All in One Helpdesk | Helpdesk Ticket Management | Helpdesk Support Tickets | Helpdesk Management
by DevIntelle Consulting Service Pvt.Ltd http://www.devintellecs.com$ 135.18
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Website (website) • Employees (hr) • Project (project) |
| Lines of code | 18757 |
| Technical Name |
dev_all_in_one_helpdesk |
| License | See License tab |
| Website | http://www.devintellecs.com |
| Versions | 16.0 17.0 18.0 |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Website (website) • Employees (hr) • Project (project) |
| Lines of code | 18757 |
| Technical Name |
dev_all_in_one_helpdesk |
| License | See License tab |
| Website | http://www.devintellecs.com |
| Versions | 16.0 17.0 18.0 |
All in One Helpdesk Management in Odoo
All in One Helpdesk Odoo app, your ultimate tool for managing customer support and internal
requests with ease. This app brings together all the essential helpdesk features in one place,
making it simple for both customers and employees to raise and manage tickets. Whether a
customer has a complaint, a request for improvement, or needs to track their issue, they can
easily do so through the website portal. The app also lets customers sign, cancel, or close
tickets directly from the portal, and track their ticket status in real-time.
With features like Helpdesk Document, you can quickly see all the documents attached to a
ticket, and with Helpdesk Solution, you can add detailed solutions with images once an issue is
resolved. The app also includes time-tracking tools, allowing users to start and stop a timer
when working on a ticket. You can assign multiple users to a ticket, create sub-tickets, and
even merge similar tickets into one. Plus, you’ll receive reminders before a ticket is due, and
a notification will be sent when a new ticket is created.
For those handling multiple tickets, the app allows mass assignment, updates, and tagging,
streamlining the process. It also keeps a history of how long a ticket stayed in each stage,
ensuring full transparency. Finally, you can configure WhatsApp message templates to communicate
directly with customers from the Helpdesk Ticket, making it easier than ever to stay in touch
and keep everyone informed.
This app is designed to make managing helpdesk tickets straightforward and efficient, perfect
for businesses of all sizes.
FEATURES
-
Advanced Dashboard
Advance helpdesk dashboard provided for the analytics and better data visualization with counters, charts and data tables.
-
Helpdesk Team
You can manage Helpdesk Teams. It will make your task easy to manage multiple tickets by separating between diffrent teams.
-
Configure Email
You can create incoming email server for the Helpdesk Ticket. So when you receive any email on that configure email address at that time Helpdesk ticket will be created automatically for that issue.
-
Website Request
Directly from the website, user can able to send request for the support.
-
Signature
From portal user can sign and accept the helpdesk ticket generated.
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Multi Users
You can assign ticket to multiple users if you have marked "Allow Multi Users" in configuration.
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Start & End Time
You can mention start and end time based on the helpdesk ticket start & end.
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Merge Tickets
You can merge multiple helpdesk tickets into single ticket.
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History of Ticket Stages
Stage changes history will be recorded with details like date, state and which user has changed.
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Mass/Bulk Update Tags
You can update tags of multiple tickets in single click.
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User Notification
You can set the user, when new helpdesk ticket will generate then this user will be notified.
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Access Rights
Access rights are provided to control the access. Three user roles User, Leader and Admin provided for better access controls.
-
Custom Stages and Workflow
Instead of default stages or workflow, You can make custom stages of helpdesk tickets as per your workflow.
-
Email Template
Email Template provided to mail the ticket stages updates to user, as well as Review and Rating email template provides for taking feedback from user.
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Ticket Tracking
Portal user can track the helpdesk ticket from portal using ticket number.
-
Website Ticket Close/Cancel
User can able to close or cancel the ticket from the portal.
-
Helpdesk Document
You can link the documents which are related to helpdesk tickets.
-
Helpdesk Solution
You can add the solution of the ticket support and also attach the solution documents. Even from portal user can see all these details.
-
Helpdesk Due Reminder
You can set reminder email for the due helpdesk tickets, from configuration you can enable or disable due reminder.
-
Mass/Bulk Assignee
You can assign users to multiple tickets in single click.
-
Mass/Bulk Update tickets
You can update details of multiple tickets in single click.
-
Configure WhatsApp Message
You can configure whatsapp message template to send whatsapp message to customer.
Demo Videos
Helpdesk
This application provides helpdesk functionality into the odoo. It work as communication chanel between customers and the company, when a customer have any complaint or they need improvements then they can raise helpdesk tickets from the portal. And the ticket will be submitted into the system and customer's issue will resolve as soon as possible. Not only for the customer its also usefull for existing employees of the system. For example printer is not working properly and need to fix as soon as possible so employee can raise Helpdesk ticket for their issues. Overall its usefull to track and solve customers issues as well as existing users/employee's issue systematically.
Features
- Advanced Dashboard is provided for analysis.
-
Role of the Users :
- User
- Leader
- Administrator
- Define various helpdesk teams.
- Create various helpdesk stages.
-
In helpdesk stage you can provide Email
Template so whenever ticket goes into the specific stage
at that time notification email will send
automatically based on that email template. -
In helpdesk stage you can provide Rating
Template so whenever ticket goes into the specific stage
at that time notification email will send
automatically to take feedback from the customer. - Fill timesheet for helpdesk ticket. So you can track how much time it takes to resolve issue.
-
SLA Policy : It will decide how much time
should be spend on specific kind of tickets. Technical issue
must be resolve within 1 day so for that you
can define SLA Policy for technical issues and whenever any ticket is raise for technical issue at that time specific
SLA Policy will automatically link with the ticket. -
You can create incoming email server for the
Helpdesk Ticket. So when you receive any email
on that configure email address at that time
Helpdesk ticket will be created automatically for that issue. - Ticket Analysis on screen report is provided.
Advance Dashboard
Role Of the Users
Configuration of Helpdesk
Configure Teams
Configure Ticket Type
Configure Subject
Configure Tags
Configure Stages
Configure SLA Policy
Configure Categories
Configure Source
Created Helpdesk Ticket and SLA Policy will link automatically
Send helpdesk ticket by email
Stage change notification email sent
Fill timesheet into the ticket to track progress
Close the ticket when issue is resolved
Feedback mail is sent to the customer when ticket is closed
Customer will give feedback from the email
Feedback successfully received into the ticket
All the tickets display according to stages
Ticket analysis on screen report
Incoming mail configuration to generate ticket automatically when you receive issues in email
Tickets on website portal
Helpdesk Website Request
This odoo application allows you to create Helpdesk Ticket from the website portal.
Features
- Create Helpdesk Ticket from the website portal.
Add Ticket details and click on Submit
Ticket successfully created
Backend : Ticket created successfully created
Helpdesk Portal Signature
This odoo application allows User to sign Helpdesk Ticket from the Website Portal.
Features
- Sign Helpdesk Ticket from Website Portal.
- You just have to add Signature, Full Name and Signature Datetime will generated automatically.
Sign Helpdesk Ticket
Add Signature and click on Accept & Sign
Website Portal : Signature is added
Backend : Signature is added with Full Name and Signature Datetime
Helpdesk Portal Cancel Close Ticket
This odoo application allows Users to Cancel or Close Helpdesk Tickets from the website portal
Features
- Cancel Helpdesk Tickets from the Website Portal
- Ticket will be also Cancelled on Backend
- Close Helpdesk Tickets from the Website Portal
- Ticket will be also Closed on Backend
Allow user to access this feature
Close Ticket from Website Portal This process same for cancelled ticket
Website Portal : Ticket is Closed
Backend : Ticket is Closed
Helpdesk Ticket Tracking
You just have to enter number of the Ticket and it will display basic information about the ticket
Features
- Track Helpdesk Ticket from Website Portal
- Track Ticket using number of the Ticket
- Once ticket is tracked it will display basic information about the ticket
Ticket is tracked and basic information of the ticket is displayed
Helpdesk Document
This odoo application will link attached documents with the Ticket, so you can easily know how many documents are attached with the Ticket and you can also navigate to the attached documents from the Helpdesk Ticket
Features
- Easily know how many documents are attached with the Helpdesk Ticket
Documents of the Helpdesk Ticket
HelpDesk Solution
This odoo application allows you to add Solution details into the Ticket. Once issue of ticket is solved then you can add the solution details with the images in the Ticket
Features
- Add Solution details with multiple images
- Solution will be visible into ticket on website portal also
Add solution details with multiple images
Once solution is added, mark ticket as done
Solution visible on Ticket on website portal also
Helpdesk Start End Time
This odoo application adds Start and Stop feature on Helpdesk Ticket. So whenever work is started on ticket you can click on Start button so it will log starting time and when work is over on the ticket then you can click on Stop button and it will log ending time on the Ticket. So you can easily know how much time it takes to resolve issue of the ticket.These starting and ending time will be logged as timesheet entry on the helpdesk ticket.
Features
- Whenever work is started on the ticket then you can click on Start and click on Stop when work is done on the ticket.
- It will automatically log starting and ending time on ticket as timesheet entry..
Click on Start button
Timesheet entry created and Starting Datetime logged on the entry
Click on Stop button
Ending Datetime logged on the same timesheet entry
Helpdesk Multi User
This odoo application allows you to assign Multiple Users into Helpdesk Ticket.
Features
- Assign Multiple Users into Helpdesk Ticket.
- Enable/Disable this feature from Helpdesk Configuration > Settings.
Enable Assign Multi User feature
Assign Multiple Users into Helpdesk Ticket
Helpdesk due Reminder
This odoo application allows you to enter Reminder Due Date on the Helpdesk Ticket and it will automatically send reminder email to the Assigned To of ticket when ticket is on Due.
Features
- Add Reminder Due Date on Helpdesk Ticket.
- Reminder notification will be sent yo Assign To of Ticket on Due Date.
- You can enable/disable this feature from Helpdesk Configuration.
- Configure Reminder Stages into Helpdesk Configuration so notification email will be sent only on those specific stages
Enable Helpdesk Due Reminder feature and Reminder email is only send when Ticket is on below stages
Reminder Due Date on Helpdesk Ticket
Notification email sent to Assign To Helpdesk Ticket
Helpdesk Sub Ticket
This odoo application allows you to create multiple Sub Ticket for the Helpdesk Tickets.
Features
- Create multiple Sub-Tickets for the Helpdesk Ticket.
- Easily Navigate to the Sub-Ticket from the main ticket.
Enable Sub-Ticket feature
Create Sub-Ticket from here
Sub-Ticket is linked with the main ticket
Merge Helpdesk Ticket
This odoo application allows you to merge multiple tickets into new one. For example multiple tickets are raised for the same issue and same customer then you can merge those multiple tickets and create a new common ticket from it.
Features
- Merge similar kind of tickets and create a new one
- You have to select Merge Action while merging the tickets
- Only user with Allow Merge Helpdesk Ticket right can access this feature
Add details of the new ticket
Selected ticket will display here
Select Merge Action and click on Merge
New ticket created successfully
Navigate to the old ticket from new one
Old tickets are cancelled as specified into the merge action
Helpdesk Ticket Stage Change History
This odoo application will log Stage History on Helpdesk Ticket, whenever ticket is moved from one stage to another it will log Stage History on ticket screen.
Features
- you can easily know how much time a ticket was stayed in particular stage.
- Separate menu named Stage Change History is provided so you can access multiple ticket's stage change log there.
- Only user with Allow Helpdesk Ticket Stage Change History right can access this feature.
Log generated on Stage History Tab
Separate menu which allows to access stage change log of all the tickets
Helpdesk Mass Assign Tickets
This odoo application allows you to assign Team and User for the multiple Tickets at the same time.
Features
- Assign Team and Users for the multiple Tickets at once.
- Only user with Allow Assign Mass Ticket can access this feature.
Add Team and Users and click on Update
Team and Users updated into all the ticket : see one ticket below
Helpdesk Mass Update Tickets
This odoo application allows you to update multiple information into multiple tickets at the same time
Features
-
Update below information into multiple tickets at
once
- Team
- User
- Assigned To
- Ticket Type
- Priority
- Category
- Sub Category
- Source
Update Team and User,Ticket Type, Priority,Category and Sub-Category , Source
Information updated into all the Tickets : see one ticket below
Helpdesk Mass Update Tags
This odoo application allows you to update Tags of multiple Helpdesk Tickets at once
Features
- Update Tags of multiple Helpdesk Tickets at once
Select Tags which you want to update
Select Tags which you want to update
Helpdesk User Notification
This odoo application will send notification email to specific user when new Helpdesk Ticket is created
Features
- Notification email will be sent to that user when new Ticket is created
Set Notification User into Helpdesk Configuration > Settings
New Ticket is created
Notification email sent to configured user
Configure WhatsApp message template
This odoo application allows you to send WhatsApp messages to the customer from the Helpdesk Ticket
Features
- Configure message templates, so you can re-use them
- Send WhatsApp message to the customer from the Helpdesk Ticket
Send WhatsApp message from here
Select message template and click on Send
Message successfully sent to the customer on WhatsApp
Version 1.0 | Released on : 25th August 2024
-
Is this app compatible with Odoo Enterprise?
- Yes, our app works with Odoo Enterprise as well as Community.
-
If need of customization in this app, How can i contact ?
- Please contact us on odoo@devintellecs.com
-
Do i get free support?
- Yes, you will get free support for 90days.
-
Do i get free updates?
- Yes, you will get free updates for lifetime.
-
Do i have to buy this module for each version ?
- Yes, you have to buy this module for each version.
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Odoo Proprietary License v1.0 This software and associated files (the "Software") may only be used (executed, modified, executed after modifications) if you have purchased a valid license from the authors, typically via Odoo Apps, or if you have received a written agreement from the authors of the Software (see the COPYRIGHT file). You may develop Odoo modules that use the Software as a library (typically by depending on it, importing it and using its resources), but without copying any source code or material from the Software. You may distribute those modules under the license of your choice, provided that this license is compatible with the terms of the Odoo Proprietary License (For example: LGPL, MIT, or proprietary licenses similar to this one). It is forbidden to publish, distribute, sublicense, or sell copies of the Software or modified copies of the Software. The above copyright notice and this permission notice must be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.
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