Helpdesk
Supportärenden
Vad den är till för
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.
Vad paketet gör och inte gör
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.
Modeller
helpdesk_sla
A service-level policy: how fast tickets of a priority should be answered and solved
Läsgrupp: helpdesk.agent. Skrivgrupp: helpdesk.manager.
| Fält | Typ | Dataklass | Personuppgift | Grupp | Agenter ser | Beskrivning |
|---|---|---|---|---|---|---|
name | text | none | nej | helpdesk.agent | i klartext | Policy name, for example Urgent in 4 hours |
priority | select (low, normal, high, urgent) | none | nej | helpdesk.agent | i klartext | Ticket priority the policy applies to: low, normal, high, urgent |
first_response_minutes | number | none | nej | helpdesk.agent | i klartext | Target time to the first reply, in minutes |
resolution_minutes | number | none | nej | helpdesk.agent | i klartext | Target time to resolve the ticket, in minutes |
active | bool | none | nej | helpdesk.agent | i klartext | Whether the policy can be attached to new tickets |
helpdesk_ticket
A customer support request
Läsgrupp: helpdesk.agent. Skrivgrupp: helpdesk.agent.
| Fält | Typ | Dataklass | Personuppgift | Grupp | Agenter ser | Beskrivning |
|---|---|---|---|---|---|---|
subject | text | none | nej | helpdesk.agent | i klartext | One-line summary of the problem |
description | longtext | none | nej | helpdesk.agent | i klartext | Full description of the problem and what the customer tried |
requester_name | text | internal | ja | helpdesk.agent | maskerad | Name of the person asking for help |
requester_email | text | internal | ja | helpdesk.agent | maskerad | Email address of the person asking for help |
category | select (question, incident, problem, feature_request) | none | nej | helpdesk.agent | i klartext | What kind of request it is: question, incident, problem, feature_request |
priority | select (low, normal, high, urgent) | none | nej | helpdesk.agent | i klartext | How soon it should be handled: low, normal, high, urgent |
severity | select (minor, major, critical) | none | nej | helpdesk.agent | i klartext | How badly the customer is affected: minor, major, critical |
assignee | text | internal | ja | helpdesk.agent | maskerad | Name of the agent working on the ticket |
sla_id | ref → helpdesk_sla | none | nej | helpdesk.agent | i klartext | Service-level policy the ticket is measured against |
opened_on | date | none | nej | helpdesk.agent | i klartext | Date the ticket was received (YYYY-MM-DD) |
first_response_on | date | none | nej | helpdesk.agent | i klartext | Date of the first reply to the customer (YYYY-MM-DD) |
due_on | date | none | nej | helpdesk.agent | i klartext | Date by which it should be solved under the policy (YYYY-MM-DD) |
resolved_on | date | none | nej | helpdesk.agent | i klartext | Date the problem was solved (YYYY-MM-DD) |
resolution | longtext | none | nej | helpdesk.agent | i klartext | How the problem was solved |
state | select (open, in_progress, resolved, closed) | none | nej | helpdesk.agent | i klartext | Ticket status: open, in_progress, resolved, closed |
Arbetsflöden
helpdesk_ticket
| Åtgärd | Flyttar | Vem får köra den | Godkännande |
|---|---|---|---|
helpdesk_ticket.take | state: open → in_progress | helpdesk.agent | nej |
helpdesk_ticket.resolve | state: in_progress → resolved | helpdesk.agent | nej |
helpdesk_ticket.close | state: resolved → closed | helpdesk.manager | ja |
helpdesk_ticket.reopen | state: resolved → open | helpdesk.agent | nej |
Behörighetsgrupper
Grupper som den här appen använder:
helpdesk.agenthelpdesk.manager
Steg som kräver godkännande
Steg som en agent bara kan föreslå:
helpdesk_ticket.close
Vad agenter kan och inte kan göra
En agent kan läsa, söka, skapa och uppdatera poster i den här appen, och köra de åtgärder som inte kräver godkännande, inom behörighetsgrupperna för sin token.
Den kan bara föreslå de här stegen, och en person måste godkänna dem: helpdesk_ticket.close, helpdesk_sla.delete, helpdesk_ticket.delete.
Personuppgifter maskeras som platshållare: helpdesk_ticket.requester_name, helpdesk_ticket.requester_email, helpdesk_ticket.assignee.
Beroenden
Inga.
Installera
Installera den från appen Customize (Marknadsplats), eller från kommandoraden:
obop modules install-from helpdeskKräver en databas och administratörsbehörighet.