Website Helpdesk Support Ticket and Issue Management

by
Odoo 11

101.62

v 15.0 Third Party 308
Live Preview
Required Apps CRM (crm)
Invoicing (account)
Project (project)
Sales (sale_management)
Website (website)
Employees (hr)
Lines of code 3549
Technical Name website_helpdesk_support_ticket
LicenseSee License tab
Websitehttp://www.probuse.com
Also available in version v 10.0 v 9.0 v 12.0 v 14.0 v 13.0 v 11.0
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Required Apps CRM (crm)
Invoicing (account)
Project (project)
Sales (sale_management)
Website (website)
Employees (hr)
Lines of code 3549
Technical Name website_helpdesk_support_ticket
LicenseSee License tab
Websitehttp://www.probuse.com
Also available in version v 10.0 v 9.0 v 12.0 v 14.0 v 13.0 v 11.0

Website Helpdesk Support Ticket and Issue Management

Customer Helpdesk Support Ticket Management System

Website Helpdesk Support Ticket Management System Odoo App

This app allows you to manage your customer support tickets, ticket customer portal, customer billings for support, Ticket Timesheets Filling.
It also provides a website form/page where customers can submit a ticket after filling the form on your website.


Main Features:
  • Your customer can send support tickets / support requests from your website and customers can also attach documents / files while creating tickets from the website.
  • Generation of a unique support ticket on submission and record it as a helpdesk ticket on the backend side of Odoo on ticket form view.
  • Allow your customers to create a ticket by email (Sending email to your support email) and so if your customer sends an email to your email system, it will create a ticket automatically. For that you will have to set up *Catchall Email* as an incoming mail server or incoming mail server to create a new record option.
  • Customers can check the status of all submitted support tickets by him / her on the My Account page of your website. And if customers have more contacts in the company they can also view tickets submitted by other members of the company too.
  • Allow your support team to print Helpdesk Support Tickets in PDF format in the backend.
  • Support User, Technician and Support manager can communicate with customers using open chatter on ticket form and fill timesheets on the ticket form in the backend.
  • The Support Manager can close tickets and send bills to customers. Allow also to create bills/invoices from a list of timesheets which are billable.
  • Customers can provide feedback and rating of tickets so when the ticket will be closed, the system will send email to customers for feedback and ratings automatically by email.
  • Manage your support tickets using assignments to support teams so the system allows you to select a support team on a ticket form.
  • Allow you to view prepaid hours of customers for helpdesk tickets form.
  • Create customer invoices from timesheets as shown in below screenshots.
  • System allows you to create project tasks for helpdesk tickets directly from ticket form view.
  • Allows support managers to create invoices from timesheets using the *Make to Invoice* button on timesheets list.
  • System allows your user/employee (people working on tickets) to set Time In and Time Out on timesheets.
  • Allow your team to create and manage helpdesk ticket stages under configuration.
  • Allow your team to create and manage ticket types under configuration.
  • Allow your team to create and manage types of subjects under configuration.
  • System also shows activity views for helpdesk support tickets.
  • System will add a page on the website to create tickets, show tickets and search tickets which can be used by your customers.
  • For more details about the app please see below screenshots and watch the video in live preview.
  • This module is compatible with the Odoo community edition.

Menus Items Available:

  • Helpdesk
    • Helpdesk
      • Helpdesk Tickets
    • Analytic Account
      • Analytic Accounts
    • Invoicing
      • Timesheets to Invoice
    • Configuration
      • Helpdesk Teams
      • Stages
      • Ticket Types
      • Type Of Subject
Testing Sample Users for below screenshots:
  • Customer ===> Colleen Diaz
  • Support Manager ==> Peter Pinaker
  • Support User ==> Martin Luther

Edition Compatibility:


Only Community

Form to Create Support Ticket by Customer Login with Azure Interior, Colleen Diaz [Website]

Filled Form to Create Support Ticket by Customer Login with Azure Interior, Colleen Diaz [Website]

Acknowledgement Thanks Message to Customer [Website]

Created Helpdesk Ticket Form View [Backend]

Support User / Manager ==> Martin Luther can Communicate Customer using Chatter [Backend]

Message sent to Customer from Chatter in the Backend [Backend]

Helpdesk Ticket in Work In Progress Stage [Backend]

Helpdesk Ticket in Needs More Info Stage [Backend]

Helpdesk Ticket in Needs Reply Stage [Backend]

Support manager can Create Task from Helpdesk Form [Backend]

Task Smart Button on Helpdesk Ticket Form [Backend]

Open Task Form View from Smart Button of Tasks on Ticket [Backend]

Support User can fill up Timesheets after Support Manager Assign Ticket to Support User [Backend]

Support Manager can Fill up Invoice Line on Helpdesk Form [Backend]

Support Manager can Create Invoice from Helpdesk Form [Backend]

Invoice Reference fillup Automatically after Create Invoice [Backend]

Open Invoice Form View from Smart Button of Invoice [Backend]

Analytic Account Smart Button on Helpdesk Form [Backend]

Open Analytic Account Form View from Smart Button of Analytic Account [Backend]

Set to Close button on Helpdesk Form View [Backend]

Support Manager Closed Ticket [Backend]

Sent Email after Closed Ticket and Email Form View [Backend]

Open Feedback Form from Email Form View [Portal]

Acknowledgement Message of Feedback [Portal]

Customer Rating Tab filled up from Rating Form [Backend]

Tickets Menu on Portal/My Account - Login with Customer (Azure Interior, Colleen Diaz) [Portal]

List View of Heldesk Tickets [Portal]

Ticket Form View with Chatter [Portal]

Message Sent to Backend on Ticket Form [Backend]

Manage Attachments on Ticket Form [Backend]

Open List View of Attachments from Manage Attachments Menu [Backend]

Support Ticket Kanban View [Backend]

Support Ticket List View [Backend]

Support Ticket - Calendar View [Backend]

Helpdesk Report (Pivot view) [Backend]

Added Helpdesk of Analytic Account Report [Backend]

Bar Chart of Helpdesk Ticket in Report [Backend]

Line Chart of Helpdesk Ticket in Report [Backend]

Pie Chart of Helpdesk Ticket in Report [Backend]

Bar Chart of Analytic Account in Report [Backend]

Line Chart of Analytic Account in Report [Backend]

Pie Chart of Analytic Account in Report [Backend]

Bar Chart of State in Report [Backend]

Line Chart of State in Report [Backend]

Pie Chart of State in Report [Backend]

Print PDF Support Ticket Report [Backend]

PDF Report of Support Ticket

Prepaid Hours - Analytic Account Menu inside Helpdesk [Backend]

Prepaid Hours Configuration on Customer Analytic Account [Backend]

Show Status of Prepaid Hours on Ticket [Backend]

Section to Show Customer Invoice Creation from Timesheet Lines / Timesheets Activities [Backend]

Configure Rate on Customer Form

View Tickets on Customer Form [Backend]

Fetch Rate from Customer Form on Project - Editable [Backend]

Fetch Rate from Project Form on Task - Editable [Backend]

Timesheet Lines to Create Customer Invoices [Backend]

The timesheet lines system will display only billable timesheet lines which have not been invoiced yet.

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

Click on Make Invoice wizard action to create customer invoice

Click Create Invoice Button on Wizard [Backend]

Created Customer Invoices after Running Wizard [Backend]

Customer Invoice Form View Sample [Backend]




Billable, Time In and Time Out on Timesheet [Backend]


Helpdesk Stages [Backend]

Helpdesk Ticket Types [Backend]

Helpdesk Type Of Subject [Backend]

Search And Show Tickets [Portal]

Open form view of Tickets from check status button [Portal]

Ticket Activity View [Backend]

Support Ticket with Clock Activities button [Backend]

Support Ticket with Clock Activities [Backend]

Helpdesk Support Ticket New Groups (Support Manager ==> Peter Pinaker) [Backend]

Helpdesk Support Ticket New Groups (Support User ==> Martin Luther) [Backend]

Support Team List View Configuration [Backend]

You can create a different support team and assign tickets to the support team responsible to do work on that ticket.

Support Team Form View [Backend]

If you set any team as the default team then the ticket created from the website will be set as the default team but later you can change a team on ticket form.

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
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from the authors, typically via Odoo Apps, or if you have received a written
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