Helpdesk

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Helpdesk Stages

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In this video, learn how to create and configure Heldpesk stages. Also, learn how to enable Email and SMS templates to automatically send once a ticket reaches a stage. **Check out more Odoo tutorials** - [Tutorial label]: [link to youtube tutorial] (add individual tutorial links as they are relevant to do so) - [APP] playlist: [link to youtube tutorial playlist] **App documentation** - Helpdesk Stages - All Helpdesk docs **See what Odoo can do for you!** - Schedule a demo: [demo] - Start a free trial: [trial]

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1. What is the difference between selecting "Fold" from the gear icon and checking the "Folded in Kanban" box in the edit menu?

There is no difference; both perform the same action permanently. Selecting "Fold" is temporary, while the checkbox makes the stage folded by default every time the pipeline is opened. The checkbox deletes the tickets, while the gear icon only hides them.

2. Why should you be careful before ticking the "Folded in Kanban" checkbox for a stage like "On Hold"?

Because any ticket moved to a folded stage is automatically considered closed. Because it prevents the team from adding new team members. Because it automatically sends an SMS to all customers in the database.

3. What is the benefit of the "Helpdesk Teams" field within the stage configuration menu?

It allows you to assign a manager to that specific stage. It limits the stage so only one team can ever use it. It allows you to share the same stage and its settings across multiple helpdesk teams.

Helpdesk

Helpdesk Stages

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