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Configuration Guide - SH All-In-One Helpdesk

Configuration Guide - SH All-In-One Helpdesk

Complete configuration reference for administrators.

Table of Contents

  1. Company Settings
  2. Team Configuration
  3. Stage Configuration
  4. Category Setup
  5. Priority Levels
  6. SLA Policies
  7. Email Templates
  8. Reminder Alarms
  9. User Permissions
  10. Portal Configuration
  11. Dashboard Settings

Company Settings

Location: Helpdesk → Configuration → Settings

General Settings

Field Type Description Recommended
Enable Category Boolean Show category field on tickets ✓ Enabled
Enable Sub-Category Boolean Show sub-category field ✓ Enabled
Enable Customer Rating Boolean Allow customer feedback ✓ Enabled
Display Multi-User Boolean Allow multiple assignees ✓ Enabled
Enable Product Management Boolean Link products to tickets Optional
Display Ticket Reminder Boolean Enable reminder alarms ✓ Enabled

Auto-Close Settings

Field Type Description
Auto-Close Tickets Boolean Automatically close inactive tickets
Close Days Integer Days of inactivity before auto-close

Example Configuration:

auto_close:
  enabled: true
  days: 30
  runs: daily via cron

Default Assignments

Field Purpose
Default Team Auto-assign new tickets to this team
Default User Auto-assign new tickets to this user

Stage Mappings

Configure which stages represent each lifecycle state:

Setting Purpose Example
New/Draft Stage Initial ticket stage "New"
Resolved Stage Work completed "Done"
Closed Stage Ticket finalized "Closed"
Cancel Stage Cancelled tickets "Cancelled"
Re-open Stage Reopened tickets "Re-opened"

Email Settings

Field Purpose
Allocation Email Template Sent when ticket assigned
Reply Email Template Sent when agent replies
Include Signature Add user signature to emails
Display in Chatter Log messages in chatter
Send PDF in Message Include report URL
Send Ticket URL Include portal link
Email on Customer View Notify when customer views ticket

Portal Settings

Field Purpose
Auto Add Customer as Follower Subscribe customer to updates
Portal File Size Limit Max attachment size (KB)

Configuration Checklist

company_settings_checklist:
  general:
    - id: CFG-001
      setting: "Enable Category"
      recommended: true
      status: pending

    - id: CFG-002
      setting: "Enable Sub-Category"
      recommended: true
      status: pending

    - id: CFG-003
      setting: "Enable Customer Rating"
      recommended: true
      status: pending

    - id: CFG-004
      setting: "Display Multi-User"
      recommended: true
      status: pending

  stages:
    - id: CFG-010
      setting: "New Stage configured"
      status: pending

    - id: CFG-011
      setting: "Resolved Stage configured"
      status: pending

    - id: CFG-012
      setting: "Closed Stage configured"
      status: pending

    - id: CFG-013
      setting: "Cancel Stage configured"
      status: pending

  email:
    - id: CFG-020
      setting: "Allocation template set"
      status: pending

    - id: CFG-021
      setting: "Auto-add follower enabled"
      recommended: true
      status: pending

Team Configuration

Location: Helpdesk → Configuration → Teams

Creating a Team

Field Required Description
Team Name Yes Display name for the team
Team Head Yes User who leads the team
Team Members No Users who belong to team
Working Hours Yes Resource calendar for SLA calculations

Team Structure Example

support_organization:
  teams:
    - name: "Tier 1 Support"
      head: "[email protected]"
      members:
        - "[email protected]"
        - "[email protected]"
      calendar: "Standard 40 Hours"

    - name: "Tier 2 Technical"
      head: "[email protected]"
      members:
        - "[email protected]"
        - "[email protected]"
      calendar: "Standard 40 Hours"

    - name: "Billing Support"
      head: "[email protected]"
      members:
        - "[email protected]"
      calendar: "Standard 40 Hours"

Working Hours Calendar

The working hours calendar is critical for accurate SLA calculations.

  1. Navigate to: Settings → Technical → Resource → Working Times
  2. Create or select a calendar
  3. Define working days and hours

Example:

working_calendar:
  name: "Standard Business Hours"
  timezone: "America/New_York"
  schedule:
    monday: "09:00 - 17:00"
    tuesday: "09:00 - 17:00"
    wednesday: "09:00 - 17:00"
    thursday: "09:00 - 17:00"
    friday: "09:00 - 17:00"
    saturday: "closed"
    sunday: "closed"

Stage Configuration

Location: Helpdesk → Configuration → Stages

Default Stages

The module creates these default stages:

Stage Sequence Purpose
New 1 Newly created tickets
In Progress 2 Being worked on
Done 3 Work completed
Closed 4 Fully resolved
Cancelled 5 Cancelled tickets

Stage Fields

Field Description
Name Stage display name
Sequence Sort order (lower = earlier)
Email Templates Templates sent on stage transition
Next Stage Auto-advance to this stage
Group Access Restrict to specific user groups
Show Cancel Button Display cancel action
Show Done Button Display resolve action

Stage Workflow Example

ticket_workflow:
  stages:
    - name: "New"
      sequence: 1
      email_templates: ["New Ticket Notification"]
      next_stage: null
      show_cancel: true
      show_done: false

    - name: "Assigned"
      sequence: 2
      email_templates: ["Ticket Assigned"]
      next_stage: null
      show_cancel: true
      show_done: false

    - name: "In Progress"
      sequence: 3
      email_templates: []
      next_stage: null
      show_cancel: true
      show_done: true

    - name: "Pending Customer"
      sequence: 4
      email_templates: ["Awaiting Response"]
      next_stage: null
      show_cancel: true
      show_done: true

    - name: "Resolved"
      sequence: 5
      email_templates: ["Ticket Resolved"]
      next_stage: "Closed"
      show_cancel: false
      show_done: false

    - name: "Closed"
      sequence: 6
      email_templates: ["Ticket Closed"]
      next_stage: null
      show_cancel: false
      show_done: false

Restricting Stages by Group

To limit who can move tickets to certain stages:

  1. Edit the stage
  2. In "Group Access" field, select allowed groups
  3. Only users in those groups can transition to this stage

Category Setup

Location: Helpdesk → Configuration → Categories

Creating Categories

Field Required Description
Name Yes Category name
Sequence Auto Sort order

Example Category Structure

categories:
  - name: "Technical Support"
    subcategories:
      - "Software Issue"
      - "Hardware Issue"
      - "Network Problem"

  - name: "Billing"
    subcategories:
      - "Invoice Question"
      - "Payment Issue"
      - "Refund Request"

  - name: "Sales"
    subcategories:
      - "Product Inquiry"
      - "Quote Request"
      - "Order Status"

  - name: "General"
    subcategories:
      - "Information Request"
      - "Feedback"
      - "Other"

Sub-Categories

Location: Helpdesk → Configuration → Sub Categories

Field Required Description
Name Yes Sub-category name
Parent Category Yes Parent category reference
Sequence Auto Sort order

Priority Levels

Location: Helpdesk → Configuration → Priority

Default Priorities

Priority Color Use Case
Low Green Non-urgent issues
Medium Yellow Standard priority
High Orange Important issues
Urgent Red Critical issues

Creating Custom Priorities

Field Required Description
Name Yes Priority name
Sequence Auto Sort order
Color No Display color

SLA Policies

Location: Helpdesk → Configuration → SLA Policies

Understanding SLA Policies

SLA (Service Level Agreement) policies define response and resolution time targets.

Creating an SLA Policy

Field Required Description
Policy Name Yes Descriptive name
Team Yes Which team this applies to
Ticket Type No Optional: specific ticket type
Target Type Yes "Reaching Stage" or "Assign To"
Target Stage If reaching_stage Stage that must be reached
Days Yes SLA days component
Hours Yes SLA hours component
Minutes Yes SLA minutes component

SLA Calculation

The SLA deadline is calculated using the team's working hours calendar:

SLA Deadline = Ticket Created + (Days + Hours + Minutes) in business hours

Example SLA Policies

sla_policies:
  - name: "First Response - 4 Hours"
    team: "Tier 1 Support"
    target_type: "reaching_stage"
    target_stage: "In Progress"
    time:
      days: 0
      hours: 4
      minutes: 0

  - name: "Resolution - Standard (24 Hours)"
    team: "Tier 1 Support"
    target_type: "reaching_stage"
    target_stage: "Resolved"
    time:
      days: 1
      hours: 0
      minutes: 0

  - name: "Resolution - Urgent (4 Hours)"
    team: "Tier 1 Support"
    ticket_type: "Urgent"
    target_type: "reaching_stage"
    target_stage: "Resolved"
    time:
      days: 0
      hours: 4
      minutes: 0

  - name: "Assignment - 30 Minutes"
    team: "Tier 1 Support"
    target_type: "assign_to"
    time:
      days: 0
      hours: 0
      minutes: 30

SLA Status Colors

Status Color Meaning
Passed Green SLA met on time
Failed Red SLA deadline missed
Partial Orange Partially met (some SLAs passed, some failed)

Email Templates

Location: Settings → Technical → Email Templates

Default Templates

The module creates these email templates:

Template Trigger Purpose
Helpdesk: Ticket Notification New ticket Notify customer
Helpdesk: Allocation Assignment Notify assigned agent
Helpdesk: Ticket Reply Agent reply Send response to customer
Helpdesk: Reminder Scheduled Reminder before due date

Customizing Templates

  1. Navigate to email template
  2. Edit HTML body with Qweb syntax
  3. Available variables:
    ${object.name} - Ticket number ${object.partner_id.name} - Customer name ${object.user_id.name} - Assigned agent ${object.description} - Ticket description ${object.stage_id.name} - Current stage

Reminder Alarms

Location: Helpdesk → Configuration → Ticket Alarms

Creating Reminder Alarms

Field Required Description
Type Yes Email or Popup
Remind Before Yes Time before due date
Reminder Unit Yes Hours, Minutes, or Seconds

Example Alarms

reminder_alarms:
  - name: "1 Hour Before (Email)"
    type: email
    remind_before: 1
    unit: hours

  - name: "30 Minutes Before (Popup)"
    type: popup
    remind_before: 30
    unit: minutes

  - name: "1 Day Before (Email)"
    type: email
    remind_before: 24
    unit: hours

User Permissions

Security Groups

Group Technical Name Capabilities
Support User helpdesk_group_user View/edit own tickets
Team Leader helpdesk_group_team_leader Manage team tickets
Support Manager helpdesk_group_manager Full access

Assigning Groups

  1. Navigate to: Settings → Users & Companies → Users
  2. Edit user
  3. Under "Helpdesk" section, check appropriate group

Permission Matrix

Action User Leader Manager
View own tickets ✓ ✓ ✓
View team tickets ✗ ✓ ✓
View all tickets ✗ ✗ ✓
Create tickets ✓ ✓ ✓
Edit own tickets ✓ ✓ ✓
Edit team tickets ✗ ✓ ✓
Edit all tickets ✗ ✗ ✓
Delete tickets ✗ ✗ ✓
Configure stages ✗ ✗ ✓
Configure teams ✗ ✗ ✓
Configure SLA ✗ ✗ ✓
View dashboard ✓ ✓ ✓

Portal Configuration

Enabling Customer Portal

  1. Ensure portal module is installed
  2. Create portal user for customer:
  3. Contacts → Select contact → Action → Grant Portal Access

Portal User Access Levels

Configure in user profile under Helpdesk section:

Level Access
User Own tickets + assigned tickets
Leader Above + team head tickets
Manager All tickets

Portal Features

Customers can:
- View ticket list
- View ticket details
- Add messages
- Upload attachments
- Rate satisfaction
- Submit feedback

Dashboard Settings

Configuring Dashboard Filters

In Company Settings, configure:

Setting Purpose
Dashboard Filter Stages Stages shown in filter dropdown
Dashboard Table Stages Stages shown in data tables

Dashboard Metrics

The dashboard displays:
- Ticket counts by stage
- Tickets by time period (today, week, month)
- Team performance
- SLA compliance

Configuration Checklist - Complete

complete_configuration_checklist:
  company_settings:
    - "[ ] Enable Category: Enabled"
    - "[ ] Enable Sub-Category: Enabled"
    - "[ ] Enable Customer Rating: Enabled"
    - "[ ] Display Multi-User: Enabled"
    - "[ ] Default Team: Set"
    - "[ ] Stage mappings: All 5 stages mapped"
    - "[ ] Email templates: Configured"

  teams:
    - "[ ] At least one team created"
    - "[ ] Team head assigned"
    - "[ ] Team members added"
    - "[ ] Working calendar set"

  stages:
    - "[ ] Default stages exist"
    - "[ ] Email templates linked to stages"
    - "[ ] Sequence order correct"

  categories:
    - "[ ] Categories created"
    - "[ ] Sub-categories created"

  priorities:
    - "[ ] Priority levels defined"
    - "[ ] Colors assigned"

  sla_policies:
    - "[ ] First response SLA created"
    - "[ ] Resolution SLA created"
    - "[ ] Team assigned to policies"

  users:
    - "[ ] Admin has Support Manager role"
    - "[ ] Leaders have Team Leader role"
    - "[ ] Agents have Support User role"

  portal:
    - "[ ] Portal access granted to customers"
    - "[ ] Portal user levels configured"

Next: User Guide

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