Website Helpdesk Support Ticket and Issue Management

by
Odoo 9

115.18

v 9.0 v 10.0 v 11.0 v 12.0 Third Party 230
Live Preview
Required Apps CRM (crm)
Website (website)
Project (project)
Invoicing (account)
Sales (sale_management)
Employees (hr)
Technical Name website_helpdesk_support_ticket
LicenseSee License tab
Websitehttp://www.probuse.com
Also available in version v 10.0 v 9.0 v 11.0 v 13.0
You bought this module and need support? Click here!
Required Apps CRM (crm)
Website (website)
Project (project)
Invoicing (account)
Sales (sale_management)
Employees (hr)
Technical Name website_helpdesk_support_ticket
LicenseSee License tab
Websitehttp://www.probuse.com
Also available in version v 10.0 v 9.0 v 11.0 v 13.0

Website Helpdesk Support Ticket and Issue Management

This module allow you manage your customer support ticket, ticket portal, billings for support, Timesheets.



Main Features
  • Your Customer can send support ticket/helpdesk request from your website and also attach documents.
  • Generation of unique ticket on submission and record it as ticket in backend.
  • Allow you to create ticket by email. So if your customer send email to your email system will create ticket automaticaclly. For that you have to setup Catchall Email as incoming mail server or incoming mail server with create new record option..
  • Customer can check status of all support tickets submitted by him/her on My Account page.
  • Print PDF - Helpdesk Support Ticket
  • Support User / Technician can communitcate with customer using chatter and fill timesheet.
  • Support Manager can close ticket and send bill to customer.
  • Customer can give feedback and rating of ticket.
  • Manage your support tickets using assignment to multiple support teams.
  • Manage prepaid hours of customer for helpdesk tickets.
  • Create customer invoices from timesheet lines/activities.
  • Allows to Create Task for Helpdesk tickets.
  • Allows to Select Timesheets Make to invoice to Create timesheet lines.
  • Add Time In and Time Out on timesheet lines/activities.
  • Added Dynamic Stages.
  • Added Ticket Types.
  • Added Type of Subjects.
  • Activity view for helpdesk support ticket.
  • On website submenu concept seems removed in Odoo 12 so website pages/menu comes at top so you can note it.
  • For more details please watch video in live preview and below screenshots. or new video for Odoo 12 https://youtu.be/q86OEF1KjiU
  • This app is only for odoo community edition.
  • For HR Helpdesk you can check https://apps.odoo.com/apps/modules/12.0/hr_helpdesk/.

Menus Available:

  • Helpdesk
    • Helpdesk
      • Helpdesk Tickets
    • Configuration
      • Helpdesk Teams
      • Stages
      • Ticket Types
      • Type Of Subject
    • Analytic Account
      • Analytic Accounts
    • Invoicing
      • Timesheets to Invoice
Testing Users
  • Customer ===> Mitchell Admin
  • Support Manager ==> Peter Pinaker
  • Support User ==> Martin Luther

Support User Groups

Support Team - List View

You can create different support team and assign ticket to support team responsible to do that job.

Support Team - Form View

If you set any team as default team then ticket create from website will be set it as default team but later team can change it.

Support Ticket - Kanban View

Support Ticket List View

Support Ticket From View

Support Ticket From View

Support Ticket From View

Support Ticket From View

Support Ticket - Activity View

Support Ticket - Calander View

Create Support Ticket Customer - Login with Mitchell

Create Support Ticket Customer - Login with Mitchell

Thanks Message

Your Tickets on Portal/My Account

List of Tickets - Login with Mitchell

Show Ticket - Login with Mitchell

Chatter Message Send to Message

Send Message to Backend

Attachments on Ticket and Chatter with Message sent by Customer

Attachments on Ticket Menu

Support Manager Peter Pinaker ==> Assigning Ticket

Support Manager Peter Pinaker ==> Create Task (Optional)

Support User Martin Luther ==> Works on Ticket and Communicate with Customer using Open Chatter

Support Manager Add Invoice Lines And Create and Send Invoice/Bill to Customer

Created Customer Invoice/Bill

Support Manager Add Analytic Account Lines And Create Analytic Account.

Created Analytic Account

Closed Ticked - Email send to Customer and Requesting Ratings and Feedback

Customer Give Rating and Feedback Online

Customer Give Rating and Feedback Sucessfully

Ratting Stored on Tickets and Chatter

Helpdesk Report

Added Helpdesk of Analytic Account Report

Added Helpdesk of Stages Report

Bar chart of Helpdesk Ticket in Report.

Line Chart of Helpdesk Ticket in Report.

Pie Chart of Helpdesk Ticket in Report.

Bar Chart of Analytic Account in Report.

Line Chart of Analytic Account in Report.

Pie Chart of Analytic Account in Report.

Bar Chart of State in Report.

Line Chart of State in Report.

PieChat of State in Report.

Print PDF Support Ticket Report

Prepaid Hours

Analytic Account Menu inside Helpdesk

Prepaid Hours Configuration on Customer Analytic Account

Show Status of Prepaid Hours on Ticket

Section to Show Customer Invoice Creation from Timesheet Lines/Activities

Configure Rate on Customer Form

Configure Tickets on Customer Form

Fetch Rate from Customer Form on Project - Editable

Fetch Rate from Project Form on Task - Editable

Timesheet Lines to Create Customer Invoices

In list of timesheet system will display only billable timesheet lines which have not been invoiced yet.

Select timesheet lines for which you want to create customer invoice.

Click on Make Invoice wizard action to create customer invoice

Click Create Invoice Button on Wizard

Created Customer Invoices after Running Wizard

Customer Invoice Form View Sample

Billable, Time In and Time Out on Timesheet


Helpdesk Stages

Helpdesk Ticket Types

Helpdesk Type Of Subject

Search And Show Tickets

Activity View

Contact / Support
Introducing Probuse Consulting Services Pvt. Ltd.

If you need any help or want more additional features, you may contact us through:
Email: contact@probuse.com
Website: www.probuse.com
Skype: mustufa_probuse

Probuse Consulting Service Pvt Ltd is an Software and Web development specialist which offers complete business application together. We are well experienced to provide a face for your business on the software and Internet level.

Probuse Consulting Service Pvt Ltd is a specialist in Odoo/OpenERP services and could give your business open source hand to drive.

Our Services

  • Odoo Implementation

  • Odoo Support

  • Odoo Customization

  • Odoo Migration

  • Odoo Training

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).

You may develop Odoo modules that use the Software as a library (typically
by depending on it, importing it and using its resources), but without copying
any source code or material from the Software. You may distribute those
modules under the license of your choice, provided that this license is
compatible with the terms of the Odoo Proprietary License (For example:
LGPL, MIT, or proprietary licenses similar to this one).

It is forbidden to publish, distribute, sublicense, or sell copies of the Software
or modified copies of the Software.

The above copyright notice and this permission notice must be included in all
copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT.
IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM,
DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE,
ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER
DEALINGS IN THE SOFTWARE.

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  • This section is meant to ask simple questions or leave a rating. Every report of a problem experienced while using the module should be addressed to the author directly (refer to the following point).
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Great features in best price
by
Sananaz
on 4/2/19, 4:30 AM

App working great with all the listed features in page. This app cover most of our needs of helpdesk support application. Fantastic work by Probuse Team. Thank you very much

Re: Great features in best price
by
Mustufa
on 8/24/19, 12:43 AM Author

Thank you Sananaz for your feedback


Support and Functional...
by
software@asdubai.org
on 3/17/19, 12:22 AM

I contacted Mr. Mustafa before we purchase this module to have demo version to make sure our requirements are covered in this module and testing for any bugs. We did not find any bugs and functional wise this covered more than our requirement. Wish you all the best.

Re: Support and Functional...
by
Mustufa
on 8/24/19, 12:44 AM Author

Thank you for your feedback


Perfect functionality and support team.
by
ASCEND GmbH
on 3/15/19, 3:39 AM

Thanks a lot. we are a very satisfied customer. Support is great and it works without issues


How is multi company handled?
by
lorenzo.colombo@hyris.net
on 1/30/20, 8:20 AM Confirmed Purchase

Can this module be used in a multi-company environment? Can be the tickets shared between two different companies, with support teams made of users from different companies?

Re: How is multi company handled?
by
Mustufa
on 1/30/20, 9:12 AM Author

Hi, it is supporting multi company and if user is having multi company user and having access for both companies then they can see ticket. At moment you can create ticket for one company and can access ticket if you are support manager or user and having access to company. For more details you can contact us by email. Regards, Mustufa Rangwala


New ticket notification
by
lorenzo.colombo@hyris.net
on 1/30/20, 5:42 AM Confirmed Purchase

When a new ticket is created (e.g. automatically, from an email sent by a customer) will the support team receive a notification by email?

Re: New ticket notification
by
Mustufa
on 1/30/20, 6:12 AM Author

Hi, For auto notification you can check our app https://apps.odoo.com/apps/modules/12.0/helpdesk_ticket_auto_response/ Regards, Mustufa Rangwala... For more details please send email to contact@probuse.com


Great Module
by
Mohamed
on 3/15/19, 4:06 AM

It is a good module, its cover up almost all our requirement, Well done from Probuse. Thank you very much

Re: Great Module
by
Mustufa
on 2/12/20, 5:25 AM Author

Thank you Mohammad for your feedback.


Reply: IT Operations
by
Mustufa
on 3/13/19, 4:07 AM Author

Hi, Yes you can deploy on your odoo.sh instance if you are using odoo community edition on odoo.sh. Thank you


by
IT Operations
on 2/27/19, 12:04 PM

Sorry, but isn't there 3 odoo versions: enterprise (local install), community and odoo online (odoo.sh)? we use odoo.sh (online) with a project in version 12 we will be able do "Deploy on Odoo.sh" (button) after acquiring the module: that's it?

Re:
by
Mustufa
on 2/12/20, 5:25 AM Author

Hi, yes it will work with odoo.sh community edition. Make sure you have private repository in github. Regards, Mustufa Rangwala


Reply: IT Operations
by
Mustufa
on 2/26/19, 3:19 AM Author

Hi, yes it will work with odoo.sh community edition. Make sure you have private repository in github.


This module will work on Odoo.sh 12?
by
IT Operations
on 2/25/19, 5:28 AM

Can you please confirm? Thanks Rui Martins

Re: This module will work on Odoo.sh 12?
by
Mustufa
on 2/12/20, 5:25 AM Author

Yes it will work with odoo.sh 12 community edition.