Author: |
AdaptiveCity, C2i Change 2 Improve, Domatix, Factor Libre, SDi Soluciones, Odoo Community Association (OCA) |
License: |
AGPL-3 |
Branch: |
13.0-add-helpdesk_mgmt_crm |
Repository: |
Tecnativa/helpdesk |
Dependencies: |
base,
mail,
and
portal |
Languages: |
HTML (488, 6.0%),
PO File (4519, 55.9%),
Python (836, 10.4%),
SVG (204, 2.5%),
XML (1831, 22.7%),
and
reStructuredText (199, 2.5%) |
Other branches: |
13.0-add-helpdesk_mgmtsystem_nonconformity,
13.0-add-website_helpdesk_mgmt,
13.0-fix-helpdesk_mgmt-internal-user,
13.0-fix-helpdesk_mgmt-kanban,
13.0-fix-helpdesk_mgmt-portal,
13.0-fix-helpdesk_mgmt-team_rule,
13.0-fix-helpdesk_mgmt-team_rule-old,
13.0-fix-helpdesk_mgmt_crm-message_subtype,
13.0-fix-helpdesk_mgmtsystem_nonconformity-external_id,
13.0-helpdesk_mgmt_rating-security,
13.0-imp-helpdesk_mgmt-TT40878,
13.0-imp-helpdesk_mgmt-internal-user,
13.0-imp-helpdesk_mgmt-sequence,
13.0-imp-helpdesk_mgmt-team_id-portal,
13.0-imp-helpdesk_mgmt-team_id-position,
13.0-imp-helpdesk_mgmt_rating-ux,
13.0-mig-helpdesk-script,
14.0,
14.0-dck-gh,
14.0-fix-helpdesk_mgmt-internal-user,
14.0-fix-helpdesk_mgmt-kanban,
14.0-fix-helpdesk_mgmt-new-ticket,
14.0-fix-helpdesk_mgmt-portal,
14.0-fix-helpdesk_mgmt-share,
14.0-helpdesk_mgmt-rename_partnet,
14.0-imp-helpdesk_mgmt-TT40878,
14.0-imp-helpdesk_mgmt-internal-user,
14.0-imp-helpdesk_mgmt-sequence,
14.0-imp-helpdesk_mgmt-team_id-portal,
14.0-imp-helpdesk_mgmt-team_id-position,
15.0-fix-helpdesk_mgmt-kanban,
15.0-fix-helpdesk_mgmt-new-ticket,
15.0-fix-helpdesk_mgmt-portal,
15.0-fix-helpdesk_mgmt-share,
15.0-fix-helpdesk_mgmt-team_rule,
15.0-imp-helpdesk_mgmt-TT40878,
15.0-imp-helpdesk_mgmt-default_team_category,
15.0-imp-helpdesk_mgmt-internal-user,
15.0-imp-helpdesk_mgmt-sequence,
15.0-imp-helpdesk_mgmt-team_id-portal,
15.0-imp-helpdesk_mgmt-team_id-position,
15.0-mig-helpdesk_mgmt_rating,
and
15.0-mig-helpdesk_mgmtsystem_nonconformity |
Other repositories: |
2FM/helpdesk,
AntoniRomera/helpdesk,
BelenVC/helpdesk,
Borruso/helpdesk,
Callino/helpdesk,
Change2improve/event,
Change2improve/helpdesk,
Dobtor-OCA/helpdesk,
Domatix/helpdesk,
EDallas89/helpdesk-1,
ERPLibre/helpdesk,
Escodoo/helpdesk,
Fitranugraha/helpdesk,
Gabinete-Digital/helpdesk,
GorkaMagra/helpdesk,
LevelPrime/helpdesk,
Marcoskittlein/helpdesk,
MathBenTech/helpdesk,
NeatNerdPrime/helpdesk,
Nitrokey/odoo-modules,
OCA-MUK/helpdesk,
OCA/helpdesk,
PierrickBrun/helpdesk,
SanteLibre/helpdesk,
T2BE/helpdesk,
Trust-Code/helpdesk,
aeodoocurso/helpdesk,
agenterp/helpdesk,
akretion/helpdesk,
alvaro-domatix/helpdesk,
angelmoya/helpdesk-1,
anhvu-sg/helpdesk,
arawako/helpdesk,
augustodinizl/helpdesk,
brian10048/helpdesk,
cartertech/helpdesk,
coopiteasy/helpdesk,
cramosh/helpdesk,
cubells/helpdesk,
daramousk/helpdesk,
devCbssolutionsRo/helpdesk,
dingguijin/helpdesk,
djdevco/helpdesk,
eLBati/helpdesk,
emagdalenaC2i/helpdesk,
esturao/helpdesk,
id42sistemas/helpdesk,
ionplay/helpdesk,
itspeepo/helpdesk,
jacky82669513/helpdesk,
janverb/helpdesk,
jomasanc/helpdesk,
josepmy/helpdesk,
kmee/helpdesk,
lideritjnma/helpdesk,
llabusch93/helpdesk,
magnuscolors/helpdesk,
manuelcalerosolis/helpdesk-1,
marcelsavegnago/helpdesk,
mau86/helpdesk,
mettadipa/helpdesk,
miguel-domatix/helpdesk,
mimusica/helpdesk,
nachoserra-domatix/helpdesk,
nguyenductamlhp/helpdesk,
nucleoosystem/helpdesk,
osiell/helpdesk,
pabloqb/helpdesk,
r3dius/helpdesk,
royalline1/helpdesk,
samuel-domatix/helpdesk,
sanube/helpdesk,
sendalpegat/helpdesk,
solvosci/helpdesk,
synergy-sbs/helpdesk,
takobi-online/helpdesk,
ursais/helpdesk,
wafasa/helpdesk,
y2gsmith/helpdesk,
yevbes/helpdesk,
and
yoelh/helpdesk |
<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/13.0/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-13-0/helpdesk-13-0-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/282/13.0"><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 > Configuration > 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/13.0/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 > Configuration > 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/13.0/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 > Configuration > 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/13.0/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 > Configuration > 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/13.0/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 > Configuration > 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/13.0/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 > 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/13.0/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/13.0/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:%2013.0%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 <<a class="reference external" href="mailto:emagdalena@c2i.es">emagdalena@c2i.es</a>></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>
<li>Víctor Martínez</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/13.0/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>