Your greatest source of learning is your unhappy customers. So managing a healthy relationship with your existing customers is an inevitable factor to run a business. By understanding this, odoo 13 they have added new features to its help desk module. The help desk is primarily used to maintain the existing relationship with the customers. Now we can create a credit note, create a return order or generate a coupon and create a repair order directly from the help desk itself.
Helpdesk is the must-have tool available in odoo which has an integrated ticket system that paves the way to simplified interaction with the client. By automated customized emails and customer ticket rating, odoo help desk improve customer satisfaction.
Initially, you have to install odoo helpdesk from odoo.
The dashboard you a high-level overview of all the ticket activity. It also helps you to fastly access the starred tickets, your assigned and unassigned ones.
You can configure the helpdesk teams, tags, tickets, stages, activity types, SLA Policy, etc.
To configure the Helpdesk Team
Click Helpdesk-Configuration-Helpdesk Team
At this stage, one can add the team name, Customer portal description, and team members.
The recently created tickets can be assigned to the right person by Random, Balanced or Manual way.
Under Channels
The various ways to create tickets for the customers are said to Channels. So the customer can submit their tickets through emails, or by a completely customizable form in your Website. The tickets can be made manually using a phone call, anywhere else with API or using the live chat conversation.
For this, the following features should be activated.
Email
Livechat
API
Tickets
The customers are allowed to submit the tickets via email or via customizable form within your Website. Using pipeline, one can track the progress of the tickets. Also, it is easy to drag and drop them from one stage to another stage.
Configuration:
Helpdesk - All Tickets
Click the Create Button for creating the new ticket
You can also categorize the tag and then assign it.
For, marking the changes select the Save Button.
After the ticket is solved, the status will automatically get changed.
Odoo 13 helpdesk also provides the feature of enhanced communication so that you may not long to find out what has been done.