Helpdesk Website Request with Working Hours & Holidays

This Odoo application allows you to set default working hours from the configuration. When a user creates a ticket through the website portal, they can view the working hours and the upcoming holidays directly on the website portal.

Main Features:

• Allow users to create helpdesk tickets via the website portal.
• Show working hours and upcoming holidays on the website portal so users can easily see this information when creating a ticket.
• Automatically update working hours and holidays on the website portal when changed in the system
• Set default working hours from the configuration settings.

There are 2 options to create Ticket from portal

If you want to see the working hours and upcoming holidays while creating a ticket, you can view them by clicking the 'Working Hours' button

Then a popup will open where you can view these details.

After filling in the ticket details, click on 'Submit' button to create the ticket

You can see your helpdesk ticket has been successfully created!

Backend : Ticket created successfully

Helpdesk Portal Signature

Helpdesk Portal Signature allows users to sign helpdesk tickets directly from the website portal. It’s useful when you need confirmation from the customer or employee for any helpdesk request.

Main Features:

• Sign helpdesk tickets from the website portal
• Helpful for approval or confirmation of work done

Sign Helpdesk Ticket

Add Signature and click on Accept & Sign

Website Portal : Signature is added

Backend : Signature is added with Full Name and Signature Datetime

Helpdesk Portal Cancel Close Ticket

Helpdesk Portal Cancel/Close Ticket allows users to cancel or close helpdesk tickets directly from the website portal. It gives customers or employees more control over their own tickets.

Main Features:

• Cancel or Close Helpdesk Tickets from website portal
• Makes the ticket process more flexible and user-friendly

Allow user to access this feature

Close Ticket from Website Portal (This process same for cancelled ticket)

Website Portal: Ticket is Closed

Backend: Ticket is Closed

Helpdesk Ticket Tracking

Helpdesk Ticket Tracking allows users to track helpdesk tickets from the website portal. Users can simply enter the ticket number to check its basic details.

Main Features:

• Track helpdesk tickets from the website
• No need to log in to check ticket updates

Ticket is tracked and basic information is displayed

Helpdesk Document Management

Helpdesk Document allows you to link documents to helpdesk tickets. It helps you keep all related files in one place.

Main Features:

• Attach documents to helpdesk tickets
• Open attached documents directly from the ticket
• Useful for storing reports, screenshots, or any related files

Documents attached to Helpdesk Ticket

Helpdesk Solution

Helpdesk Solution lets you add solution details to helpdesk tickets. After solving a ticket, you can write the solution and add related images.

Main Features:

• Add solution details to the ticket
• Upload multiple images with the solution
• Solution is also visible on the website portal
• Helps customers understand how their issue was fixed

Add solution details with multiple images

Mark ticket as done after solution is added

Solution visible on customer portal

Helpdesk Start End Time

Helpdesk Start End Time adds Start and Stop buttons to helpdesk tickets. Click Start when work begins and Stop when it's done. It records the time automatically as a timesheet entry, so you can easily see how long it took to solve the issue.

Key Features:

• Automatically logs time spent as a timesheet entry
• Helps track work duration for each ticket

Start time tracking for a ticket

Timesheet entry with start time recorded

Stop time tracking when work is complete

Completed timesheet entry with duration

Helpdesk Multi-User Assignment

Helpdesk Multi User allows you to assign multiple users to a single helpdesk ticket. It’s useful when more than one person is working on the same issue.

Key Features:

• Assign multiple users to a helpdesk ticket
• Enable or disable from Helpdesk Settings
• Helps in better teamwork and faster resolution

Activate multi-user assignment feature

Assign multiple users to a helpdesk ticket

Helpdesk Due Date Reminder

Helpdesk Due Reminder lets you set a reminder due date on helpdesk tickets. On the due date, a reminder email is automatically sent to the assigned user.

Key Features:

• Set reminder due date on tickets
• Sends email reminder to the assigned user on due date
• Enable/disable from Helpdesk Settings
• Set specific stages for when reminders should be sent

Configure reminder settings by ticket stage

Set reminder due dates on tickets

Automatic reminder email notification

Helpdesk Sub-Ticket System

Helpdesk Sub Ticket allows you to create multiple sub-tickets for a main helpdesk ticket, making it easier to manage related tasks.

Key Features:

• Create multiple sub-tickets for a helpdesk ticket
• Easily navigate between the main ticket and sub-tickets
• Helps organize and track related issues separately

Activate sub-ticket functionality

Create new sub-tickets from parent ticket

View linked sub-tickets on parent ticket

Helpdesk Ticket Merging

Merge Helpdesk Ticket allows you to merge multiple helpdesk tickets into one new ticket. It's useful when several tickets are raised for the same issue or customer, helping you keep things organized and avoid confusion. Instead of dealing with multiple tickets for the same problem, you can combine them into a single ticket for easier management.

Key Benefits:

• Merge similar tickets into a single, new ticket
• Choose the Merge Action while combining tickets
• Ensures better ticket management by eliminating duplicate issues
• Only accessible by users with the Allow Merge Helpdesk Ticket permission

Configure new merged ticket details

Review selected tickets for merging

Execute the merge operation

Successfully created merged ticket

Access original tickets from merged ticket

Original tickets automatically closed

Helpdesk Ticket Stage Change History

Helpdesk Ticket Stage Change History tracks and logs the stage history of helpdesk tickets. Whenever a ticket is moved from one stage to another, the app automatically logs the change, allowing you to see a detailed record of the ticket’s journey through different stages.

Key Features:

• Tracks and logs every stage change of a helpdesk ticket
• View how much time a ticket stayed in each stage
• A dedicated Stage Change History menu to access stage change logs for multiple tickets
• Accessible only by users with the Allow Helpdesk Ticket Stage Change History permission

Complete stage transition history per ticket

Global stage change tracking dashboard

Helpdesk Mass Assign Tickets

Helpdesk Mass Assign Tickets allows you to assign a team and user to multiple helpdesk tickets at once, making it easier to manage and distribute workloads across your team. Instead of assigning each ticket individually, you can handle bulk assignments efficiently with just a few clicks.

Key Features:

• Assign a team and user to multiple tickets at once
• Streamlines the ticket assignment process for better productivity
• Saves time when managing a large number of tickets
• Only accessible by users with the Allow Assign Mass Ticket permission

Bulk assignment interface for teams and users

Verification of successful bulk assignments

Helpdesk Mass Update Tickets

Helpdesk Mass Update Tickets allows you to update multiple fields in multiple helpdesk tickets at the same time. You can make changes to key ticket details in bulk, saving you time and effort when managing large numbers of tickets.

Key Features:

• Efficiently manage and update multiple tickets in bulk
• Update information like Team, User, Assigned To, Ticket Type, Priority, Category, Sub Category, and Source for multiple tickets at once

Bulk update interface with multiple field options

Sample ticket showing successfully updated fields

Helpdesk Mass Update Tags

Helpdesk Mass Update Tags allows you to update tags for multiple Helpdesk tickets at once. You can select a set of tickets and apply tags to them in bulk, making it easier to manage large volumes of tickets and keep everything organized.

Key Features:

• Update tags across multiple Helpdesk tickets in just a few steps
• Save time by applying tags to several tickets simultaneously
• Choose the tags you need and apply them to the tickets that require thems

Select tags to apply to multiple tickets

Review and confirm tag changes

Helpdesk Ticket Notifications

Helpdesk User Notification sends a notification email to a specific user whenever a new Helpdesk ticket is created. This ensures that the right person is immediately informed about new tickets, improving response times and ticket management.

Key Features:

• Receive email notifications as soon as a new Helpdesk ticket is created.
• Configure which user will receive notifications for new tickets.
• Keep users informed and enhance response efficiency.

Configure notification recipients in settings

New ticket creation interface

Sample notification email sent to configured user

Configure WhatsApp Message template

Configure WhatsApp Message Template allows you to send WhatsApp messages directly to customers from the Helpdesk ticket. You can configure reusable message templates, making it easy to communicate with customers efficiently.

Key Features:

• Set up WhatsApp message templates for quick and consistent communication
• Easily send messages to customers directly from within the Helpdesk ticket
• Tailor message templates to suit various ticket scenarios and customer needs

Initiate WhatsApp message from ticket

Select and send pre-approved message template

Confirmation of successful WhatsApp delivery

Helpdesk Live Chat

Helpdesk Ticket Livechat lets you create a Helpdesk ticket directly from the chat window by typing /ticket. It also saves the chat conversation with the customer in the ticket description, making it easy to track the issue.

Key Features:

• Use the /ticket command to create a Helpdesk ticket during the chat.
• The chat between you and the customer is saved in the ticket description

Create ticket directly from chat using /ticket command

Ticket creation form with chat context

Ticket created confirmation in chat

Click on ticket number to view details

Complete chat history preserved in ticket

Sales-Helpdesk Integration

Sale Helpdesk allows you to create Sale Orders directly from Helpdesk Tickets and vice versa. It links Sale Orders with Helpdesk Tickets, making it easier to manage sales and customer support together.

Key Features:

• You can create multiple Sale Orders from a Helpdesk Ticket
• Sale Orders are automatically connected to the Helpdesk Ticket
• You can also create multiple Helpdesk Tickets from a Sale Order

Enable sales-helpdesk integration feature

Add products to convert ticket to sales order

Create sales order from ticket

Sales order details with ticket reference

Ticket showing linked sales order

Sales order showing ticket details

Create ticket from sales order

Ticket creation form with sales order context

Sales order showing linked ticket

Ticket showing linked sales order details

Purchase-Helpdesk Integration

Purchase Helpdesk allows you to create Purchase Orders directly from Helpdesk Tickets and vice versa. It automatically links the Purchase Orders with Helpdesk Tickets, making it easier to manage purchases and support requests.

Key Features:

• You can create multiple Purchase Orders from a Helpdesk Ticket
• Purchase Orders are automatically linked to the Helpdesk Ticket
• You can also create multiple Helpdesk Tickets from a Purchase Order

Enable purchase-helpdesk integration feature

Add required products to support ticket

Create purchase order from ticket

Two-way linking between ticket and purchase order

Create ticket from purchase order

Complete integration between systems

Invoice-Helpdesk Integration

Invoice Helpdesk allows you to create multiple invoices directly from Helpdesk Tickets and also create multiple Helpdesk Tickets from an invoice. It automatically links invoices with Helpdesk Tickets for better management of financial and support records.

Key Features:

• You can create multiple invoices from a Helpdesk Ticket
• Invoices are automatically linked to the Helpdesk Ticket
• You can create multiple Helpdesk Tickets from an invoice

Enable invoice-helpdesk integration

Add billable products to support ticket

Generate invoice from ticket

Automatic linking between ticket and invoice

Create support ticket from invoice

Complete two-way integration

CRM-Helpdesk Integration

CRM Helpdesk allows you to create Helpdesk Tickets directly from Leads and also create Leads from Helpdesk Tickets. This makes it easier to manage both customer support and sales processes together.

Key Features:

• You can create multiple Helpdesk Tickets directly from a Lead.
• Helpdesk Tickets are automatically linked with the Lead.
• You can create multiple Leads from a Helpdesk Ticket.

Enable CRM-Helpdesk integration feature

Create lead from helpdesk ticket

Lead automatically linked with original ticket

Create helpdesk ticket from lead

Ticket automatically linked with original lead

Filter and analyze tickets by associated leads

Task Helpdesk

This odoo application allows you to create multiple Task from the Helpdesk Ticket

Key Features:

• Create Multiple Tasks from the Helpdesk Tickets.
• Created Task will link automatically with Helpdesk Ticket, so you can easily navigate to the tasks which are created from Ticket.
• Helpdesk Ticket is also linked with the the task, so you can navigate to the Ticket from the Task.

Allow access to the user for this feature

Create Task from Helpdesk Ticket

Task liked with the Helpdesk Ticket

Helpdesk Ticket linked with the Task

Helpdesk Ticket Lock/Unlock in Odoo

The Helpdesk Ticket Lock module provides a secure locking feature that allows users to lock helpdesk tickets while working on them. When a user locks a ticket, the system records a complete history of the lock, including the duration for which the ticket remains locked. Once locked, only the user who applied the lock can edit or unlock the ticket. Other users are strictly restricted from unlocking or editing the ticket. If any other user tries to perform these actions, the system will display a warning message indicating that the ticket is locked by another user. This functionality ensures proper control, avoids editing conflicts, and maintains the security of ticket updates by allowing only the locking user to make changes.

Key Features:

• Ticket Locking Option: Allows a helpdesk user to lock a ticket while working on it to prevent access by others.
• Lock History Tracking: Records which user locked the ticket and the duration for which it remained locked.
• Restricted Access: Once locked, no other user can edit, update, or unlock the ticket.
• Warning Messages: Displays a warning to any user attempting to unlock or edit a ticket locked by another user.
• User-Specific Control: Only the user who locked the ticket has permission to edit or unlock it.

You need to lock the ticket Click on the ‘Lock Ticket’ button to lock the ticket.

Clicking the ‘Lock Ticket’ button will open a popup where you can select the date until which you want to lock the ticket.

Here you can see the message that the ticket has been locked, and except for the admin, no one else can edit it. You can also view the ticket history to see who locked the ticket.

Another user is trying to unlock the ticket by clicking the 'Unlock Ticket' button.

If the user who locked the ticket is not the same user who trying to unlock the ticket than it will raise an waring.

A warning message will also appear if another user attempts to edit the ticket.

Helpdesk Time Slot Report in Odoo

The Helpdesk Time Slot Report module helps you easily manage and track time slots for helpdesk tickets. In the configuration menu, you can create different time slots, and set their start and end times as per your need. When creating a ticket, selecting a time slot will automatically load the corresponding start and end times into the ticket, reducing manual entry and improving accuracy. The module also gives you a Time Slot Analysis Report where you can view ticket distributions across different time slots using pie charts, bar charts, and line charts.It helps you easily find out which time slots are the busiest and gives you a clear idea of your team’s workload. This module makes time slot management simple, smart, and user-friendly.

Key Features:

• Time Slot Configuration : You can easily create and manage different time slots and set their start and end times as per your need.
• Automatic Time Loading in Tickets : When you select a time slot in the ticket, its start and end time will automatically load, saving time and avoiding manual entry.
• Time Slot Analysis Report : The module provides a clear report showing how many tickets were created in each time slot for quick tracking and analysis.
• Graphical Report View : View ticket data in easy-to-understand pie charts, bar charts, and line charts to quickly identify busy time slots.
• Real-Time Data Updates : As tickets are created, reports update automatically.

When selecting the time slot in the ticket, the start and end time will be automatically loaded.

Under the "Reporting" menu of the Helpdesk app, this "Time Slots Analysis" bar chart provides a clear picture of your team's workload. Each bar visually represents how many tickets were created during specific time slots

'Time Slots Analysis' as a line chart

It clearly displays how many tickets were handled during different time slots

'Time Slots Analysis' as a pie chart

Each slice of the pie represents a different time slot, showing you what percentage of your total tickets fall into each period, making it super easy to see where most of the action happens.

Time Slot Analysis Report View

The data is presented in a clear table format that shows each individual helpdesk ticket categorized under its respective time slot. This allows you to easily see how many tickets fall into each time slot and review ticket details grouped by their assigned time periods.

In the Configuration menu, under the Time Slot section, you can create time slots and set their start and end times

Helpdesk Auto Assignment

Automatically assign incoming helpdesk tickets to the correct support team based on filter conditions like source or country. Tickets are shared with team members using rules and each one gets an email with ticket details. This saves time, keeps things organized, and ensures tickets are fairly distributed among the team.

Key Features:

• tomatically assign incoming helpdesk tickets to the appropriate support team based on filter conditions (e.g., stage, team, etc.).
• Support team leader receive an email notification with full ticket details including customer name, email, assigned team, and the time the ticket was received.

Filters are set on the support team to auto-assign tickets based on conditions (e.g., "Stage = New", "Team = A"). Each team member can also have personal filter conditions, displayed below their name.

After clicking the button on the helpdesk team screen, it redirects here and shows the filtered ticket records.

When the "Run Cron", the system checks all tickets against the filter rules (e.g., "Stage = New", "Team = A").

You can see the updated tickets' Team Leader and Team here.

You can see that an email is sent to the team member (Henry), showing the list of Tickets assigned to them along with details like ticket name, email, team, and customer.

Auto Close Helpdesk Ticket

The system is designed to automatically monitor the duration of each support ticket in real-time. Using a configurable threshold set by the admin, tickets that exceed the specified duration are identified by a scheduled automation job. Once the condition is met, these tickets are automatically transitioned to the “Close” stage without any manual intervention. This automation ensures timely resolution of outdated tickets, improves overall support workflow efficiency, and keeps the ticket pipeline clean and up to date.

Key Features:

• Automatically closes helpdesk tickets based on configured duration.
• Works seamlessly with the Helpdesk module’s stage and team setup.
• Improves helpdesk efficiency and reduces overdue tickets.
• Moves tickets to the “Close” stage without manual intervention.
• Supports team-specific close stages for better control.

Automatically close tickets if there’s no activity for a set number of days. Configured per team using the "No Changes Last Days" setting.

Define the stage as “Closed” and enable the Is Close option to mark it as a final stage. Assign the stage to a specific team so that only their tickets are automatically moved here when criteria are met.

Each ticket can be linked to a specific helpdesk team to ensure proper ownership and workflow. The assigned team determines the ticket’s handling process, including automatic closure based on inactivity rules.hen the "Run Cron", the system checks all tickets against the filter rules (e.g., "Stage = New", "Team = A").

A scheduled cron job that automatically closes helpdesk tickets once their inactivity duration is reached. This task runs daily and moves eligible tickets to the Close stage.

When a helpdesk ticket reaches its defined duration, it is automatically transitioned to the Closed stage.