Description
A helpdesk / support ticket system for your websiteConfigure Support Ticket System
Create custom categories and assigns users to each category and they will instantly be notified when a new support ticket arrives for thier department.
Instructions
1a. Go to Sales->Configuration->Categories and select user that should respond to that type of ticket
1b. Alternatvily go to the user and select the support ticket group they should respond too
Create Help Groups / Pages
Reduce the amount of support tickets your staff have to answer by providing help pages for your customers to read
Instructions
1. Go to the Support menu on your website
2. Click on the content then "New Help Group" and type in a name
3. Click on the content then "New Help Page" and select a help group, after which you can rename the the help page and drag and drop snippets to create a fancy help page
Submit Support Ticket Online
Both registered and public user can submit tickets via your website.
Instructions
1. Go to Support menu on your website and click on "Submit a ticket"
2. Fill in the form and someone should get back to you soon.
View Support Tickets Online
User that were logged in at the time of submitting a ticket can view a history of all thier support tickets.
Instructions
1. Go to Support menu on your website and click on "My Tickets"
2. You can click on an individual ticket if you want view more information
Respond to support tickets online
User can view a history of thier ticket online and add a comment.
Instructions
1. Go to Support menu on your website and click on "My Tickets"
2. You can click on an individual ticket to view it
3. Type a comment and wait for a response
Email Integration
Email conversations are tracked for each ticket so customers can reply directly via email without ever having to go to the website or login.
Emails are automatically sent when a ticket category is changed or the ticket is closed by staff
When the customer replies via email the ticket state is automatically set to 'Customer Replied' allowing you to easily see at a glance which tickets need attending to
Operators can reply online via CRM->Customer Support->Support Tickets
Per Operator Instructions
1. Setup outgoing email for all your support ticket operators
2. Go to Sales->Customer Support->Support Tickets and open one
3. Hit the reply button in the header
4. Type a message and the user will get sent an email alongside information about the ticket
5. Email replies will appear in the chatter as well as the online ticket view
Create Support Ticket via Email
Automatically create support ticket when an email is fetched by Odoo.
Instructions
1. Go to Settings->Technicial->Email->Incoming Mail Servers and create a new record e.g. support@ or helpdesk@
2. Also setup an outgoing mail server for your support email address
3. Lastly go to CRM->Configuration->Support Ticket->Settings and setup a default category for tickets created via email
Addons Modules
Website Help Desk / Support Ticket - Timesheets
Allows you to track time on a support ticket and invoice partnersFind a bug or need support? send an email to steven@sythiltech.com.au