All In One Helpdesk | CRM Helpdesk | Sale Order Helpdesk | Purchase Helpdesk | Invoice Helpdesk | Helpdesk Timesheet | Helpdesk Support Ticket To Task

by
Odoo

$ 109.04

v 12.0 Third Party 380
Availability
Odoo Online
Odoo.sh
On Premise
Odoo Apps Dependencies • CRM (crm)
• Discuss (mail)
• Invoicing (account)
• Project (project)
• Purchase (purchase)
• Sales (sale_management)
• Calendar (calendar)
• Contacts (contacts)
• Employees (hr)
Lines of code 9580
Technical Name sh_all_in_one_helpdesk
LicenseOPL-1
Websitehttps://www.softhealer.com
Versions 18.0 13.0 12.0 14.0 15.0 16.0 17.0
You bought this module and need support? Click here!
Availability
Odoo Online
Odoo.sh
On Premise
Odoo Apps Dependencies • CRM (crm)
• Discuss (mail)
• Invoicing (account)
• Project (project)
• Purchase (purchase)
• Sales (sale_management)
• Calendar (calendar)
• Contacts (contacts)
• Employees (hr)
Lines of code 9580
Technical Name sh_all_in_one_helpdesk
LicenseOPL-1
Websitehttps://www.softhealer.com
Versions 18.0 13.0 12.0 14.0 15.0 16.0 17.0

All In One Helpdesk

Would you like a fully customizable and flexible helpdesk in Odoo? With this app, you almost have everything you need for Service Desk, Technical Support Team, Issue Ticket System, as well as service requests to be managed in the Odoo backend. Customer can view their ticket from the portal and easily see stage of the reported ticket. Directly from the helpdesk ticket, you can generate leads/opportunities, quotations/sale orders, requests for quotations/purchase orders, and invoices. Our helpdesk offers the option to create a task from the ticket.

Related Modules

Helpdesk Included

Website Helpdesk Related

All In One Website Helpdesk Advance

Key Features

Hot Features

Auto Change Customer/Staff Replied Stage.
Auto Change Status When Customer/Staff Replied.
Update Mass Ticket.
Helpdesk Whatsapp
Helpdesk SLA Policy
Helpdesk Ticket Alarm
Search panel
Manage Products
Helpdesk Multiple User
Sale Order With Helpdesk
Purchase Order With Helpdesk
CRM With Helpdesk
Invoice With Helpdesk
Helpdesk Timesheet
Helpdesk Ticket To Task
Helpdesk Quick Reply
Ticket on Portal
Dynamic Stages
Dynamic Dashboard Table
Dynamic Dashboard Filter
Reply via E-Mails
Customer Feedback
PDF Report
Auto Close Ticket
Readymade Email Template
You can schedule activity from the helpdesk ticket form view. New
Team leader & manager only see customer ratings. New
Easy to change ticket stage automatically when a customer or staff replied. New
Easy to find tickets that are replied by customer/staff based on tags. New
You can search tickets by product name from the search bar.
You can update multiple tickets using "Mass-Action".
Configuration added to send common quick reply.
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.
In this update you have 'Send Quick Reply Template' feature.
Easy to enable 'Send Quick Reply' features.
Easy to create default reply templates for perticular questions.
Users can see only their own quick replay templates.
Only that user can see 'Quick Reply' menu if 'Send Quick Reply' group is enable.
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.
Easy to create lead/opportunity from the helpdesk ticket or easy to create helpdesk ticket from the lead/opportunity.
Easy to create sale order/quotation from the helpdesk ticket or easy to create helpdesk ticket from the sale order/quotation.
Easy to create purchase order/RFQ from the helpdesk ticket or easy to create helpdesk ticket from the purchase order/RFQ.
Easy to create invoice from the helpdesk ticket or easy to create helpdesk ticket from the invoice.
Easy to manage the helpdesk ticket with the timesheet.
You can convert the ticket into the task as well easy to create tasks directly from the support ticket.

Helpdesk - Stages Configuration Flow


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.

Send Quick Reply

Goto user config setting, Enable 'Send Quick Reply'.

After that you can see the 'Send Quick Reply' menu, sub menu and 'Quick Reply Template' list view.

'Send Quick Reply Mail Template' Form View, Here you can create quick reply template.

Now go to Setting ==> Technical ==> Template. Open 'Ticket Reply : Send by Email'.

In 'Ticket Reply : Send by Email', click on mark point(it will display, if debug mode is on).

After that you will see window like code editor, here you have to past '<div class="predefined"> </div> ' code at mark place in screenshot.

Now goto helpdesk ticket form view and click on 'Reply'.

Here select appropriate quick reply template and you can see the reply message in message box. And click on 'Send' Enjoy...

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

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.

Helpdesk SLA

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.

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

"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.

Helpdesk Ticket Alarm

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.



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.


v 12.0.13

Customer ratings visible to only manager & team leader.

Schedule activity in helpdesk ticket form view.

Configuration added to view portal ticket with access token.

v 12.0.11

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

v 12.0.10

Configuration to give attachment size limit on portal.

Alert comes when attachment size larger then configuration.

v 12.0.7

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.

v 12.0.6

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

You can send common quick reply.


v 12.0.4

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.

v 12.0.3

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.

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.


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.

  • Yes, this app works perfectly with Odoo Enterprise as well as Community.
  • No, Our helpdesk app works independently. Both apps together not works!
  • Yes, both helpdesk modules are different.
  • Yes, we provide free support for 90 days.

Version 12.0.18 | Released on : 23th August 2024

  • Fixed Minor Bug Fixed.

Version 12.0.17 | Released on : 16th August 2024

  • Fixed Minor Bug Fixed.

Version 12.0.16 | Released on : 08th August 2024

  • Fixed Minor Bug Fixed.

Version 12.0.15 | Released on : 30th July 2024

  • Fixed Minor Bug Fixed.

Version 12.0.14 | Released on : 8th Febuary 2022

  • Fixed Minor Bug Fixed.

Version 12.0.13 | Released on : 7th January 2022

  • New Configuration Added To View Portal Ticket With Access Token.
  • New Schedule Activity In Helpdesk Ticket Form View.
  • New Customer Ratings Visible To Only Manager & Team Leader.

Version 12.0.12 | Released on : 23rd November 2021

  • Update Multi Langauge Translation Updated.

Version 12.0.11 | Released on : 12 November 2021

  • Update Start & End Date Edit By Project/Timesheet Manager Only.

Version 12.0.10 | Released on : 19 October 2021

  • New Configuration added to set attachment size limit on portal.

Version 12.0.9 | Released on : 30 September 2021

  • Update Minor Updates In Auto-close Cron.

Version 12.0.8 | Released on : 14 September 2021

  • Fixed Minor Bug Fixed.

Version 12.0.7 | Released on : 26 August 2021

  • New Configuration Added For Auto Change Customer/Staff Replied Stage
  • New Customer/Staff Replied Tag Added In Form/Kanban View
  • New Search Ticket By Product Name In Search Bar

Version 12.0.6 | Released on : 24 July 2021

  • New Update mass ticket using "Multi Action".
  • New Configuration added to send common quick reply.

Version 12.0.5 | Released on : 20 July 2021

  • Update Close Ticket From Scheduler Updated.

Version 12.0.4 | Released on : 20 July 2021

  • Update Default search updated with name, customer,multi-user, assigned to user,email, email subject, mobile number fields.
  • Update Auto add follower configuration is added for a customer when creating a ticket.
  • New We have updated the counter tiles click records list.
  • Update Auto Change Replied Status Based On Customer/Staff Replied.
  • Update Updated auto close mechanism based on last replied date of staff.

Version 12.0.3 | Released on : 5 July 2021

  • New When direct/inbound email comes then the email subject shows in the form view & kanban view.
  • New When customers see tickets from portal then email notification goes to assigned user configurations added.
  • New Timezone wise create date and last update date shows in the portal form.

Version 12.0.2 | Released on : 18 June 2021

  • Update Download Ticket From Whatsapp Message Updated.

Version 12.0.1 | Released on : 7 June 2021

  • Initial Release.

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Compatibility
by
jhonnysuarez@gmail.com
on 8/24/21, 9:13 AM Confirmed Purchase 
Hello,

Does this work fine in Community?
Re: Compatibility
by
Softhealer Technologies
on 8/24/21, 11:40 PM Author

yes works fine in community.

Telegram support
by
Felipe Carvajal
on 6/14/21, 5:18 PM Confirmed Purchase

Hello,


this module is compatible with telegram message?

Re: Telegram support
by
Softhealer Technologies
on 6/17/21, 8:29 AM Author

Hi,

No, Currently we don't have telegram.