Advanced Helpdesk Support Ticket Management System — Staff & Customer Portal, Multi-Channel Support, SLA Tracking, Knowledge Base Integration & Automated Workflows

Advanced Helpdesk Support Ticket Management System is a comprehensive helpdesk solution for Odoo 17 featuring staff and customer portals, multi-channel support (email, web, phone, social media), SLA tracking and monitoring, knowledge base integration, automated workflows, ticket types and categorization, model and object linking, team management, advanced reporting and analytics, call logging, social media integration, reminders and notifications, escalation rules, and comprehensive configuration settings.

The system supports ticket creation from multiple channels including email (automatic ticket creation from emails), web portal (web-based ticket submission), phone calls (call logging with ticket conversion), and social media (automatic ticket creation from social media posts). All channels are integrated into a unified ticket management system with consistent workflow and tracking.

SLA tracking allows you to configure multiple SLA policies based on priority, category, ticket type, or team. The system automatically assigns SLA policies, calculates response and resolution deadlines, monitors SLA status (Met, At Risk, Breached), sends alerts at 80% and 90% thresholds, triggers escalation rules on breach, and provides comprehensive SLA compliance reports. SLA calculation supports both 24/7 and working hours modes.

Yes! The system includes a comprehensive customer portal where customers can create tickets, track ticket status in real-time, view communication history, access knowledge base articles, manage their profile, and submit tickets via multiple channels. The portal provides a self-service experience while maintaining security and access control.

The system supports multiple automatic assignment methods including round-robin (assigns to member with oldest assignment), load-based (assigns to member with least open tickets), random (random assignment), and team-based (assigns to team leader or first member). You can configure the assignment method in settings, and the system will automatically assign tickets based on the selected method when tickets are created.

Model and object linking allows you to link tickets to any Odoo model (products, sale orders, purchase orders, invoices, projects, partners, etc.) and specific records within those models. This provides context-aware ticket creation, quick access to related records, and comprehensive ticket information. You can link multiple models to a single ticket, and the system supports automatic linking based on rules.

The knowledge base integration provides a self-service support system with article management, categorized organization, full-text search, article rating and feedback, related article suggestions, FAQ management, and portal access. Customers can search for solutions before creating tickets, and staff can create and manage knowledge base articles to reduce ticket volume and improve customer satisfaction.

The system includes comprehensive reporting and analytics including ticket volume reports (daily, weekly, monthly), response time analytics, resolution time reports, customer satisfaction metrics, team performance dashboards, SLA compliance reports, and custom report builder. All reports support filtering, grouping, and export capabilities for detailed analysis.

Escalation rules can be configured based on time, priority, SLA status, or custom conditions. When escalation conditions are met, the system can automatically notify users or teams, assign tickets to different teams/users, upgrade priority, change ticket state, or execute custom actions. Escalation rules support multiple escalation levels and can be configured to repeat at intervals.

The system includes comprehensive configuration settings for general defaults (priority, state, channel, team, category, ticket type), ticket numbering (prefix and format), auto-assignment (enable toggle, method, max tickets per agent), SLA configuration (enable tracking, default times, policies, working hours), automation (escalation, reminders, workflows, auto-close), notifications (assignment, status change, customer updates, SLA breach), field requirements (category, priority, ticket type), integrations (portal, rating, KB, social media, call logging), and support contact information (email and phone).

Yes! The system is fully responsive and works seamlessly on desktop, tablet, and mobile devices. Both the staff portal and customer portal are optimized for mobile access, allowing users to create tickets, track status, and manage tickets from any device.

The Discuss Panel is an integrated messaging system within tickets that allows customers and team members to exchange messages. It supports message categorization (Customer/Team), date tracking, file attachments, and maintains a complete message history. Messages are displayed chronologically with author information, making it easy to track conversations and maintain context throughout the ticket lifecycle.

Yes! The system includes a complete REST API for managing discuss messages. The API provides endpoints for GET (retrieve messages), POST (create messages), PUT (update messages), DELETE (delete messages), and file upload. All endpoints return standardized JSON responses with proper error handling. The API uses Odoo's session-based authentication and respects access control rules. Full API documentation is available in the API_DOCUMENTATION.md file with examples and response formats.