Bureaucrat Helpdesk Lite

Incident Management

Bureaucrat Helpdesk module allows you to organize a company service desk. You can configure categories, types, stages, set up routes of requests and provide request handling.

This bundle consists of the following modules:

• Generic Request - allows to configure and handle requests. You can read the Generic Request module guide for more information about requests configuration.
• Website Service Desk - provides website interface for submiting requests by the users. Read the Website Service Desk module guide for more information.

This bundle has a most basic set of modules. For more advanced request configuration you need to install additional modules or another bundle.

We also have very useful modules to improve mail functions.

• CRND mail composer template tree - this addon displays a tree-like list of available templates for the message composer.
• Mail Canned Response - this addon provides possibility create shortcodes for mail message responses.
• Mail Chatter Cancel Button - this addon add new cancel button to cancel send message in chatter.
• Mail Chatter Send Composer - this addon allows you set a default view for sending a message to chatter.
• Mail Composer Chat History - this addon lets you view chat history directly in the composer view.

Main Features:

• Custom requests types
• Custom request categories/subcategories
• Configurable stages and dynamic routes for every type of request
• Use different colors for each request type, category
• Workflow diagram
• Kinds of request
• Custom sequences for generating request names
• Customers can submit requests from your website
• Customers can attach documents. Images or screenshots can be attached by simply Ctrl+C => Ctrl+V
• Customers can check status/log of submitted requests from the website
• Internal chatter for User/Support communication
• Planning activities
• Requests's management using assignment to person/persons/team
• Reassign requests, add followers to requests
• Set priorities for requests / tickets. Even complex priorities supported (Impact + Urgency)
• Automatically detect request channel when possible (E-Mail, API, Web, Website, etc)
• Set tags on requests
• Reopen requests with a new type
• Track time spent on requests
• Logging requests
• ...

The main idea:

• Administrator configures request settings (categories, types, etc.).
• Users provides the necessary information about the incident step by step by selecting the categoty, type of request, and filling the required fields using the website interface.
• Submitted requests step by step follow the route defined in request type until resolved.
• On each request stage, various activities may be planned and responsible persons can be assigned.
• Request operators are always keep in touch with the users while handling the requests.
• All incidents are documented and tracked. Reports generated while managing the incidents allow defining the problem areas and create the ways for their preventing.

Users can track requests on website

Requests processing

Schedule activities

Manage activities from the Activity View (only works in Odoo version 12)

Request's dynamic workflow

Reopen closed requests with a new type of request

In the request type/routes configuration, you can select allowed request types. Users will be able to reopen a closed request with these types.

When closing a request, a new 'Reopen as' option with the provided configuration will be available. This will create a new request.

Real examples of Service Desk / Helpdesk systems successfully implemented using Bureaucrat modules:

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Maintainer

This module is maintained by the Center of Research & Development company.

We can provide you further Odoo Support, Odoo implementation, Odoo customization, Odoo 3rd Party development and integration software, consulting services. Our main goal is to provide the best quality product for you.