| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 2351 |
| Technical Name |
helpdesk_advanced |
| License | OPL-1 |
| Website | https://apps.odoo.com |
| Versions | 17.0 18.0 19.0 |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 2351 |
| Technical Name |
helpdesk_advanced |
| License | OPL-1 |
| Website | https://apps.odoo.com |
| Versions | 17.0 18.0 19.0 |
🎯 Helpdesk & Ticketing Advanced
AI-powered multi-channel ticketing with smart routing, SLA management, and customer satisfaction tracking
Odoo 19.0
AI-Powered
35+ Languages
Multi-Company
🚀 Key Features
🤖 AI Ticket Routing
- GPT-5 powered intelligence
- Auto-assign to best agent
- Workload balancing
- Rule-based fallback
⏱️ SLA Management
- Priority-based policies
- Auto breach detection
- Escalation workflows
- Compliance tracking
📚 Knowledge Base
- AI semantic search
- Auto article suggestions
- Customer self-service
- Helpfulness voting
😊 CSAT Tracking
- Auto surveys on close
- 5-star rating system
- Feedback collection
- Trend analysis
⏲️ Time Tracking
- Log time per ticket
- Billable/non-billable
- Invoice integration
- Analytics & reports
💬 Canned Responses
- Template library
- Shortcut codes
- Team-specific
- Usage tracking
📊 Typical Results
50%
Faster Resolution
95%
SLA Compliance
40%
Ticket Deflection
4.5+
CSAT Score
⚙️ Configuration
OpenAI API (Optional for AI features):
- Go to Settings → Technical → System Parameters
- Create:
openai.api_key= your API key - Create:
openai.default_model= gpt-5-2025-08-07 (or gpt-5-mini/nano)
SMTP Email:
- Go to Settings → Technical → Email → Outgoing Mail Servers
- Configure your SMTP server
Teams Setup:
- Go to Helpdesk → Configuration → Teams
- Set specialty keywords for routing
- Choose AI model per team
- Assign default SLA policies
✨ What's Included
- ✅ 11 Models (3 extended, 8 new)
- ✅ 28+ Views (form, tree, kanban, pivot, graph)
- ✅ 3 Automated Cron Jobs
- ✅ 4 Email Templates
- ✅ 16 Default Records (SLA policies, KB categories, etc.)
- ✅ Multi-company Support
- ✅ Portal Access for Customers
- ✅ 35+ Language Support (including Turkish)
- ✅ Comprehensive Documentation
- ✅ 24+ Test Cases
🔒 Security & Quality
- ✅ No unsafe code (eval, exec)
- ✅ Proper exception handling
- ✅ Access rights & record rules
- ✅ Multi-company isolation
- ✅ Translation-ready
- ✅ Follows Odoo best practices
📞 Support
For questions, feature requests, or bug reports, please contact us through the Odoo Apps marketplace.
🎉 Ready to transform your support?
Install now and start delivering world-class customer support!
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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