Helpdesk Management Activity
by Cetmix OÜ https://github.com/OCA/helpdesk , Odoo Community Association (OCA) https://github.com/OCA/helpdesk| Availability |
Odoo Online
Odoo.sh
On Premise
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| Odoo Apps Dependencies |
Discuss (mail)
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| Community Apps Dependencies | Show |
| Lines of code | 3414 |
| Technical Name |
helpdesk_mgmt_activity |
| License | AGPL-3 |
| Website | https://github.com/OCA/helpdesk |
Helpdesk Management Activity
The module adds the following features:
- Link a ticket to an Odoo model record
- Set the list of available models for a Helpdesk team
- Pre-configure ticket description template based on it’s category
- Create an activity for the linked record right from the Ticket
- Change the Ticket’s stage based on the activity state
Table of contents
Use Cases / Context
To streamline your helpdesk operations you can set activities to the pre-configured odoo modules records right from the Helpdesk.
The ticket will be moved to the pre-defined stage when the activity is marked as done.
For instance:
A customer reaches the support team regarding a delayed shipment. - Assign Activity: The helpdesk support team user opens a ticket for the relevant Inventory picking record with specific instructions to check the shipment status and actions that must be taken. - Warehouse Action: The assigned warehouse user sees the new activity in their Odoo dashboard, follows the prescribed steps to investigate, and updates the activity status accordingly. - Automated Updates: Once the warehouse user marks the activity as done, the ticket automatically moves to the “Awaiting” stage to be checked by the support team user.
To Configure Available Odoo Models
- Go to Helpdesk–>Configuration–>Settings
- In the Available Models field add models available for a Helpdesk
To Configure Ticket’s Stage on Activity State**
- Go to Helpdesk–>Configuration–>Teams
- Create a new team or select an existing record
- Enable the “Set Activities” checkbox to enable the feature
- Select the “Done Activity Stage” to move the ticket when the activity is done
Go to Helpdesk module
- Select a Team
- Open a Ticket
- Create a new Ticket
- In the “Assign Activity” group
- Select a related model and record in the Source field
- Select Activity type and due date
- Enter the Description
- Click the “Perform Action” button
- Ticket will be moved to the next preset state and activity will be created in the related model
- If an activity is Done, the Ticket moves to the pre-defined stage
Bug Tracker
Bugs are tracked on GitHub Issues. In case of trouble, please check there if your issue has already been reported. If you spotted it first, help us to smash it by providing a detailed and welcomed feedback.
Do not contact contributors directly about support or help with technical issues.
Credits
Authors
- Cetmix OÜ
Contributors
- Cetmix OÜ:
- Ivan Sokolov
- Mikhail Lapin
- Dessan Hemrayev
- Maksim Shurupov
Maintainers
This module is maintained by the OCA.
OCA, or the Odoo Community Association, is a nonprofit organization whose mission is to support the collaborative development of Odoo features and promote its widespread use.
This module is part of the OCA/helpdesk project on GitHub.
You are welcome to contribute. To learn how please visit https://odoo-community.org/page/Contribute.
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