[IMP] helpdesk: update ticket closing

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

@@ -1,48 +1,116 @@
-======================================
-Allow customers to close their tickets
-======================================
+===============
+Closing tickets
+===============
 
-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.
+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.
 
-Enable ticket closing
-=====================
+Manually close solved tickets
+=============================
 
-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.
+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*.
 
-.. image:: close_tickets/close-ticket-settings.png
-   :alt: Ticket closing feature in Odoo Helpdesk.
+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.
 
-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.
+.. image:: close_tickets/closing-edit-stage-gear.png
+   :align: center
+   :alt: View of stage on Helpdesk pipeline with emphasis on gear icon and edit stage option.
 
-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.
+.. warning::
+   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.
 
-.. note::
-   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.
+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*.
 
-With the ticket closing settings now complete, customers can now view the option to
-:guilabel:`Close this ticket` when they log into their portal.
+   .. image:: close_tickets/closing-folded-setting.png
+      :align: center
+      :alt: Stage settings page.
 
-.. image:: close_tickets/customer-view-close-ticket.png
-   :alt: Customer view of ticket closing in Odoo Helpdesk.
+Automatically close inactive tickets
+====================================
+
+Tickets that are inactive for a set period of time can be automatically closed. At that point, they
+will be moved to a folded stage.
+
+Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`.
+Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`.
+
+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.
+
+The :guilabel:`After days of inactivity` field defaults to `7`, but can be adjusted if necessary.
+
+.. warning::
+   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.
+
+If only certain stages should be used to track days of inactivity, they can be added to the
+:guilabel:`In Stages` field.
+
+.. example::
+   A team's pipeline is created with the following stages:
+
+   - `New`
+   - `In Progress`
+   - `Customer Feedback`
+   - `Closed`
+
+   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.
 
-Get reports on tickets closed by customers
+   Therefore, the :guilabel:`Automatic Closing` settings would be configured as below\:\
+
+   - :guilabel:`Automatic Closing`: *checked*
+   - :guilabel:`Move to Stage`: `Solved`
+   - :guilabel:`After``7`:guilabel:`days of inactivity`
+   - :guilabel:`In Stages`: `Customer Feedback`
+
+   .. image:: close_tickets/closing-automatic-settings-example.png
+      :align: center
+      :alt: Example of Automatic Closing settings.
+
+Allow customers to close their own tickets
 ==========================================
 
-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`.
+Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own ticket(s)
+when they determine that their issue has been resolved.
+
+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`.
+
+.. image:: close_tickets/closing-by-customer-setting.png
+   :align: center
+   :alt: Customer closing setting in Odoo Helpdesk.
+
+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.
+
+.. image:: close_tickets/closing-customer-view.png
+   :align: center
+   :alt: Customer view of ticket closing in Odoo Helpdesk.
+
+.. note::
+   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.
 
-.. image:: close_tickets/closed-by-search-filter.png
-   :alt: Filter for tickets closed by customers on Odoo Helpdesk's reporting page.
+   Customers with access to the portal will be able to view their tickets under :menuselection:`My
+   Account --> Tickets`.