Helpdesk Ticket Management | Helpdesk Management
by DevIntelle Consulting Service Pvt.Ltd https://www.devintellecs.com$ 45.29
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Website (website) • Employees (hr) • Project (project) |
| Lines of code | 3428 |
| Technical Name |
dev_helpdesk |
| License | See License tab |
| Website | https://www.devintellecs.com |
| Versions | 14.0 15.0 16.0 17.0 18.0 |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Website (website) • Employees (hr) • Project (project) |
| Lines of code | 3428 |
| Technical Name |
dev_helpdesk |
| License | See License tab |
| Website | https://www.devintellecs.com |
| Versions | 14.0 15.0 16.0 17.0 18.0 |
Helpdesk Management Odoo
Helpdesk Ticket Management Odoo app provides businesses with an organized and
efficient way to handle customer support tickets. It comes with an advanced dashboard for ticket
analysis and offers role-based access for users, leaders, and administrators. Helpdesk teams can
be defined and managed, with customizable ticket stages, email notifications, and rating
templates to gather customer feedback automatically as tickets move through various stages.
The app supports SLA (Service Level Agreement) policies, allowing businesses to define time
limits for resolving different types of issues. For instance, a technical issue could be
assigned an SLA of one day, ensuring timely resolutions. Timesheets can also be filled for each
ticket, enabling tracking of the time spent on resolving issues.
With incoming email server configuration, tickets can be automatically generated when customers
send emails to a designated helpdesk email address. The system includes features like sending
automated emails when ticket stages change, collecting customer feedback upon ticket closure,
and analyzing ticket progress and resolution times through on-screen reports.
Additionally, the app offers flexibility in configuring ticket types, categories, sources, and
stages, and supports automatic SLA linking and feedback collection. Customers can view and
download tickets through the website portal, making it a comprehensive tool for managing
helpdesk
operations and improving customer service.
Features
- App offers an advanced dashboard that provides real-time ticket updates and detailed analytics.
- It supports role-based access, allowing different permissions for users, leaders, and administrators to manage tickets based on their roles.
- Define various helpdesk teams.
- Create various helpdesk stages.
- In helpdesk stage you can provide Email Template so whenever ticket goes into the specific stage at that time notification email will send automatically based on that email template.
-
In helpdesk stage you can provide Rating Template so whenever ticket goes
into the specific stage at that time notification email will send
automatically to take feedback from the customer. - Timesheet tracking helps track time spent on each ticket, providing accurate progress reports and insights into resolution times.
- SLA policies are applied to ensure timely ticket resolution, with predefined response times linked to specific ticket types for accountability.
- The app can automatically generate helpdesk tickets via email integration, allowing users to create tickets directly from incoming emails without manual intervention.
- Customers can track and manage their tickets through the portal.
- Detailed ticket analysis reports and automated notifications provide insights into ticket stages and overall helpdesk performance.
Advance Dashboard
Role Of the Users
These things loaded by default when ticket is created from the website portal
Configuration of Helpdesk
Configure Teams
Configure Ticket Type
Configure Subject
Configure Tags
Configure Stages
Configure SLA Policy
Configure Categories
Configure Source
Helpdesk Dashboard
Created Helpdesk Ticket and SLA Policy will link automatically
Send helpdesk ticket by email
Stage change notification email sent
Fill timesheet into the ticket to track progress
Close the ticket when issue is resolved
Feedback mail is sent to the customer when ticket is closed
Customer will give feedback from the email
Feedback successfully received into the ticket
All the tickets display according to stages
Ticket analysis on screen report
Incoming mail configuration to generate ticket automatically when you receive issues in email
Tickets on website portal
Version 1.1 | Released on : 17th March 2025
Version 1.0 | Released on : 13th February 2024
-
Is this app compatible with Odoo Enterprise?
- Yes, our app works with Odoo Enterprise as well as Community.
-
If need of customization in this app, How can i contact ?
- Please contact us on odoo@devintellecs.com
-
Do i get free support?
- Yes, you will get free support for 90days.
-
Do i get free updates?
- Yes, you will get free updates for lifetime.
-
Do i have to buy this module for each version ?
- Yes, you have to buy this module for each version.
Support
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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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