Discord for Helpdesk
Bring your helpdesk to where your team already talks â instant Discord alerts before an SLA slips or a reply goes unseen.
Why this module
IT support teams that live in Discord miss events that only surface inside Odoo: a new ticket lands unassigned, an SLA deadline creeps closer, a customer replies at 11 PM, or an outgoing email silently fails. By the time someone opens the Helpdesk inbox, the SLA is breached or the customer has waited all night. This module pushes those events into your Discord channels the moment they happen, through configurable triggers you control.
Event-driven triggers with templated messages
Map helpdesk events to Discord webhooks. Each trigger carries a message template with
{{ ticket.⦠}} placeholders, an embed color, and optional Embed Fields â so
the notification reads exactly how your team wants it. Scope a trigger to specific teams or
leave it global.
The events that actually matter
Five event types fire notifications, each tuned to a moment when silence costs you:
| New ticket | Post every new ticket â or only the ones created without a technician assigned. |
| SLA deadline alert | When the hourly SLA check detects a deadline approaching, escalate to the channel with technician and admin thresholds and role mentions. |
| After-hours customer reply | A customer message posted outside the team's working hours pings the channel so nobody waits until morning. |
| Outgoing email failure | Every failed outgoing email â the choke point all sends pass through â raises an alert instead of failing silently. |
Getting started
- Create a Discord webhook in your server and paste its URL into a Webhook record under the Discord menu.
- Add triggers, pick the event type and write the message template with
{{ ticket.⦠}}placeholders. - SLA alerts reuse the hourly SLA cron and per-SLA thresholds from Helpdesk ITSM â set those on your SLA policies.
Scope & compatibility
- Odoo 19.0 Enterprise â extends Helpdesk ITSM.
- One-way: it posts to Discord via webhooks; there is no bot and no replying from Discord back into Odoo.
- Webhook posts are synchronous HTTP calls inside the transaction (10-second timeout), with no queue or retry.
| Availability |
Odoo Online
Odoo.sh
On Premise
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| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Community Apps Dependencies | Show |
| Lines of code | 4021 |
| Technical Name |
discord_integration_itsm |
| License | OPL-1 |
| Website | https://gonexview.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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