msgid "The integration with the Helpdesk app lets your helpdesk team manage intervention requests directly. Planning field service tasks from tickets speeds up your processes."
msgid "The helpdesk tickets of the team now display the *Plan Intervention* button. Click on it to create a new task under your field service project."
msgid "Allowing your sales team to open onsite interventions creates a seamless experience for your customers. They can receive a quotation they first have to approve before the work even starts."
msgid "From the *Sales* app, create a quotation with the product and confirm it. A task is automatically set up under your Field Service project. It is directly accessible from the sales order."
msgid "As your business grows, having the right tool to support your helpdesk team on recording, tracking and managing issues raised easy and efficiently, is key. Odoo’s Helpdesk application allows you to generate credit notes, manage returns, products, repairs, grant coupons, and even plan onsite interventions from a ticket’s page."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable the after sales options: *Refunds, Returns, Coupons, Repairs and Onsite Interventions*."
msgid "You can use a credit note to refund a customer or adjust the amount due. For that, simply go to your ticket page, click on *Refund* and select the corresponding *Invoice*. Clicking on *Reverse* generates a credit note, and you can *Post* it while still being in the *Helpdesk* app."
msgid "The process of a product return from your customer back to your warehouse is taken into action when, at the ticket page, you choose the option *Return*."
msgid "First, be sure to have your *Coupon Program* planned in the *Sales* or *Website* application. Then, in *Helpdesk*, open your ticket, click on *Coupon*, and choose the respective one."
msgid "Clicking on *Repair* option, on your ticket page, a new repair order form is shown. Fill in the information as needed and choose the next step."
msgid "At the ticket's page click on *Plan Intervention*, and set up your onsite intervention exactly the same way as if you were on the *Field Service* application."
msgid "Allowing customers to close their own tickets gives them autonomy and minimizes misunderstandings around when an issue is considered solved or not. This results in operational capacity for support teams, and higher satisfaction for the customer."
msgid "Start by navigating to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and choose the appropriate team. Then click :guilabel:`Edit` and enable :guilabel:`Ticket closing` by checking the field box."
msgid "To designate which stage the ticket migrates to once it is closed, navigate to the ticket pipeline by going to :menuselection:`Helpdesk --> Overview` and clicking :guilabel:`Tickets` on the team's card."
msgid "There are two options: create a new Kanban stage or work with an existing one. For both scenarios, click the :guilabel:`Settings (gear)` icon next to the stage name, select :guilabel:`Edit Stage`, and enable :guilabel:`Closing Stage`. After checking the field box, click :guilabel:`Save` to finish."
msgid "If a closing stage is not specified, by default, the ticket is moved to the last stage in the kanban. If more than one stage is set as a closing stage, the ticket is placed in the first closing stage column."
msgid "With the ticket closing settings now complete, customers can now view the option to :guilabel:`Close this ticket` when they log into their portal."
msgid "To analyze the tickets that have been closed by customers, go to :menuselection:`Helpdesk --> Reporting --> Tickets`. Then, click on the :guilabel:`Filters` menu and choose :guilabel:`Add Custom filter`. Next, set the custom filter parameters to :guilabel:`Closed by partner` and :guilabel:`is true`. Finally, click :guilabel:`Apply`."
msgid "To go above and beyond email, live chat, web forms, and phone lines, offer your customers a support forum. This way, customers might become more attached to your company as they would be investing time to get into details of your business. You also encourage the exchange of experiences and knowledge, supporting the feeling of belonging to a community (your community!)."
msgid "Create, or edit a forum by clicking on the external link. Among the editing options, choose if you would like the *Forum Mode* to be *Questions*: only one answer is allowed per question or *Discussions*: multiple answers are allowed per question."
msgid "In addition to a forum, offer online courses. When doing so, you link your customers and users’ needs and questions to useful content, helping to boost efficiency as they can also find their answers there."
msgid "Helpdesk teams provide your customers with support to queries or errors they might encounter while using your product/service. Therefore, a successful scheme where you can organize multiple teams with their customized pipeline, visibilities settings, and ticket traceability is essential."
msgid "Setting up multiple teams allows you to group tickets by your channels (example: BE/US), or by your support services' types (example: IT, accounting, admin, etc.)."
msgid "*Random*: tickets are randomly assigned and everyone gets the same amount. This method ensures that all tickets are handled as the assignment happens automatically;"
msgid "*Balanced*: tickets are assigned to the person with the least amount of tickets so that everyone fairly gets the same amount. Thereby, you ensure that all tickets get to be taken care of."
msgid "For the *Random* and *Balanced* assignment methods, you can set the *Team Members* among whom tickets are assigned. Leave the field empty to include all employees (with the proper access rights)."
msgid "The *Team Visibility* feature allows you to specify who can see and access the team’s tickets. Therefore, ticket’s with sensible information are only seen by the right people. Leave the field empty to include all employees (with the proper access rights)."
msgid "To set up stages, go to :menuselection:`Helpdesk --> Configuration --> Stages`. Then, create and/or edit stages as you need and set specific teams to use certain stages under *Team*."
msgid "Stages can be shared between one or multiple teams, allowing you to adapt the pipeline to your individual needs. They also apply a visibility and access rule, as other teams are not able to see or use the stage."
msgid "Allow customers to rate their experience with your helpdesk teams to strengthen your credibility and gain their trust. Reviews can also influence a customer’s decision and open space for feedback that can help you improve the quality of your services."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Ratings on tickets*. The feature automatically adds a default email template on the non-folded *closing stage(s)* of that team."
msgid "To edit the email template and the stage(s) set as the closing ones, go to the Kanban view of your helpdesk team and click on *Settings*, then on *Edit Stage*."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *Display Rating on Customer Portal*. Now, by clicking on the helpdesk team’s name on their ticket, customers can see its ratings."
msgid "Offering a variety of channels from where your customers can contact you grants them flexibility and the right to choose the best one for themselves. And, in order to make sure inquiries across all channels get addressed, it is essential to have a solution where all interactions come in one place."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, and enable the following features as you want them to be available to your users."
msgid "Let your customers submit tickets by sending an email to your support email address. The subject line of the email becomes the title of the ticket and the content is shown in the Chatter."
msgid "Select *Configure domain name* to be redirected to *Settings* and, from there, enable *External Email Servers* to determine or change your *Alias Domain*."
msgid "Using your own email server is required to send and receive emails in Odoo Community and Enterprise. Online users benefit from a ready-to-use email server."
msgid "Click on your helpdesk team's name - for the example below: *Customer Care* - and :doc:`set up your channel </applications/websites/livechat/overview/get_started>`."
msgid "Now, your operators can create tickets by using the :doc:`command </applications/websites/livechat/overview/responses>` */helpdesk (subject_of_ticket)*."
msgid "An efficient customer service solution should have a built-in reporting option. Reports allow you to track trends, identify areas for improvement, manage employees’ workloads and, most importantly, meet your customer’s expectations."
msgid "Get an overview of how many requests each team is closing per day in order to measure their performance. Identify productivity levels to understand how many requests they are able to handle."
msgid "Check if your expectations are met by *measuring* the *Time to close (hours)*. Your customers not only expect fast responses but they also want their issues to be handled quickly."
msgid "Save the filters you use the most and avoid having to reconstruct them every time they are needed. To do so, set the groups, filters, and measures needed. Then, go to *Favorites*."
msgid "Service Level Agreements (SLA) are commitments you make with your customers to outline how a service is delivered. It bolsters trust between you and your customers as it makes clear what needs to be done, to what standard, and when."
msgid "First, enable the feature on the settings of the team you would like policies to be applied, going to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`."
msgid "**Target** is the stage a ticket needs to reach within the period defined to satisfy the SLA. The period is based on the ticket’s creation date, and a deadline is set on the ticket’s form once it matches an SLA policy rule. If a ticket has more than one policy applied to it, the closest deadline of all SLAs is the one considered."
msgid "Go to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`. Apply *Filters* and *Group by* to identify tickets that should be prioritized and keep track of upcoming deadlines."
msgid "Have the option to work with prepaid support services, meaning that a sales order and a corresponding invoice are issued and, once the service is done, you can deduct the time spent. Odoo allows it to happen because the applications are fully integrated, resulting in faster responses to your customer needs."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, create or edit an existing team, and enable *Timesheet on Ticket* and *Time Reinvoicing*."
msgid "Select or create a project under *Timesheet on Ticket*. The selected/created is the one at which employees timesheet on by default. However, it can be ultimately modified on each ticket."
msgid "Go to :menuselection:`Sales --> Configuration --> Settings` and enable *Units of Measure* to optionally be able to choose *hours* (for example) as the unit of measure of your service."
msgid "This configuration ensures that the customer is invoiced by the number of hours predicted in the sales order, meaning that less or extra hours recorded are not taken into account. It also ensures that every time a sales order is confirmed, a new task is created under the right project, automating the process."
msgid "We recommend setting up a specific project, as it was done for this flow example. The important thing to remember is that the sales order item needs to be set on the corresponding project or task, in order to reinvoice the time spent on a ticket."
msgid "Go to :menuselection:`Sales --> Orders --> Orders` and create one for the helpdesk service product you have previously set up, with the customer who needs the ticket to be opened. Set the number of hours needed to assist the customer and *Confirm* the order."
msgid "The :guilabel:`Timesheets` integration provides more control and transparency over how clients are charged, and what they're specifically billed for."
msgid "In Odoo, the Helpdesk agent can use the ticket to record timesheets. Once a ticket is solved, the client can be billed for the time spent on the ticket. Odoo will pull from the ticket's timesheet to accurately bill the client."
msgid "To turn on the :guilabel:`Timesheets` feature, go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, select a Helpdesk team, and then, click :guilabel:`Edit`. Next, enable the options :guilabel:`Timesheets` and :guilabel:`Time Billing`. Then, click :guilabel:`Save` to apply these changes to the Helpdesk team settings."
msgid "Once the :guilabel:`Timesheets` feature is enabled, a :guilabel:`Project` drop-down option will appear below :guilabel:`Timesheets`. The :guilabel:`Project` drop-down option will automatically be set to a project that Odoo created for the Helpdesk team. The tickets' timesheets will be stored in the selected project."
msgid "After a ticket comes into the pipeline, go to :menuselection:`Sales --> Create`. Then, add the customer from the ticket to the :guilabel:`Customer` field in the new quotation. In the :guilabel:`Order Lines` tab, create or select a product to charge the customer for the time spent on their Helpdesk ticket."
msgid "If creating a new product from the sales order form, first give the product a name by typing it in the :guilabel:`Product` column. Then, click :guilabel:`Create and edit`."
msgid "First, in the :guilabel:`General Information` tab, set the :guilabel:`Product Type` to :guilabel:`Service` and the :guilabel:`Sales Price` to the Helpdesk agent's service rate. Then, set the :guilabel:`Invoicing Policy` to :guilabel:`Based on Timesheets`. Finally, click :guilabel:`Save` to create the new product and add it to the quotation."
msgid "To record a timesheet, jump back to the Helpdesk ticket by going to the :guilabel:`Helpdesk` dashboard, clicking :guilabel:`Tickets` on the team's card, and locating the correct ticket. Then, click :guilabel:`Edit` and use the :guilabel:`Timesheets` tab to record the time spent on the ticket."
msgid "To link the :guilabel:`Sales Order` to the ticket, start on the ticket form and click :guilabel:`Edit`. Next, select the :guilabel:`Sales Order` that was created earlier from the :guilabel:`Sales Order Item` drop-down menu. Odoo will automatically filter the options to only show sales orders that are connected to the ticket's customer. Lastly, click :guilabel:`Save` to connect the ticket and the :guilabel:`Sales Order Item`."
msgid "If a timesheet entry is recorded, but the agent does not want to bill the client for that time, go to the :guilabel:`Timesheets` tab and toggle on the visibility of the :guilabel:`Sales Order Item` column. When filling out the information for the timesheet entry, make sure to leave the non-billable timesheet entry's :guilabel:`Sales Order Item` field blank."
msgid "If the agent wants to charge a different rate for a timesheet entry, first, add a new product to the connected :abbr:`SO (Sales Order)` priced at the new rate. Then, select the new product in the timesheet entry's :guilabel:`Sales Order Item` field."
msgid "When the Helpdesk ticket is completed and the client is ready to be billed for time, begin by clicking the :guilabel:`Sales Order` smart button on the ticket form to navigate to the sales order. The :guilabel:`Delivered` column should match the number of hours recorded on the ticket's timesheet. After checking and filling out the relevant information, click :guilabel:`Create Invoice` to bill the client for the time spent on the ticket. Odoo will automatically generate an invoice to send to the client and the Helpdesk ticket can officially be closed."
msgid "Odoo Project is a tool to manage your ongoing projects. Schedule tasks, assign activities to coworkers, and keep track of each project's profitability."
msgid "Odoo Project uses the **Kanban** project management system. This means all projects are broken down into tasks, which are categorized on a whiteboard according to what production phase they are in."
msgid "Open the **Project** app and click :guilabel:`Create` to start a new project. Enter a :guilabel:`Name` for your project and click :guilabel:`Create Project`."
msgid "You can customize your existing **projects** from the dashboard by clicking the drop-down toggle button (:guilabel:`⋮`) on your project's **card**."
msgid ":guilabel:`View`: see an overview of your project's components, such as its :guilabel:`Tasks`, :guilabel:`Milestones` and :guilabel:`Project Updates`. Depending on which apps you have activated, more options may be available, such as :guilabel:`Documents`. All uploaded files can be found under this menu, as well as in the **Documents** app, under :guilabel:`Projects`;"
msgid "Additionally, you can mark the project as :guilabel:`Favorite`, allowing you to find it using the :guilabel:`My Favorites` filter on the Kanban view;"
msgid "You can schedule **activities** (ex. :guilabel:`Call`, :guilabel:`Meeting`, etc.) per project by clicking on the **clock** icon on a project. Doing so opens a list with already scheduled activities and allows planning **new** activities by clicking :guilabel:`+ Schedule an activity`. On the pop-up window, select the :guilabel:`Activity Type`, enter a :guilabel:`Summary` for that activity, a :guilabel:`Due Date`, and assign it to an employee. According to the :guilabel:`Activity Type`, you may have **additional options** available."
msgid "When you already have an email address that customers know from the top of their heads, changing it is the last thing you want to do. Instead, link that address to your project and transform those conversations into structured work. It automatically creates a task in the first stage of a project."
msgid "Now that you have the incoming email server set up, go to :menuselection:`Project --> Configuration --> Projects --> Edit`. Under the *Emails* tab, define the wanted email alias and choose the policy to receive a message."
msgid "Odoo automatically timesheets on project/tasks upon time off requests. This allows for better overall control over the validation of timesheets, as it does not leave place for forgetfulness and questions after hours that have not been timesheeted by the employee."
msgid "Go to :menuselection:`Time Off --> Configuration --> Time Off Types`. Select or create the needed type, and decide if you would like the requests to be validated or not."
msgid "Now, once the employee has requested his time off and the request has been validated (or not, depending on the setting chosen), the time is automatically allocated on *Timesheets*, under the respective project and task."
msgid "Considering that validation is not required, the requested time off is automatically displayed in *Timesheets*. If validation is necessary, the time is automatically allocated after the responsible person for validating does it so."
msgid "Click on the magnifying glass, hovering over the concerned cell, to access all the aggregated data on that cell (day), and see details regarding the project/task."
msgid "Your Odoo Online subscription includes **unlimited 24hr support at no extra cost, Monday to Friday**. Our teams are located around the world to ensure you have support, no matter your location. Your support representative could be communicating to you from San Francisco, Belgium, or India!"
msgid "Answers to issues that you may encounter in your standard Odoo database (eg. “I cannot close my Point of Sale” or “I cannot find my sales KPIs?”)"
msgid "*Odoo Support does not make changes to your production database without your agreement and gives you the material and knowledge to do it yourself!*"
msgid "Questions or issues related to specific developments or customizations done either by Odoo or a third party (this is specific only to your database or involving code)"
msgid "You can get this type of support with a `Success Pack <https://www.odoo.com/pricing-packs>`__. With a pack, one of our consultants will analyze the way your business runs and tell you how you can get the most out of your Odoo Database. We will handle all configurations and coach you on how to use Odoo."
