Helpdesk¶
Odoo Helpdesk is a ticketing-based customer support application. Multiple teams can be configured and managed in one dashboard, each with their own pipeline for tickets submitted by customers. Pipelines are organized in customizable stages that enable teams to track, prioritize, and solve customer issues quickly and efficiently.
Buat tim Helpdesk¶
To view or modify Helpdesk teams, go to . To create a new team, click the New button in the top-left of the dashboard.
Pada formulir tim Helpdesk kosong, masukkan Name untuk tim baru. Kemudian, masukkan deskripsi tim di kolom di bawah nama tim, jika diinginkan. Untuk mengubah perusahaan yang ditugaskan untuk tim ini, pilih dari menu drop-down Company.
Penting
Deskripsi tim dipublikasikan di website form publik, di mana pelanggan dan pengguna portal mengirimkan tiket. Deskripsi yang disertakan dalam kolom ini tidak boleh menyertakan informasi yang hanya untuk penggunaan internal.
Visibilitas & Penugasan¶
Pengaturan Visibility mengubah pengguna internal dan pengguna portal mana yang memiliki akses ke tim ini dan tiketnya. Pengaturan Assignment mengubah cara pengguna ditugaskan untuk menangani setiap tiket.
Tentukan visibilitas tim¶
Di bawah bagian Visibility, pilih salah satu opsi berikut untuk menentukan siapa yang dapat melihat tim ini dan tiketnya:
Invited internal users (private): internal users can access the team and the tickets they are following. This access can be modified on each ticket individually by adding or removing the user as a follower. Internal users are considered invited once they are added as followers to an individual ticket, or to the team itself.
All internal users (company): all internal users can access the team and all of its tickets.
Invited portal users and all internal users (public): all internal users can access the team and all of its tickets. Portal users can only access the tickets they are following.
Example
Tim Customer Support, yang dimaksudkan untuk menangani masalah pengiriman dan produk umum, akan memiliki visibilitas yang diatur pada User portal yang diundang dan semua user internal.
Pada saat yang sama, tim Financial Services yang menangani tiket terkait informasi akuntansi atau pajak hanya perlu terlihat oleh User internal yang diundang.
Peringatan
A team's visibility can be altered after the initial configuration. However, if the team changes from public access to either private or company-only access, portal users are removed as followers from both the team, and from individual tickets.
Ikuti semua tiket tim¶
Jika seorang user harus diberi tahu tentang pembaruan apa pun terkait tiket untuk tim ini, pilih nama mereka dari menu drop-down Pengikut, yang terletak di bidang Ikuti Semua Tiket Tim. Beberapa user dapat dipilih untuk mengikuti satu tim.
Penting
Kontak eksternal dapat dipilih di bidang Pengikut. Jika visibilitas tim diatur ke User internal yang diundang (pribadi), pengikut diberi tahu tentang pembaruan tiket tim, tetapi tidak dapat melihatnya di portal.
Tetapkan tiket baru secara otomatis¶
When tickets are received, they need to be assigned to a member of the team. This is done either manually on each ticket individually, or through Automatic Assignment. Check the Automatic Assignment checkbox to enable this feature for the team.
As soon as Automatic Assignment has been enabled, additional fields appear.
Pilih salah satu metode penugasan berikut, berdasarkan bagaimana beban kerja harus dialokasikan di seluruh tim:
Each user is assigned an equal number of tickets: tickets are assigned to team members based on total ticket count, regardless of the number of open or closed tickets they are currently assigned.
Each user has an equal number of open tickets: tickets are assigned to team members based on how many open tickets they are currently assigned.
Catatan
Ketika Setiap user ditugaskan jumlah tiket yang sama dipilih, jumlah keseluruhan tiket yang ditugaskan ke anggota tim adalah sama, tetapi tidak mempertimbangkan beban kerja saat ini.
Ketika Setiap user memiliki jumlah tiket terbuka yang sama dipilih, hal ini memastikan beban kerja yang seimbang di antara anggota tim, karena memperhitungkan jumlah tiket aktif saat ini.
Finally, add the Team Members who are to be assigned tickets for this team. Leave the field empty to include all employees who have the proper assignments and access rights configured in their user account settings.
Penting
If an employee has time off scheduled in the Time Off application, they are not assigned tickets during that time. If no employees are available, the system looks ahead until there is a match.
Lihat juga
Membuat atau mengubah tahap¶
Stages are used to organize the Helpdesk pipeline and track the progress of tickets. Stages are customizable, and can be renamed to fit the needs of each team.
Penting
Mode pengembang harus diaktifkan untuk mengakses menu tahap. Untuk mengaktifkan mode pengembang, buka , lalu klik Aktifkan mode pengembang.
To view or modify Helpdesk stages, go to .
The default list view on the Stages page displays the stages currently available in Helpdesk. They are listed in the order they appear in the pipeline.
To change the order of the stages, click the (drag) icon, to the left of the stage name, and drag it to the desired place on the list.
Tip
Change the stage order on the Kanban view of a Helpdesk team's pipeline by dragging and dropping individual columns.
Untuk membuat tahap baru, klik tombol Baru di pojok kiri atas daftar tahap. Tindakan ini akan menampilkan formulir tahap yang masih kosong.
Choose a Name for the new stage, and add a description, if desired. Then, proceed to fill out the remaining fields following the steps below.
Menambahkan template email dan SMS ke tahap¶
When an Email Template is added to a stage, an email is automatically sent to the customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an SMS Template triggers an SMS text message to send to the customer.
Penting
SMS Text Messaging is an In-App Purchase (IAP) service that requires prepaid credits to work. Refer to SMS Pricing FAQ for additional information.
To select an existing email template, select it from the Email Template field. Click on the (right arrow) icon to the right of the field to edit the chosen template.
To create a new template, click the field, and enter a title for the new template. Then, select Create and edit from the drop-down menu that appears, and complete the form details.
Ikuti langkah yang sama untuk memilih, mengedit, atau membuat Template SMS.
Lihat juga
Menugaskan tahap ke tim¶
Make a selection in the Helpdesk Teams field on the Stages form. More than one team may be selected, since the same stage can be assigned to multiple teams.
Melipat tahap¶
By default, stages are unfolded in the Kanban view of either tickets dashboard: My Tickets () or All Tickets ().
Tickets in an unfolded stage are visible in the pipeline under the stage name, and are considered open.
Stages can be configured to be folded in the Kanban view of a tickets page (My Tickets or All Tickets).
The name of the folded stages are still visible, though the tickets in the stage are no longer immediately visible.
To fold a stage, check the Folded in Kanban box on the Stages form.
Peringatan
Tickets that reach a folded stage are considered closed. Closing a ticket before the work is completed can result in reporting and communication issues. This setting should only be enabled for stages that are considered closing stages.
Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well.
View a specific team's pipeline by navigating to , and clicking the team's Kanban card.
Select a stage to fold temporarily, then click the (gear) icon, and select Fold from the drop-down menu.
Penting
Manually folding a stage from the Kanban view is temporary and does not close the tickets in the stage.
Menggabungkan tiket¶
If duplicate tickets are found in Helpdesk, they can be combined into a single ticket using the merge feature.
Penting
Fitur merge hanya dapat diakses jika aplikasi Data Cleaning terpasang di database.
Untuk menggabungkan dua atau lebih tiket, buka . Identifikasi tiket yang akan digabungkan, dan centang kotak di paling kiri setiap tiket untuk memilihnya. Kemudian, klik ikon Actions, dan pilih Merge dari menu drop-down. Melakukan ini akan membuka halaman baru di mana tiket yang dipilih tercantum dengan peringkat Similarity. Dari sini, klik Merge untuk menggabungkan tiket, atau DISCARD.
Lihat juga