Services/Helpdesk Odoo 19.0 On Odoo Apps

Helpdesk and Support Tickets

Support desk for Odoo Community: teams, stages, SLA policies, tickets by email or portal form, and a customer portal.

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Category: Services/Helpdesk
Odoo version: Odoo 19.0
Price: USD 49
Odoo Apps Store: Listed

A support desk that lives inside Odoo. Tickets arrive by email or from the customer portal, land in a team, move through stages on a kanban board, and are measured against an SLA policy you write yourself.

Teams

✓ A team owns its members, its stages and its SLA policies
✓ Three ways to hand a ticket out: manual, balanced (the member with the fewest open tickets) or random
✓ Give the team an email alias and every message sent to it raises a ticket, with the sender recorded as the customer
✓ Optional auto-close, so tickets nobody has touched for a set number of days stop cluttering the board

Tickets

✓ Subject, description, customer, contact email and phone, priority, tags
✓ Kanban grouped by stage with a progress bar over the ticket state, plus list, calendar of deadlines, pivot and graph for volumes
✓ The full mail thread is on the ticket, so replies to the customer and internal notes sit side by side
✓ Closing a ticket records who closed it and at what time, and the close reason is written to the thread

Service level agreements

✓ A policy matches on team, minimum priority and tags
✓ It carries a target in hours and the stage that stops the clock
✓ The strictest matching policy wins, and the deadline is put on the ticket
✓ A scheduled action flags tickets that have run past their deadline, so a breach is visible without anyone opening the record

Customer portal

✓ Customers see their own tickets at /my/tickets, search and sort them
✓ A detail page with the history, where they can reply through the chatter
✓ A form to raise a new ticket without phoning anyone
✓ Once a ticket is closed the customer can rate the service, and the rating is stored on the ticket for reporting
✓ Requires nothing but the Discuss and Portal apps, both of which ship with Odoo Community.

What you get

→Full module source code: Python, OWL, XML and CSS
→Installation on your Odoo instance, or a copy you install yourself
→Written documentation and a user guide
→A one-hour walkthrough with your team
→90 days of bug-fix support

Buy it on the Odoo Apps Store

Helpdesk and Support Tickets is published on apps.odoo.com at USD 49. Buy there and you get every update we publish for that version.

View on Odoo Apps

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Need it to work a little differently?

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