static/description/Teams.PNG" style="width: 600px;" /> </div> <a name="tags"></a> <h3><a class="toc-backref" href="#id6">Tags</a></h3> <ol class="arabic simple"> <li>Go to <em>Helpdesk &gt; Configuration &gt; Ticket Tags</em> to edit or create new tags.</li> <li>Edit or create a new tag.</li> <li>Set the name for the tag.</li> <li>Set the color index for the tag.</li> <li>You can also Activate or Deactivate tags.</li> </ol> <div class="figure"> <img alt="Ticket Tags" src="https://raw.githubusercontent.com/OCA/helpdesk/15.0/helpdesk_mgmt/static/description/Tags.PNG" style="width: 600px;" /> </div> <a name="usage"></a> <h2><a class="toc-backref" href="#id7">Usage</a></h2> <ol class="arabic simple"> <li>Go to <em>Helpdesk</em> or <em>Helpdesk &gt; Dashboard</em> to see the tickets dashboard</li> <li>In the Kanban view, click in the kanban card of a team to see their tickets and create new ones.</li> </ol> <div class="figure"> <img alt="Kanban view" src="https://raw.githubusercontent.com/OCA/helpdesk/15.0/helpdesk_mgmt/static/description/Tickets_Kanban.PNG" style="width: 600px;" /> </div> <p>To create a new ticket from the kanban view:</p> <ol class="arabic simple"> <li>Press <em>Create</em> button or click on the plus icon at the top of the column of a stage.</li> <li>Set the name or subject for the ticket.</li> <li>Select the team that will manage the ticket.</li> <li>You can select a user to assign the ticket.</li> <li>Set the priority of the ticket.</li> <li>Select the partner, and you can also set the partner name and email.</li> <li>You can select a category and set tags for the ticket.</li> <li>Add a description.</li> <li>You can also attach files to the ticket.</li> </ol> <div class="figure"> <img alt="Create a new ticket" src="https://raw.githubusercontent.com/OCA/helpdesk/15.0/helpdesk_mgmt/static/description/Tickets01.PNG" style="width: 600px;" /> </div> <a name="bug-tracker"></a> <h2><a class="toc-backref" href="#id8">Bug Tracker</a></h2> <p>Bugs are tracked on <a class="reference external" href="https://github.com/OCA/helpdesk/issues">GitHub Issues</a>. 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 <a class="reference external" href="https://github.com/OCA/helpdesk/issues/new?body=module:%20helpdesk_mgmt%0Aversion:%2015.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**">feedback</a>.</p> <p>Do not contact contributors directly about support or help with technical issues.</p> <a name="credits"></a> <h2><a class="toc-backref" href="#id9">Credits</a></h2> <a name="authors"></a> <h3><a class="toc-backref" href="#id10">Authors</a></h3> <ul class="simple"> <li>AdaptiveCity</li> <li>C2i Change 2 Improve</li> <li>Domatix</li> <li>Factor Libre</li> <li>SDi Soluciones</li> </ul> <a name="contributors"></a> <h3><a class="toc-backref" href="#id11">Contributors</a></h3> <ul class="simple"> <li><a class="reference external" href="https://www.domatix.com">Domatix</a>:<ul> <li>Carlos Martínez</li> <li>Catalin Airimitoaie</li> <li>Álvaro López</li> <li>Samuel Calvo</li> </ul> </li> <li><a class="reference external" href="https://www.adaptivecity.com">Adaptive City</a>:<ul> <li>Aitor Bouzas</li> </ul> </li> <li><a class="reference external" href="https://www.sdi.es">SDi Soluciones, S.L.</a>:<ul> <li>Oscar Soto</li> <li>Jorge Luis Quinteros</li> </ul> </li> <li><a class="reference external" href="http://www.c2i.es">C2i Change 2 improve</a>:<ul> <li>Eduardo Magdalena &lt;<a class="reference external" href="mailto:emagdalena&#64;c2i.es">emagdalena&#64;c2i.es</a>&gt;</li> </ul> </li> <li><a class="reference external" href="https://factorlibre.com">Factor Libre</a>:<ul> <li>María Alhambra</li> <li>Daniel Cano</li> </ul> </li> <li><a class="reference external" href="https://www.tecnativa.com">Tecnativa</a>:<ul> <li>Pedro M. Baeza</li> </ul> </li> <li><a class="reference external" href="https://www.id42.com.br">ID42 Sistemas</a>:<ul> <li>Marcel Savegnago</li> <li>Eduardo Aparício</li> </ul> </li> <li><a class="reference external" href="https://www.obertix.net">Obertix</a>:<ul> <li>Vicent Cubells</li> </ul> </li> <li><a class="reference external" href="https://www.solvos.es">Solvos</a>:<ul> <li>David Alonso</li> </ul> </li> </ul> <a name="maintainers"></a> <h3><a class="toc-backref" href="#id12">Maintainers</a></h3> <p>This module is maintained by the OCA.</p> <a class="reference external image-reference" href="https://odoo-community.org"><img alt="Odoo Community Association" src="https://odoo-community.org/logo.png" /></a> <p>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.</p> <p>This module is part of the <a class="reference external" href="https://github.com/OCA/helpdesk/tree/15.0/helpdesk_mgmt">OCA/helpdesk</a> project on GitHub.</p> <p>You are welcome to contribute. To learn how please visit <a class="reference external" href="https://odoo-community.org/page/Contribute">https://odoo-community.org/page/Contribute</a>.</p>