Website Help Desk / Support Ticket

by
Odoo          
v 8.0 Third Party 13743
Download for 8.0 series
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Technical name website_support
LicenseGPL-3
Repositoryhttps://github.com/SythilTech/Odoo.git#8.0
Read description for v 12.0 v 11.0 v 10.0 v 9.0
Required Apps CRM (crm)
Website Builder (website)
Technical name website_support
LicenseGPL-3
Repositoryhttps://github.com/SythilTech/Odoo.git#8.0
Read description for v 12.0 v 11.0 v 10.0 v 9.0
Required Apps CRM (crm)
Website Builder (website)

Description

A helpdesk / support ticket system for your website

Features

  • Search through website based help documention
  • Submit ticket bthrough the website

Using the module

Creating help pages

1. Go to Sales->Configuration->Support Tickets->Help Pages

Managing help tickets

1. Go to Sales->Customer Support->Support Tickets

Inherited Views

res.partner.form (base.view_partner_form)

Adds "Support Tickets" button in the top right button box.

Web Controllers

/support/help

Public, lists help groups and their help pages.

/support/ticket/submit

Public, Page where public / registered users can submit a support ticket.

/support/ticket/process

Public, insert support ticket into database, send email to all follows of the tickets support category and redirect user to thank you page.

/support/ticket/thanks

Public, thanks the users for submitting the ticket.

/support/ticket/view

User, views a list of support tickets submitted by the logged in user.

/support/ticket/view/<ticket>

User, views an individual ticket with the id <ticket>, shows error if the ticket is not owned by the logged in user.

/support/ticket/comment

User, Inserts support ticket comment into database and redirects user back to /support/ticket/view/<ticket> page.

/support/help/auto-complete

Public, broken but it's meant to allow people to search for help pages.

Inserted Records

website.menu

Support (website_support_ticket): Adds "Support" to your website main menu.

website.support.ticket.categories

Technical Support (website_support_tech_support): "Tech Support" ticket category.

Billing Issues (website_support_billing_issues): "Billing Issues" ticket category.

website.support.ticket.states

Open (website_ticket_state_open): A ticket that is new/open

Staff Replied (website_ticket_state_staff_replied): A ticket staff have replied to

Customer Replied (website_ticket_state_customer_replied): A ticket the customer has replied to

Customer Closed (website_ticket_state_customer_closed): The customer has deemed the issue fixed and has closed the ticket

Staff Closed (website_ticket_state_staff_closed): The staff consider the issue fixed or have not got a reply in a long time and have closed the ticket

Models / Fields

res.partner (Inherited)

Fields

Tickets (support_ticket_ids): Support ticket list in the form of a button

Ticket Count (support_ticket_count): The amount of support tickets this customer has

website.support.help.groups (Support help articles are grouped together under a common title)

Fields

Help Group (Help Group): Name of the help group as displayed on the website

Pages (page_ids): List of help page articles that are part of this group

"Number of Pages (page_count): number of help page articles in this group

website.support.help.page (An individual help article)

Fields

Page Name (name): Name of the help page

Page URL (url): Auto generated url of the help page

Group (group_id): The help group this page belongs too

website.support.ticket (A support ticket)

Fields

Partner (partner_id): The partner this ticket belongs to if any

Person Name (person_name): The name of the person that submitted the ticket

Email (email): The name of the person that submitted the ticket

Category (category): The category of the support ticket

Subject (subject): The subject of the support ticket, remains the same throughout the life cycle of the ticket

Description (description): The initial content of the support ticket when it was first submitted

State (state): The current state of the support ticket, starts as open ends with closed

Conversation History (conversation_history): History of the conversation between various staff and the customer

website.support.ticket.message (A message in a support ticket conversation)

Fields

Ticket ID (ticket_id): The ticket this message belongs too

Content (content): the content of the message

website.support.ticket.categories (Categories a support ticket can be)

Fields

Category Name (name): Name of the category as seen in the support ticket submit webpage

website.support.ticket.states (The states a ticket can be in, starts as open, goes back and forth between customer replied and staff replied and finally closes when the issue has been resolved)

Fields

State Name (name): Name of the state as seen by staff

Security

No Group ()

website.support.ticket: Read, Write and Create

website.support.ticket.states: Read

website.support.ticket.message: Read and Create

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Odoo
V8 Send email
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Hi friends, i am using this module but i have a question. why is nos posible send email in v8??