Stages
According to the progression of the operations on the tickets, you can arrange the tickets in different stages. By assigning various stages for tickets, the user will get an exact idea about the actions taken on tickets in the Help Desk module. In the Kanban view of the Tickets platform, you can just drag and drop to the concerned stage according to the progression. The stages will help the user or the helpdesk team to understand what action should be taken next. To configure new stages in the module, you can go to the Configuration menu and click on the Stages option. A new platform will appear as shown below with the list of already created stages.
The list will also show the name of the Helpdesk Team who uses the specified stages. If the stage is folded in Kanban view, the Folded in Kanban field can be seen as checked. To create a new stage, you can click on the Create button.
On this platform, you can specify the Name of the stage in the given field. By adding an Email Template, Odoo will automatically send a mail to the customer when the ticket reaches this stage. You can specify the Sequence number and activate the Closing Stage and Folded in Kanban options in the corresponding fields. By activating the Closing Stage option, tickets in this stage will be considered as done. In the Helpdesk Teams field, you can add helpdesk teams who use this stage. Other teams will not be able to see or use this stage. You can also add a stage description in the specified field. Finally, click the Save button to save the newly created ticket stage.