Helpdesk Ticket Escalation & Reminders

by
Odoo          
v 10.0 v 11.0 v 12.0 Third Party 1

89.00 €

This module requires Odoo Enterprise Edition.
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Technical name helpdesk_enforce_sla
LicenseOPL-1
Websitehttp://www.optima.co.ke
Read description for v 11.0 v 10.0
Required Apps Helpdesk (helpdesk)
Technical name helpdesk_enforce_sla
LicenseOPL-1
Websitehttp://www.optima.co.ke
Read description for v 11.0 v 10.0
Required Apps Helpdesk (helpdesk)

Enforce SLAs by sending Email reminders and Escalation emails for Tickets

Use this App to automatically enforce SLAs by sending email reminders for tickets whose deadline is approaching and also escalating those tickets that have not met SLA deadlines

Email Reminders

You will be able to receive email reminders at configurable intervals before the ticket SLA deadline is reached. The default intervals are:

  • 1 day before the deadline
  • 12 hours before the deadline
  • 6 hours before the deadline
  • 3 hours before the deadline

Ticket Escalation

For Tickets that have passed the deadline and no action has been taken or have not been moved to the next stage in the Odoo helpdesk, The team manager will receive an escalation email for each of the ticket violating SLA.The default configurable timeline to trigger this escalation email is 1 day after the deadline has passed. This can be changed in the settings to suite your case.

Customizable Settings

You will be able to customize the intervals at which you receive the reminder emails and also the timelines when you can escalate those tickets that have passed the deadline without any action taken. You can also disable or enable some of the settings to suite your business needs.

Automated Email Reminders

Go To: Settings --> Technical --> Automation --> Automated Actions

How To Change Settings for Reminders

Go To: Settings --> Technical --> Automation --> Automated Actions

How To Customize The Email templates

Go To: Settings --> Technical --> Email --> Templates

How To Assign A Team Manager

Go To: Helpdesk --> Configuration --> Helpdesk Teams

Odoo Support Services

For bug reporting and fixing, enjoy our odoo support and development services from experienced team in Kenya

We are a highly qualified team of well-rounded software engineers and applications systems integrators specialised in open source ERP solutions for SMEs all over the world

Documentation

Installation

This Module is a standard Odoo Module. Once you purchase it, please follow the following steps to install it:

  • A download link will be given by Odoo via Email.
  • You need to extract the downloaded file into Odoo 'addons' directory where all other modules are kept.
  • You then need to click on Updates Apps list for the new module to appear on the list of Apps.
  • Search for this module using the technical name helpdesk_enforce_sla
  • Then click on Install button and wait for it to finish.
  • After that you can go to configure the module. Please refer to module description for the configuration details.

Compatibility

  • Fully Supports Odoo Version 12.0 Enterprise Editions Only
Odoo Proprietary License v1.0

This software and associated files (the "Software") may only be used (executed,
modified, executed after modifications) if you have purchased a valid license
from the authors, typically via Odoo Apps, or if you have received a written
agreement from the authors of the Software (see the COPYRIGHT file).

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by depending on it, importing it and using its resources), but without copying
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LGPL, MIT, or proprietary licenses similar to this one).

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or modified copies of the Software.

The above copyright notice and this permission notice must be included in all
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