Website Helpdesk &
Ticket Management

A complete, production-ready helpdesk built for Odoo 16 Community. Let customers submit tickets directly from your website, manage them inside the backend, bill time spent, merge duplicates, and automatically collect customer ratings.

Helpdesk Dashboard — Ticket Analytics at a Glance

The Ticket Dashboard gives managers a real-time overview of the entire support operation. Five stage counters at the top — New (8), In Progress (314), Cancelled (91), Done (1,853), Closed (3,988) — show the health of the queue. Group By Analytics breaks down counts by Stage, Created By, and Assigned To with one-click Export to Excel.

Export Analytics Report to Excel

Every analytics table has a built-in Export Excel button. A single click downloads a structured .xls file — ready for management reporting, SLA tracking, or stakeholder sharing. Filter by This Week for weekly stand-up data.

Ticket List View — Full Queue Overview

The list view shows every ticket with its number, subject, customer, assigned agent, team, stage, priority stars, Kanban state, last updated timestamp, and activity counts — all in one scannable row.

Pivot Report — Tickets by Agent & Stage

The Report Help Desk pivot view gives a matrix of total ticket counts broken down by assigned agent (rows) and stage (columns). Total across all agents and stages: 6,629 tickets.

My Helpdesk — Agent-Level Kanban

The My Helpdesk view shows only tickets assigned to the logged-in agent. Custom stages — Under Discussion, In Progress (Development), Development Done, Not Possible, Inbox, Draft — demonstrate how the module adapts to real workflows.

Production Kanban Board — Real Client Tickets

A live production Kanban filled with real client tickets across custom stages. Each card shows ticket number, customer, tag, team, and priority — handling hundreds of tickets in a multi-team environment.

Ticket Form — OTP Close & Chatter

The CLOSE TICKET (OTP) button requires OTP verification before closure. The chatter records full activity: field changes, stage transitions, and agent replies sent to the customer.

File Attachments on Tickets

The Attachments tab lets customers and agents attach supporting files — screenshots, documents, logs — directly to the ticket. Files remain linked throughout the ticket lifecycle.

Customer Rating & Review Collection

When a ticket reaches Done, a secure token-based link is auto-generated and sent to the customer. Their response populates this tab in real time using a 6-level rating scale.

Full Back-Office Info — Team, Agent & Timestamps

The Other Information tab shows all operational metadata: Assigned User, Last Update Date, Replied Date, Helpdesk Team, Team Leader, Category, and Project — a complete audit trail.

Enable Helpdesk from Settings

Go to Settings » Helpdesk to activate every feature. Divided into general options, ticket settings, and stage configuration — full control without developer mode.

Manage Helpdesk Teams

Each team has a name and a dedicated Team Leader. The list view shows all teams at a glance.

Detailed Ticket Form View

Every ticket has a rich form. Top stage-bar lets agents advance the ticket with one click. Chatter records all activity.

Custom Ticket Stages

Six default stages ship with the module — Inbox, Draft, In Progress, Done, Closed, Cancelled — ordered by sequence number. Each can be marked as closing or folded.

Ticket Types

Define the nature of issues your helpdesk handles. Four types come pre-configured — Question, Issue, Repair, Maintenance — and you can add unlimited custom types.

Ticket Categories

Two defaults — Internal and Technical. Categories can be toggled on or off from Settings, hiding the field when not relevant.

Ticket Tags

Tags provide a flexible, free-form labelling system on top of types and categories. Each ticket can carry multiple tags — visible as chips on form view and Kanban cards.

Enable Task Creation on a Ticket

The Create Task checkbox activates the CREATE TASK button on the ticket header, letting agents spin up a project task in one click.

Create Project Task from Ticket

Clicking CREATE TASK opens a task popup pre-named with the ticket reference. Agents assign themselves, set deadlines, log timesheets, and track progress.

Mark Ticket as Billable

The Billable checkbox enables invoice generation for the ticket. Works alongside Service Product and the hourly cost to calculate the invoice amount automatically.

Generate Invoice — Billed Successfully!

Once tasks log hours, clicking CREATE INVOICE triggers invoice generation. Smart buttons — Tasks and Invoices — appear giving one-click access to both linked records.

Auto-Generated Customer Invoice

The invoice is created in POSTED state. Invoice line shows Product, Quantity (from effective hours), Price, Tax, and Subtotal. Total due calculated automatically.

Select & Merge Duplicate Tickets

In the list view, select two or more tickets then click Action - Merge Tickets to open the merge wizard. Both subjects appear in the Support Tickets tab ready to consolidate.

Create a New Consolidated Ticket

With Create New Ticket checked, agents enter a new Subject and Merge Reason. The Support Tickets tab lists both source tickets whose descriptions will be combined.

Action Buttons, Stage Bar & Smart Buttons

The ticket header has three action buttons — REPLY, CREATE TASK, CREATE INVOICE — alongside the full stage progression bar. Smart buttons appear top-right.

Resulting Merged Ticket — Combined Descriptions

After a merge, the new ticket is created in Draft. The Issue Description tab shows the combined content from both source tickets separated by dividers.

Professional PDF Ticket Report

Click Print from any ticket to generate a clean PDF report with company logo, customer name, description, priority, linked products, tasks, and total hours.

Module Information

Dependencies

Odoo Models