In this talk, you will learn how to set-up a customer service department with Odoo Heldesk, a new application of Odoo 10.
The first part of the presentation is dedicated to the configuration of the multiple channels for incoming tickets: email, web forms, .... You will learn how to automate the creation of support tickets from different sources and customize qualification forms.
The next part of the talk is dedicated to the tools Odoo offers to help you support the service: SLAs, knowledge center, public or private forums, service contracts, etc.
Finally, we will finish with a few tips and tricks to make your helpdesk operators more productive: how to automate events based on triggers, how to customize canned response, how to delegate a ticket in real time, how to do a group chat, how to convert an issue into a document in the knowledge base.
Séverine Delhove (sde)
Date & time