| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
Discuss (mail)
|
| Lines of code | 1507 |
| Technical Name |
cerevantix_helpdesk_management |
| License | OPL-1 |
| Website | https://cerevantix.com |
| Versions | 17.0 18.0 19.0 |
Customer support that stays accountable
Capture, triage, assign and resolve support tickets with real SLA enforcement, a self-service customer portal and canned replies — a full helpdesk built natively on Odoo Community.
Since Odoo made Helpdesk Enterprise-only, Community teams juggle support through shared inboxes and spreadsheets. Requests get dropped, no SLA is enforced, resolution time is invisible, and customers cannot see their own tickets.
One agent-first helpdesk where every ticket runs a clear stage pipeline, SLA status is visible at a glance, canned replies speed answers, and customers submit and track their own requests from the Odoo portal.
Everything your support team needs
Every capability below is implemented in the module.
Configurable Ticket Pipeline
Track every request through custom stages on a drag-and-drop kanban, list and form, with priorities, tags, ticket types and auto-numbered references.
Teams & Smart Assignment
Route tickets to support teams with manual, balanced least-busy or random assignment, and control access with clear Agent and Manager roles.
SLA Policies & Live Status
Define response and resolution targets by priority, team and type, then see On Track, At Risk, Breached or Met at a glance on the ticket, list and kanban.
Customer Self-Service Portal
Customers submit new tickets, follow real-time status and read replies from a mobile-responsive Odoo portal, cutting inbound email load.
Canned Quick Replies
Build a library of reusable answers with shortcuts so agents stop retyping responses to the questions customers ask most often.
Automated Email Updates
Send an acknowledgement on creation, a notice on every stage change and a post-resolution feedback request — all from editable mail templates.
Internal Notes & Collaboration
Native chatter keeps private agent notes and activities separate from the customer-visible conversation, so teams coordinate without exposing internals.
Ratings & Feedback
Collect a customer satisfaction rating and written feedback after a ticket is resolved, giving you a measurable read on service quality.
Analytics & Bulk Actions
Analyse load, resolution time and SLA compliance with pivot and graph views, and mass-update stage, assignee, team or priority across many tickets at once.
How it works
Configure
Set up teams, stages, ticket types and SLA policies.
Capture
Tickets arrive from the customer portal or are logged by agents.
Resolve
Assign, reply with canned responses and keep SLAs on track.
Measure
Collect ratings and review analytics on load and SLA compliance.
See it in action
Real screens from the module, captured on Odoo 17.
The ticket pipeline kanban, grouped by stage with priority stars, tags and SLA badges on every card.
The ticket list showing customer, team, assignee, priority, SLA status and stage, with breached rows highlighted.
A ticket form with the stage statusbar, Assign and Close actions, the SLA panel, dates and tags.
SLA policies mapping priority, team and type to a target stage within a set number of hours.
Pivot analysis of tickets by team and stage for a quick read on backlog distribution.
A stacked graph of tickets per team, coloured by SLA status to surface where service is at risk.
Support teams with their members, assignment method and live open and total ticket counts.
A team record with its members, the stages it uses and an open-tickets stat button.
Fully configurable stages with closing and kanban-folding flags to match your support process.
A canned quick-reply library with shortcuts, so common answers are one lookup away.
Frequently asked
Does this need Odoo Enterprise?
No. The module runs on Odoo Community and depends only on the standard Mail and Portal apps, giving Community users a full helpdesk without the Enterprise licence.
How do the SLA policies work?
Each policy matches tickets by minimum priority, team and type, and sets a target stage that must be reached within a number of hours. The ticket then shows On Track, At Risk, Breached or Met automatically.
Can customers submit and track their own tickets?
Yes. Portal users open new tickets from a self-service form and follow status and replies on any device. Access rules keep each customer limited to their own tickets.
Are customers emailed automatically?
Yes. Editable mail templates send an acknowledgement when a ticket is created, a notice on each stage change, and a feedback request once it is resolved.
Get in Touch
Have questions or need customization? Every purchase includes 30 days of free support — we are here to help.
Visit Our Website
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A support-agent-first helpdesk with SLAs, a customer portal and analytics, built natively on Odoo Community.
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
Discuss (mail)
|
| Lines of code | 1507 |
| Technical Name |
cerevantix_helpdesk_management |
| License | OPL-1 |
| Website | https://cerevantix.com |
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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