Helpdesk v16

Blog Post

Home
Blogs
Helpdesk v16

Community Enterprise Odoo.sh

Help Desk

Are you looking for fully flexible and customisable helpdesk in odoo? 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. Customer can view their ticket from the portal and easily see stage of the reported ticket. This desk is fully customizable clean and flexible.

Related Modules

Helpdesk Enterprise

Sr No.	Addons	Price
1	Manage CRM With Helpdesk	10 Eur
2	Manage Sale Order With Helpdesk	10 Eur
3	Manage Purchase Order With Helpdesk	10 Eur
4	Manage Invoice With Helpdesk	10 Eur
5	Helpdesk Timesheet	10 Eur
6	Helpdesk Support Ticket To Task	10 Eur

Note

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

Key Features

Hot Features

Auto Change Stages on Replied

Auto Change Ticket Status on Replied

Helpdesk Whatsapp

Helpdesk SLA Policy

Helpdesk Ticket Alarm

Search Panel

Manage Products

Helpdesk Multiple User

Ticket on Portal

Dynamic Stages

Dynamic Dashboard Table

Dynamic Dashboard Filter

Customer Feedback

PDF Reports

Auto Close Ticket

Readymade Email Templates

Features

You can schedule activity from the helpdesk ticket form view.
Team leader & manager only see customer ratings.
Easy to change ticket stage automatically when a customer or staff replied.
Easy to find tickets that are replied by customer/staff based on tags.
You can search tickets by product name from the search bar.
You can update multiple tickets using "Mass-Action".
When an inbound email comes then the email subject shows in the form view & kanban view.
Email notification goes to the assigned user when customers see tickets from the portal.
You can send helpdesk tickets direct to the customer's WhatsApp.
You can use the helpdesk SLA policy for good customer support.
You can set a helpdesk ticket alarm for different tasks.
You can edit multiple tickets in the list view.
Easy to use search panel in the list & kanban view.
You can manage products in tickets as well you can display products in the ticket PDF report.
You can assign a single ticket to more than one user.
Access rights for Helpdesk Manager, Helpdesk Team Leader, Helpdesk User.
Easy to create ticket by helpdesk user.
Easy to define stages as per your requirement.
Easy to set access right and email templates for perticular stages.
Easy to set days for auto closing tickets.
Fully customise and dynamic dashboard.
Easy to define dynamic filter for dashboard.
Well organized data in table formate on dashboard.
Well organized data in table formate on dashboard.
Well organized calender, pivot, graph, kanban views.
Customer see ticket status from portal and email links.
Well organized portal for ticket.
Easy to group by, search, and create ticket on portal.
Auto notifies via email to assigned user and customer while the ticket is created.
Auto share feedback link while ticket is closed.
Easy to chat with customer from chatter.

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.

"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.

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

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

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.

'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.

"Ticket Close" information will added here.

Chat with customer in chatter.

Ticket on Portal.

List view on portal. You can group by, create and search tickets. You can create a ticket only if you have the Website Help Desk module installed.

Helpdesk Portal ticket in PDF for backend.

'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.

Multi User

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.

Manage Products

Goto user config setting, Enable 'Manage Products'.

You can select products for each ticket.

Ticket PDF report with the products.

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

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

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.

You can filter tickets by creation date.

You can search tickets by tags.

Customer ratings visible to only manager & team leader.

Schedule activity in helpdesk ticket form view.

Configuration added to view portal ticket with access token.

Configuration to give attachment size limit on portal.

Alert comes when attachment size larger then configuration.

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

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

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

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.

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

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

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

We have updated the counter tiles click records list.

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.

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.

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.