Helpdesk is an application that is used to provide services to customers to help with problems faced by customers related to the products or services that have been provided. Odoo helpdesk helps us to prepare and manage guidelines for a better relationship between the service provider and the customer. The helpdesk aims to increase customer satisfaction with the services provided because the helpdesk can guarantee that the product or service will always be in good condition, if there are errors or other problems the customer can submit a report which will later be managed properly through the helpdesk application.
Create a Ticket
Tickets are a representation of the issues or problems reported by the customer. On the Configuration > Helpdesk Teams menu in the channels section there is an email alias, the customer will send an issue via that email, later the email will be used as a ticket that will be assigned to the related team.
You can also create a ticket manually by going to the Tickets > All Tickets menu then you will see a form that must be filled in.
In order to be able to choose a team, the next step is to create a helpdesk team.
Each team is usually defined to handle different things. Teams can consist of one or more users in it. To create a helpdesk team go to Configuration > Helpdesk Teams. Then click create to start creating a team.
You will see a form, enter the name of the helpdesk team. Then in the productivity section enter the team members and the assignment method.
Enter the name of the member of the team that will be created, or if it is left blank then it means that all users will become members of that team.
You can set how the system assigns the ticket to the user, there are several options you can choose from:
You manually choose which user that will be assigned to do the ticket
The system randomly selects the user
Each user will get the same amount of ticket, in other words ticket will be assigned to the user with teh fewest number of tickets.
Email alias in the channels section, this defines an email address that will be used as the primary email for customers. They can send errors or issues, so every message that enters that email will be manually ticketed.
Timesheet on Ticket
Every ticket can automatically converted to timesheet in the selected project below. Ticket also can be invoicable, however before you must create service product first. Make sure at the time of making the product must be of type service and the UoM is hours. Then in the invoicing section select ordered quantities and select create a task in existing project, then select the project where the task will be created.
Next, try to create a Sale Order with the product that was made earlier, don't forget to enter the quantity in the form of hours. Then create an invoice. Then automatically the task will be created. Then make a ticket and in the task column fill in the task that was just created earlier. Then the result every time you fill in the timesheet on the task will be the delivery value on the Sale Order.
Helpdesk application allows you to generate credit notes, manage returns, products repair, grant coupons, and even plan onsite interventions from a ticket’s page.
Go to Configuration > Helpdesk Teams then select the team. In after sales section you will see some options you can check. Refunds is used to generate credit notes from tickets. Coupons is used to grant coupons from tickets. Returns is used to allow product returns from tickets. Repairs is used to repair broken products.
Stages are the stages of each process that will be passed by the ticket. For example, for a new ticket that has not been worked on, it will be in the New stage, when it has started, the ticket will move from stage to in progress. Closing stage is used to mark if it is already at that stage then the ticket is considered complete.
To create a new stage you need to go to the Configuration > Stages menu. Then press create, then you will see the stage creation form. Fill in the name of the stage, team and others are optional. If you activate the fold in kanban it means that this stage will be hidden when the view is a kanban.
Ticket Type describes the type of ticket that will be handled, this will be used to facilitate team assignments or SLA creation. Creating a Ticket Type does not have standard rules, you only need to enter the name of the new ticket type.
SLA (Service Level Agreement)
SLA or Service Level Agreement is a contract or agreement between a company and its service provider that states in detail the expectations and obligations of the relationship. SLAs act as vendor-provided service blueprints and can protect the assets and reputation of the company or service recipient. SLA is used as indicators and metrics for services provided such as application server application time, problem resolution time, customer service response time.
The first thing to do is ensure the configuration of the SLA Policies on the team helpdesk. Go to the Configuration > Helpdesk Teams. Then activate the SLA Policies. After that, create an SLA via the Configuration > SLA Policies then press the create button.
There are two sections in the form, namely Apply on and Target. Apply on is when the ticket meets these conditions, this SLA will automatically be applied to the ticket. Choose which team can apply this SLA, then determine the minimum priority and ticket type so that the SLA can be applied. Then in the Target section there are two fields, namely Reach Stage and Reach In. Reach Stage means that this SLA will only apply to the selected stage while Reach In shows the targeted processing time for that stage as well.
When you successfully apply an SLA to a ticket at a certain stage, when Reach In on the target section is reached, the badge will turn green.