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92 changes: 6 additions & 86 deletions content/applications/services/helpdesk/overview/help_center.rst
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Help center
===========

Odoo *Helpdesk* integrates with the *Forums*, *eLearning*, and *Knowledge* apps to create the *help
Odoo *Helpdesk* integrates with the *Forum*, *eLearning*, and *Knowledge* apps to create the *help
center*.

.. image:: help_center/help-center-enable-features.png
Expand Down Expand Up @@ -171,6 +171,8 @@ make any necessary additions or edits to the template, then click :guilabel:`Sen
Doing so will not replace the existing text in a ticket's description. The template will be added
as additional text.

.. _helpdesk/forum:

Community Forum
===============

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To create a new forum, type a name into the blank :guilabel:`Forums` field, then click the
:guilabel:`Create and Edit` option. Multiple forums can be selected in this field.

Set up a forum
--------------

The settings on a forum are managed through either the *Website* or *eLearning* applications. From
the Odoo Dashboard, navigate to :menuselection:`Website --> Configuration --> Forums` or
:menuselection:`eLearning --> Forum --> Forums`. In either case, select a forum to edit from the
list.

On the forum detail form, select a mode.

The :guilabel:`Questions` mode allows for one answer/response for each post, while
:guilabel:`Discussion` mode allows for multiple responses. To limit the forum to a single website,
select it from the :guilabel:`Website` field.

Under the :guilabel:`Order and Visibility` section, in the :guilabel:`Options` tab, choose how the
posts should be sorted, by modifying the :guilabel:`Default Sort` field. Change the
:guilabel:`Privacy` setting to change which users will have access to the forum.

Below these settings, there is space to add a description for the forum. This description will be
visible on the website where the forum is published.

.. image:: help_center/help-center-forum-settings.png
:align: center
:alt: Overview of a forum's settings page in Odoo Helpdesk.

Karma gains and karma related rights
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

When users interact on forums - either through posting questions, submitting answers, or upvoting
responses - they earn points, called *karma*.

Karma points are used to build the credibility of a user within the community. The more positive
interactions a user has on the forum, the more karma points they gain. Certain activities, such as
posting without validation, or editing posts, require users to have earned a specific level of karma
points to prove their legitimacy and trustworthiness.

These figures can be adjusted on the :guilabel:`Karma gains` and :guilabel:`Karma related rights`
tabs, located on the forums detail form.

.. tabs::

.. tab:: Karma gains

In the :guilabel:`Karma gains` tab, there are listed actions that will cause users to gain
(or lose) karma points. Those actions are:

- Asking a question
- Question upvoted
- Question downvoted
- Answer upvoted
- Answer downvoted
- Accepting an answer
- Answer accepted
- Answer flagged

.. tab:: Karma related rights

In the :guilabel:`Karma related rights` tab, there are listed activities that users cannot
complete, without having a specific level of karma points. Those activities are:

- Ask questions
- Answer questions
- Upvote
- Downvote
- Edit own posts
- Edit all posts
- Close own posts
- Close all posts
- Delete own posts
- Delete all posts
- Nofollow links
- Accept an answer on own question
- Accept an answer to all questions
- Editor features: image and links
- Comment on own posts
- Comment on all posts
- Convert own answers to comments (and vice versa)
- Convert all answers to comments (and vice versa)
- Unlink own comments
- Unlink all comments
- Ask questions without validation
- Flag a post as offensive
- Moderate posts
- Change question tags
- Create new tags
.. seealso::
Check out the :doc:`Forum documentation <../../../websites/forum>` to learn how to configure,
use, and moderate a forum.

Create a forum post from a Helpdesk ticket
------------------------------------------
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1 change: 1 addition & 0 deletions content/applications/websites.rst
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Expand Up @@ -10,4 +10,5 @@ Websites
websites/website
websites/ecommerce
websites/elearning
websites/forum
websites/livechat
2 changes: 2 additions & 0 deletions content/applications/websites/elearning.rst
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Expand Up @@ -214,6 +214,8 @@ It appears in the course content on your website.
:align: center
:alt: Additional ressources

.. _elearning/quiz:

Quiz tab
--------

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