Description
A helpdesk / support ticket system for your websiteConfigure Support Ticket System
Create custom categories and assigns users to each category and they will instantly be notified when a new support ticket arrives for thier department.
Instructions
1a. Go to Sales->Configuration->Categories and select user that should respond to that type of ticket
1b. Alternatvily go to the user and select the support ticket group they should respond too
Create Help Groups / Pages
Reduce the amount of support tickets your staff have to answer by providing help pages for your customers to read
Instructions
1. Go to the Support menu on your website
2. Click on the content then "New Help Group" and type in a name
3. Click on the content then "New Help Page" and select a help group, after which you can rename the the help page and drag and drop snippets to create a fancy help page
Submit Support Ticket Online
Both registered and public user can submit tickets via your website.
Instructions
1. Go to Support menu on your website and click on "Submit a ticket"
2. Fill in the form and someone should get back to you soon.
View Support Tickets Online
User that were logged in at the time of submitting a ticket can view a history of all thier support tickets.
Instructions
1. Go to Support menu on your website and click on "My Tickets"
2. You can click on an individual ticket if you want view more information
Respond to support tickets online
User can view a history of thier ticket online and add a comment.
Instructions
1. Go to Support menu on your website and click on "My Tickets"
2. You can click on an individual ticket to view it
3. Type a comment and wait for a response
Email Integration
Email conversations are tracked for each ticket so customers can reply directly via email without ever having to go to the website or login.
Emails are automatically sent when a ticket category is changed or the ticket is closed by staff
When the customer replies via email the ticket state is automatically set to 'Customer Replied' allowing you to easily see at a glance which tickets need attending to
Operators can reply online via CRM->Customer Support->Support Tickets
Per Operator Instructions
1. Setup outgoing email for all your support ticket operators
2. Go to Sales->Customer Support->Support Tickets and open one
3. Hit the reply button in the header
4. Type a message and the user will get sent an email alongside information about the ticket
5. Email replies will appear in the chatter as well as the online ticket view
Create Support Ticket via Email
Automatically create support ticket when an email is fetched by Odoo.
Instructions
1. Go to Settings->Technicial->Email->Incoming Mail Servers and create a new record e.g. support@ or helpdesk@
2. Also setup an outgoing mail server for your support email address
3. Lastly go to CRM->Configuration->Support Ticket->Settings and setup a default category for tickets created via email
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Any abuse of this reporting system will be penalized0 error when reassigning Assigned User in support ticket
Exception: Unhandled report type: {'create_date': '2018-08-11 16:17:01.687788', 'help': None, 'parser': None, 'write_uid': 6, 'header': True, 'report_type': u'pdf', 'id': 414, 'create_uid': 6, 'ir_values_id': None, 'paperformat_id': None, 'attachment': None, 'usage': None, 'report_sxw_content_data': None, 'type': u'ir.actions.report.xml', 'report_xml': None, 'report_rml_content_data': None, 'auto': True, 'write_date': '2018-08-11 16:17:01.687788', 'report_file': None, 'multi': False, 'report_xsl': None, 'name': u'Print', 'report_rml': None, 'print_report_name': None, 'report_name': u'print', 'attachment_use': False, 'model': u'Print'}
How is the ticket assigned to the support team
Could you please advice how are the tickets assigned to the team members if there is more than one member in a particular category
Email reply
Hello Greetings, I am using verson 10 odoo and using your Website Help Desk / Support Ticket module. When I reply to any ticket the email appear fail as the from part is missing . Please assist how to add from as the user who replies. Please assist. Thank you.
Very nice addon
Thanks for this nice addon, hoping for a version compatible with odoo 11 ;-)
Very powerful helpdesk for odoo with tiny small issue
The module is very powerful. The latest download already support attachments. But there exist an small issue. If the customer is not logged in, you will get 500 internal error when you submit a ticket. It would be perfect If it returns a message persuade the customer to login first.
Send email and open a new ticket?
Hello, How can i to create a new ticket by e-mail? It's to possible, i send for a email address and your odoo module, open a new ticket? Like Zendesk?
Odoo 11
Hello, will there be a version 11 in the near future?
mail notifications
Whne a client, submit a ticket, how i can configure the module for send a mail to an one support team member? Regards
Attachments
Seems module does not support attachments? When will attachments be ready?