Helpdesk: Configuration: Helpdesk Teams

Purpose

This document reviews the configuration and settings of the Helpdesk application in Odoo 16.

Process

To get started, navigate to the Helpdesk app.


Helpdesk Teams

Helpdesk Teams allow you to create departments to manage specific types, or topics, of tickets. To create a new team, go to Configuration > Helpdesk Teams. Once there, click NEW. This opens the Helpdesk Team form in a new window.

Helpdesk Team: Enter a name for your team.

Description for customer portal: Enter a description to display on the front-end of the website.

Company: In a multi-company environment, this field will display and be auto-populated with the company you're working in. Change it to a different company, if needed. You must select only one company for this required field.



Assignment & Visibility

Visibility: This determines who is able to view tickets assigned to this team. Select to either have this team visible for select Internal Users, all Internal Users, or selected Portal Users and all Internal Users. 

Follow All Team's Tickets: This allows you to set one or more Internal Users that will be notified each time a ticket is created, rated, or discussed for this team. 

Automatic Assignment: Enabling this setting allows you to select either assigning tickets evenly among all team members so each member has an equal number of tickets, or to assign tickets so that each member has the same number of open tickets. 


Channels

Email Alias: Enter a prefix to complete the email address. Once configured, emails sent to this address will create tickets within the Odoo Helpdesk.

Important!

Configure a Custom Domain


If you see this message, you'll need to first configure an Alias Domain . To do so, navigate to the Settings app.


Once there, scroll down to the Discuss section and enter an Alias Domain.


When you're ready, click Save.


        Website Form: Adds a form to your website for ticket submission.

        Live chat: Adds a Live Chat form to your website that your visitors can use to chat with this team. Once activated you can   view channels and choose to join or leave channels.



        Track & Bill Time


        Timesheets: Once saved and refreshed, there will be a Project field where you can indicate which project should be used to track time for this Helpdesk Team. When opening a ticket from Helpdesk you will now have a timer you can   Start,   Stop, and Pause.

        Time Billing: Enabling this setting will allow you to bill time spent on a ticket to the customer. 

         


        Performance

        SLA Policies: Enables the use of Service Level Agreements (SLA), which are a documented agreements between the provider and customer outlining the services and levels of service they've agreed upon. Once enabled, you can click the  Configure SLA Policies to fine-tune this setting if you have not already. You can also reach these settings via configuration > SLA Policies. Additionally, you'll need to select the Working Hours to be used to compute the SLA target for this team. See our SLA Policies documentation for further details.

        Ratings on Tickets: Gives customers the opportunity to rate the service they received for each ticket. This adds a default email template on non-folded, closing stages. When a ticket reaches this configured stage, the email will send to the customer requesting a rating. When enabled, there will be one additional option:

        • Publish this teams ratings on your website: Publishes ratings for this team on your website. This page is visible to the public.



        Self-Service

        Knowledge: Enabling this setting will install the Knowledge application if it is not already present. Once enabled, you can set an article related to the Helpdesk Team that customers will land on to see potentially helpful information related to their needs. 

        eLearning: Installs the eLearning application, which allows you to share slides, videos, documents, and other training content to your customers as it relates to this team. 

        Once saved and refreshed, you'll need to select a Related Channel in eLearning to associate with this team. 

        Community Forum: Creates a question + answer section on your website where members of the community can offer feedback and/or answers to posted questions. This does not display answers added by your Helpdesk users.

        If this is your first time enabling these options you may be prompted to save and refresh the page to activate the feature.

        Enabling Community Forum will install the Website application to your database, if it's not already present.

        Once saved and refreshed, there will be a Forum to associate with this team.




        Automatic Closing: Enabling this setting will allow you to set further criteria such as what stage the ticket should be moved to after a determined amount of days. 



        After Sales


        Refunds: Enables this Helpdesk Team to generate credit notes from tickets. Once enabled, Odoo will prompt you to save and refresh the page. Once enabled, tickets for this team will display a REFUND button, and also permit the agent to refund the customer. For a detailed walkthrough, see our After Sales Actions: Refunds documentation.

        Returns: Enables this Helpdesk Team to manage and process product returns from tickets. Once enabled, Odoo will prompt you to save and refresh the page. Once enabled, tickets for this team will display a RETURN button. For a detailed walkthrough, see our After Sales Actions: Returns documentation.


        Coupons: Enables this Helpdesk Team to grant coupons from tickets. Once enabled, Odoo will prompt you to save and refresh the page. Once enabled, tickets for this team will display a COUPON button. For a detailed walkthrough, see our After Sales Actions: Coupons documentation.


        Repairs: Installs the Repairs application and enables this Helpdesk team to manage and schedule repairs. Once enabled, Odoo will prompt you to save and refresh the page. Once enabled, tickets for this team will display a REPAIR button. For a detailed walkthrough, see our After Sales Actions: Repairs documentation.


        When you're done making your configuration selections for this page, click Save. Your new Helpdesk Team will now display on the application overview page.


        Good to Know!

        Categorize by Color 

        Use the ellipses  icon on the Helpdesk Team kanban card to select a unique color for that team. This is simply for your visual referance, but can be helpful when there are several teams present.