Receiving tickets¶
Odoo 服务台 为客户提供了多种渠道，客户可以通过电子邮件、在线客服和网站提交表单。这些多样联系方式，为客户提供了多种快速获得支持的机会，同时也允许支持团队从一个中心位置管理多渠道支持工单。
启用提交工单的渠道选项¶
进入 ，选择一个现有的团队，或者点击 新建 到 创建新团队 。
在团队设置页面，向下滚动到 频道 和 帮助中心 部分。选中相应的复选框，启用一个或多个频道。
电子邮箱别名¶
*电子邮件别名*设置会自动从发送到该团队指定电子邮件别名的信息中创建工单。
重要
以下步骤适用于 Odoo 云端版 和 Odoo.sh 数据库。对于**本地安装**数据库，电子邮件别名需要外部服务器。
创建新的*服务台*团队时，会为其创建一个电子邮件别名。可以在团队设置页面更改该别名。
要更改*服务台*团队的电子邮件别名，请导航至:menuselection:服务台应用程序 --> 配置--> 服务台团队，然后点击团队名称，打开设置页面。
然后，滚动到 。在 别名 字段中，为团队的电子邮件别名键入所需的名称。
注解
使用电子邮件别名并**不需要**自定义电子邮件域，但可以通过*设置*应用程序进行配置。
如果数据库尚未配置自定义域，请点击 设置别名域 重定向到 设置 页面。从那里启用 自定义电子邮件服务器。
收到电子邮件后，主题行将成为新的*服务台*工单的标题。电子邮件的正文也会添加到工单的 说明 选项卡下和工单的沟通栏中。
在线聊天¶
The Live Chat feature lets website visitors connect directly with a support agent or chatbot.
Helpdesk tickets can be instantly created during these conversations using the response
command /ticket.
To enable Live Chat, navigate to the list view, select a team, and on the team’s settings page, click the checkbox next to Live Chat, under the Channels section.
注解
If this is the first time Live Chat has been enabled on the database, the page may need to be saved manually and refreshed before any further steps can be taken.
After the Live Chat setting is enabled on a Helpdesk team, a new Live Chat channel is created. Click on Configure Live Chat Channel to update the channel’s settings.
Live Chat channel configuration¶
On the channel’s settings page, Channel Name can be edited, though, Odoo names the channel to match the Helpdesk team name, by default.
Example
If a Helpdesk team is named Customer Care, a Live Chat channel is created called Customer
Care.
在频道表单上，浏览选项卡以完成设置。
Operators tab¶
Operators are the users who act as agents and respond to live chat requests from customers. The user who created the live chat channel is added by default.
To add additional users, click on the Operators tab, then click Add.
Click the checkbox next to the users to be added on the Add: Operators pop-up window that appears, then click Select.
Click New to create new operators, if needed.
When the desired addition is complete, click Save & Close, or Save & New to add multiple new operators.
危险
Creating a new user can impact the status of an Odoo subscription, as the total number of users in a database counts towards the billing rate. Proceed with caution before creating a new user. If a user already exists, adding them as an operator will not alter the subscription or billing rate for a database.
Additionally, current operators can be edited or removed by clicking on their respective boxes in the Operators tab, and then adjusting their form values on the pop-up form that appears, or by using one of the buttons located at the bottom of the form, such as Remove.
小技巧
Users can add themselves as an operator by clicking the Join Channel button on a Live Chat channel.
“选项”选项卡¶
选项 选项卡包含在线客服窗口的视觉和文本设置。
Notification Text: this field updates the greeting displayed in the text bubble when the live chat button appears on the website.
Livechat Button Color: this field alters the color of the live chat button as it appears on the website. To change the color, click on a color bubble to open the color selection window, then click and drag the circle along the color gradient. Click out of the selection window once complete. Click the refresh icon to the right of the color bubbles to reset the colors to the default selection.
Show: the chat button displays on the selected page.
Show with notification: the chat button is displayed, with the addition of the Notification text from the Options tab.
Open automatically: the chat button is displayed, and automatically opens the chat window after a designated amount of time. The amount of time is designated in the Open automatically timer field, which appears only when this display option is selected.
Hide: the chat button is hidden from display on the webpage.
小技巧
Color selection, for the button or header, can be made manually, or through RGB, HSL, or HEX code selection. Different options are available, depending on the operating system or browser.
Channel Rules tab¶
guilabel:频道规则'选项卡根据触发 :guilabel:`URL Regex 操作（如页面访问）的逻辑决定网站上的即时聊天窗口何时打开。
小技巧
A regex, or regular expression, is sometimes referred to as a rational expression. It is a sequence of characters that specifies a match pattern in text. A match is made within the given range of numbers or for the set of characters.
Edit existing rules by selecting them from the Channel Rules tab, or create a new rule by clicking Add a line.
Then, proceed to configure the details for how the rule should apply on the pop-up form that appears.
Choose how the Live Chat Button displays on the webpage.
Show: the chat button displays on the selected page.
Show with notification: the chat button is displayed, with the addition of the Notification text from the Options tab.
Open automatically: the chat button is displayed, and automatically opens the chat window after a designated amount of time. The amount of time is designated in the Open automatically timer field, which appears only when this display option is selected.
Hide: the chat button is hidden from display on the webpage.
To include a Chatbot on this channel, select it from the drop-down menu. If the chatbot should only be active when no operators are available, check the box labeled Enabled only if no operator.
注解
If a chatbot is added to a live chat channel, a new Chatbots smart button appears on the channel settings form. Click here to create and update the chatbot script.
Each line in the script contains a Message, Step Type, Answers, and conditional Only If logic that applies when certain pre-filled answers are chosen.
To create more steps in the script, click Add a line, and fill out the script steps form, according to the desired logic.
Add the URLs for the pages where the channel should appear in the URL Regex field. Only the path from the root domain is needed, not the full URL.
If this channel should only be available to users in specific countries, add those countries to the Country field. If this field is left blank, the channel is available to all site visitors.
Widget tab¶
The Widget tab on the live chat channel form offers a website widget that can be added to third-party websites. Additionally, a URL is available, that can provide instant access to a live chat window.
The live chat Widget can be applied to websites created through Odoo by navigating to the . Then, scroll to the Live Chat field, and select the channel to add to the site. Click Save to apply.
To add the widget to a website created on a third-party website, click the Copy button
next to the first listed code, and paste the code into the <head> tag on the site.
To send a live chat session to a customer or supplier, click the Copy button next to the second listed code, and send the URL via email.
从在线客服会话创建支持工单¶
Operators who have joined a live chat channel are able to communicate with site visitors in real-time.
在对话过程中，操作员可以使用快捷键 command</applications/websites/livechat/responses>`/ticket` 创建工单，而无需离开聊天窗口。对话副本会添加到新工单的 描述 选项卡下。
小技巧
服务台 工单也可以通过 WhatsApp 应用程序使用相同的`/ticket`指令创建。
网站表单¶
启用 网站表单 设置可在网站上添加一个带有可定制表单的新页面。一旦填写并提交了所需的表单字段，就会创建一个新的工单。
要激活网站表单，请导航至:menuselection:`服务台应用程序 –> 配置–> 服务台团队`下的团队设置页面，然后从列表中选择所需的团队。
然后，找到 服务台中心 部分下的 网站表格 功能，并选中该复选框。
如果数据库中活跃的网站不止一个，请确认 网站 字段中列出的网站是否正确。如果没有，请从下拉列表中选择正确的网站。
激活该功能后，点击 团队 设置页面顶部的 前往网站 智能按钮，即可查看和编辑 Odoo 自动创建的新网站表单。
注解
启用 网站表单 设置后，可能需要刷新团队设置页面，才能显示 转到网站 智能按钮。
此外，如果发布了*帮助中心*，智能按钮会首先导航到那里。只需点击论坛底部的 联系我们 按钮，即可导航至工单提交表单。
网站工单表格定制¶
要自定义设置默认工单提交表单，请在网站上点击页面右上角的 编辑 按钮。将打开右侧的编辑边栏。然后，在网站正文中点击表单中的某个字段进行编辑。
要添加新字段，请转到侧边栏的 字段 部分，然后点击 + 字段。
如有必要，点击 ️🗑️（垃圾桶） 图标删除字段。
根据需要编辑侧边栏中新字段的其他选项：
类型：将 Odoo 模型值与字段匹配（例如，
客户名称）。输入类型：确定字段的输入类型，如`文本`、
电子邮件、电话`或`URL。标签：为表单字段添加标签（如`全名`、
电子邮件地址`等）。还可以使用嵌套的 :guilabel:`位置选项控制标签在表单中的位置。描述：决定是否在输入框下添加可编辑行，以提供与字段相关的其他上下文信息。
占位符：添加样本输入值。
默认值：添加大多数客户认为有价值的常见用例值。例如，这可以包括客户应包含的信息提示，以便更容易解决他们的问题，如账号或产品编号。
必填：决定是否将某个字段标记为必填字段，以便提交表单。将开关从灰色切换到蓝色。
可见性：允许字段绝对可见或有条件可见。嵌套选项（如设备可见性）会在选择某些选项时出现。
动画：选择字段是否应包含动画。
一旦表单经过优化，可以公开使用，请点击 保存 应用更改。然后，如有必要，将页面顶部的 未发布 开关切换为 已发布 即可发布表单。
确定优先级工单¶
所有工单都包含一个 优先级 字段。优先级最高的工单会出现在看板和列表视图的顶部。
优先级别用星号表示：
0 星 = 低优先级
1 星 = 中优先级
2 星 = 高优先级
3星= 紧急
默认情况下，工单被设置为低优先级（0 星）。要更改优先级，请在看板卡或工单上选择相应的星数。
警告
由于优先级可用作分配 SLAs 的标准，因此更改工单的优先级可改变 SLA （服务水平协议） 截止日期。