msgid "Setting up a **default warehouse** can be useful for field technicians who keep a supply in their van or those who always resupply from the same warehouse."
msgid "Products in sales orders created during field interventions are always pulled from the same warehouse, keeping the inventory accurate with the default warehouse feature."
msgid "To set up a user default warehouse, the :doc:`storage locations <../../inventory_and_mrp/inventory/management/warehouses/warehouses_locations>` and :ref:`multi-step routes <use-routes/routes-rules>` features need to be activated. It is also necessary to have more than one warehouse in your database."
msgid "To set up a default warehouse for a specific user, go to :menuselection:`Settings --> Users --> Manage users`, open a user, then go to the :guilabel:`Preferences` tab, scroll down to :guilabel:`Inventory`, and select the default warehouse from the drop-down menu."
msgid "Once a default warehouse has been configured for a user, the materials used for a sales order linked to a Field Service task are pulled from that specific warehouse. In the sales order, go to the :guilabel:`Other Info` tab, then scroll down to :guilabel:`Delivery`. The default warehouse is applied correctly."
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 "Once work has been completed on a *Helpdesk* ticket in Odoo, there are several ways it can be closed. Manually closing solved tickets keeps the pipeline up to date, while automatically closing inactive tickets prevents unnecessary blocking issues. Allowing customers to close their own tickets minimizes confusion around whether an issue is considered solved or not. This results in increased operational capacity for support teams, and higher customer satisfaction."
msgid "As work on a ticket progresses, it is moved along to the next stage in the pipeline. Once the issue is solved, the ticket is moved to a *folded* stage. This marks the ticket as *closed*."
msgid "To fold a stage, navigate to the :menuselection:`Helpdesk` dashboard and click on a team to open the pipeline. Hover over a stage's heading, and then click the gear icon that appears in the top-right corner of that stage's kanban column."
msgid "Clicking the gear icon also displays the option to :guilabel:`Fold` the stage. This setting folds the stage *temporarily* to simplify the kanban view. This does *not* close the tickets in this stage. It also does not permanently fold the stage. If a stage needs to be folded so the tickets can be marked as closed, continue following the steps below."
msgid "From the menu that appears, select :guilabel:`Edit Stage`. This will open the stage's settings. Check the box labeled :guilabel:`Folded in Kanban` towards the top of the window, and then :guilabel:`Save & Close` to confirm the changes. Now, tickets that reach this stage will be considered as *closed*."
msgid "Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`. Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`."
msgid "If one of the team's stages is set to be folded in the kanban view, it will be the default selection in the :guilabel:`Move to Stage` field. If the team has more than one folded stage, the stage that occurs first in the pipeline will be the default. If no stage is folded, the default selection will be the last stage in the pipeline."
msgid "The :guilabel:`After days of inactivity` field does **not** take the working calendar into account when tracking the amount of time a ticket has been inactive."
msgid "Tickets can linger in the :guilabel:`Customer Feedback stage`, because once an issue is solved, customers may not respond immediately. At that point, the tickets can be closed automatically. However, tickets in the :guilabel:`New` and :guilabel:`In Progress` stages may remain inactive due to assignment or workload issues. Closing these tickets automatically would result in issues going unsolved."
msgid "Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own ticket(s) when they determine that their issue has been resolved."
msgid "Start by navigating to :menuselection:`Helpdesk --> Configuration --> Teams` and select a team. On the team's settings page, scroll to the :guilabel:`Self-Service` section and check the box for :guilabel:`Closure by Customers`."
msgid "Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` button will be available for customers when they view their ticket through the customer portal."
msgid "Customers are able to view their tickets by clicking the :guilabel:`View the ticket` link they receive by email. The link is included in the :guilabel:`Request Acknowledgment` template, which is added to the first stage of a team by default. This link does not require a customer to have access to the portal to view or respond to their ticket."
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 "Odoo :guilabel:`Helpdesk` is a ticket-based customer support application. Teams can track, prioritize, and solve customer issues from their pipeline, which is organized in customizable stages. Multiple teams can be configured and managed in one dashboard."
msgid "To view or modify *Helpdesk* teams, go to :menuselection:`Helpdesk --> Configuration --> Teams`. To create a new team, click on the :guilabel:`New` button in the top left of the dashboard. From there, name the new team, and fill out the remaining fields as defined in the following sections on the form."
msgid ":guilabel:`Invited portal users and all internal users` have access to the team without being a follower. Portal users will only be able to access tickets that they are following."
msgid "A `Customer Support` team intended to handle general issues with shipping and product issues would have the visibility setting :guilabel:`Invited portal users and all internal users`. However, a `Financial Services` team handling tickets related to accounting or tax information would only need to be visible to :guilabel:`Invited internal users`."
msgid "When tickets are received, they will need to be assigned to a member of the support team. This can be done manually on each ticket individually, or through :guilabel:`Automatic Assignment`. Check the box next to :guilabel:`Automatic Assignment` to enable the feature for this team."
msgid "on how many open tickets they are currently assigned. This option is useful for automatically delegating a heavier workload to high-performers who tend to close tickets quickly."
msgid "Finally, add the :guilabel:`Team Members` who will 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."
msgid "If an employee has time off scheduled in the :guilabel:`Time Off` application, they will not be assigned tickets during that time. If no employees are available, the system will look ahead until there is a match."
msgid ":guilabel:`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."
msgid ":ref:`Developer mode <developer-mode>` must be activated in order to access the stages menu. To activate developer mode go to :menuselection:`Settings --> General Settings --> Developer Tools` and click on :guilabel:`Activate the developer mode`."
msgid "The list view shows an overview of all the stages currently available in Helpdesk. They are listed in the order they appear in the pipeline. To change the order of the stages, use the arrow buttons on the left side of the list."
msgid "To create a new stage, click on the :guilabel:`New` button in the top left of the dashboard. Next, choose a name for the new stage, and add a description (though it is not required). Fill out the remaining fields following the steps below."
msgid "When an :guilabel:`Email Template` is added to a stage, an email is automatically sent to the the customer when a ticket reaches that specific stage in the helpdesk pipeline. Likewise, adding an :guilabel:`SMS Template` will result in an SMS text message being sent to the customer."
msgid "SMS Text Messaging is an In-App Purchase (IAP) service that requires prepaid credits to work. Refer to `SMS Pricing FAQ <https://iap-services.odoo.com/iap/sms/pricing>`_ for additional information."
msgid "To select an existing email template, select it from the :guilabel:`Email Template` field. Click on the arrow key to the right of the field to edit the template."
msgid "To create a new template, click the field and begin typing a new template title. Then select :guilabel:`Create and edit`, and complete the form details."
msgid "Make a selection in the :guilabel:`Teams` field on the :guilabel:`Stages` form. More than one team may be selected, since the same stage(s) can be assigned to multiple teams."
msgid "Check the :guilabel:`Folded in Kanban` box on the :guilabel:`Stages` form to display this stage as *folded* by default in the kanban view for this team."
msgid "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."
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 "Odoo *Helpdesk* offers multiple channels where customers can reach out for assistance, such as email, live chat, and through a website's submission form. The variety of these contact options provides customers with multiple opportunities to receive support quickly, while also giving the support team the ability to manage multi-channel support tickets from one central location."
msgid "Go to :menuselection:`Helpdesk --> Configuration --> Teams` and choose an existing team, or click :guilabel:`New` to :doc:`create a new team <getting_started>`."
msgid "To alter a *Helpdesk* team's email alias, navigate to the :guilabel:`Teams` settings page. Find :guilabel:`Email Alias`, under the :guilabel:`Channels` heading, and then type in the desired team alias in the field."
msgid "When a new *Helpdesk* team is created, an :guilabel:`Email Alias` is created, as well. This alias can be changed in the :guilabel:`Alias` field."
msgid "If the database does not have a custom domain already configured, click :guilabel:`Configure a custom domain` to be redirected to the :guilabel:`Settings` page. From there, enable :guilabel:`Custom Email Servers`."
msgid "When an email is received, the subject line from the email becomes the title of a new *Helpdesk* ticket. The body of the email is also added to the ticket under the :guilabel:`Description` tab and in the ticket's :guilabel:`Chatter` section."
msgid "The configuration steps outlined above are for **Odoo Online** and **Odoo.sh** databases. For **On-premise** databases, additional configuration for custom email servers and email aliases may be required."
msgid "Enabling the *Website Form* setting adds a new page to the website with a customizable form. A new ticket is created once the required form fields are filled out and submitted."
msgid "To activate the website form, navigate to a team's settings page under :menuselection:`Configuration --> Teams`. Find the :guilabel:`Website Form` feature under the :guilabel:`Channels` section, and check the box."
msgid "After the feature is activated, click the :guilabel:`Go to Website` smart button at the top of the that :guilabel:`Teams` settings page to view and edit the new website form, which is created automatically by Odoo."
msgid "As well, if a *Help Center* is published, the smart button will navigate there first. Simply click the :guilabel:`Contact Us` button at the bottom of the forum to navigate to the ticket submission form."
msgid "To customize the default ticket submission form, click the :guilabel:`Edit` button in the upper right corner of the page. Then click on one of the fields in the form."
msgid "Add, remove, or update fields as necessary to alter the information submitted by customers. Fields can be made marked as :guilabel:`Required`, by toggling the switch from gray to blue in the website builder's editor window, located under the :guilabel:`Field` section. As well, other pertinent field information can be edited here, such as:"
msgid ":guilabel:`Label`: to give the form field a label (e.g. `Full Name`, `Email Address`, etc.). Also control the label position on the form by using the nested :guilabel:`Position` options."
msgid ":guilabel:`Description`: which, optionally, adds an editable line under the input box to provide additional contextual information related to the field."
msgid ":guilabel:`Visibility`: to allow for absolute or conditional visibility of the field. Nested options, such as device visibility, appear when certain options are selected."
msgid "Text blocks can be added in the farthest 1/3 column of the ticket form page, next to the ticket form. This is an ideal place to include team information such as additional contact details, hours, or common helpful articles that link to the :guilabel:`Forum`."
msgid "Once the form has been optimized and is ready for public use, :guilabel:`Save` the changes, and then publish the form by clicking on the :guilabel:`Unpublished` button."
msgid "The *Live Chat* feature allows website visitors to connect directly with a support agent or chatbot. During these conversations, *Helpdesk* tickets can be instantly created by using the :doc:`response command </applications/websites/livechat/responses>` `/helpdesk`."
msgid "To enable *Live Chat*, navigate to the :menuselection:`Configuration --> Teams` list view, select a team, and on the :guilabel:`Teams` settings page, click the check box next to :guilabel:`Live Chat`, under the :guilabel:`Channels` heading."
msgid "If this is the first time *Live Chat* has been enabled on the database, the page may need to be saved manually and refreshed before any further steps can be taken."
msgid "With the :guilabel:`Live Chat` setting engaged, click on :guilabel:`View Channels`. Then, on the :guilabel:`Website Live Chat Channels` dashboard, select the kanban card for the channel that was created for the *Helpdesk* team, or create a :guilabel:`New` one if necessary. When a kanban card is selected, additional options await on the channel's form."
msgid "When an individual channel is clicked on the :guilabel:`Website Live Chat Channels` dashboard, Odoo directs the page to the channel form. From there, the :guilabel:`Channel Name` can be edited, however Odoo names this to match the *Helpdesk* team's kanban pipeline, by default."
msgid "*Operators* are the users who will act as agents and respond to live chat requests from customers. The user who originally created the live chat channel will be added by default."
msgid "To add additional users, navigate and click on the live chat channel from the :guilabel:`Website Live Chat Channels` dashboard, and on the :guilabel:`Operators` tab, click :guilabel:`ADD`."
msgid "Then, click the check box next to the users to be added, and click :guilabel:`SELECT`. :guilabel:`New` operators can be created and added to the list, as well, by filling out the :guilabel:`Create Operators` form and then clicking :guilabel:`SAVE & CLOSE` (or :guilabel:`SAVE & NEW` for multiplerecord creations)."
msgid "As well, current operators can be edited or removed by clicking on their respective boxes in the :guilabel:`Operators` tab, and then adjusting their form values, or by using one of the form buttons located at the bottom of the form, such as :guilabel:`REMOVE`."
msgid "Change the text in the :guilabel:`Text of the Button` field to update the greeting displayed in the text bubble when the live chat button appears on the website."
msgid "Edit the :guilabel:`Welcome Message` to change the message a visitor sees when they open the chat window. This message will appear as though it is sent by a live chat operator, and should be an invitation to continue the conversation."
msgid "Change the :guilabel:`Livechat Button Color` and and the :guilabel:`Channel Header Color` by clicking a color bubble to open the color selection window. Click the refresh icon to the right of the color bubbles to reset the colors to the default selection."
msgid "Color selection, for the button or header, can be made manually, or through RGB, HSL or HEX code selection. Different options will be available, depending on your operating system."
msgid "The :guilabel:`Channel Rules` tab determines when the live chat window opens on the website by logic of when a :guilabel:`URL Regex` action is triggered (e.g., a page visit)."
msgid "Edit existing rules, or create a new one by clicking :guilabel:`Add a line`, and fill out the pop-up form details based on how the rule should apply."
msgid "If a :guilabel:`Chatbot` will be included on this channel, select it from the dropdown. If the chatbot will only be active when no operators are available, check the box labeled :guilabel:`Enabled only if no operator`."
msgid "If a chatbot is added to a live chat channel, then 3 new smart buttons will appear on the channel settings form: :guilabel:`Chatbots`, :guilabel:`Sessions`, and :guilabel:`% Happy`."
msgid "The :guilabel:`Chatbots` smart button is where the chatbot can be programmed with a :guilabel:`Script`. Each line in the :guilabel:`Script` contains a :guilabel:`Message`, :guilabel:`Step Type`, :guilabel:`Answers`, and conditional :guilabel:`Only If` logic that applies when certain pre-filled answers are chosen. To create more steps in the :guilabel:`Script`, click :guilabel:`Add a line` and fill out the script steps form according to the desired logic."
msgid ":guilabel:`Sessions` is where live chat sessions are recorded in order of descending :guilabel:`Session Date`, by default. Each record includes the :guilabel:`Attendees` involved in the live chat session, the :guilabel:`# Messages`, as well as any :guilabel:`Rating` that was received when the session ended."
msgid "The :guilabel:`% Happy` smart button includes a log of ratings that were left by live chat attendees, and are labeled by date, time, and the support agent who was responsible for the live chat session."
msgid "Add the URL for the pages this channel will be applied to in the :guilabel:`URL Regex` field. If this channel will only be available to users in specific countries, add them to the :guilabel:`Country` field. If this field is left blank, the channel will be available to all site visitors."
msgid "The :guilabel:`Widget` tab on the live chat channel form offers an embeddable website widget, or a shortcode for instant customer/supplier access to a live chat window."
msgid "The live chat :guilabel:`Widget` can be applied to websites created through Odoo by navigating to the :menuselection:`Website --> Configuration --> Settings`. Then scroll to the :guilabel:`Live Chat` section, and select the channel to add to the site. Click :guilabel:`Save` to apply."
msgid "Likewise, to send a live chat session to a customer or supplier, click the second :guilabel:`COPY` button which contains a link to join directly."
msgid "During the conversation, an operator can use the shortcut :doc:`command </applications/websites/livechat/responses>` `/helpdesk` to create a ticket without leaving the chat window. The transcript from the conversation will be added to the new ticket, under the :guilabel:`Description` tab."
msgid "Tickets will be set to low priority (0 stars) by default. To change the priority level, select the appropriate number of stars on the kanban card, or on the ticket."
msgid "As priority levels can be used as criteria for assigning :doc:`SLAs <sla>`, changing the priority level of a ticket can alter the :abbr:`SLA (Service Level Agreement)` deadline."
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 "A Service Level Agreement (SLA) defines the level of service a customer can expect from a supplier. SLAs provide a timeline that tells customers when they can expect results, and keeps the support team on target."
msgid "To create a new :abbr:`SLA (Service Level Agreement)` Policy, navigate to the team's page under :menuselection:`Helpdesk --> Configuration --> Teams`. Select a team, scroll to the :guilabel:`Performance` section, and then check the selection box next to :guilabel:`SLA Policies` to enable it for that specific team."
msgid "The value indicated next to the :guilabel:`Working Hours` field is used to determine the deadline for :abbr:`SLA (Service Level Agreement)` policies. By default, this is determined by the value set in the :guilabel:`Company Working Hours` field under :menuselection:`Settings app --> Employees --> Work Organization`."
msgid "To create a new policy, click the smart button on the team`s settings page or go to :menuselection:`Helpdesk --> Configuration --> SLA Policies`, and click :guilabel:`New`. Start by entering a :guilabel:`Title` and a :guilabel:`Description` for the new policy, and proceed to fill out the form using the steps below."
msgid "The :guilabel:`Criteria` section is used to identify what tickets this policy will be applied to. Fill out the following fields to adjust the selection criteria:"
msgid ":guilabel:`Priority`: the priority level for a ticket is identified by selecting the number of stars representing the priority level on the kanban card or the ticket itself. The :abbr:`SLA (Service Level Agreement)` will only be applied once the priority level has been updated on the ticket to match the :abbr:`SLA (Service Level Agreement)` criteria. If no selection is made in this field, this policy will only apply to tickets marked as `Low Priority` (zero stars)."
msgid ":guilabel:`Types`: ticket types can be helpful when indicating when a ticket is a customer question, that can be solved with a quick response, or an issue, that may require additional investigation. Multiple ticket types can be selected for this field. If no selection is made, this policy will apply to all ticket types."
msgid ":guilabel:`Sales Order Items`: this field is available only if a team has the *Timesheets* app enabled. This allows the ticket to tie directly to a specific line on a sales order, which must be indicated on the ticket in the :guilabel:`Sales Order Item` field."
msgid "Unless otherwise indicated, multiple selections can be made for each field. (i.e. multiple :guilabel:`Tags` can be included in a policy, but only one :guilabel:`Priority` level)"
msgid "The :guilabel:`Target` is the stage a ticket needs to reach, and the time alloted to reach that stage, in order to satisfy the :abbr:`SLA (Service Level Agreement)` policy. Any stage assigned to a team may be selected for the :guilabel:`Reach Stage` field. Time spent in stages selected in :guilabel:`Excluding Stages` will not be included in the calculation of the :abbr:`SLA (Service Level Agreement)` deadline."
msgid "An :abbr:`SLA (Service Level Agreement)` titled `8 Hours to Close` tracks the working time before a ticket is completed, and would have `Solved` as the :guilabel:`Reach Stage`. However, if the :abbr:`SLA (Service Level Agreement)` was titled `2 Days to Start`, it tracks the working time before work on a ticket has begun, and would have `In Progress` as the :guilabel:`Reach Stage`."
msgid "Once it is determined that a ticket fits the criteria of an :abbr:`SLA (Service Level Agreement)` policy, a deadline is calculated. The deadline is based on the creation date of the ticket, and the targeted working hours. The deadline is then added to the ticket, as well as a white tag indicating the name of the :abbr:`SLA (Service Level Agreement)` applied."
msgid "If a ticket fits the criteria for more than one :abbr:`SLA (Service Level Agreement)`, the earliest occurring deadline will be displayed on the ticket. Once that deadline has passed, the next deadline will be displayed."
msgid "Once a ticket satisfies an :abbr:`SLA (Service Level Agreement)` policy, the :abbr:`SLA (Service Level Agreement)` tag turns green, and the :guilabel:`Deadline` field disappears from view on the."
msgid "If the :abbr:`SLA (Service Level Agreement)` deadline passes and the ticket has not moved to the :guilabel:`Reach Stage`, the :abbr:`SLA (Service Level Agreement)` tag will turn red. Once the :abbr:`SLA (Service Level Agreement)` has failed, the red tag will stay on the ticket, even after the ticket is moved to the :guilabel:`Reach Stage`."
msgid "The :guilabel:`SLA Status Analysis` report tracks how quickly an :abbr:`SLA (Service Level Agreement)` is fulfilled, as well as the success rate of individual policies. Navigate to the report and corresponding pivot table by going to :menuselection:`Helpdesk --> Reporting --> SLA Status Analysis`."
msgid "By default, the report is displayed in a :guilabel:`Pivot` view, and is filtered to show the number of SLAs failed and the failure rate over the last 30 days, grouped by team."
msgid "To add the number of SLAs passed or in progress, click the :guilabel:`Measures` button to reveal a drop-down menu of reporting criteria, and choose from the options available based on the measurements preferred. Whenever a measurement is picked, a check mark will appear in the drop-down menu to indicate that that measurement is included, and a corresponding new column will emerge in the pivot table to show the relevant calculations."
msgid "To add a group to a row or column, click the plus :guilabel:` + ` button next to :guilabel:`Total`, and then select one of the groups. To remove one, click the minus :guilabel:` - ` button and deselect."
msgid "The :guilabel:`Status Analysis` report can also be viewed as a :guilabel:`Bar`, :guilabel:`Line`, or :guilabel:`Pie` Chart. Toggle between these views by selecting the appropriate icon at the top of the chart."
msgid "Both the :guilabel:`Bar Chart` and :guilabel:`Line Chart` can be viewed :guilabel:`Stacked`. This presents two or more groups to appear on top of each other instead of next to each other, making it easier to compare data."
msgid "The :guilabel:`Cohort` view is used to track the changes in data over a period of time. To display the :guilabel:`Status Analysis` report in a :guilabel:`Cohort` view, click the icon in the top right corner above the chart."
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."
