Website Help Desk / Support Ticket

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Odoo 3
v 11.0 Third Party 13396
Download for 11.0 series Deploy on Odoo.sh
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Technical name website_support
LicenseLGPL-3
Repositoryhttps://github.com/SythilTech/Odoo.git#11.0
Read description for v 12.0 v 10.0 v 9.0 v 8.0
Required Apps Website Builder (website)
Technical name website_support
LicenseLGPL-3
Repositoryhttps://github.com/SythilTech/Odoo.git#11.0
Read description for v 12.0 v 10.0 v 9.0 v 8.0
Required Apps Website Builder (website)

Description

A helpdesk / support ticket system for your website

Configure Support Ticket System

Configure 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

  1. Assign yourself to the 'Support Manager' group
  2. Go to Customer Support->Configuration->Categories and select user that should respond to that type of ticket
  3. 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. Assign yourself to the 'Support Manager' group
  2. Go to the Support menu on your website
  3. Click on the content then "New Help Group" and type in a name
  4. Click on the content then "New Help Page" and select a help group, after which you can rename the help page and drag and drop snippets to create a fancy help page
Create Help Groups / Pages

Submit Support Ticket Online

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
View Support Tickets Online

Respond to support tickets online

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 Customer Support->Support Tickets

Per Operator Instructions

  1. Assign the operator to the 'Support Staff' group
  2. Setup outgoing email for all your support ticket operators
  3. Go to Customer Support->Support Tickets and open one
  4. Hit the reply button in the header
  5. Type a message and the user will get sent an email alongside information about the ticket
  6. Email replies will appear in the chatter as well as the online ticket view
Email Integration

Create Support Ticket via Email

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 Customer Support->Configuration->Settings and setup a default category for tickets created via email


Addons Modules

Website Help Desk / Support Ticket - Analytic Timesheets

Allows you to track time on a support ticket, linked with tasks so combined reports can be made

Find a bug? feature idea? send an email to steven@sythiltech.com.au

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Please choose a rating from 1 to 5 for this module.
Odoo
Well done !
by on

Useful module, Thanks


Odoo
This module is awesome ! nice work
by on

This module does what it says and it works out of the box. Great job !!


Odoo
version 12
by on

any idea if this free help desk will be available on version 12


Odoo
website tracking
by on

hello, when I add a note or a message, I am obliged to send it to the person who created the ticket with the command "@ + name" to receive an email, more on the site the client does not do not see the notes I added cdt


Odoo
Problem with subcategories.
by on

My problem is that I configure subcategories but in the form to create the ticket, it only lets me choose the main category, it does not show the available subcategories, much less the defined fields. I like the module, I've only found this error. I did not find any configurable parameter for this option. Thank you.