[18.0][ADD] helpdesk_mgmt_livechat: add new module

helpdesk_mgmt_livechat/README.rst

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+============================
+Helpdesk Management Livechat
+============================
+
+.. 
+   !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
+   !! This file is generated by oca-gen-addon-readme !!
+   !! changes will be overwritten.                   !!
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+
+.. |badge1| image:: https://img.shields.io/badge/maturity-Beta-yellow.png
+    :target: https://odoo-community.org/page/development-status
+    :alt: Beta
+.. |badge2| image:: https://img.shields.io/badge/licence-AGPL--3-blue.png
+    :target: http://www.gnu.org/licenses/agpl-3.0-standalone.html
+    :alt: License: AGPL-3
+.. |badge3| image:: https://img.shields.io/badge/github-OCA%2Fhelpdesk-lightgray.png?logo=github
+    :target: https://github.com/OCA/helpdesk/tree/18.0/helpdesk_mgmt_livechat
+    :alt: OCA/helpdesk
+.. |badge4| image:: https://img.shields.io/badge/weblate-Translate%20me-F47D42.png
+    :target: https://translation.odoo-community.org/projects/helpdesk-18-0/helpdesk-18-0-helpdesk_mgmt_livechat
+    :alt: Translate me on Weblate
+.. |badge5| image:: https://img.shields.io/badge/runboat-Try%20me-875A7B.png
+    :target: https://runboat.odoo-community.org/builds?repo=OCA/helpdesk&target_branch=18.0
+    :alt: Try me on Runboat
+
+|badge1| |badge2| |badge3| |badge4| |badge5|
+
+This module extends the helpdesk management functionality by allowing
+you to create tickets directly from livechat conversations.
+
+Main Features
+-------------
+
+- **Create Tickets from Livechat**: Allows creating helpdesk tickets
+  directly from livechat conversations using the ``/ticket`` command
+- **Chatbot Integration**: Automatically creates tickets when chatbot
+  reaches a "create_ticket" step
+- **Automatic Team Assignment**: Configure chatbot steps to
+  automatically assign tickets to specific helpdesk teams
+- **Conversation History**: Automatically includes the full conversation
+  history in the ticket description
+- **Ticket Counter**: Displays the number of tickets generated by each
+  chatbot directly in the chatbot view
+- **Channel Tracking**: Automatically marks tickets created from
+  livechat with the "Livechat" channel
+
+Benefits
+--------
+
+- Streamline customer support by creating tickets directly from chat
+  conversations
+- Automate ticket creation through chatbot workflows
+- Keep complete conversation context in ticket descriptions
+- Track tickets originated from livechat interactions
+- Improve response time by converting chats to actionable tickets
+
+Dependencies
+------------
+
+This module requires:
+
+- ``helpdesk_mgmt``: Base helpdesk management module
+- ``im_livechat``: Odoo's livechat module
+
+**Table of contents**
+
+.. contents::
+   :local:
+
+Configuration
+=============
+
+This module does not require additional configuration after
+installation. It works automatically once installed.
+
+Installation
+------------
+
+1. Go to the **Apps** menu
+2. Remove the "Apps" filter if necessary
+3. Search for "Helpdesk Management Livechat"
+4. Click **Install**
+
+The module will be automatically installed when both ``helpdesk_mgmt``
+and ``im_livechat`` are installed.
+
+Prerequisites
+-------------
+
+Make sure the following modules are installed:
+
+- **Helpdesk Management** (base helpdesk module)
+- **Livechat** (Odoo's livechat module)
+
+The system will automatically install the necessary dependencies during
+installation.
+
+Configuration
+-------------
+
+**Setting up Chatbot Ticket Creation**
+
+1. Go to **Settings > Livechat > Chatbots**
+2. Create or edit a chatbot script
+3. Add steps to your chatbot workflow
+4. Add a step with type **"Create Ticket"**
+5. Configure the step:
+
+   - Select a **Helpdesk Team** (optional)
+   - The ticket will be assigned to this team when created
+
+6. Save the chatbot script
+
+**Using the /ticket Command**
+
+No additional configuration is required. The ``/ticket`` command is
+automatically available in all livechat conversations.
+
+Permissions
+-----------
+
+The module uses the same access permissions as the base modules:
+
+- Users with access to **Helpdesk** can view tickets created from
+  livechat
+- Users with access to **Livechat** can use the ``/ticket`` command
+- Users with access to **Chatbots** can configure chatbot ticket
+  creation
+
+No additional permission configuration is required.
+
+Channel Setup
+-------------
+
+The module automatically creates a "Livechat" channel in the helpdesk
+system. This channel is used to track all tickets created from livechat
+conversations.
+
+If the channel doesn't exist, it will be created automatically when the
+first ticket is created.
+
+Usage
+=====
+
+This guide explains how to use the Helpdesk Management Livechat module
+to create tickets from livechat conversations.
+
+Create a Ticket from Livechat
+-----------------------------
+
+**Method 1: Using the /ticket Command**
+
+1. Start a livechat conversation with a customer
+2. During the conversation, type ``/ticket`` followed by the ticket
+   title
+
+   - Example: ``/ticket Customer cannot access their account``
+
+3. The system will automatically create a helpdesk ticket with:
+
+   - The ticket title you specified
+   - The full conversation history in the description
+   - The customer as the contact (if identified)
+   - The "Livechat" channel assigned
+
+**Method 2: Through Chatbot Workflow**
+
+1. Configure a chatbot script in **Settings > Livechat > Chatbots**
+2. Add a step with type **"Create Ticket"**
+3. Configure the step:
+
+   - Select a **Helpdesk Team** to automatically assign the ticket
+   - The chatbot will create a ticket when it reaches this step
+
+4. When a visitor completes the chatbot flow, a ticket is automatically
+   created
+
+Automatic Behaviors
+-------------------
+
+**Automatic Ticket Creation**
+
+When using the ``/ticket`` command:
+
+- A new helpdesk ticket is created immediately
+- The conversation history is saved in the ticket description
+- The customer partner is linked to the ticket (if available)
+- The ticket is marked with the "Livechat" channel
+
+**Chatbot Ticket Creation**
+
+When a chatbot reaches a "create_ticket" step:
+
+- A ticket is created with the chatbot's title
+- Visitor information (email, phone) is captured
+- The conversation history is included in the description
+- The ticket is assigned to the configured helpdesk team
+- The ticket is marked with the "Livechat" channel
+
+**Conversation History**
+
+The system automatically:
+
+- Captures all messages from the livechat conversation
+- Formats them in a readable way in the ticket description
+- Includes author names and timestamps
+- Preserves the full context for support agents
+
+View Tickets Created from Livechat
+----------------------------------
+
+1. Go to the **Helpdesk** module
+2. Open the **Tickets** menu
+3. Filter by **Channel = Livechat** to see all tickets created from
+   livechat
+4. You can also filter by chatbot title to see tickets from specific
+   chatbots
+
+View Chatbot Ticket Statistics
+------------------------------
+
+1. Go to **Settings > Livechat > Chatbots**
+2. Open a chatbot script
+3. At the top of the form, you will see the **Tickets** button with a
+   counter
+4. The displayed number indicates how many tickets were generated by
+   this chatbot
+5. Click the button to see all tickets created by this chatbot
+
+Usage Examples
+--------------
+
+**Example 1: Quick Ticket Creation**
+
+1. Customer starts a livechat conversation
+2. After understanding the issue, type:
+   ``/ticket Login password reset request``
+3. Ticket is created immediately with full conversation context
+4. Support agent can continue working on the ticket
+
+**Example 2: Automated Ticket Creation**
+
+1. Configure a chatbot with steps:
+
+   - Welcome message
+   - Collect customer email
+   - Collect issue description
+   - Create ticket step (assigned to "Support Team")
+
+2. When visitor completes the flow, ticket is automatically created
+3. Support team receives the ticket with all collected information
+
+**Example 3: Escalation from Chat to Ticket**
+
+1. Operator is chatting with a customer
+2. Issue requires more investigation
+3. Operator types:
+   ``/ticket Technical issue - Database connection timeout``
+4. Ticket is created with full conversation history
+5. Operator can continue the conversation while ticket is being
+   processed
+
+Tips
+----
+
+- Use the ``/ticket`` command to quickly convert conversations into
+  actionable tickets
+- Configure chatbot workflows to automatically create tickets for common
+  issues
+- The conversation history in tickets helps support agents understand
+  the full context
+- Use the ticket counter on chatbots to track automation effectiveness
+- Filter tickets by "Livechat" channel to analyze chat-to-ticket
+  conversion rates
+
+Bug Tracker
+===========
+
+Bugs are tracked on `GitHub Issues <https://github.com/OCA/helpdesk/issues>`_.
+In case of trouble, please check there if your issue has already been reported.
+If you spotted it first, help us to smash it by providing a detailed and welcomed
+`feedback <https://github.com/OCA/helpdesk/issues/new?body=module:%20helpdesk_mgmt_livechat%0Aversion:%2018.0%0A%0A**Steps%20to%20reproduce**%0A-%20...%0A%0A**Current%20behavior**%0A%0A**Expected%20behavior**>`_.
+
+Do not contact contributors directly about support or help with technical issues.
+
+Credits
+=======
+
+Authors
+-------
+
+* Escodoo
+
+Contributors
+------------
+
+- `ESCODOO <https://escodoo.com.br>`__:
+
+  - Marcel Savegnago <marcel.savegnago@escodoo.com.br>
+
+Maintainers
+-----------
+
+This module is maintained by the OCA.
+
+.. image:: https://odoo-community.org/logo.png
+   :alt: Odoo Community Association
+   :target: https://odoo-community.org
+
+OCA, or the Odoo Community Association, is a nonprofit organization whose
+mission is to support the collaborative development of Odoo features and
+promote its widespread use.
+
+.. |maintainer-marcelsavegnago| image:: https://github.com/marcelsavegnago.png?size=40px
+    :target: https://github.com/marcelsavegnago
+    :alt: marcelsavegnago
+
+Current `maintainer <https://odoo-community.org/page/maintainer-role>`__:
+
+|maintainer-marcelsavegnago| 
+
+This module is part of the `OCA/helpdesk <https://github.com/OCA/helpdesk/tree/18.0/helpdesk_mgmt_livechat>`_ project on GitHub.
+
+You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.

helpdesk_mgmt_livechat/__init__.py

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+# License AGPL-3.0 or later (http://www.gnu.org/licenses/agpl).
+
+from . import models

helpdesk_mgmt_livechat/__manifest__.py

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+# Copyright 2025 Escodoo <https://escodoo.com.br>
+# License AGPL-3.0 or later (https://www.gnu.org/licenses/agpl.html).
+
+{
+    "name": "Helpdesk Management Livechat",
+    "summary": "Create ticket from livechat conversation",
+    "version": "18.0.1.0.0",
+    "license": "AGPL-3",
+    "category": "After-Sales",
+    "author": "Escodoo, Odoo Community Association (OCA)",
+    "maintainers": ["marcelsavegnago"],
+    "website": "https://github.com/OCA/helpdesk",
+    "depends": ["helpdesk_mgmt", "im_livechat"],
+    "data": [
+        "data/utm_data.xml",
+        "data/helpdesk_mgmt_livechat_chatbot_data.xml",
+        "views/chatbot_script_views.xml",
+        "views/chatbot_script_step_views.xml",
+    ],
+    "assets": {
+        "mail.assets_messaging": [
+            "helpdesk_mgmt_livechat/static/src/models/*.esm.js",
+        ],
+    },
+    "auto_install": True,
+}