[IMP] Helpdesk: closing tickets update

closes odoo/documentation#12551

Signed-off-by: Samuel Lieber (sali) <sali@odoo.com>
Co-authored-by: Justin Mallette <86990712+justinmallette@users.noreply.github.com>
Co-authored-by: Felicia Kuan <feku@odoo.com>

content/applications/services/helpdesk/advanced/close_tickets.rst

@@ -1,8 +1,8 @@
-===============
-Closing tickets
-===============
+=============
+Close tickets
+=============
 
-Once work has been completed on a *Helpdesk* ticket in Odoo, there are several ways it can be
+After work has been completed on a ticket in the **Helpdesk** app, there are several ways it can be
 closed. Manually closing solved tickets keeps the pipeline up to date, while automatically closing
 inactive tickets prevents unnecessary blocking issues. Allowing customers to close their own tickets
 minimizes confusion around whether an issue is considered solved or not. This results in increased
@@ -11,45 +11,42 @@ operational capacity for support teams, and higher customer satisfaction.
 Manually close solved tickets
 =============================
 
-As work on a ticket progresses, it is moved along to the next stage in the pipeline. Once the issue
+As work on a ticket progresses, it is moved along to the next stage in the pipeline. When the issue
 is solved, the ticket is moved to a *folded* stage. This marks the ticket as *closed*.
 
 To fold a stage, navigate to the :menuselection:`Helpdesk` dashboard and click on a team to open the
-pipeline. Hover over a stage's heading, and then click the gear icon that appears in the top-right
-corner of that stage's kanban column.
+pipeline. Hover over a stage's heading, and then click the :icon:`fa-gear` :guilabel:`(gear)` icon
+that appears in the top-right corner of that stage's Kanban column.
 
 .. image:: close_tickets/closing-edit-stage-gear.png
-   :align: center
    :alt: View of stage on Helpdesk pipeline with emphasis on gear icon and edit stage option.
 
 .. warning::
    Clicking the gear icon also displays the option to :guilabel:`Fold` the stage. This setting folds
-   the stage *temporarily* to simplify the kanban view. This does *not* close the tickets in this
+   the stage *temporarily* to simplify the Kanban view. This does **not** close the tickets in this
    stage. It also does not permanently fold the stage. If a stage needs to be folded so the tickets
    can be marked as closed, continue following the steps below.
 
-From the menu that appears, select :guilabel:`Edit Stage`. This will open the stage's settings.
-Check the box labeled :guilabel:`Folded in Kanban` towards the top of the window, and then
-:guilabel:`Save & Close` to confirm the changes. Now, tickets that reach this stage will be
-considered as *closed*.
+From the menu that appears, select :guilabel:`Edit`. This opens the stage's settings. Tick the
+checkbox labeled :guilabel:`Folded in Kanban`, and then :guilabel:`Save & Close` to confirm the
+changes. Now, tickets are *closed* once they reach this folded stage.
 
    .. image:: close_tickets/closing-folded-setting.png
-      :align: center
       :alt: Stage settings page.
 
 Automatically close inactive tickets
 ====================================
 
 Tickets that are inactive for a set period of time can be automatically closed. At that point, they
-will be moved to a folded stage.
+are moved to a folded stage.
 
-Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Teams`.
-Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`.
+Go to the team's settings page by going to :menuselection:`Helpdesk --> Configuration --> Helpdesk
+Teams`. Under the :guilabel:`Self-Service` section, enable :guilabel:`Automatic Closing`.
 
-If one of the team's stages is set to be folded in the kanban view, it will be the default selection
-in the :guilabel:`Move to Stage` field. If the team has more than one folded stage, the stage that
-occurs first in the pipeline will be the default. If no stage is folded, the default selection will
-be the last stage in the pipeline.
+If only one of the team's stages is folded in the Kanban view, it is the default selection in the
+:guilabel:`Move to Stage` field. If the team has more than one folded stage, the stage that occurs
+first in the pipeline is the default for this field. If no stage is folded, the default selection is
+the last stage in the pipeline.
 
 The :guilabel:`After days of inactivity` field defaults to `7`, but can be adjusted if necessary.
 
@@ -78,32 +75,29 @@ If only certain stages should be used to track days of inactivity, they can be a
 
    - :guilabel:`Automatic Closing`: *checked*
    - :guilabel:`Move to Stage`: `Solved`
-   - :guilabel:`After``7`:guilabel:`days of inactivity`
+   - :guilabel:`After` `7` :guilabel:`days of inactivity`
    - :guilabel:`In Stages`: `Customer Feedback`
 
    .. image:: close_tickets/closing-automatic-settings-example.png
-      :align: center
       :alt: Example of Automatic Closing settings.
 
 Allow customers to close their own tickets
 ==========================================
 
-Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own ticket(s)
+Enabling the :guilabel:`Closure by Customers` setting allows customers to close their own tickets
 when they determine that their issue has been resolved.
 
-Start by navigating to :menuselection:`Helpdesk --> Configuration --> Teams` and select a team. On
-the team's settings page, scroll to the :guilabel:`Self-Service` section and check the box for
-:guilabel:`Closure by Customers`.
+Start by navigating to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and select a
+team. On the team's settings page, scroll to the :guilabel:`Self-Service` section and tick the
+checkbox for :guilabel:`Closure by Customers`.
 
 .. image:: close_tickets/closing-by-customer-setting.png
-   :align: center
    :alt: Customer closing setting in Odoo Helpdesk.
 
-Once the ticket closing settings are enabled, a :guilabel:`Close Ticket` button will be available
-for customers when they view their ticket through the customer portal.
+After the ticket closing settings are enabled, a :guilabel:`Close Ticket` button is available for
+customers when they view their ticket through the customer portal.
 
 .. image:: close_tickets/closing-customer-view.png
-   :align: center
    :alt: Customer view of ticket closing in Odoo Helpdesk.
 
 .. note::
@@ -112,5 +106,5 @@ for customers when they view their ticket through the customer portal.
    is added to the first stage of a team by default. This link does not require a customer to have
    access to the portal to view or respond to their ticket.
 
-   Customers with access to the portal will be able to view their tickets under :menuselection:`My
-   Account --> Tickets`.
+   Customers with access to the :doc:`portal <../../../general/users/portal>` are able to view their
+   tickets under :menuselection:`My Account --> Tickets`.