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Community Enterprise Odoo.sh

All In One Website Helpdesk

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Are you looking for fully flexible and customizable helpdesk at website? Our this apps almost contain everything you need for Service Desk, Technical Support Team, Issue Ticket System which include service request to be managed in Odoo backend. Support ticket will send by email to customer and admin. Website customer helpdesk support Ticketing System is used to give the customer an interface where he/she can send support ticket requests and attach documents from the website. Customer can view their ticket from the website portal and easily see the stage of the reported ticket also customers get a link of the portal in email as well. Customer can view their ticket from the website portal and easily see stage of the reported ticket. This desk is fully customizable clean and flexible.

Note

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  • This app is not compatible with standard Helpdesk app of Enterprise Edition. It works independently. You can purchase the Helpdesk Enterprise app from here Helpdesk Enterprise

Access group for "Helpdesk Manager", "Helpdesk Team Leader", "Helpdesk User"


Helpdesk Teams menu and list view.


"Helpdesk Teams" form view. Where you can define team member and team leader or set team as default.


"Helpdesk Tickets Type" menu and list view.


"Helpdesk Subject Types" menu and list view.


"Helpdesk Tags" menu and list view.


"Helpdesk Stages" menu and list view.


"Helpdesk Stages" form view. Where you can define stages and it's access rights, E-Mail template, next stage.


"Helpdesk Categories" menu and list view.


"Helpdesk Sub Categories" menu and list view.


"Helpdesk Priorities" menu and list view.


"Helpdesk Setting" View.


'Ticket Dashboard' for Helpdesk Manager. Where you can filter data with various filters and see data in well organized table formate.


'Ticket Dashboard' for Helpdesk Team Leader. Where leader can see only his team data and filter data with various filters, see data in well organized table formate.


'Ticket Dashboard' for Helpdesk User. Where user can see only ticket which is assigned, filter data with date filters and see data in well organized table formate.


"Helpdesk Ticket" Kanban view.


"Helpdesk Ticket" List view.


"Helpdesk Ticket" Pivot view.


"Helpdesk Ticket" Graph view.


"Helpdesk Ticket" Calender view.


"Helpdesk Ticket" Schedule activity view.


"Helpdesk Ticket" form view.


"Helpdesk Ticket" form attachment view. Where you can attach document received from customer.


In User configuration there is access rights for only portal users.(Only visible when portal user true)


"Portal Manager"


"Portal Leader"


"Portal User"


If you want to set access for the portal customer then, 'Portal Access' leave it blank


Login with Portal Support User and click on "Create".


This Wizard will popout after click on create. Here Only Portal Manager,Leader, Manager can select partners.


Login with 'Portal Customer'. Customer can only create ticket for self only.


Login with 'Portal Support Leader'. If the customer exists then all required fields fill automatically.


If any new customer arrived, then create ticket with name and email, it will create new customer in backend.


New customer created and it will automatically added to followers.


Created cutomer form view.


In portal you can download ticket in PDF formate also. Just click 'Download'.


Ticket in PDF formate.


Enable "Ticket Reminder".


Go to the configuration => "Helpdesk Ticket Alarm".


Helpdesk ticket alarm form view looks like this.


Helpdesk ticket alarm form view with the ticket reminder.


Helpdesk ticket reminders can run using a cron job.


Helpdesk ticket reminders popup looks like this.


Helpdesk ticket reminders email looks like this.




When ticket is created that time customer will notify via email.


When ticket is created that time assign user will notify via email.


Create tickets from the website by the website user.


You can add a mobile number in the helpdesk ticket.


"Success" message.


A ticket was created in the backend.


Access group for "Helpdesk Manager", "Helpdesk Team Leader", "Helpdesk User"


Helpdesk Teams menu and list view.


"Helpdesk Teams" form view. Where you can define team members and the team leader or set team as default.


"Helpdesk Tickets Type" menu and list view.


"Helpdesk Subject Types" menu and list view.


"Helpdesk Tags" menu and list view.


"Helpdesk Stages" menu and list view.


"Helpdesk Stages" form view. Where you can define stages and it's access rights, E-Mail template, next stage.


"Helpdesk Categories" menu and list view.


"Helpdesk Sub Categories" menu and list view.


"Helpdesk Priorities" menu and list view.


"Helpdesk Setting" View.


"Helpdesk Ticket" Kanban view.


"Helpdesk Ticket" List view.


"Helpdesk Ticket" Pivot view.


"Helpdesk Ticket" Graph view.


"Helpdesk Ticket" Calender view.


"Helpdesk Ticket" Schedule activity view.


"Helpdesk Ticket" form view.


"Helpdesk Ticket" form attachment view. Where you can attach the document received from the customer.


When a ticket is created that time customer will notify via email.


When a ticket is created that time assign user will notify via email.


When you click on the 'Replay' button on the form, this wizard will appear where you can set an email template as per replay. In Email, there is one link 'View Ticket', Where customers can see the ticket status.


'Replied Date' added after a replay and replied status will change 'Staff Replied'.


While the ticket is closed, the customer will notify via email with a feedback link. Click on the link.


After click on the link customer will see this view, where customers give feedback with comments.


Thank you message after submitting feedback.


Customer feedback.


"Ticket Close" information will be added here.


Chat with customers in chatter.


Ticket on the portal.


List view on portal. You can group by, search, and create tickets.


Helpdesk Portal ticket view where users can download ticket in PDF.


Helpdesk Portal ticket in PDF.


Helpdesk Portal ticket in PDF for the backend.


'Ticket Dashboard' for Helpdesk Manager. Where you can filter data with various filters and see data in well-organized table format.


'Ticket Dashboard' for Helpdesk Team Leader. Where a leader can see only his team data and filter data with various filters, see data in well-organized table format.


'Ticket Dashboard' for Helpdesk User. Where users can see the only ticket which is assigned, filter data with date filters, and see data in a well-organized table format.


Helpdesk SLA Policy & Helpdesk Ticket Reminder security groups.


Go to the configuration => "Helpdesk SLA Policies".


The "Helpdesk SLA Policy" form view looks like this, you can see SLA tickets from the smart button "SLA Tickets".


"SLA Tickets" form view looks like this.


You can see helpdesk SLA tickets also from the helpdesk ticket types using the smart button "Helpdesk SLA".


"SLA Tickets" form view looks like this.


"Helpdesk Teams" form view. Where you can define working schedule as well as see helpdesk SLA ticket using the smart button "Helpdesk SLA".


The search panel in the helpdesk tickets looks like this, you can filter SLA using different filters.
Note: Search panel and multi-edit option available in only v13,v14 & v15.


You can edit multiple records from the helpdesk tickets list view.
Note: Search panel and multi-edit option available in only v13,v14 & v15.


"Helpdesk Ticket" form view, create a ticket and save it.


The "Helpdesk Ticket" form view with SLA policies.


In the helpdesk ticket form view, you can see SLA deadline, Now we press the "Approve" button.


When press on the "Approve" button and all policies are approved then stage change to "Done".


You can do helpdesk SLA analysis from the "Reporting" menu.


Goto user config setting, Enable 'Display Multi User'.


You can select more than one user for each tickets. All assign multi user can see the ticket.


'Technical Leader' user can see the ticket.


'Technical B' user can see the ticket.


'Technical A' user can see the ticket.


'Technical C' user can not see the ticket because ticket was not assigned.


Goto user config setting, Enable 'Manage Products'.


You can select products for each ticket.


Ticket PDF report with the products.


In "User", enable the "Helpdesk Whatsapp Feature" option.


Whatsapp message description with the configuration setting.


Set the signature in the message,
1) Go to Preferences.


2) Add Signature.


Click "Send By WhatsApp" Button in helpdesk tickets.


Choose recipient, template and edit Message as required and click send by whatsapp.


This is the output shown in the WhatsApp messenger.



In helpdesk ticket chatter you can see the message which is sent.


You can send a Whatsapp message direct from the dashboard.


After that one wizard opens, select details and press "Send".


This is the output shown in the WhatsApp messenger.



When you click "Send By WhatsApp" Button in helpdesk tickets, this wizard opens choose details and if you click send then mail is sent.
If you click send by WhatsApp it sends the message on WhatsApp.


The sent email looks like this.



Default search updated with name, customer,multi-user, assigned to user, email, email subject, mobile number fields.


You can search tickets by product name from the search bar.


Configuration to give attachment size limit on portal.


Alert comes when attachment size larger then configuration.


First, choose a timezone.


Based on timezone create date and last update date comes.


Create date and last update date at the portal.


When direct/inbound email comes then the email subject shows in the form view.


When direct/inbound email comes then the email subject shows in the kanban view.


Enable "Get email when customer view ticket?".


When customers see tickets from portal then email notification goes to assigned user.


We have updated the counter tiles click records list.


Whenever any customer/staff replied, the stage changes according to configurations. You can find tickets easily by customer/staff reply based on tags.


"Auto Update Replied Status & Replied Date Based On Customer/Staff Replied To Ticket".


We were by default adding customers as followers on ticket create, to make this better we have given configuration to on/off these auto-add followers.


Ticket PDF report with the products.


We have updated the auto-close mechanism based on the last replied date of staff.




'Replied Date' added after reply and replied status will change 'Staff Replied'.


While ticket is closed, customer will notify via email with feedback link. click on link.


After click on link customer will see this view, where customer give feedback with comment.


Thank you message after submit feedback.


Customer feedback.


You can update multiple tickets using "Mass-Action". You can update assigned to person, stage, assign multi-user & add/remove followers.


Chat with customer in chatter.


Tick security group "CRM Helpdesk Ticket" to generate lead/opportunity directly from the helpdesk ticket as well generate a helpdesk ticket from the lead/opportunity.



"Helpdesk Ticket" form view, press the "Create Lead" button to create lead directly from the helpdesk ticket.



After that one wizard opens, fill the details then press the "Save" button.



Now, from the ticket, you can see generated leads of that ticket using the "Leads" smart button.



So, from that leads, you can see tickets of that lead using the "Tickets" smart button.



"Helpdesk Ticket" form view, press the "Create Opportunity" button to create an opportunity directly from the helpdesk ticket.



After that one wizard opens, fill the details then press the "Save" button.



Now, from the ticket, you can see generated opportunities of that ticket using the "Opportunities" smart button.



So, from that opportunities, you can see tickets of that opportunity using the "Tickets" smart button.



You can create a helpdesk ticket from the lead/opportunity using the "Create Ticket" button.



After that one wizard opens, fill the details and save it.



"Helpdesk Ticket" created.



You can see tickets of that lead/opportunity using the "Ticket" smart button.



It opens tickets Kanban view.



Created ticket form view looks like this.



You can filter tickets lead/opportunity wise.



You can filter lead/opportunity ticket wise.



Tick security group "Sale Helpdesk Ticket" to generate a quotation/sale order directly from the helpdesk ticket as well generate a helpdesk ticket from the sale order/quotation.



"Helpdesk Ticket" form view, press the "Create Sale Order" button to create a quotation/sale order directly from the helpdesk ticket.



After that one wizard opens, select customer, products, and fill other details then press the "Save" button.



Now, from the ticket, you can see generated sale orders of that ticket using the "sales" smart button.



So, from that sale order, you can see tickets of that sale order/quotation using the "Tickets" smart button.



You can create a helpdesk ticket from the sale order/quotation using the "Create Ticket" button.



After that one wizard opens, fill the details and save it.



"Helpdesk Ticket" created.



You can see tickets of that sale order/quotation using the "Tickets" smart button.



It opens tickets Kanban view.



Created ticket form view looks like this.



You can filter tickets sale order wise.



You can filter sale order ticket wise.


Tick security group "Purchase Helpdesk Ticket" to generate a request for quotation/purchase order directly from the helpdesk ticket as well generate a helpdesk ticket from the purchase order/request for quotation.



"Helpdesk Ticket" form view, press the "Create Purchase order" button to create a request for quotation/purchase order directly from the helpdesk ticket.



After that one wizard opens, select vendor, products, and fill other details then press the "Save" button.



Now, from the ticket, you can see generated purchase orders of that ticket using the "purchases" smart button.



So, from that purchase order, you can see tickets of that purchase order/request for quotation using the "Tickets" smart button.



You can create a helpdesk ticket from the purchase order/request for quotation using the "Create Ticket" button.



After that one wizard opens, fill the details and save it.



"Helpdesk Ticket" created.



You can see tickets of that purchase order/request for quotation using the "Ticket" smart button.



It opens tickets Kanban view.



Created ticket form view looks like this.



You can filter tickets purchase order wise.



You can filter purchase order ticket wise.


Tick security group "Invoice Helpdesk Ticket" to generate invoice directly from the helpdesk ticket as well generate a helpdesk ticket from the invoice.



"Helpdesk Ticket" form view, press the "Create Invoice" button to create invoice directly from the helpdesk ticket.



After that one wizard opens, select customer, products, and fill other details then press the "Save" button.



Now, from the ticket, you can see generated invoices of that ticket using the "Invoices" smart button.



So, from that invoice, you can see tickets of that invoice using the "Tickets" smart button.



You can create a helpdesk ticket from the invoice using the "Create Ticket" button.



After that one wizard opens, fill the details and save it.



"Helpdesk Ticket" created.



You can see tickets of that invoice using the "Ticket" smart button.



It opens tickets Kanban view.



Created ticket form view looks like this.



You can filter tickets invoice wise.



You can filter invoice ticket wise.


Tick the security group "Helpdesk Ticket Timesheet".



Enable the "Default Description In Timesheet" to add the default description in the timesheet, and then select default project. Enable "Multiple Ticket Allowed" to start multiple tickets timer at a time.



Start and End Date fields read only for user groups so Start & End Date edit by project/timesheet manager only.



You can filter tickets by "Running Ticket" which shows which ticket timer is running.



Now we start the timer of the other ticket.



So if you have enabled the "multiple ticket" group then you can start multiple tickets timer simultaneously.



Timesheet entry will look like this, currently one timesheet entry in the ticket.



Now we press the "End Ticket" button to end the timer, you can end the timer as well from the list view using the "End" button.



After that one wizard opens, It will automatically add a default description entry when you end the timer.



So now after the end timer, our ticket timesheet entry is updated.



Now we disable the "Multiple Ticket Allowed" group.



Currently, one ticket timer is running, and start the timer of the other ticket.



So it shows a warning because we have disabled the "Multiple Ticket Allowed" group.


Tick security group "Invoice Helpdesk Ticket" to generate invoice directly from the helpdesk ticket as well generate a helpdesk ticket from the invoice.



"Helpdesk Ticket" form view, press the "Create Invoice" button to create invoice directly from the helpdesk ticket.



After that one wizard opens, select customer, products, and fill other details then press the "Save" button.



Now, from the ticket, you can see generated invoices of that ticket using the "Invoices" smart button.



So, from that invoice, you can see tickets of that invoice using the "Tickets" smart button.



You can create a helpdesk ticket from the invoice using the "Create Ticket" button.



After that one wizard opens, fill the details and save it.



"Helpdesk Ticket" created.



You can see tickets of that invoice using the "Ticket" smart button.



It opens tickets Kanban view.



Created ticket form view looks like this.



You can filter tickets invoice wise.



You can filter invoice ticket wise.


Tick the security group "Helpdesk Ticket Timesheet".



Enable the "Default Description In Timesheet" to add the default description in the timesheet, and then select default project. Enable "Multiple Ticket Allowed" to start multiple tickets timer at a time.



Start and End Date fields read only for user groups so Start & End Date edit by project/timesheet manager only.



You can filter tickets by "Running Ticket" which shows which ticket timer is running.



Now we start the timer of the other ticket.



So if you have enabled the "multiple ticket" group then you can start multiple tickets timer simultaneously.



Timesheet entry will look like this, currently one timesheet entry in the ticket.



Now we press the "End Ticket" button to end the timer, you can end the timer as well from the list view using the "End" button.



After that one wizard opens, It will automatically add a default description entry when you end the timer.



So now after the end timer, our ticket timesheet entry is updated.



Now we disable the "Multiple Ticket Allowed" group.



Currently, one ticket timer is running, and start the timer of the other ticket.



So it shows a warning because we have disabled the "Multiple Ticket Allowed" group.


Go to users & companies and tick "Helpdesk Task".



Ticket form view, you can see tasks from the ticket form view.



You can attach multiple attachments to the ticket.



Press the "Create Task" button to create a task from the ticket.



You can assign tasks with responsible persons with the task description.



It moves information, attachment, etc of the ticket to the task.



After creating a task, you can see the created task number on the right side of the ticket.



Tasks kanban view.



The assigned task with attachments, information & you can see that task ticket at the right side of the task.



The assigned task with extra information.


A colorful dashboard appears as below.


Go to the Helpdesk Stages form view and set the color you wish to display on the dashboard.


Go to the helpdesk configuration and enable all the 'Ticket Notification Cofiguration'.


In the users form view, enable all the notifications from the 'Helpdesk notification' tab.


Whenever a new ticket is created, a notification will appear on the notification icon as shown below.




Select the users in the 'Assign multi users' field.


When a user is assigned to a ticket, that specific user will receive a notification about it.


The admin will also receive a notification whenever the ticket's stage is changed.




Kanban view of the ticket.
Click on the 'New' button to create a ticket.


Form view of the ticket.


Click on the tree view icon.


In the tree view, the newly created ticket appears in bold. Click on that ticket to open it.
Note: Only newly created tickets that you have not opened yet appear in bold.


Form view of the ticket.


After viewing a ticket, when you return to the tree view, it will appear as a normal ticket rather than in bold.


Go to the helpdesk configuration and enable 'Helpdesk Custom Field And Tabs'


Form view of the ticket.


To add a custom tab, Click on the 'Add Custom Tab' button.


After that, the 'Helpdesk Ticket Custom Tab' wizard will appear.
Enter the details and click the 'Create Tab' button.


You can now see the newly created tab here ('Extra Tab').


To add a custom field, Click on the 'Add Custom Field' button.


After that, the 'Create Custom Fields' wizard will appear.
Enter the details and click the 'Create Fields' button.


You can now see the newly created custom field here ('Detailed Info').


Customer ratings visible to only manager & team leader.


When you click on the 'Reply' button on the form, this wizard will appear where you can set an email template as per reply. In Email, there is one link 'View Ticket', Where customer can see the ticket status.


Version 18.0.2 | Released on : 2nd April 2025

New Create Custom Fields & Tabs Added To Helpdesk Ticket Feature

Version 18.0.1 | Released on : 16th October 2024

Initial Initial Release.

  • Yes, this app works perfectly with Odoo Enterprise (Odoo.sh & Premise) as well as Community.
  • No, Our helpdesk app works independently.
    Here is the link where you can purchase our helpdesk enterprise app.
    Helpdesk Enterprise
  • Yes, we provide free support for 100 days.
  • No, this application is not compatible with odoo.com(odoo saas).
  • Yes, you will get free update for lifetime.
  • Yes, You have to download module for each version (13,14,15) except in version 12 or lower.
All In One Helpdesk | CRM Helpdesk | Sale Order Helpdesk | Purchase Helpdesk | Invoice Helpdesk | Helpdesk Timesheet | Helpdesk Support Ticket To Task v18

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