There are many options and features for configuring helpdesk teams, what are the basics and how can I decide what to configure?
Odoo is the world's easiest all-in-one management software.
It includes hundreds of business apps:
- CRM
- e-Commerce
- Boekhouding
- Voorraad
- PoS
- Project
- MRP
Deze vraag is gerapporteerd
1
Beantwoorden
1847
Weergaven
- Every team can have different configurations and different access depending on their specific tasks and responsibilities:
- Visibility: specifies who can see this team and its tickets:
- Invited Internal Users: this is the most private visibility configuration and it depends on the followers of specific tickets on that team.
- All Internal Users: any user of the type internal user can see this team and its tickets.
- Invited Portal Users and all Internal Users: any user of the type internal user and portal users that are following specific tickets.
- Followers: if you need certain users to get notifications for all of the team’s tickets, you can add them here.
- Automatic Assignment: set the rules of how you would like your tickets to be assigned automatically.
- Channels: you can receive tickets in your team via multiple channels -in addition to creating them manually- :
- Email Alias.
- Live Chat.
- Help Center: you can create information hubs that help your customers by providing FAQs, Courses, Article, etc…:
- Website Form.
- Knowledge.
- Community Forum.
- eLearning.
- Track & Bill Time: if you require your team to track their time and possibly bill it then you can configure this setting from here.
- Performance: this allows you to manage the performance of the team based on set conditions like:
- SLA Policies.
- Customer Rating.
- Self Service: for configuring how you would like to close your tickets.
- After-Sales: this is the core configuration that specifies what type of activities will a specific team be allowed to perform, like:
- Refunds.
- Returns.
- Field Service.
- Coupons.
- Repairs.
Geniet je van het gesprek? Blijf niet alleen lezen, doe ook mee!
Maak vandaag nog een account aan om te profiteren van exclusieve functies en deel uit te maken van onze geweldige community!
Aanmelden| Gerelateerde posts | Antwoorden | Weergaven | Activiteit | |
|---|---|---|---|---|
|
|
1
jul. 24
|
1637 | ||
|
|
1
jul. 24
|
1549 | ||
|
|
1
jul. 24
|
1296 | ||
|
|
1
jul. 24
|
2577 | ||
|
3
jun. 25
|
2026 |
