v 16.0 Third Party 6
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Required Apps Website (website)
Employees (hr)
Project (project)
Sales (sale_management)
Invoicing (account)
Included Dependencies
Lines of code 4543
Technical Name website_helpdesk_system
LicenseSee License tab
Also available in version v 14.0 v 12.0 v 13.0 v 15.0
You bought this module and need support? Click here!
Required Apps Website (website)
Employees (hr)
Project (project)
Sales (sale_management)
Invoicing (account)
Included Dependencies
Lines of code 4543
Technical Name website_helpdesk_system
LicenseSee License tab
Also available in version v 14.0 v 12.0 v 13.0 v 15.0

Odoo Website Helpdesk & Support System

Raise a ticket for queries or issues from the Odoo website account!

Odoo Website Helpdesk & Support System embeds a fully trackable and efficient query ticket system in the Odoo website. The customers can ask for post-sale issues and new interested customers can raise a ticket to acquire your products/services.


User Guide

Build An Effective Client Helpdesk & Ticketing System in Odoo

The module lets you build an effective client helpdesk & ticketing system in Odoo to increase revenue and client trust. The ticketing system is useful as it provides a way for the customers to reach out to you for doubts or new requirements.

Benefits of an efficient Client Helpdesk System

  • Tickets help to document every conversation.
  • Keep every conversation thread in one place.
  • Help customers who have purchased the products or services.
  • Entertain customers who are interested in the products and services.
  • Assist for Post Sales Queries of Client requirement Tickets

    Post Sales services matter to provide customer convenience and retain old customers. The module allows you to provide Post Sales Query; moreover, you can also generate billables hours with client requirement tickets.

    How Helpdesk & Support System Helps at Different Levels?

    1. It helps you to provide an interface for customers to raise their queries and issues.
    2. Helps to manage customers' queries with different teams such as tech team, BDEs, etc.
    3. Monitor the progress of any ticket to provide timely customer service.
    4. Ensure proper management and documentation of customers' grievances.

    Add tickets to Offer services to the customers and generate revenue

    What's more!

    Now you can accept new service requests from interested customers like customization, new projects, etc through the tickets from the website and generate billable hours.

    You can add tickets to resolve customer queries and post-sales issues. Post Sales services matter to provide customer convenience and retain old customers.

  • Generate leads and convert them into customers with a ticket system.
  • Entertain queries from potential customers who want to opt for your products and services.
  • Resolve their queries and provide in-depth knowledge via tickets.
  • Provide your services and manage billable hours in Odoo itself. You can charge them on hourly basis for your services rendered.
  • Keep the records of every service ticket raised in your business.
  • A Quick Dashboard to Monitor Tickets

    The dashboard is very helpful for your helpdesk and support system because it lets you monitor many metrics at once, so you can quickly check the ticket stats or see correlations between different reports.

    Quick peek of Odoo Website Helpdesk & Support System Dashboard

  • It lets you check all tickets, pending tickets, closed tickets, and success rate.
  • You can overview tickets from one place based on time.
  • You can overview tickets from a single place based on the priority set.
  • Manage category for tickets and also check unassigned ticket counts.
  • Moreover, you can also create a new ticket for a particular category from the dashboard.
  • These categories are editable from the dashboard.
  • Enable Recaptcha and set the feedback mail template from the helpdesk settings

    Create different teams to handle various tickets accordingly.

    Each team has a manager. The team is assigned tickets by the admin from the backend.
    List of all the created teams

    Create Categories for customer to choose from while raising the ticket

    Create various topics under a category

    Each category can have multiple topics for the customer to choose from while raising a ticket

    List of all the Raised tickets

    All the tickets both; Support and Service ticket shows up at one place.

    Ticket details - Open a ticket to see the query or service required

    You can also communicate with the customer and see communication history

    You need to select the stage and give reason to mark a ticket as resolved

    See the review given by customer in the ticket form

    Create Tasks from Ticket.

    Click on create task in the ticket to create a related task. A project should be added to the ticket to create a task to charge per hour service cost to customer

    The timesheets used in the tasks show up in the ticket

    You can create a sales order to bill the client for all the hours used in all the tasks create for a ticket

    Create the sales order from the project added to the task

    The total timesheets hours of all the tasks are automatically added to the sales order

    Create Invoice For the Service ticket

    Create invoice from sales order with regular or down payment. If downpayment is used the ticket automatically shows the relevant calculations

    Helpdesk and Service Ticket form on the Odoo website

    Automatic acknowledgement mail is sent to the customer once his ticket is successfully created

    Only logged in customers can raise a new support or service ticket

    The customers can track his tickets and their status from his website account

    List of the all the raised tickets of the customer- open and closed
    See details of any ticket by opening the form

    Provide two way message communication between customer and Odoo admin

    Automatic Feedback/review mail to customer

    The customer receive an automatic rating/feedback mail once ticket is closed with the link
    The review form opens after clicking on the provided link

    Detailed Features List

    Below is the detailed list of feature of module Odoo Website Helpdesk & Support System module

    Install customer helpdesk & service system on Odoo website

  • It allows you to implement a support ticket system on the Odoo website.
  • The customer can raise support tickets from the Odoo website.
  • The admin can manage and resolve the tickets from the Odoo backend.
  • The admin can enable the ReCaptcha option to submit the ticket to avoid spam.
  • Allows to raise the support tickets from the Odoo website

  • The customer can raise the tickets with the admin for their queries.
  • Only the logged-in customers can raise a ticket.
  • The customer can fill out the form to create a ticket.
  • The ticket shows up to the admin in the Odoo backend.
  • Sends automatic acknowledgment mail to customer once his support ticket is raised.
  • The Customer can manage the tickets from his website account

  • The customers can see their tickets from their accounts.
  • The customers can also track their ticket status from my account section.
  • The ticket form also shows the details of the ticket and communication thread to the customer.
  • Allows chat communication with the Odoo admin

  • Allows two ways communication between admin and the customer.
  • The admin-customer can communicate with each other through Odoo chatter.
  • The customer can send a message to the admin from his website account from the ticket.
  • Auto-sends feedback/reviews mail to the customer

  • The system sends the feedback mail to the customer once the ticket is resolved.
  • The customer can go to the link in the mail and give the service ratings and feedback.
  • Create ticket category and topics/reasons in Odoo backend

  • The admin can add ticket categories and ticket topics in the Odoo backend.
  • The customer needs to choose the categories and proper reasons while raising a ticket.
  • Create different teams to manage different ticket types

  • The admin can create multiple teams for different ticket types in the backend.
  • Each team can have multiple members and a manager to handle the tickets.
  • The admin can assign an apt team to a raised ticket.
  • Set ticket stages to show the current progress of a ticket

  • The admin can create stages to assign to the raised tickets.
  • The stage can be set to a ticket to show the current status of the ticket.
  • The customer can also see the current stage of his ticket in his website account.
  • Resolve/cancel the raised tickets to close them in Odoo

  • The user needs to resolve/cancel the ticket to close it.
  • A reason needed to be added while closing the ticket.
  • Now Take billable service requests through service tickets

  • The customers can raise tickets to ask for any available billable services.
  • The admin can bill such requests according to the hours used to resolve them by creating sales orders/invoices from the ticket.
  • Create Tasks from the raised tickets

  • Make billing trackable and easy for every raised services ticket
  • The admin can create relevant tasks directly from the ticket.
  • Multiple tasks can be created for each ticket as required.
  • The timesheets recorded in the tasks of a ticket show the time used to provide the service.
  • The combined timesheets from all the tasks created for a ticket show up in the ticket form in the backend.
  • A project is needed to be added to the ticket to create tasks and sales orders.
  • Create sales orders from the project to bill the customer

  • The admin can create a sales order for the project to bill the client/customer.
  • The cost per hour can be added to the sales order while creating it.
  • The combined timesheets from all tasks show up on the order lines of the sales order.
  • The order lines of the sales order show the total time utilized on all the associated tasks, cost per hour, and total cost.
  • Generate invoice for the sales order of the ticket

  • You can create the invoice from the sales order while closing the ticket.
  • The invoice shows the order lines and costs associated with the sales order.
  • The invoice can be created with a downpayment (prepaid amount) or as a regular invoice.
  • The downpayment in the invoice shows up in the original ticket form in the backend for better tracking.
  • Dashboard to Analyze Ticket Statistics

  • Check all tickets, pending tickets, closed tickets, and success rate.
  • Overview of tickets from one place based on time and based on the priority set.
  • Manage category for tickets and also check unassigned ticket counts.
  • Moreover, you can also create a new ticket for a particular category from the dashboard.
  • These categories are editable from the dashboard.
  • Help and Support

    Get Immediate support for any of your query

    You will get 90 days free support for any doubt, queries, and bug fixing (excluding data recovery) or any type of issue related to this module.


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    Any queries or want any extra features? Just drop a mail to our support.


    Get in touch with our Expert:


    Have any technical queries, want extra features, or anything else? Our team is here to answer all your questions. Just Raise A Support Ticket.

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