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Contacts (contacts)
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| Community Apps Dependencies | Show |
| Lines of code | 18397 |
| Technical Name |
dev_helpdesk_sla_agreement |
| License | See License tab |
| Website | https://www.devintellecs.com |
| Versions | 14.0 15.0 16.0 17.0 18.0 |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Contacts (contacts)
• Discuss (mail) • Invoicing (account) • Website (website) • Employees (hr) • Project (project) |
| Community Apps Dependencies | Show |
| Lines of code | 18397 |
| Technical Name |
dev_helpdesk_sla_agreement |
| License | See License tab |
| Website | https://www.devintellecs.com |
| Versions | 14.0 15.0 16.0 17.0 18.0 |
Helpdesk Service Level Agreement (SLA)
Odoo Helpdesk SLA Management
Ticket Response and Resolution Tracking
Customer Support SLA Monitoring
SLA Reports and Breach Alerts in Odoo
Helpdesk Service Level Agreement (SLA) Odoo app helps businesses manage customer support more
effectively. With this app, you can define clear rules for how quickly tickets should be
answered and resolved, ensuring timely support for every customer. By setting SLA rules such as
working hours, ticket priorities, and resolution deadlines, your support team can stay on track
and deliver better service.
Each ticket is automatically tracked, showing details like response time, working hours, delays,
and overtime. Managers and team members can monitor ticket status in real-time, so nothing slips
through the cracks. If a ticket misses its SLA deadline, the app highlights it and sends an
email alert to managers, allowing them to take quick action.
The app also provides detailed SLA reporting through charts, tables, and pivot views. You can
see which tickets met their deadlines, which were delayed, and how your support team is
performing overall. Reports such as SLA Detailed Report, SLA Highlight Report, SLA Breached
Report, and SLA Analysis Report give managers a complete picture of service performance.
This app is simple to set up and gives you complete visibility of your helpdesk operations. By
using SLA rules directly in Odoo, you can ensure that your support team responds on time,
reduces delays, and improves customer satisfaction.
Features
- Define SLA rules by priority, category, working hours, and time period.
- Link SLA levels directly with tickets or customers for accurate tracking.
- Automatic tracking of response time, working hours, delays, and overtime.
- Tickets that miss SLA deadlines are flagged and send email alerts to managers.
- Auto-update ticket details like team, category, and subject type as per SLA rules.
- View ticket history with time spent on each stage for better clarity.
- Access SLA reporting with charts, pivot views, and detailed reports.
- Reports available: SLA Detailed Report, SLA Highlight Report, SLA Breached Report, SLA Analysis Report.
- With this app, businesses can improve customer satisfaction by making sure every support ticket is handled on time and without unnecessary delays. It ensures accountability, saves manual effort, and gives managers clear insights for decision-making.
Tickets List
Begin from the ticket list to launch the SLA workflow. Open any ticket to track stages, timers, and breach alerts end-to-end.
Set SLA Levels for Ticket Rules
Define SLA levels in Odoo to control how tickets are responded to and resolved. You can create SLA rules based on priority, category, and time period.
Set SLA Level Details in Odoo
Add the SLA name and define rules by category, priority, and allowed response time. You can set the gap in hours, days, or weeks for ticket tracking.
Create and Manage SLA Teams
Define SLA teams to handle agreements and workflows. Assign users and link them with helpdesk teams to ensure proper tracking and accountability.
Set SLA Agreements and Timelines
Add SLA details, such as name, working hours, and user. Assign the SLA to a helpdesk team and define time limits for each stage to ensure timely ticket handling and resolution.
Link SLA Levels to Customers
Connect SLA levels with customer contacts to set clear agreements and response times. This ensures every customer ticket follows the proper SLA rules.
Track SLA on Helpdesk Tickets
View customer details, assigned SLA, and ticket commitments. The system tracks response time, working time, overtime, and delays for accurate SLA monitoring.
Monitor Breached SLA Tickets
When an SLA is breached, the system marks the ticket and sends an email alert to the manager. It also tracks stage-wise time, delays, and overtime.
Email Alert for SLA Breach
When an SLA is breached, an automatic email is sent to the manager. The email includes ticket details, the assigned user, and customer information for quick action.
Track SLA on On-Hold Tickets
The system records SLA progress even when tickets are put on hold. It shows estimated time, actual working time, overtime, and delays stage by stage.
Track SLA on Re-opened Tickets
The system records SLA progress even when tickets are put on re-opened. It shows estimated time, actual working time, overtime, and delays stage by stage.
Completed Tickets with SLA Status
When a ticket is marked as complete, the system displays full SLA tracking. It records stage-wise time, delays, and overtime to measure SLA compliance.
Closed Tickets with SLA Summary
When a ticket is closed, the system shows a full SLA summary. It records estimated time, working hours, overtime, and delays across all stages.
SLA Analysis for Ticket Tracking
View SLA analysis of all tickets with details like start time, end time, delays, and state changes. This helps managers track performance clearly.
View List of Breached Tickets
See all tickets that have breached their SLA in one place. This list helps managers track overdue tickets and take quick corrective actions.
Open SLA Detailed Report
Click on SLA Detailed History under SLA Reporting to view ticket-wise SLA details. This report shows performance, delays, and compliance records.
Set Date and Print SLA Report
Choose a start and end date to filter SLA ticket data. Click Print PDF to generate the detailed SLA report for the selected period.
SLA Ticket History Report
The SLA Ticket History report displays ticket stages along with their start and end times. It includes estimated time, working time, overtime, and delays for each ticket.
Open SLA Breached Report
Go to SLA Reporting and select SLA Breached History. This report displays tickets that missed their SLA deadlines for better monitoring and follow-up.
Set Date for Breached Report
Choose a start and end date to filter breached SLA tickets. Click Print PDF to generate the SLA Breached Ticket report for the selected period.
SLA Breached History Report
The SLA Breached History report lists tickets that missed their SLA targets. It also shows unbreached tickets, along with customer, team, and status details.
Open SLA Highlight Report
Go to SLA Reporting and select SLA Highlight History. This report provides a summary of ticket highlights to help you quickly review SLA performance.
Set Date for Highlight Report
Select a start and end date to filter SLA ticket highlights. Click Print PDF to generate the SLA Highlight History report for the chosen period.
SLA Highlight History Report
The SLA Highlight History report shows ticket-wise estimated time, working time, delays, and whether the SLA was breached or met.
Open Ticket SLA Analysis
Go to SLA Reporting and select Ticket SLA Analysis. This option provides detailed analytics of tickets, enabling effective measurement of SLA performance.
SLA Ticket Analysis Chart
The SLA Analysis bar chart displays ticket performance by stage, using different colours. It highlights working time, delays, and overall SLA progress.
SLA Ticket Line Chart View
The SLA Analysis line chart shows ticket stages over time. It helps visualize working hours, reopened or closed tickets, and overall SLA compliance trends.
SLA Ticket Pie Chart View
The SLA Analysis pie chart shows ticket distribution by stage and working time. It helps identify which stages consume the most effort in support.
SLA Ticket Pivot View
The SLA Analysis pivot view displays estimated and actual working time for each ticket state on a single screen. It helps compare performance across different stages.
Version 1.0 | Released on : 06th September 2025
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Is this app compatible with Odoo Enterprise?
- Yes, our app works with Odoo Enterprise as well as Community.
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If need of customization in this app, How can i contact ?
- Please contact us on odoo@devintellecs.com
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Do i get free support?
- Yes, you will get free support for 90days.
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Do i get free updates?
- Yes, you will get free updates for lifetime.
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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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