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OE Service: Support Management

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Odoo

$ 183.95

v 16.0 Third Party
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Odoo.sh
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Odoo Apps Dependencies Discuss (mail)
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Lines of code 3342
Technical Name oe_support
LicenseOPL-1
Websitehttps://odooengineering.com
Versions 12.0 13.0 14.0 15.0 16.0 17.0 18.0 19.0
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Availability
Odoo Online
Odoo.sh
On Premise
Odoo Apps Dependencies Discuss (mail)
Community Apps Dependencies
Lines of code 3342
Technical Name oe_support
LicenseOPL-1
Websitehttps://odooengineering.com
Versions 12.0 13.0 14.0 15.0 16.0 17.0 18.0 19.0
Keywords: oe_support, support tickets, Odoo helpdesk, Treys.ai, AI triage, support management, SLA tracking, customer portal, webhook sync, Odoo Engineering
Odoo Engineering

OE Service: Support Management

Centralize every customer request, automate triage with Treys.ai, and sync updates back to your helpdesk and client portals in real time.

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Key Features & Capabilities

Everything you need for professional operations

Unified Ticket Workspace

Track priorities, AI status, attachments, and chatter from a single dashboard with smart buttons for record URLs and helpdesk sync.

Treys.ai Reply Drafts

Generate customer-ready acknowledgments, queue backlog analysis jobs, and log provider usage for audit trails.

Helpdesk Mirroring

Auto-create helpdesk tickets with shared attachments, preserving SLA flows between internal support and client-facing teams.

Webhook Status Sync

Notify external customer portals the moment status or chatter summaries change, secured with shared secrets and timeout controls.

Priority Matrix & SLA Alerts

Use Eisenhower categories and priority widgets to keep urgent requests on track with multi-company visibility controls.

Conversation Timeline

Kanban ticket lines showcase the latest replies, internal notes, and attachments while keeping the full mail thread in sync.

Instance Discovery

Automatically match inbound tickets to the correct customer record using ``oe_odoo_manager`` hostname lookups.

Smart Attachments

Process API-uploaded files, convert them to secure attachments, and push copies to linked helpdesk tickets when needed.

Clipboard-Friendly URLs

New copy-to-clipboard widgets provide one-click access to client, record, and testing links for rapid troubleshooting.

What's Included

Core Features

  • Support ticket model with AI status tracking and chatter summary
  • Support team configuration with email alias automation
  • Treys.ai integration for reply drafting and backlog analysis

Additional Components

  • Webhook engine for remote state synchronization
  • Copy-to-clipboard URL widgets for key reference fields
  • AI job extension ``ai_analyze_support_backlog`` for executive insights

Global Language Support (20+)

Available in 20+ languages: es_ES, fr_FR, it_IT, pt_BR, nl_NL, da_DK, de_DE, pl_PL, ar_001, zh_CN, ru_RU, ja_JP, tr_TR, id_ID, th_TH, vi_VN, ko_KR, pt_PT, sv_SE, cs_CZ.

How to Use This Module

Step-by-Step Instructions to Get Started

Installation & Setup

  1. Install the module: Go to Apps -> Search for "oe_support" -> Click Install.
  2. Configure permissions: Navigate to Settings -> Users & Companies -> Assign OE Support roles.
  3. Initial configuration: Open Support Manager -> Configuration -> Support Teams to set aliases, helpdesk mirroring, and Treys AI preferences.

Basic Usage

  1. Creating tickets: Use the "Create" button or feed data via the API/email alias to capture new requests.
  2. Managing data: Update states, assign support teams, and log notes in the Conversation tab.
  3. Using key features: Trigger Treys.ai analysis, open linked helpdesk tickets, and send responses with the Reply wizard.
  4. Generating reports: Switch to pivot or graph view for backlog, SLA, and priority reporting.

Tips & Best Practices

  • Enable webhook secrets to secure communication with external portals.
  • Use multi-company rules to segregate customer data by subsidiary.
  • Schedule the AI cron to analyze new tickets automatically each hour.
  • Integrate with ``oe_helpdesk_extension_pack`` for extended SLA dashboards.

Important Notes

Configure your Treys.ai credentials in ``oe_ai_job_base`` before running AI analysis. When mirroring helpdesk tickets, ensure the helpdesk module is installed and accessible to the system user executing the cron.

Frequently Asked Questions

Q: Which Odoo editions are supported?

A: ``oe_support`` is compatible with Odoo 12 Community and Enterprise. Helpdesk mirroring is optional and only activates when the Helpdesk module is installed.

Q: Do I need API credentials to use Treys.ai features?

A: Yes. Configure your preferred Treys.ai provider keys in ``oe_ai_job_base``. Once set, the module queues analysis jobs automatically and records token usage on each ticket.

Q: Can I extend the webhook payload or create custom automations?

A: Absolutely. The webhook utilises a standard Python method ``update_client_ticket_state`` that you can override to add new fields or integrate with third-party service desks.

Launch Demo Instance

Explore OE Service: Support Management in a live environment

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Proudly American-Owned & Operated

Built for American Businesses First

At Odoo Engineering, we understand the unique needs of American businesses. Our modules are designed with clear, English-first terminology and workflows that align with US business practices, while maintaining universal accessibility for companies worldwide.

Why Choose Odoo Engineering

Professional Excellence Enterprise-grade modules built to the highest standards 90-Day Warranty Full support and bug fixes guaranteed Clear Documentation English-first terminology that everyone understands
US Business Hours Support when American businesses need it most Clean Code Well-documented, easily extensible modules Expert Team Dedicated professionals focused on your success

Quality Odoo modules that are easily extended at reasonable prices – that's the Odoo Engineering promise.

Complete AI Business Intelligence Suite

Powered by our open-sourced oe_ai_job_base framework - Build or Buy AI Extensions

This module is part of our AI Business Intelligence ecosystem. Purchase individual modules or contact us for custom AI solutions built on this proven framework.

Data Cleaner

Auto-fixes addresses, names, phones with smart AI rules

Message Analysis

Sentiment, urgency, and topic extraction for partners

Advanced Search

Natural language queries across your database

QuickBooks Bridge

AI-guided sync with QuickBooks Online

Want something custom? We build AI integrations tailored to your business.

Support & Services

Get Help

Need assistance? Our support team is here to help with installation, configuration, and troubleshooting.

Contact Support

Custom Development

Looking for custom features or integrations? We offer professional Odoo development services.

Request Quote

Ready to Get Started?

Install OE Service: Support Management today and experience the difference quality makes.

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Odoo Proprietary License v1.0

This software and associated files (the "Software") may only be used (executed,
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from the authors, typically via Odoo Apps, or if you have received a written
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