Website Helpdesk Support and Issue Management System

Website Helpdesk Support Ticket System : Fast Support, Faster Solutions, Seamless Tracking, Management and Resolution

Efficient Website Helpdesk Ticket Management System

This app offers a comprehensive solution for efficient customer support management. It empowers your team to handle support tickets seamlessly, ensuring a smooth and streamlined process for resolving customer issues. Additionally, the app features a dedicated customer portal, allowing customers to easily track and manage their support tickets through an intuitive, user-friendly interface.

For businesses offering paid support services, the app simplifies billing by automatically generating invoices for resolved tickets. It also features integrated ticket timesheet tracking, enabling your team to log and monitor the time spent on each ticket, ensuring accurate billing and efficient resource allocation.

Additionally, the app enhances the customer experience with a customizable website form or page, allowing customers to effortlessly submit support requests. They can provide key details such as issue type, priority, and description, ensuring accurate ticket creation. Submitted tickets are automatically routed to the helpdesk team for prompt and efficient handling.

Website Helpdesk Ticket System: Key Features and Benefits:

• Streamlined Customer Support Ticket Process:
  • Customers can easily submit support tickets directly through your website by completing a detailed form.
  • Customers can attach documents and files to their tickets during submission for more detailed support.
• Unique Ticket ID Creation for Efficient Tracking:
  • Each ticket submission automatically generates a unique support ticket reference for easy tracking.
  • Tickets are automatically logged in the helpdesk system under the backend ticket menu, ensuring easy tracking and management.
• Automated Ticket Creation from Emails:
  • Customers can easily create support tickets by simply sending an email.
  • The system automatically generates a unique ticket in the backend for each incoming email.
  • Configure Odoo's Catchall Email or an incoming mail server to enable automated ticket creation.
• Customer Support Portal: Manage Your Tickets with Ease:
  • Customers can log in to the portals My Account page to easily track the status of their tickets.
  • Customers can log in to the portals My Account page to effortlessly monitor the status of their tickets.
• Print Your Support Tickets as PDFs:
  • Support users and managers can conveniently print tickets in PDF format directly from the backend system.
• Seamless Chatter and Timesheet Integration:
  • Support teams can easily communicate with customers using the Chatter feature directly on the ticket form.
  • Team members can log their timesheets directly on the ticket form to accurately track support time.
• Streamlined Invoice Creation for Support Tickets:
  • Support managers can generate invoices for paid support directly from the ticket form or based on logged timesheets.
  • Prepaid hours for customers are clearly displayed on the helpdesk ticket form.
• Customer Feedback and Ratings for Support Tickets:
  • Upon ticket closure, the system automatically sends an email to customers requesting their feedback and ticket rating.
• Smart Ticket Assignment for Support Teams:
  • Tickets can be assigned to specific support teams for more efficient and effective handling.
• Optimize Projects with Task Integration:
  • Project tasks can be created directly from the helpdesk ticket form for seamless task management.
  • Project tasks are linked to the ticket to facilitate better collaboration and streamlined workflow.
• Enhanced Timesheet Tracking for Support Tickets:
  • Users can record their Time In and Time Out while completing timesheets for accurate time tracking.
  • Support managers can invoice timesheets marked as billable for accurate billing.
• Flexible Ticket Management: Stages, Types and Subjects:
  • Managers can customize helpdesk ticket stages, types, and subjects to align with specific business requirements.
• Detailed Activity Tracking for Support Tickets:
  • Visualize ticket activities to enhance tracking, streamline management, and improve prioritization.
• Seamless Website Integration for Support Tickets:
  • A dedicated webpage enables customers to create, view, and search support tickets directly on your website.
• Secure Role Based Access Control System:
  • Support User: Designed to manage tickets efficiently and log timesheets accurately.
  • Support Manager: Responsible for managing tickets, handling invoicing, and overseeing system configurations.
• For more details, please refer to the screenshots below or watch the demo video for a comprehensive overview.

User Access Control: Roles and Responsibilities:

1. Support Manager
2. Support User
3. Customer



Support Manager Blueprint: Roles, Responsibilities and Impact

• Assign tickets to support users or technicians to ensure efficient management and timely resolution of customer issues.
• Utilize the Chatter feature to communicate directly with customers from the ticket form, allowing for timely updates and clarifications.
• Log timesheets for support tickets to accurately monitor and manage the time spent on resolving each issue.
• Close resolved tickets and generate invoices or bills for paid support directly from the ticket form to simplify and streamline the billing process.
• Generate invoices or bills from the timesheets list view for all logged billable hours, ensuring accurate tracking of support costs.
• Create and manage project tasks linked to tickets to enable detailed tracking and streamlined resolution workflows.
• Manage key configurations under the Configuration menu in tickets, including ticket stages, types, and subject categories, to maintain a structured and organized helpdesk system.



Support User Responsibilities: Enhancing Service Quality

• Actively manage assigned tickets and provide timely updates to customers using the Chatter functionality.
• Accurately record time spent resolving each ticket in timesheets to ensure proper tracking and billing.
• Collaborate with the support manager to review ticket details, address challenges, and manage escalations.
• Manage tasks linked to tickets within the project module to ensure efficient resolution and alignment with project objectives.
• Create and print detailed PDF reports of tickets as needed for record keeping or customer sharing.



Customer Support Excellence: Key Roles and Responsibilities

• Submit support tickets directly from the website by completing a form and attaching any relevant documents or files.
• Search for previously submitted tickets through the portal to easily track the progress of ongoing issues.
• Access a detailed portal view of all submitted tickets, including their status and updates, for enhanced transparency and easy monitoring.
• Use the Chatter feature on the portal to communicate with the support team, facilitating effective collaboration and faster resolutions.

The Ultimate Menu Guide:

• Helpdesk
• Helpdesk
• Helpdesk Tickets
• Analytic Account
• Analytic Accounts
• Invoicing
• Timesheets to Invoice
• Configuration
• Helpdesk Teams
• Stages
• Ticket Types
• Type Of Subject

Sample Users for Testing: Demonstration Screenshots:

Role	Name
Support Manager	Peter Pinaker
Support User	Martin Luther
Customer	Colleen Diaz

Support Ticket Submission Form for Logged in Portal Users

Completed Support Ticket Form for Portal Users

Thank You for Your Support Request

Detailed Ticket Form View for Backend Users

Support User or Manager Communicating with Customers via Chatter in the Backend

Message Successfully Sent to Customer via Chatter

Helpdesk Ticket: Work In Progress Stage in the Backend

Helpdesk Ticket: Needs More Information Stage in the Backend

Helpdesk Ticket: Needs Reply Stage in the Backend

Optimized Task Handling: Support Manager Create Tasks from Helpdesk Form

Helpdesk Ticket Form: Quick Access to Tasks Smart Button

Quick Access to Task Form from Ticket Smart Button in the Backend

Manage Support Tasks: Timesheet Filling After Ticket Assignment

Efficient Invoicing: Support Manager Adds Invoice Lines from Helpdesk

Backend Helpdesk Form: Create Invoice for Helpdesk Ticket

Simplified Invoicing: Automatic Reference Updates in Backend

Backend Helpdesk Ticket: Access Invoice Form via Smart Button

Intelligent Analytic Account: Smart Button for Ticket Insights

Quick Access to Analytic Account Details from Helpdesk Ticket

Backend Helpdesk Ticket: Mark as Closed with Set to Close Button

Backend Helpdesk Management: Support Manager Closes Ticket

Backend Helpdesk: Automated Email After Ticket Closure

Portal Feedback: Access Form Directly from Email Invitation

Feedback Acknowledgment: Thank You for Your Valuable Insights

Backend Helpdesk: Auto Populated Customer Rating from Feedback Form

Azure Interior Portal: Access Tickets from My Account Menu

Customer Portal: View Helpdesk Tickets in a Organized List

Integrated Chatter in Helpdesk Ticket Form for Seamless Communication

Backend Integration: Chatter Message Sent Directly from Ticket Form

Organize and Manage Attachments Directly from Ticket Form in Backend

Attachment Overview: List View Access from Manage Menu in Backend

Effortless Ticket Tracking: Kanban View for Helpdesk Management

Streamlined Support: List View for Efficient Helpdesk Management

Support Schedule: Visualize Tickets with Calendar Insights

Ticket Insights: Organize and Analyze with Pivot View

Pivot View for Ticket Insights: Grouped by Analytic Account

Tracking Support Trends: Helpdesk Ticket Report in Line Chart Format

Visualizing Ticket Distribution: Line Chart for Helpdesk Reports

Data Visualization: Helpdesk Report in Pie Chart Format

Visualize Helpdesk Data: Bar Chart Grouped by Analytic Account

Visualize Helpdesk Data: Line Chart Grouped by Analytic Account

Visualize Helpdesk Data: Pie Chart Grouped by Analytic Account

Ticket Trends Across States: Bar Chart for Helpdesk Data

Tracking Support Trends by State: Helpdesk Report in Line Chart Format

Visualizing Support by State: Pie Chart for Helpdesk Analysis

Manage Support Tickets: PDF Report Menu

Comprehensive Support Ticket Report (PDF)

A Guide for the Analytic Account Menu in Helpdesk

Configuration of Prepaid Hours for Customer Analytics Accounts

Display Prepaid Hours Status on Ticket Forms

Configuring Price Rates and Products on the Customer Form

Managing Tickets with the Smart Button and Ticket List on Customer Forms

Configuring Products and Price Rates in Projects Based on Customer Selection

Configuring Products and Price Rates in Tasks Based on Project Selection

Creating Customer Invoices from Timesheet Lines

Billable timesheet lines that have not been invoiced will be the only ones displayed by the system.

Select the timesheet entries for customer invoice creation.

Click the Make Invoice wizard action to generate the customer invoice

Click the Create Invoice button in the Make Invoice Wizard

Customer Invoices Automatically Created After Running the Wizard

Open the Customer Invoice Created from the Make Invoice Wizard

Billable Hours, Time In, and Time Out on Timesheets [Odoo Standard]

Configuring Helpdesk Stages for Seamless Support Management

Helpdesk Ticket Types Setup: A Comprehensive Guide

Configuring Helpdesk Subject Types for Better Ticket Management

Search for Tickets in the Portal

Ticket Number Error: Please check the number and enter it again

Viewing and Searching Customer Tickets

Open the Ticket Form View Using the Check Status Button

Ticket Activity View: Monitor Updates and Changes

Managing Support Tickets in Kanban View with Clock Activities

Managing Support Tickets with Scheduled Activities

Support Manager Group Configuration for Users

Support User Group Configuration for Users

Configuring the Helpdesk Team List View

Create multiple helpdesk teams and allocate tickets to the teams best suited for handling and resolving them.

Backend Support Team Form View Setup

If a support team is set as the default, any new tickets created from the website will be automatically assigned to that team. However, this assignment can be adjusted later on the ticket form, providing flexibility in managing the ticket's responsibilities.

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