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Helpdesk Pro - SLA, Ratings & Email Support

by
Odoo
v 17.0 Third Party 10
Download for v 17.0 Deploy on Odoo.sh
Versions 17.0 19.0
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Versions 17.0 19.0
Helpdesk Pro

Helpdesk Pro

SLA tracking, a customer portal, and CSAT ratings — built entirely on core Odoo Community.

⏱ SLA Engine

Policies matched by team, priority, and tag. Deadlines and status are computed against each team's real working calendar, so nights and weekends never count against a ticket. A live On Track / At Risk / Breached badge shows on the kanban card, list, and form.

🌐 Customer Portal

Customers see their own tickets — reference, subject, status, and full communication history — with access enforced by record rules, not just a filtered list.

⭐ CSAT Ratings

A one-click Good / Okay / Bad rating email goes out when a ticket closes, secured by a signed, single-use link. Scores roll up into a per-team average.

✉️ Email-to-Ticket

Give a team an email alias and incoming mail becomes a ticket automatically. Replies from either side thread back into the same conversation.

📋 Canned Responses

Reusable reply snippets, optionally scoped to a team, previewed and inserted into a ticket in one click.

🔀 Ticket Merging

Fold a duplicate ticket's messages, followers, and attachments into the one you're keeping, with a back-reference left behind.

📊 Analytics

A pivot/graph Ticket Analysis view plus per-team SLA compliance and average resolution stat buttons.

🌍 Demo Data & i18n

Install with realistic demo teams, policies, and tickets to try it immediately. Ships with an Arabic (ar) translation alongside the English source strings.

Screenshots

Ticket kanban board with SLA badges
Kanban queue with live SLA badges and priority stars
Ticket form with the SLA panel
Ticket form showing the matched SLA policy, deadline, and status
Customer portal home with the Tickets card
Customer portal home — a "Tickets" shortcut alongside the standard account pages
Ticket merge wizard
Merging a duplicate ticket into the one being kept
CSAT rating request email
The one-click CSAT rating email sent when a ticket closes
Ticket analytics pivot view
Ticket Analysis pivot view, sliceable by team, stage, and priority

The full UI is also available in Arabic — see static/description/screenshots/ for the _ar variants.

Why free?

Helpdesk Pro depends only on core Odoo Community (mail, portal, resource) — no Enterprise features, no paid dependencies. It's released under LGPL-3, with the source, tests, and CI on GitHub: github.com/Zahoor-ishfaq/odoo-helpdesk-pro.

Support

Questions and bug reports are welcome via the Store Q&A tab or as a GitHub issue.

Availability
Odoo Online
Odoo.sh
On Premise
Odoo Apps Dependencies Discuss (mail)
Lines of code 1680
Technical Name helpdesk_community_pro
LicenseLGPL-3
Websitehttps://github.com/Zahoor-ishfaq/odoo-helpdesk-pro

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