Website Help Desk / Support Ticket

by ,
Odoo 29
v 8.0 v 9.0 v 10.0 v 11.0 v 12.0 Third Party 15441
Download for v 12.0 Deploy on Odoo.sh
Required Apps Website (website)
Lines of code 2974
Technical Name website_support
LicenseLGPL-3
Also available in version v 10.0 v 9.0 v 8.0 v 11.0
You bought this module and need support? Click here!
Required Apps Website (website)
Lines of code 2974
Technical Name website_support
LicenseLGPL-3
Also available in version v 10.0 v 9.0 v 8.0 v 11.0

Description

A helpdesk / support ticket system for your website

*IMPORTANT* module requires company incoming and outgoing emails server be configured to function correctly

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 users that should respond to that type of ticket
  3. Setup an outgoing email server for the company so email replies can be made
  4. Setup an incoming email server so customer replies can be received

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

This requires incoming and outgoing server for the company email has been setup
Per Operator Instructions

  1. Assign the operator to the 'Support Staff' group
  2. Go to 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
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

Please log in to comment on this module

  • The author can leave a single reply to each comment.
  • 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).
  • If you want to start a discussion with the author, please use the developer contact information. They can usually be found in the description.
Please choose a rating from 1 to 5 for this module.
Support Odoo 13
by
Hà Chí Thành
on 8/6/20, 3:14 AM

Dear Sythil Tech , Adaptive City Do you have this module for odoo 13. Thanks and Regards


by
edu-The plus
on 6/1/20, 1:51 AM

There is an error when submitting a ticket (500: Internal server error). Also, the Catagory dropdown list is not showing!


Priorities Colors
by
David
on 4/22/20, 8:46 AM

Thanks for your work How come the colors of the priorities don't work? Thank you


Deleting records
by
Felix
on 1/15/20, 3:44 PM

Congratulation about module!! Like Simon Chaung asked on on 1/6/19, 4:08 PM... is it a way to delete tickets? Thanks Félix


Contact info not working
by
Ted Lemmy
on 1/3/20, 2:08 AM

Is there a new email? I tried to email but it bounced back and the domain is no longer registered.


Great, thnx!
by
Gen Vagula
on 12/30/19, 8:02 PM

This is a very nice module. Started to use this. Is there a possibility to add fields to web ticket form? Thnx


support group page 500 internal error
by
john
on 7/22/19, 11:44 PM

Expected singleton: res.groups(34, 10, 1, 9)


Respuesta (Posible solución al Error en la creación de Tiket)
by
Freddy Taborda
on 6/13/19, 10:21 AM

Estimado Christian Arango. Con respecto a tu error, se soluciona al colocar un correo de salida para los tickets de soporte. Ajustes --> Change User Email Template --> configuración Avanzada -- > Servidor de correo saliente = correo saliente de soporte.


Error en la creación de Tiket
by
Christian Arango
on 6/6/19, 10:42 AM

Buen día el modulo esta genial, muy útil y el flujo perfecto, pero en el momento que se esta creando un Tiket me esta dando este error no se si es posible que me indiquen por que se presenta la falla, agradezco su ayuda Fallo al renderizar la plantilla usando los valores {'format_date': . at 0x00FB2420>, 'format_tz': . at 0x05A25858>, 'format_amount': . at 0x07E022B8>, 'user': res.users(2,), 'ctx': {'lang': 'es_CO', 'tz': False, 'uid': 2, 'search_default_unattended_tickets': 1, 'auto_refresh': 1, 'default_create_user_id': 2, 'safe': False}, 'object': website.support.ticket(19,)}


Perfect Helpdesk module
by
Simon Chaung
on 1/6/19, 10:08 AM

This module is perfect to me. But, is there any sample for the SLA part? And, can you teach me how to delete records?


Excellent Module - need small modifications
by
Emad Jaddou
on 8/13/20, 2:00 AM

Well built module, but we have some requirements that is not available currently. How can we customize it further.


incoming mail
by
Engitech SAS
on 1/13/20, 5:34 PM

I have correctly configured my incoming mail server but there are times that it does not search for mail and create the ticket, if it does not simply leave it in read but does not create the ticket, is this an error?


There a new way to contact you? The email I had is not working anymore
by
Ted Lemmy
on 12/31/19, 1:19 AM

Great module! Hope all is well!