Add english translations of content files
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---
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title: "How do I view a ticket?"
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date: 2026-01-28
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author: "Champs-Libres"
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description: "This guide explains how to quickly view a ticket for a patient."
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categories: ["Tickets"]
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tags: ["tickets", "viewing"]
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featured_image: "/images/tutorials/625b9251-c57b-4fb4-8bb3-a3813be0d1fc.png"
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pdf: "/pdf/tutorials/Comment-consulter-un-ticket.pdf"
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---
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Viewing a ticket
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----------------
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To view a ticket, you can open it from your "my tickets" tab or from the "tickets" sub-section, using the blue eye icon.
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* * *
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Opening a ticket
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----------------
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Clicking the eye icon gives you a quick overview of the ticket and lets you edit some of its details.
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* * *
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Finding a ticket through the "patient" search bar
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-------------------------------------------------
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You can also reach a ticket through the "patient" record. Search for the patient by typing their name in the search bar on the home page.
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* * *
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Finding and opening the "patient" record
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----------------------------------------
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Open the patient record using the blue eye icon.
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* * *
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Reaching the service user's tickets
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-----------------------------------
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Click the "service user's tickets" tab to see their tickets.
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* * *
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Seeing a patient's previous tickets
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-----------------------------------
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To see a patient's previous tickets, click "edit" and then "previous tickets".
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* * *
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Viewing previous tickets
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------------------------
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The "previous tickets" button shows the number of tickets relating to this patient.
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* * *
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Moving from one ticket to another
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---------------------------------
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After clicking "previous tickets", you can see the patient's other tickets and browse and open their details.
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* * *
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---
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title: "How do I create availability slots?"
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date: 2026-01-28
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author: "Champs-Libres"
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description: "This guide explains how to create availability slots so appointments can be booked afterwards."
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categories: ["Appointments"]
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tags: ["availability", "appointments"]
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featured_image: "/images/tutorials/65077ad2-e882-491a-bb79-123cc45c365d-thumb-UecjtYQCiB7aYk8HOo6U375Pdj21j5.png"
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pdf: "/pdf/tutorials/Comment-creer-des-plages-de-disponibilite.pdf"
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---
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Opening the main menu
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---------------------
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Click the Welcome menu
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* * *
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Opening the My appointments sub-menu
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------------------------------------
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Click the My appointments sub-menu
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* * *
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Selecting the location of the appointment
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-----------------------------------------
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Select the location of the appointment from the drop-down menu
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* * *
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Selecting the length of the slots
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---------------------------------
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Select the length of the appointment slots using the drop-down menu.
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* * *
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Customising the calendar display
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--------------------------------
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Customise the calendar display by including weekends or not, and by switching between a daily (day) and a weekly (week) view.
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* * *
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Viewing availability slots with no appointment
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----------------------------------------------
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This view shows you every availability slot recorded in the calendar, with its time range and location. These slots are still free, with no appointment booked.
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* * *
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Adding an availability slot
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---------------------------
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To add an availability slot, select a start time and an end time. The slot is then displayed with its schedule details and its location.
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* * *
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Changing the location of an availability slot
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---------------------------------------------
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To change a location, click the availability slot, choose another location and save.
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* * *
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Deleting an availability slot
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-----------------------------
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To delete an availability slot, click the small cross.
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* * *
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Copying availability slots
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--------------------------
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You can copy availability slots from one day or week to another using the bar underneath.
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* * *
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+80
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---
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title: "How do I create an appointment for, or invite, another user?"
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date: 2026-01-28
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author: "Champs-Libres"
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description: "This guide explains how to create an appointment in another user's calendar, or how to invite another user to an appointment."
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categories: ["Appointments"]
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tags: ["appointments", "invitation"]
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featured_image: "/images/tutorials/112365c2-b075-4dcd-90d8-c1edb2234839-thumb-DctkSrpXioN66cYOgVvldIKcG1HbcN.png"
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pdf: "/pdf/tutorials/Comment-creer-un-rendez-vous-pour-un-autre-utilisateur_-Comment-inviter-un-autre-utilisateur-a-un-rendez-vous_.pdf"
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---
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Opening the Appointments menu in the service user's pathway
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-----------------------------------------------------------
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Click "create" to create a new appointment for a user other than the caseworker.
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* * *
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Choosing the main user
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----------------------
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Choose the main user for the appointment. It is this person's calendar that will be shown below.
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* * *
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Adding the parties involved
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---------------------------
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Under the parties involved, add the service user concerned.
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* * *
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Selecting a time slot
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---------------------
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The main user's calendar is displayed with their availability slots (and the location). Select one of them. Note that you cannot book appointments outside the availability slots created by the main user. If you click outside those slots, the software will ask whether you want to become the main user again. Two calendars will then be displayed, showing the availability of the main user as well as your own.
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* * *
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Adding other people involved
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----------------------------
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If you want to add people to your appointment, you can add them under the parties involved. Their calendars and their availability will be displayed. Note that for the CHILL availability slots to appear, the small Availability toggle must be switched on (which is not the case in the screenshot). Make sure to enable it (see the next screenshot).
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* * *
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Viewing CHILL availability and the external calendar
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-----------------------------------------------------
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CHILL availability is displayed if the left-hand toggle is enabled. Appointments from external calendars are displayed if the right-hand toggle is enabled. In this example, the CHILL availability of "Seforme" and their external calendar will be visible. The CHILL availability of "écoute" will not be visible, but their external calendar will (if synchronised).
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* * *
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Seeing the invitations of the people involved
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---------------------------------------------
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People who have been invited to an APPOINTMENT will see a "my invitations" sub-menu in their profile, showing the number of pending invitations. In this example, 1 invitation is pending.
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* * *
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Accepting an appointment invitation
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-----------------------------------
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The details of the appointment are displayed. To respond, click respond. Several options are available: accept, decline or accept tentatively.
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* * *
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---
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title: "How do I create a ticket?"
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date: 2026-01-28
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author: "Champs-Libres"
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description: "This guide explains how to create a ticket and which fields have to be filled in."
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categories: ["Tickets"]
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tags: ["tickets", "creation"]
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featured_image: "/images/tutorials/0ddfc8ff-c7bd-476f-ad70-40a90fc7d83f.png"
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pdf: "/pdf/tutorials/Comment-creer-un-ticket_.pdf"
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---
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Reaching the creation menu
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--------------------------
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Reach the ticket creation menu through the "tickets" sub-menu in the "sections" menu.
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* * *
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Creating a new ticket
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---------------------
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At the bottom of the page, click the green "Create" button. This ticket creation window opens automatically, with the caller's number if it is recognised.
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* * *
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Marking a ticket as urgent
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--------------------------
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If the ticket is urgent, click the "urgent" toggle; it turns orange.
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* * *
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Selecting a reason
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------------------
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Select a reason for the call by clicking the drop-down menu.
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* * *
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Reaching the external flow for the reason
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-----------------------------------------
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To view the external flow linked to the selected reason, click the blue icon on the right.
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* * *
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Viewing the external flow
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-------------------------
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Some reasons have dedicated external flows that you can view in this form.
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* * *
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Adding a caller
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---------------
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To add a caller, click the green "add a caller" button.
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* * *
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Searching for a caller
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----------------------
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To find a caller who is already recorded, start typing the first letters of their first name or surname. If they are recorded, they appear in the list. If they do not exist yet, you can add them by clicking "create".
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* * *
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Adding a caller
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---------------
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Once found, tick the box and click "add". Note that only one caller can be recorded.
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* * *
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Adding one or more patients
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---------------------------
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To add a patient, follow the same process. First click "add a patient". Several patients can be recorded.
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* * *
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Searching for a patient
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-----------------------
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To find a patient, type the first letters of their first name or surname, or create them if they do not exist by clicking the "create" button.
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* * *
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Adding a patient
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----------------
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To add them, click the green "add" button.
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* * *
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Adding a comment
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----------------
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The "comment" field is mandatory. Depending on the reason, additional fields shown in red may appear. These are mandatory too.
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* * *
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Assigning the ticket to a user
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------------------------------
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Finally, assign the ticket to one or more users.
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* * *
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Searching for a user
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--------------------
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Finding a user works the same way. Type the first letters of their first name or surname and they appear in the list.
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* * *
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Ticking the user
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----------------
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To choose your user, tick their name in the search results.
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* * *
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Confirming that a user is added
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-------------------------------
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To add the chosen user, click "add".
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* * *
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Updating the ticket
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-------------------
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To finish creating the ticket, click "update the ticket".
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* * *
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---
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title: "How do I book an appointment with a service user within a pathway?"
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date: 2026-01-28
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author: "Champs-Libres"
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description: "This guide explains how to book an appointment for yourself (as caseworker) with a service user in the context of a support pathway."
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categories: ["Appointments"]
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tags: ["appointments", "pathway"]
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featured_image: "/images/tutorials/35510882-6d53-461f-8ac3-e659efc181e3-thumb-FUWhHNyUS7ZR9UlHPzIQ3LeII8WiFS.png"
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pdf: "/pdf/tutorials/Comment-fixer-un-rendez-vous-avec-un-usager-dans-un-parcours.pdf"
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---
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Opening the APPOINTMENTS menu
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-----------------------------
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Click the APPOINTMENTS menu on the right while you are in the service user's pathway view.
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* * *
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Choosing a creation option
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--------------------------
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If you want to book an appointment in your own calendar, click create for the caseworker.
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* * *
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Selecting the parties involved
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------------------------------
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Add the service user concerned, any third parties and everyone else involved in the appointment.
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* * *
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Choosing the location of the appointment
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----------------------------------------
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Confirm or select the location of the interaction using the "Localisation de l'échange" field, which currently shows "Gembloux (Implantations)".
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* * *
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Displaying the calendar
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-----------------------
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There are two display options: show the caseworker's CHILL calendar (and therefore the availability slots set in their profile) and show the caseworker's work calendar (Outlook or another). Note that this calendar is only displayed if synchronisation with CHILL has been set up in both directions.
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* * *
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Booking an appointment
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----------------------
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If the time and the location suit you, click the time slot to book it. The box then turns dark blue with the text "appointment booked". Note that it is currently not possible to change the time of the appointment. If you want to change the time, you have to go back through the profile of the user concerned.
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* * *
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Sending a text message to the service user
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------------------------------------------
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You can set up a text message to be sent to the service user concerned by the appointment. The message is sent 48 hours before the appointment and includes its location and time.
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* * *
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Finalising the appointment
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--------------------------
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Finalise the appointment by clicking either create or "create and add a document". With the second option you can attach a document to the appointment. Several documents can be attached to a single appointment. You can also add the document after the appointment has been created.
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* * *
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Viewing the appointment in the service user's pathway
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-----------------------------------------------------
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Once created, the appointment appears in the appointments menu of the service user's pathway. Several actions are available at this stage: add a document, turn the appointment into a recorded interaction, edit it, cancel it or delete it (see the corresponding manual).
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* * *
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Viewing the appointment in the user's profile
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---------------------------------------------
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To see all the appointments you have created, go to your user profile, in the my appointments section. The service user's name appears in the CHILL calendar. You can open the appointment within the pathway and edit it by clicking on it.
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* * *
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|
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Viewing the appointment in the search results
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---------------------------------------------
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Appointments booked with the service user are visible below the pathway, under the heading "upcoming appointments".
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* * *
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@@ -0,0 +1,175 @@
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---
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title: "How do I edit a ticket?"
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date: 2026-01-28
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||||
author: "Champs-Libres"
|
||||
description: "This guide explains how to edit a ticket and which fields can be changed."
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categories: ["Tickets"]
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tags: ["tickets", "editing"]
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featured_image: "/images/tutorials/38193554-ea3a-408c-a268-3e4d177e0ae8.png"
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||||
pdf: "/pdf/tutorials/Comment-modifier-un-ticket_.pdf"
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||||
---
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Selecting the ticket to edit
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----------------------------
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Choose the ticket to edit and click the edit icon.
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* * *
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|
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Changing the reason
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-------------------
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The edit bar appears at the bottom of the screen so you can modify the ticket.
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To change the reason, click the "reason" button.
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* * *
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|
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Selecting a new reason
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----------------------
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Select a new reason from the drop-down menu.
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* * *
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||||
|
||||
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Saving the new reason
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||||
---------------------
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Save the new reason by clicking the "save" button. The ticket's reason (the heading at the top) is updated.
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|
||||
* * *
|
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|
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Adding a new comment
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||||
--------------------
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To add a comment, click the "comment" button on the bar below. This comment is added to the ticket's list.
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||||
* * *
|
||||
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||||
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Filling in the fields of the new comment
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||||
----------------------------------------
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Fill in the new "comment" fields and click "save".
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* * *
|
||||
|
||||
|
||||
|
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Changing who the ticket is assigned to
|
||||
--------------------------------------
|
||||
|
||||
To change who a ticket is assigned to, click "assign".
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||||
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||||
* * *
|
||||
|
||||
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||||
|
||||
Selecting a new user
|
||||
--------------------
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||||
|
||||
To change the assignment, you can:
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||||
|
||||
* remove the current assignment by clicking the small "bin" next to the first name or surname
|
||||
|
||||
* add another user by clicking "assign to one or more users"
|
||||
|
||||
|
||||
Confirm your changes by clicking "save".
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Saving the new user
|
||||
-------------------
|
||||
|
||||
Click "save" to confirm the new user.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Changing the caller and/or the patient
|
||||
--------------------------------------
|
||||
|
||||
To change the caller and/or the patient, use the "caller and patient(s)" button.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Removing the patient
|
||||
--------------------
|
||||
|
||||
To remove a patient, click the small bin next to the patient's name.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Adding a new patient
|
||||
--------------------
|
||||
|
||||
To add a patient, you can either:
|
||||
|
||||
* use the small green cross for a quick addition if the patients have been used before
|
||||
|
||||
* go through the "add a patient" button, search for them and add them
|
||||
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Changing the urgency of the ticket
|
||||
----------------------------------
|
||||
|
||||
To change the urgency of the ticket, click the urgent icon. The colour changes accordingly.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Editing an existing comment
|
||||
---------------------------
|
||||
|
||||
To edit an existing comment, use the edit icon.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Enlarging the editing window
|
||||
----------------------------
|
||||
|
||||
Then enlarge the editor using the arrow.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Editing the text in the editor
|
||||
------------------------------
|
||||
|
||||
Edit the content of the comments in the editor and save.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Careful with the close button
|
||||
-----------------------------
|
||||
|
||||
Be careful with the close button. It permanently closes the status of the ticket. It is not a "dismiss" button but really a button that closes the ticket for good.
|
||||
|
||||
* * *
|
||||
@@ -0,0 +1,143 @@
|
||||
---
|
||||
title: "How do I search for a ticket?"
|
||||
date: 2026-01-28
|
||||
author: "Champs-Libres"
|
||||
description: "This guide describes the process of searching for a ticket and details the filters you can apply to narrow a search down."
|
||||
categories: ["Tickets"]
|
||||
tags: ["tickets", "search", "filters"]
|
||||
featured_image: "/images/tutorials/4a4e4db9-3605-4c86-9157-72e0e33e65eb.png"
|
||||
pdf: "/pdf/tutorials/Comment-rechercher-un-ticket_.pdf"
|
||||
---
|
||||
|
||||
Navigating to the "Tickets" sub-section
|
||||
---------------------------------------
|
||||
|
||||
In the "Sections" menu, choose the "Tickets" sub-menu.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Filtering by patient involved
|
||||
-----------------------------
|
||||
|
||||
Several filters are available. The first is "patients involved". Click the green button to open the search bar.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Selecting the patient to search for
|
||||
-----------------------------------
|
||||
|
||||
Type the first letters of the name of the patient you are looking for.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Adding the patient
|
||||
------------------
|
||||
|
||||
Tick the patient and add them using the "Add" button.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Filtering by creator
|
||||
--------------------
|
||||
|
||||
Click the "by creator" button to filter on the creator. Search for them and add them the same way.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Filtering by recipient (user)
|
||||
-----------------------------
|
||||
|
||||
To filter by recipient, click "by recipient". The recipient is the person the ticket has been assigned to. Search for and add the recipient the same way.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Filtering on status
|
||||
-------------------
|
||||
|
||||
To filter on status, use the open or closed button by clicking on it.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Filtering on urgency
|
||||
--------------------
|
||||
|
||||
To filter on urgency, click the urgent yes or no button.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Filtering by unit (centre)
|
||||
--------------------------
|
||||
|
||||
To filter by unit (centre), select it from the drop-down menu.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Filtering by tickets addressed to you
|
||||
-------------------------------------
|
||||
|
||||
To filter only the tickets addressed to you, tick the "Filter by tickets addressed to me" box.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Filtering by reason
|
||||
-------------------
|
||||
|
||||
To filter by reason, select the reason from the drop-down menu.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Removing the reason filter
|
||||
--------------------------
|
||||
|
||||
To remove the reason filter, click the small cross.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Filtering on dates
|
||||
------------------
|
||||
|
||||
To filter by date, you can use the created after and created before filters.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Applying the filters
|
||||
--------------------
|
||||
|
||||
Once the filters are filled in, click "apply the filters".
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Displaying the results
|
||||
----------------------
|
||||
|
||||
The results of your search appear below the filters.
|
||||
|
||||
* * *
|
||||
@@ -0,0 +1,62 @@
|
||||
---
|
||||
title: "How do I use the ticketing tool?"
|
||||
date: 2026-01-28
|
||||
author: "Champs-Libres"
|
||||
description: "This guide describes how to create a ticket, edit it, and view or search for it in a list of tickets."
|
||||
categories: ["Tickets"]
|
||||
tags: ["tickets", "ticketing"]
|
||||
featured_image: "/images/tutorials/55cfcc9d-1ccf-42cc-83e2-9cc755a40de1.png"
|
||||
pdf: "/pdf/tutorials/Comment-utiliser-l'outil-de-ticketing.pdf"
|
||||
---
|
||||
|
||||
Ticket dashboard
|
||||
----------------
|
||||
|
||||
The home page contains the following elements:
|
||||
|
||||
* a search bar: lets you look for a patient and see their contact details, addresses and the tickets concerning them
|
||||
|
||||
* my tickets: the list of tickets assigned to me as caseworker that need to be dealt with
|
||||
|
||||
* my new notifications
|
||||
|
||||
* sections: gives access to the third parties and tickets sub-sections.
|
||||
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Creating a ticket
|
||||
-----------------
|
||||
|
||||
There are 2 ways to create a ticket. Either the ticket creation window opens automatically during a call, or you can go to the home page, to the sections/tickets menu, and then click the CREATE button.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Editing a ticket
|
||||
----------------
|
||||
|
||||
To edit a ticket, use the orange pencil icon; it takes you into the ticket so you can change its details.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Viewing a ticket
|
||||
----------------
|
||||
|
||||
To view a ticket, use the blue eye icon; it takes you into the ticket so you can see all of its details.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Searching for a ticket
|
||||
----------------------
|
||||
|
||||
To search for a ticket, go through the "sections" menu to the "tickets" sub-menu. In this window you can filter on a number of fields to narrow down your search.
|
||||
|
||||
* * *
|
||||
+89
@@ -0,0 +1,89 @@
|
||||
---
|
||||
title: "What can I do with an appointment?"
|
||||
date: 2026-01-28
|
||||
author: "Champs-Libres"
|
||||
description: "This guide describes the different actions available on an appointment: add a document, turn it into a recorded interaction, edit, cancel, delete."
|
||||
categories: ["Appointments"]
|
||||
tags: ["appointments", "actions"]
|
||||
featured_image: "/images/tutorials/78e7a782-c985-411b-8175-b697c171acf7-thumb-EXPSXMUJqjhf6BMFIsaKqPot59dz0R.png"
|
||||
pdf: "/pdf/tutorials/Quelles-sont-les-actions-possibles-sur-un-rendez-vous.pdf"
|
||||
---
|
||||
|
||||
Adding a document
|
||||
-----------------
|
||||
|
||||
To add a document, click add a document.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Adding the title and the document
|
||||
---------------------------------
|
||||
|
||||
Give the document a title, drop the document in and save. The document is then visible within the appointment.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Turning an appointment into a recorded interaction
|
||||
--------------------------------------------------
|
||||
|
||||
Turn the appointment into a recorded interaction by clicking "turn into an interaction". You then simply choose the type of interaction and complete the interaction page.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Viewing the document and the interaction
|
||||
----------------------------------------
|
||||
|
||||
Once the document has been added and the interaction saved, both are visible within the appointment.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Deleting an appointment
|
||||
-----------------------
|
||||
|
||||
An appointment can be deleted entirely by clicking the small bin and then confirming the deletion.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Cancelling an appointment
|
||||
-------------------------
|
||||
|
||||
To cancel an appointment, click "cancel".
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Choosing a cancellation reason
|
||||
------------------------------
|
||||
|
||||
Then choose the cancellation reason (configurable in the admin interface) and click save.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
The appointment is cancelled
|
||||
----------------------------
|
||||
|
||||
The appointment and its cancellation reason are visible in the list of appointments. That availability slot becomes free again in the user's calendar.
|
||||
|
||||
* * *
|
||||
|
||||
|
||||
|
||||
Deleting an appointment
|
||||
-----------------------
|
||||
|
||||
To delete an appointment, click the small bin and confirm the deletion. In this case too, the availability slot becomes free again in the user's schedule.
|
||||
|
||||
* * *
|
||||
@@ -0,0 +1,4 @@
|
||||
---
|
||||
title: "Tutorials"
|
||||
layout: "list"
|
||||
---
|
||||
Reference in New Issue
Block a user