| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Website (website)
• Discuss (mail) |
| Lines of code | 2281 |
| Technical Name |
eg_all_in_one_helpdesk |
| License | OPL-1 |
| Website | https://www.inkerp.com |
| Versions | 11.0 12.0 13.0 14.0 15.0 16.0 |
All-in-One Helpdesk
The All-in-One Helpdesk app provides a robust solution for managing help desk operations efficiently. It supports ticket creation, management, and resolution while enabling collaboration among help desk teams. Customers can track and manage their tickets through a user-friendly portal, improving communication and support quality.
Highlight All-in-One Helpdesk
Define user-specific access rights for help desk functionality
Create and manage tickets with advanced search capabilities
Organize tickets by type, category, priority, and stage
Offer customers a portal for ticket tracking and resolution
Enable team collaboration with roles like Team Heads and Assigned Users
Features
Screenshots
Support
Service
Features
Access Rights:
Grant or restrict help desk access to users to maintain security and role-based functionality.
Helpdesk Tickets:
Managers can create, manage, and resolve tickets, with advanced search options for quick navigation.
Helpdesk Teams:
Form and manage teams for efficient ticket assignments and communication.
Ticket Types and Categories:
Define ticket types and categories to classify and prioritize customer issues effectively.
Customer Portal:
Provide customers with a dedicated portal to track, communicate, and close tickets seamlessly.
Ticket Lifecycle Stages:
Configure ticket stages and automate notifications for customers and team members.
Screenshot
1) Access Rights:
Manage user access rights to control who can perform specific help desk functions.
Navigation : Settings → Users & Companies → Users
2) Helpdesk Tickets:
Interface for creating, managing, and removing help desk tickets.
Navigation : Helpdesk → Tickets → Helpdesk Tickets
3) Search Fields in Helpdesk Ticket Management:
This screenshot highlights the search fields in the Helpdesk module, enabling users to locate tickets by ID, customer, team, status, or priority for efficient management.
4) Helpdesk Teams:
Create and manage teams in the Helpdesk module to organize tasks and improve efficiency.
Navigation : Helpdesk → Configuration → Teams
5) Assign Contact in the Helpdesk:
6) Ticket Type:
Create and manage different types of Helpdesk tickets to categorize and handle issues effectively.
Navigation : Helpdesk → Configuration → Ticket Type
7) Subject Type:
Manage Helpdesk ticket subjects to categorize and streamline issue handling.
Navigation : Helpdesk → Configuration → Subject Type
8) Ticket Tags:
Manage tags for Helpdesk tickets to organize and filter issues efficiently.
Navigation : Helpdesk → Configuration → Tags
9) Ticket Stages:
Manage the stages of Helpdesk tickets to track progress and streamline workflows.
Navigation : Helpdesk → Configuration → Stages
10) Mail Templates in Ticket Stages:
Configure mail templates for Helpdesk stages to automate notifications to customers and the ticket team. Enable or disable email notifications as needed.
11) Ticket Categories:
Manage categories for Helpdesk tickets to organize and classify issues effectively.
Navigation : Helpdesk → Configuration → Categories
12) Ticket Sub-Categories:
Manage sub-categories for Helpdesk tickets to classify further and organize issues effectively.
Navigation : Helpdesk → Configuration → Sub Categories
13) Ticket Priority:
Manage the priority levels of Helpdesk tickets to ensure timely resolution based on urgency.
Navigation : Helpdesk → Configuration → Priorities
14) Ticket in Portal:
Allow customers to manage their Helpdesk tickets directly from the Odoo portal for easy access and tracking.
Navigation : website URL/web
15) List View of Customer Ticket in Portal:
16) Create Ticket in Portal:
Allow customers to create new Helpdesk tickets directly from the Odoo portal for easy issue reporting.
17) Track Ticket Status and Communication in Portal:
Customers can track the status of their tickets and communicate directly with the assigned user through the Odoo portal for seamless collaboration.
18) Close Ticket from Portal:
Once the issue is resolved, customers can close the ticket with a message directly from the Odoo portal.
19) Manage Team Head of Ticket:
Helpdesk managers can assign a team to a ticket for efficient management and resolution.
Navigation : Helpdesk → Tickets
20) Team Head Approval and Communication:
The Team Head can approve or cancel a ticket, acting as the main point of contact for communication with the customer. Additionally, they can trigger email notifications to both the assigned user and customer when the ticket stage changes.
21) Manage Assigned User of Ticket:
Helpdesk users can view their own assigned team and manage their tickets for efficient handling and resolution.
Navigation : Helpdesk → Tickets
22) Chat with Customer in Ticket:
Helpdesk users can communicate directly with customers through the ticket, enabling real-time support and updates.
Navigation : Helpdesk → Tickets
23) Done Ticket:
Assigned users can mark a ticket as done once the issue is resolved, signaling completion.
24) Send Mail on Ticket Completion:
Automatically send email notifications to both the customer and assigned user when a ticket is marked as done.
25) Close Ticket:
Assigned users can close a ticket once the issue is fully resolved and no further action is needed.
26) Add Close Message for Ticket:
Assigned users can add a message when closing a ticket, providing details or feedback on the resolution.
User Guide
Suggested Products
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