Allow Customers to Close their Tickets

Le fait d’autoriser les clients à clôturer eux-mêmes leurs tickets, leur donne une autonomie et minimise les malentendus liés au fait qu’un problème est considéré comme résolu ou pas. En plus, cela rend la communication et les actions plus efficaces.

Configuration de la fonctionnalité

Pour configurer cette fonctionnalité, allez sur Assistance technique ‣ Paramètres ‣ Équipes d’assistance technique ‣ Éditer et activez Clôture du ticket.

Ticket closing in Odoo Helpdesk

In order to designate to which stage the ticket migrates to once it is closed, go to Helpdesk ‣ Overview ‣ Tickets.

Ticket closing in Odoo Helpdesk

You can either create a new Kanban stage or work with an existing one. For both scenarios, go to Helpdesk ‣ Settings ‣ Edit Stage and enable Closing Stage.

Ticket closing in Odoo Helpdesk

If a closing stage is not specified, by default, the ticket is moved to the last stage; contrarily, if you have more than one stage set as closing, the ticket is put in the first one.

Le Portail du client

Now, once the user logs into his Portal, the option Close this ticket is available.

Ticket closing in Odoo Helpdesk

Recevoir des rapports sur les tickets clôturés par le client

To do an analysis of the tickets that have been closed by costumers go to Helpdesk ‣ Reporting ‣ Tickets ‣ Filters ‣ Add Custom filter ‣ Closed by partner ‣ Applied.

Reports on Ticket closing in Odoo Helpdesk