| 123456789101112131415161718192021222324252627282930313233343536373839404142434445464748495051525354555657585960616263646566676869707172737475767778798081828384858687888990919293949596979899100101102103104105106107108109110111112113114115116117118119120121122123124125126127128129130131132133134135136137138139140141142143144145146147148149150151152153154155156157158159160161162163164165166167168169170171172173174175176177178179180181 | <div class="container"><h2>Description</h2>A helpdesk / support ticket system for your website<br><br/><b>*IMPORTANT*</b> module requires company incoming and outgoing emails server be configured to function correctly<br/><section class="oe_container">    <div class="oe_row oe_spaced">        <h2 class="oe_slogan">Configure Support Ticket System</h2>        <div class="oe_span6">            <div class="oe_row_img oe_centered">                <img class="oe_picture oe_screenshot" src="1.jpg" alt="Configure Support Ticket System">            </div>        </div>        <div class="oe_span6">            <p class="oe_mt32">Create custom categories and assigns users to each category and they will instantly be notified when a new support ticket arrives for thier department.<br/><br/><b>Instructions</b><br/><ol><li>Assign yourself to the 'Support Manager' group</li><li>Go to Customer Support->Configuration->Categories and select users that should respond to that type of ticket</li><li>Setup an outgoing email server for the company so email replies can be made</li><li>Setup an incoming email server so customer replies can be received</li></ol>            </p>        </div>    </div></section><section class="oe_container oe_dark">    <div class="oe_row oe_spaced">        <h2 class="oe_slogan">Create Help Groups / Pages</h2>        <div class="oe_span6">            <p class="oe_mt32">Reduce the amount of support tickets your staff have to answer by providing help pages for your customers to read<br/><br/><b>Instructions</b><br/><ol><li>Assign yourself to the 'Support Manager' group</li><li>Go to the Support menu on your website</li><li>Click on the content then "New Help Group" and type in a name</li><li>Click on the content then "New Help Page" and select a help group, after which you can rename the help page and drag and drop snippets to create a fancy help page</li></ol>            </p>        </div>        <div class="oe_span6">            <div class="oe_row_img oe_centered"><img class="oe_picture oe_screenshot" src="2.jpg" alt="Create Help Groups / Pages">            </div>        </div>    </div></section><section class="oe_container">    <div class="oe_row oe_spaced">        <h2 class="oe_slogan">Submit Support Ticket Online</h2>        <div class="oe_span6">            <div class="oe_row_img oe_centered">                <img class="oe_picture oe_screenshot" src="3.jpg" alt="Submit Support Ticket Online">            </div>        </div>        <div class="oe_span6">            <p class="oe_mt32">Both registered and public user can submit tickets via your website.<br/><br/><b>Instructions</b><br/><ol><li>Go to Support menu on your website and click on "Submit a ticket"</li><li>Fill in the form and someone should get back to you soon.</li></ol>            </p>        </div>    </div></section><section class="oe_container oe_dark">    <div class="oe_row oe_spaced">        <h2 class="oe_slogan">View Support Tickets Online</h2>        <div class="oe_span6">            <p class="oe_mt32">User that were logged in at the time of submitting a ticket can view a history of all thier support tickets.<br/><br/><b>Instructions</b><br/><ol><li>Go to Support menu on your website and click on "My Tickets"</li><li>You can click on an individual ticket if you want view more information</li></ol>            </p>        </div>        <div class="oe_span6">            <div class="oe_row_img oe_centered"><img class="oe_picture oe_screenshot" src="4.jpg" alt="View Support Tickets Online">            </div>        </div>    </div></section><section class="oe_container">    <div class="oe_row oe_spaced">        <h2 class="oe_slogan">Respond to support tickets online</h2>        <div class="oe_span6">            <div class="oe_row_img oe_centered">                <img class="oe_picture oe_screenshot" src="5.jpg" alt="Respond to support tickets online">            </div>        </div>        <div class="oe_span6">            <p class="oe_mt32">User can view a history of thier ticket online and add a comment.<br/><br/><b>Instructions</b><br/><ol><li>Go to Support menu on your website and click on "My Tickets"</li><li>You can click on an individual ticket to view it</li><li>Type a comment and wait for a response</li></ol>            </p>        </div>    </div></section><section class="oe_container oe_dark">    <div class="oe_row oe_spaced">        <h2 class="oe_slogan">Email Integration</h2>        <div class="oe_span6">            <p class="oe_mt32">Email conversations are tracked for each ticket so customers can reply directly via email without ever having to go to the website or login.<br/>Emails are automatically sent when a ticket category is changed or the ticket is closed by staff<br/>When the customer replies via email the ticket state is automatically set to 'Customer Replied' allowing you to easily see at a glance which tickets need attending to<br/>Operators can reply online via Customer Support->Support Tickets<br/><br/>This requires incoming and outgoing server for the company email has been setup<br/><b>Per Operator Instructions</b><br/><ol><li>Assign the operator to the 'Support Staff' group</li><li>Go to Customer Support->Support Tickets and open one</li><li>Hit the reply button in the header</li><li>Type a message and the user will get sent an email alongside information about the ticket</li><li>Email replies will appear in the chatter as well as the online ticket view</li></ol>            </p>        </div>        <div class="oe_span6">            <div class="oe_row_img oe_centered"><img class="oe_picture oe_screenshot" src="6.jpg" alt="Email Integration">            </div>        </div>    </div></section><section class="oe_container">    <div class="oe_row oe_spaced">        <h2 class="oe_slogan">Create Support Ticket via Email</h2>        <div class="oe_span6">            <div class="oe_row_img oe_centered">                <img class="oe_picture oe_screenshot" src="7.jpg" alt="Create Support Ticket via Email">            </div>        </div>        <div class="oe_span6">            <p class="oe_mt32">Automatically create support ticket when an email is fetched by Odoo.<br/><br/><b>Instructions</b><br/>1.  Go to Settings->Technicial->Email->Incoming Mail Servers and create a new record e.g. support@ or helpdesk@<br/>2.  Also setup an outgoing mail server for your support email address<br/>3.  Lastly go to Customer Support->Configuration->Settings and setup a default category for tickets created via email<br/>            </p>        </div>    </div></section><br/><h2>Addons Modules</h2><h3><a href="https://apps.odoo.com/apps/modules/11.0/website_support_analytic_timesheets/">Website Help Desk / Support Ticket - Analytic Timesheets</a></h3>Allows you to track time on a support ticket, linked with tasks so combined reports can be made<br/></div>
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