[MERGE] Forward-port of branch 12.0 to 13.0

content/applications/services/fsm.rst

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+
+=============
+Field Service
+=============
+
+.. toctree::
+   :titlesonly:
+
+   fsm/overview
+   fsm/worksheets
+   fsm/sales
+   fsm/helpdesk

content/applications/services/fsm/helpdesk.rst

@@ -0,0 +1,8 @@
+========
+Helpdesk
+========
+
+.. toctree::
+   :titlesonly:
+
+   helpdesk/plan_onsite

content/applications/services/fsm/helpdesk/plan_onsite.rst

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+================================================
+Plan Onsite Interventions from Helpdesk Tickets
+================================================
+The integration with the Helpdesk application lets your helpdesk team manage interventions requests
+directly. It speeds up processes as you can plan field services tasks from tickets.
+
+Enable the feature
+===================
+Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams --> Edit` and enable
+:menuselection:`Onsite Interventions --> Save`.
+
+.. image:: media/po1.png
+   :align: center
+   :height: 400
+   :alt: Tasks from tickets in Odoo Field Service
+
+Now once your helpdesk team needs, they have the option to *Plan Intervention* from tickets.
+
+.. image:: media/po2.png
+   :align: center
+   :alt: Tasks from tickets in Odoo Field Service

content/applications/services/fsm/overview.rst

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+========
+Overview
+========
+
+.. toctree::
+   :titlesonly:
+
+   overview/invoicing_time
+   overview/keep_track
+   overview/manage_employees_schedule
+   overview/planning_itinerary
+

content/applications/services/fsm/overview/invoicing_time.rst

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+========================================
+Invoicing Time and Material to Customers
+========================================
+Track the exact time spent on a task and give customers the ability to sign their worksheet
+report onsite. Invoice customers as soon as the work is complete, leaving you, and the customer,
+with the confidence that they will be charged for the exact right hours and material used.
+
+Get the exact time spent on a task
+==================================
+Click on *Start* to launch the timer. You can *Pause* at any moment and *Resume* when you would like
+to continue.
+
+.. image:: media/im1.png
+   :align: center
+   :alt: Timesheet Timer in Odoo Field Service
+
+Click on *Stop* once the work is done to confirm the total time spent and add a description.
+
+.. image:: media/im2.png
+   :align: center
+   :alt: Timesheet Timer in Odoo Field Service
+
+Sign and send reports & validate stock-picking
+==============================================
+Now, fill your *Worksheet* and add the used products clicking on *Products*.
+
+.. image:: media/im3.png
+   :align: center
+   :alt: Sign and send reports in Odoo Field Service
+
+Click on *Start* if you need to record additional time for the same activity. The time recorded will
+be added to the already created and signed worksheet. Then, create a new invoice for the time added.
+
+*Mark as done* to close the task and to invoice your intervention. It also validates the
+stock-picking keeping your inventory up-to-date.
+
+*Sign Report* generates a detailed worksheet report for the customer to sign. Send it through email
+clicking on *Send Report*.
+
+Invoice your time and material
+===============================
+Under :menuselection:`All Tasks --> To Invoice`, find a list of all tasks marked as done but that
+have not been invoiced.
+Convenient feature as it allows accountants to easily access all finished tasks at once.
+
+.. image:: media/im4.png
+   :align: center
+   :alt: Invoice Tasks in Odoo Field Service
+
+
+.. tip::
+   Invoice all tasks at once selecting them all and going to :menuselection:`Action -->
+   Create Invoice`.
+
+.. image:: media/im5.png
+   :align: center
+   :alt: Invoice Task in Odoo Field Service
+
+.. seealso::
+   * :doc:`../../../services/project/advanced/feedback`

content/applications/services/fsm/overview/keep_track.rst

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+======================
+Keeping Track of Stock
+======================
+The integration with the Inventory application makes possible to track the material used and
+automatically keep your stock up to date.
+
+Set up your Field Service project
+=================================
+Go to :menuselection:`Field Service --> Configuration --> Projects` and make sure the option
+*Products on Tasks* is enabled.
+
+.. image:: media/kts1.png
+   :alt: Keep track of stock in Odoo Field Service
+
+Now, add the materials used in the intervention to the worksheet, and once the task is
+*Marked as done*, the stock-picking is automatically validated and the inventory evaluation
+is automatically updated.
+
+.. image:: media/kts2.png
+   :alt: Keep track of stock in Odoo Field Service

content/applications/services/fsm/overview/manage_employees_schedule.rst

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+=============================================
+Manage your Employees’ Schedules and Time Off
+=============================================
+The integration with the *Time off* application allows you to quickly see  your employees’
+availabilities. It will avoid conflicts and errors between employees schedules and interventions.
+
+Effortlessly see employees’ time off
+====================================
+No configuration needs to be done.
+Once the employees’ time has been validated in the *Time off* application, cells will be grayed for
+those days in your Gantt view.
+
+It also adapts to the working calendar of the employee. Example: the employee works part-time
+(from Monday to Wednesday). So, Thursday and Friday will also be greyed, in addition to the weekends.
+
+.. image:: media/mw1.png
+   :alt: Employees' Time off in Odoo Field Service
+
+Easily manage employees’ schedules
+==================================
+From the Gantt view (under *Planning by User, Project or Worksheet*), click on the plus sign to add
+a new task or on the magnifying glass to plan an existing one.
+
+.. image:: media/mw2.png
+   :align: center
+   :alt: Manage employees' schedules in Odoo Field Service
+
+Unassigned tasks
+=================
+If you need to plan an intervention but you do not know yet who will take care of it, you can leave
+the task unassigned. It will still be shown in the Gantt view. Simply drag and drop the responsible
+person he can be assigned.
+
+.. image:: media/mw3.png
+   :align: center
+   :alt: Unassigned tasks in Odoo Field Service
+
+.. tip::
+   Create projects per team, or per working site, and have a more accurate and dynamic database.
+
+.. seealso::
+   * :doc:`../../../services/project/overview/setup`

content/applications/services/fsm/overview/planning_itinerary.rst

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+=====================
+Planning an Itinerary
+=====================
+
+Having an itinerary being shown based on the chronological order of the activities and on the best
+route to take, makes employees’ life easier and the workload more efficient.
+
+Have an itinerary displayed directly in Odoo
+============================================
+Go to *Settings* and under *Map view* click on *Get token*.
+
+.. image:: media/plit1.png
+   :alt: Configure Mapbox for Odoo Field Service
+
+Click on :menuselection:`Start mapping for free --> fill the Username, email and password fields
+--> agree with their Terms of Service and Privacy Policy --> Get started`. You will be redirected to
+your account. Scrolling the page down you will find *Access tokens*. Copy the *Default public
+token*.
+
+.. image:: media/plit2.png
+   :align: center
+   :alt: Configure Mapbox for Odoo Field Service
+
+Back in Odoo, paste it on :menuselection:`Token --> Save`.
+
+.. image:: media/plit3.png
+   :alt: Configure Mapbox for Odoo Field Service
+
+Now, your maps will show the itinerary based on the scheduled time and best route.
+
+.. image:: media/plit4.png
+   :align: center
+   :alt: Configure Mapbox for Odoo Field Service
+
+.. note::
+   This is an optional feature, as you can still have access to a map view without a Mapbox account.

content/applications/services/fsm/sales.rst

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+=====
+Sales
+=====
+
+.. toctree::
+   :titlesonly:
+
+   sales/create_quotations
+   sales/onsite_tasks_from_sales_orders

content/applications/services/fsm/sales/create_quotations.rst

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+============================
+Create Quotations from Tasks
+============================
+Allowing quotations to be created from tasks delivers a more efficient service as it allows space
+for preventive actions, while making the flow easy for employees.
+
+Enable the feature
+===================
+First, go to :menuselection:`Field Service --> Configuration --> Settings` and enable the option
+*Extra Quotations*.
+
+.. image:: media/cq1.png
+   :align: center
+   :alt: Create quotations in Odoo Field Service
+
+Second, go to :menuselection:`Configuration --> Projects` and enable *Extra Quotations*.
+
+.. image:: media/cq2.png
+   :align: center
+   :height: 400
+   :alt: Create quotations in Odoo Field Service
+
+You can now create *New Quotations* directly from your tasks.
+
+.. image:: media/cq3.png
+   :align: center
+   :alt: Create quotations in Odoo Field Service

content/applications/services/fsm/sales/onsite_tasks_from_sales_orders.rst

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+===================================================
+Create Onsite Interventions Tasks from Sales Orders
+===================================================
+By allowing your sales team to open onsite interventions tasks will create a seamless experience
+for your customers. It also allows them to first receive a quotation with the materials that will
+be used plus the service price to be approved before the work even starts.
+
+Enable the feature
+==================
+Go to :menuselection:`Sales --> Products --> Create` or edit an existing one.
+Select: under :menuselection:`General Information --> Product Type: Service`;
+under :menuselection:`Sales --> Service Invoicing Policy: Timesheet on task --> Service Tracking:
+Create a task in an existing project --> Project --> Worksheet Template --> Save`.
+
+.. image:: media/onsite1.png
+   :align: center
+   :alt: Onsite Interventions from Sales Order in Odoo Field Service
+
+Now, once you have *Confirmed* a *quotation*, a task will be created in the respective
+project you have chosen.
+
+.. image:: media/onsite2.png
+   :align: center
+   :alt: Onsite Interventions from Sales Order in Odoo Field Service
+
+
+.. tip::
+   One of the greatest benefits here is that you can have different *Worksheets Templates* under the
+   same project and product, for example.

content/applications/services/fsm/worksheets.rst

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+==========
+Worksheets
+==========
+
+.. toctree::
+   :titlesonly:
+
+   worksheets/customize_worksheets

content/applications/services/fsm/worksheets/customize_worksheets.rst

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+===========================
+Customize Worksheet Reports
+===========================
+Personalizing your customer reports, also called *worksheets*, allows you to have different
+descriptions of the work for each type of intervention. It speeds up the flow for your employees
+while giving customers a detailed summary, which can be reviewed and signed onsite.
+
+Enable the feature
+==================
+Go to :menuselection:`Field Service --> Configuration` and enable
+:menuselection:`Worksheet Templates --> Save`.
+
+.. image:: media/cc1.png
+   :align: center
+   :alt: Custom Worksheet in Odoo Field Service
+
+Designing worksheets
+====================
+Under :menuselection:`Configuration --> Worksheet Templates`, click on *Create* and start to
+*Design Worksheet Template*.
+You will be redirected to the *Studio* application.
+
+.. image:: media/cc2.png
+   :align: center
+   :alt: Custom Worksheet in Odoo Field Service
+
+With the freedom of *Studio*, drag and drop fields to create a report tailored to your needs.
+Once you are done, click on *Close* and get an overview of the work done.
+
+*Worksheets* is where you can see how many times the worksheet has been used/completed under a task.
+*Analysis* examines all the worksheets under that given template and generates a graph.
+
+.. image:: media/cc3.png
+   :align: center
+   :alt: Custom Worksheet in Odoo Field Service
+
+.. seealso::
+   - `Studio Basics <https://www.odoo.com/slides/slide/studio-basics-710?fullscreen=1>`_

content/applications/services/helpdesk.rst

@@ -0,0 +1,11 @@
+
+========
+Helpdesk
+========
+
+.. toctree::
+   :titlesonly:
+
+   helpdesk/overview
+   helpdesk/timesheet_and_invoice
+   helpdesk/advanced

content/applications/services/helpdesk/advanced.rst

@@ -0,0 +1,9 @@
+========
+Advanced
+========
+
+.. toctree::
+   :titlesonly:
+
+   advanced/after_sales
+   advanced/close_tickets

content/applications/services/helpdesk/advanced/after_sales.rst

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+====================
+After Sales Features
+====================
+
+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.
+
+Set up the after sales services
+===============================
+
+Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable the after sales
+options: *Refunds, Returns, Coupons, Repairs and Onsite Interventions*.
+
+.. image:: ./media/aftersales1.png
+   :align: center
+
+Generate credit notes from tickets
+----------------------------------
+
+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.
+
+.. image:: ./media/aftersales2.png
+   :align: center
+
+Allow product returns from tickets
+----------------------------------
+
+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*.
+
+.. image:: ./media/aftersales3.png
+   :align: center
+
+Grant coupons from tickets
+--------------------------
+
+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.
+
+.. image:: ./media/aftersales4.png
+   :align: center
+
+Repairs from tickets
+--------------------
+
+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.
+
+.. image:: ./media/aftersales5.png
+   :align: center
+
+Plan onsite interventions from tickets
+--------------------------------------
+
+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.
+
+.. image:: ./media/aftersales6.png
+   :align: center
+   :height: 300
+
+.. seealso::
+   - :doc:`../../fsm/overview/invoicing_time`
+   - `Coupons <https://www.odoo.com/slides/slide/coupon-programs-640?fullscreen=1>`_
+   - :doc:`../../../inventory_and_mrp/manufacturing/repair/repair`

content/applications/services/helpdesk/advanced/close_tickets.rst

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+======================================
+Allow Customers to Close their Tickets
+======================================
+
+Allowing customers to close their tickets gives them autonomy and minimize misunderstandings about
+when an issue is considered solved, or not. It makes communication and actions more efficient.
+
+Configure the feature
+=====================
+
+To configure the feature go to :menuselection:`Helpdesk --> Settings --> Helpdesk Teams --> Edit`
+and enable *Ticket closing*.
+
+.. image:: media/closetickets1.png
+   :align: center
+   :alt: Ticket closing in Odoo Helpdesk
+
+In order to designate to which stage the ticket migrates to once it is closed, go to
+:menuselection:`Helpdesk --> Overview --> Tickets`.
+
+.. image:: media/closetickets2.png
+   :align: center
+   :alt: Ticket closing in Odoo Helpdesk
+
+You can either create a new Kanban stage or work with an existing one. For both scenarios, go to
+:menuselection:`Helpdesk --> Settings --> Edit Stage` and enable *Closing Stage*.
+
+.. image:: media/closetickets3.png
+   :align: center
+   :alt: Ticket closing in Odoo Helpdesk
+
+If a closing stage is not specified, by default, the ticket is moved to the last stage;
+contrarily, if you have more than one stage set as closing, the ticket is put in the first one.
+
+The Costumer Portal
+===================
+
+Now, once the user logs into his Portal, the option *Close this ticket* is available.
+
+.. image:: media/closetickets4.png
+   :align: center
+   :alt: Ticket closing in Odoo Helpdesk
+
+Get reports on tickets closed by costumers
+==========================================
+
+To do an analysis of the tickets that have been closed by costumers go to
+:menuselection:`Helpdesk --> Reporting --> Tickets --> Filters --> Add Custom filter -->
+Closed by partner --> Applied`.
+
+.. image:: media/closetickets5.png
+   :align: center
+   :height: 300
+   :alt: Reports on Ticket closing in Odoo Helpdesk

content/applications/services/helpdesk/overview.rst

@@ -0,0 +1,13 @@
+========
+Overview
+========
+
+.. toctree::
+   :titlesonly:
+
+   overview/getting_started
+   overview/sla
+   overview/receiving_tickets
+   overview/reports
+   overview/forum_and_elearning
+   overview/ratings

content/applications/services/helpdesk/overview/forum_and_elearning.rst

@@ -0,0 +1,73 @@
+===================
+Forum and eLearning
+===================
+
+Forum
+=====
+
+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!).
+
+Set up
+------
+
+Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Team` and enable *Help Center*.
+
+.. image:: media/help_center_feature.png
+   :align: center
+   :alt: Overview of the settings page of a helpdesk team emphasizing the help center feature in
+         Odoo Helpdesk
+
+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.
+
+.. image:: media/help_center_customer_care.png
+   :align: center
+   :alt: Overview of a forum’s settings page in Odoo Helpdesk
+
+From now on, logged in users can start their discussions. To keep track of posts, go to
+:menuselection:`Website --> Forum --> Posts`.
+
+.. image:: media/customer_care_website.png
+   :align: center
+   :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk
+
+Turn tickets into forum posts by simply clicking on *Share on the Forum* on the ticket's page.
+
+.. image:: media/share_forum.png
+   :align: center
+   :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk
+
+eLearning
+=========
+
+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.
+
+Set up
+------
+
+Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *eLearning*.
+
+.. image:: media/elearning_feature.png
+   :align: center
+   :alt: Overview of the settings page of a customer care team emphasizing the feature elearning in
+         Odoo Helpdesk
+
+Once the structure and content of your course are ready, *Publish* it by clicking on *Unpublished*.
+
+.. image:: media/course_website.png
+   :align: center
+   :alt: View of a course being published for Odoo Helpdesk
+
+To keep track of your course statistics, go to *eLearning* and *View Course*.
+
+.. image:: media/view_course_elearning.png
+   :align: center
+   :alt: View of the elearning applications dashboard for Odoo Helpdesk
+
+.. todo:: DETAILS/INFO SHOULD COME FROM ELEARNING DOCS. THEREFORE, LINK DOCS ONCE AVAILABLE!

content/applications/services/helpdesk/overview/getting_started.rst

@@ -0,0 +1,64 @@
+===============
+Getting Started
+===============
+
+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.
+
+Set up teams
+============
+
+| To modify or create teams, go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
+| 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.).
+
+.. image:: media/helpdesk_teams_view.png
+   :align: center
+   :alt: View of the helpdesk teams page in Odoo Helpdesk
+
+Team’s productivity and visibility
+----------------------------------
+
+Teams can have individual *Assignment Methods* to ensure that tickets get redirected to the right
+person:
+
+- *Manually*: tickets are manually assigned, allowing employees to manage their own workload and
+  target tickets they are experts at;
+- *Random*: tickets are randomly assigned and everyone gets the same amount. This method ensures
+  that all tickets are handled as the assignment happens automatically;
+- *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.
+
+.. image:: media/productivity_visibility.png
+   :align: center
+   :alt: View of a helpdesk team settings page emphasizing the productivity and visibility features
+         in Odoo Helpdesk
+
+| 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).
+| 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).
+
+Set up stages and share it among teams
+======================================
+
+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*.
+
+.. image:: media/stages_teams.png
+   :align: center
+   :alt: View of a stage’s setting page emphasizing the option to add teams in Odoo Helpdesk
+
+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.
+
+.. image:: media/helpdesk_kanbanview.png
+   :align: center
+   :alt: View of a team’s kanban view in Odoo Helpdesk
+
+.. seealso::
+   - :doc:`../../../general/odoo_basics/users`

content/applications/services/helpdesk/overview/ratings.rst

@@ -0,0 +1,51 @@
+=======
+Ratings
+=======
+
+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.
+
+Set up
+======
+
+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.
+
+.. image:: media/ratings_on_tickets.png
+   :align: center
+   :alt: Overview of the settings page of a helpdesk team emphasizing the rating on ticket feature
+         in Odoo Helpdesk
+
+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*.
+
+.. image:: media/edit_stage.png
+   :align: center
+   :alt: Overview of a helpdesk team kanban view emphasizing the menu edit stage in Odoo Helpdesk
+
+Now, once a ticket reaches the stage(s) designated as the *Closing Stage*, an email is sent to the
+customer.
+
+.. image:: media/email_customer_feedback.png
+   :align: center
+   :alt: View of a standard helpdesk customer review email template for Odoo Helpdesk
+
+Ratings can be seen on the :doc:`chatter <../../../services/project/tasks/collaborate>` of each ticket, under
+the *See Customer Satisfaction* link on the main dashboard, and through *Reporting*.
+
+Ratings visible on the customer portal
+--------------------------------------
+
+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.
+
+.. image:: media/customer_portal.png
+   :align: center
+   :alt: View of the helpdesk ticket from a user’s portal emphasizing the link to the helpdesk team
+         in Odoo Helpdesk
+
+.. seealso::
+   - :doc:`../advanced/close_tickets`

content/applications/services/helpdesk/overview/receiving_tickets.rst

@@ -0,0 +1,89 @@
+=======================
+Start Receiving Tickets
+=======================
+
+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.
+
+Channels options to submit tickets
+==================================
+
+Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, and enable the following
+features as you want them to be available to your users.
+
+.. image:: media/channels_options.png
+   :align: center
+   :alt: View of a helpdesk teams setting page emphasizing the channels options in Odoo Helpdesk
+
+Email Alias
+-----------
+
+| 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.
+| Select *Configure domain name* to be redirected to *Settings* and, from there, enable *External
+  Email Servers* to determine or change your *Alias Domain*.
+
+.. image:: media/channels_emailalias.png
+   :align: center
+   :height: 250
+   :alt: View of the settings page of a helpdesk team emphasizing the email alias feature
+         in Odoo Helpdesk
+
+.. note::
+   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.
+
+Website Form
+------------
+
+| Allow your customers to submit a ticket by filling in a form through your website.
+| Once the feature is activated, get redirected to your website by clicking on *Go to Website*.
+
+.. image:: media/go_to_website.png
+   :align: center
+   :alt: View of the settings page of a helpdesk team emphasizing the Go to Website button in
+         Odoo Helpdesk
+
+From the website page customize the form as you like. Then, publish it by clicking on *Unpublished*.
+
+.. image:: media/submit_a_ticket_form.png
+   :align: center
+   :alt: View of the website form to submit a ticket for Odoo Helpdesk
+
+Live Chat
+---------
+
+| Through live interactions with your website visitors, helpdesk tickets can be instantly created
+  and redirected to the right person.
+| Click on your helpdesk team's name - for the example below: *Customer Care* -
+  and :doc:`set up your channel <../../../websites/livechat/overview/get_started>`.
+
+.. image:: media/live_chat.png
+   :align: center
+   :alt: View of the settings page of a helpdesk team emphasizing the live chat features and links
+         in Odoo Helpdesk
+
+Now, your operators can create tickets by using the
+:doc:`command <../../../websites/livechat/overview/responses>` */helpdesk (subject_of_ticket)*.
+
+Prioritize tickets
+==================
+
+Use the stars to prioritize your tickets. The most urgent ones appear at the top of your list on
+the Kanban view.
+
+- 1 star = *Low priority*
+- 2 stars = *High priority*
+- 3 stars = *Urgent*
+
+.. image:: media/kanban_view_prioritize.png
+   :align: center
+   :height: 330
+   :alt: View of a team’s kanban view and the prioritized tasks in Odoo Helpdesk
+
+.. seealso::
+   - :doc:`sla`
+   - :doc:`../advanced/close_tickets`
+   - :doc:`../../../productivity/discuss/advanced/email_servers`

content/applications/services/helpdesk/overview/reports.rst

@@ -0,0 +1,60 @@
+============================
+Reports for a Better Support
+============================
+
+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.
+
+Cases
+~~~~~
+
+Some examples of the reports Odoo Helpdesk can generate include:
+
+- The number of tickets *grouped by* team and ticket type.
+
+| In this manner, you are able to evaluate which ticket types have been the most frequent ones,
+  plus the workload of your teams.
+| Apply *Time Ranges* if you would like to make comparisons to a *Previous Period* or a *Previous
+  Year*.
+
+.. image:: media/report_team_ticket_type.png
+   :align: center
+   :alt: View of a helpdesk ticket analysis by team and ticket type in Odoo Helpdesk
+
+- The number of tickets closed per day, per team.
+
+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.
+
+.. image:: media/report_close_date_team.png
+   :align: center
+   :alt: View of a helpdesk ticket analysis by team and close date in Odoo Helpdesk
+
+.. tip::
+   Filter it by *Assignee* to see Key Performance Indicators (KPI) per agent.
+
+- The number of hours tickets are taking to be solved, grouped by team and ticket type.
+
+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.
+
+.. image:: media/report_time_to_close.png
+   :align: center
+   :alt: View of helpdesk ticket analysis of the hours to close by ticket type and team in
+         Odoo Helpdesk
+
+Save filters
+~~~~~~~~~~~~
+
+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*.
+
+.. image:: media/favorites.png
+   :align: center
+   :alt: View of helpdesk ticket analysis emphasizing the option to add a filter as a favorite one
+         in Odoo Helpdesk
+
+.. seealso::
+   - :doc:`receiving_tickets`
+   - :doc:`sla`

content/applications/services/helpdesk/overview/sla.rst

@@ -0,0 +1,47 @@
+==============================
+Service Level Agreements (SLA)
+==============================
+
+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.
+
+Create your policies
+====================
+
+| First, enable the feature on the settings of the team you would like policies to be applied,
+  going to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`.
+| Create your policies through the team’s settings page or go to :menuselection:`Helpdesk -->
+  Configuration --> SLA Policies`.
+
+.. image:: media/new_sla.png
+   :align: center
+   :height: 340
+   :alt: View of an SLA form in Odoo Helpdesk
+
+| Choose to which **Team** the policy is relevant and the **Minimum Priority** a ticket needs to
+  have for the policy to be applied.
+| **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.
+| When a ticket has satisfied an SLA policy, the SLA tag appears in green and the deadline field
+  is not shown anymore.
+
+.. image:: media/ticket_green_tag.png
+   :align: center
+   :height: 330
+   :alt: View of a ticket’s form emphasizing a satisfied SLA in Odoo Helpdesk
+
+SLA Analysis
+============
+
+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.
+
+.. image:: media/sla_analysis.png
+   :align: center
+   :alt: View of the SLA status analysis page emphasizing the group by option in Odoo Helpdesk
+
+.. seealso::
+   - :doc:`../advanced/close_tickets`

content/applications/services/helpdesk/timesheet_and_invoice.rst

@@ -0,0 +1,9 @@
+=====================
+Timesheet and Invoice
+=====================
+
+.. toctree::
+   :titlesonly:
+
+   timesheet_and_invoice/invoice_time
+   timesheet_and_invoice/reinvoice_from_project

content/applications/services/helpdesk/timesheet_and_invoice/invoice_time.rst

@@ -0,0 +1,112 @@
+========================================================
+Invoice Time Spent on Tickets (Prepaid Support Services)
+========================================================
+
+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.
+
+Set up
+======
+
+Step 1: Set up a helpdesk team
+------------------------------
+
+| Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, create or edit an existing
+  team, and enable *Timesheet on Ticket* and *Time Reinvoicing*.
+| 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.
+
+.. image:: media/sell_track_hours.png
+   :align: center
+   :alt: View of a helpdesk team settings page emphasizing the timesheet on ticket and time
+         reinvoicing features in Odoo Helpdesk
+
+Step 2: Set up a service
+------------------------
+
+| 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.
+| Then, go to :menuselection:`Sales --> Products --> Products`, create or edit an existing one, and
+  set its *Product Type* as *Service*.
+
+.. image:: media/product_type_unit.png
+   :align: center
+   :alt: View of a product's form emphasizing the product type and unit of measure fields in Odoo
+         Sales
+
+Now, select the invoicing management you would like to have under the *Sales* tab. We recommend the
+following configuration:
+
+.. image:: media/product_invoicing.png
+   :align: center
+   :alt: View of a product form and the invoicing options under the tab sales in Odoo Sales
+
+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.
+
+.. tip::
+   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.
+
+Prevision an invoice and record time
+====================================
+
+Step 1: Place an order
+----------------------
+
+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.
+
+.. image:: media/sales_order_new.png
+   :align: center
+   :alt: View of a sales order emphasizing the order lines in Odoo Sales
+
+Step 2: Invoice the customer
+----------------------------
+
+In *Sales*, select the respective sales order to *Create Invoice*.
+
+.. image:: media/create_invoice.png
+   :align: center
+   :height: 330
+   :alt: View of a sales order emphasizing the create invoice button in Odoo Sales
+
+Step 3: Link the task to the ticket
+-----------------------------------
+
+Now, in *Helpdesk*, create or edit the respective ticket and link it to the task created by the
+confirmation of the sales order.
+
+.. image:: media/helpdesk_task.png
+   :align: center
+   :alt: View of a helpdesk ticket emphasizing the field task in Odoo Helpdesk
+
+Step 4: Record the time spent
+-----------------------------
+
+Still on the respective helpdesk ticket, record the hours performed under the *Timesheets* tab.
+
+.. image:: media/helpdesk_timesheet.png
+   :align: center
+   :alt: View of a helpdesk ticket emphasizing the timesheets tab in Odoo Helpdesk
+
+Note that the hours recorded on the ticket form are shown on the *Delivered* column in the sales
+order.
+
+.. image:: media/quotation_delivered.png
+   :align: center
+   :alt: View of a sales order emphasizing the delivered column in Odoo Sales
+
+.. tip::
+   Hours recorded on the ticket are automatically shown in *Timesheets* and on the dedicated task.
+
+.. seealso::
+   - :doc:`reinvoice_from_project`
+   - :doc:`../../../inventory_and_mrp/inventory/management/products/uom`