Helpdesk
Tickets de soporte
Para qué sirve
Receive and work through customer support requests with priority, severity and service-level targets. A typical use is an agent that reads new tickets and drafts a first triage while people keep ownership of the replies.
Qué hace y qué no hace el paquete
Support tickets with priority, severity, service-level targets and an open, in progress, resolved and closed flow. Targets are recorded, not enforced or timed automatically.
Modelos
helpdesk_sla
A service-level policy: how fast tickets of a priority should be answered and solved
Grupo de lectura: helpdesk.agent. Grupo de escritura: helpdesk.manager.
| Campo | Tipo | Clase de datos | Datos personales | Grupo | Los agentes ven | Descripción |
|---|---|---|---|---|---|---|
name | text | none | no | helpdesk.agent | en claro | Policy name, for example Urgent in 4 hours |
priority | select (low, normal, high, urgent) | none | no | helpdesk.agent | en claro | Ticket priority the policy applies to: low, normal, high, urgent |
first_response_minutes | number | none | no | helpdesk.agent | en claro | Target time to the first reply, in minutes |
resolution_minutes | number | none | no | helpdesk.agent | en claro | Target time to resolve the ticket, in minutes |
active | bool | none | no | helpdesk.agent | en claro | Whether the policy can be attached to new tickets |
helpdesk_ticket
A customer support request
Grupo de lectura: helpdesk.agent. Grupo de escritura: helpdesk.agent.
| Campo | Tipo | Clase de datos | Datos personales | Grupo | Los agentes ven | Descripción |
|---|---|---|---|---|---|---|
subject | text | none | no | helpdesk.agent | en claro | One-line summary of the problem |
description | longtext | none | no | helpdesk.agent | en claro | Full description of the problem and what the customer tried |
requester_name | text | internal | sí | helpdesk.agent | enmascarado | Name of the person asking for help |
requester_email | text | internal | sí | helpdesk.agent | enmascarado | Email address of the person asking for help |
category | select (question, incident, problem, feature_request) | none | no | helpdesk.agent | en claro | What kind of request it is: question, incident, problem, feature_request |
priority | select (low, normal, high, urgent) | none | no | helpdesk.agent | en claro | How soon it should be handled: low, normal, high, urgent |
severity | select (minor, major, critical) | none | no | helpdesk.agent | en claro | How badly the customer is affected: minor, major, critical |
assignee | text | internal | sí | helpdesk.agent | enmascarado | Name of the agent working on the ticket |
sla_id | ref → helpdesk_sla | none | no | helpdesk.agent | en claro | Service-level policy the ticket is measured against |
opened_on | date | none | no | helpdesk.agent | en claro | Date the ticket was received (YYYY-MM-DD) |
first_response_on | date | none | no | helpdesk.agent | en claro | Date of the first reply to the customer (YYYY-MM-DD) |
due_on | date | none | no | helpdesk.agent | en claro | Date by which it should be solved under the policy (YYYY-MM-DD) |
resolved_on | date | none | no | helpdesk.agent | en claro | Date the problem was solved (YYYY-MM-DD) |
resolution | longtext | none | no | helpdesk.agent | en claro | How the problem was solved |
state | select (open, in_progress, resolved, closed) | none | no | helpdesk.agent | en claro | Ticket status: open, in_progress, resolved, closed |
Flujos de trabajo
helpdesk_ticket
| Acción | Mueve | Quién puede ejecutarla | Aprobación |
|---|---|---|---|
helpdesk_ticket.take | state: open → in_progress | helpdesk.agent | no |
helpdesk_ticket.resolve | state: in_progress → resolved | helpdesk.agent | no |
helpdesk_ticket.close | state: resolved → closed | helpdesk.manager | sí |
helpdesk_ticket.reopen | state: resolved → open | helpdesk.agent | no |
Grupos de permisos
Grupos que usa esta aplicación:
helpdesk.agenthelpdesk.manager
Pasos con aprobación
Pasos que un agente solo puede proponer:
helpdesk_ticket.close
Qué pueden y qué no pueden hacer los agentes
Un agente puede leer, buscar, crear y actualizar registros de esta aplicación, y ejecutar las acciones que no requieren aprobación, dentro de los grupos de permisos de su token.
Solo puede proponer estos pasos, y una persona debe aprobarlos: helpdesk_ticket.close, helpdesk_sla.delete, helpdesk_ticket.delete.
Los datos personales se enmascaran como tokens marcadores: helpdesk_ticket.requester_name, helpdesk_ticket.requester_email, helpdesk_ticket.assignee.
Dependencias
Ninguna.
Instalación
Instálala desde la aplicación Customize (Marketplace) o desde la línea de comandos:
obop modules install-from helpdeskRequiere una base de datos y derechos de administrador.
Crea la tuya
La guía de módulos explica cómo se escriben aplicaciones como esta