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Helpdesk Management

by
Odoo

$ 63.39

v 19.0 Third Party
Availability
Odoo Online
Odoo.sh
On Premise
Odoo Apps Dependencies Discuss (mail)
Lines of code 2170
Technical Name bs_helpdesk_mgmt
LicenseLGPL-3
Websitehttps://sonrajbrijesh.com
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Helpdesk Management

Full-featured helpdesk ticketing with SLA, customer portal & analytics — built for Odoo 19 Community Edition

Helpdesk Management fills the biggest gap in Odoo Community Edition by delivering an Enterprise-grade customer support system — multi-team ticketing, configurable SLA policies, a self-service customer portal, email-to-ticket integration, and in-depth analytics — all without requiring an Enterprise licence.

🎯 Key Features

🎫 Ticket Management

  • Kanban, List, Form, Pivot, Graph, Calendar & Activity views
  • Auto-numbered tickets (HDT-00001)
  • Priority levels: Low · Medium · High · Urgent
  • Kanban states: In Progress · Ready · Blocked
  • Ticket merging wizard for duplicates
  • Customer & partner linking

👥 Team Management

  • Multiple helpdesk teams with roles & members
  • Auto-assignment: Manual, Random, or Load Balanced
  • Team dashboard with real-time KPIs
  • Email alias — incoming emails auto-create tickets
  • Stage-based email notifications

⏱️ SLA Policies

  • Configurable SLA per team, priority & category
  • Automatic deadline computation (with weekend exclusion)
  • SLA status: Ongoing / Reached / Failed
  • Automated alerts when tickets approach SLA breach
  • Notifications to team leaders on breach

🌐 Customer Portal

  • Self-service portal for customers to view & track tickets
  • Ticket submission with category, priority & file attachments
  • Full communication thread from the portal
  • Customer satisfaction ratings
  • Secure, role-based access

📊 Reporting & Analytics

  • SQL-powered analysis view (pivot, graph, list)
  • Metrics: response time, close time, SLA, volume
  • Filter by team, agent, category, priority, period
  • Group by any dimension for management dashboards

⚙️ Automation

  • Cron: SLA monitoring (hourly, creates activities)
  • Cron: Auto-close inactive "Ready" tickets after 7 days
  • UTM tracking for marketing attribution
  • Multi-company support

📸 Screenshots

Cover Image
Kanban Board Ticket Form Dashboard Customer Portal Analytics Pivot

🚀 Installation

  1. Download and copy the bs_helpdesk_mgmt folder into your Odoo addons directory (or install via the Apps store).
  2. Restart the Odoo server.
  3. Go to Settings → Apps → Update Apps List.
  4. Search for "Helpdesk Management" and click Install.

🔧 Configuration

  1. Teams — Helpdesk → Configuration → Teams → create your support teams.
  2. Stages — configure your ticket workflow (New → In Progress → Waiting → Resolved).
  3. SLA Policies — define time targets per priority and category.
  4. Email Aliases — set up email-to-ticket integration on each team.
  5. Categories & Tags — organise ticket types for clearer reporting.

📦 Dependencies

Standard Odoo modules only — no third-party libraries required:

base · mail · portal · rating · resource · utm

💬 Support

Found a bug or have a question? Open an issue on our website or email sonrajbrijesh@gmail.com.

📄 License

This module is distributed under the LGPL-3 licence.

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