| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
CRM (crm)
• Discuss (mail) • Repairs (repair) • Website (website) • Calendar (calendar) • Contacts (contacts) • Invoicing (account) • Sales (sale_management) • Inventory (stock) • Employees (hr) • Project (project) • Live Chat (im_livechat) |
| Lines of code | 4719 |
| Technical Name |
dotbd_helpdesk_community |
| License | OPL-1 |
| Website | https://dotbdsolutions.com |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
CRM (crm)
• Discuss (mail) • Repairs (repair) • Website (website) • Calendar (calendar) • Contacts (contacts) • Invoicing (account) • Sales (sale_management) • Inventory (stock) • Employees (hr) • Project (project) • Live Chat (im_livechat) |
| Lines of code | 4719 |
| Technical Name |
dotbd_helpdesk_community |
| License | OPL-1 |
| Website | https://dotbdsolutions.com |
Helpdesk Community
Enterprise-grade customer support for Odoo 19 Community Edition. One module — tickets, teams, SLA policies, website forms, live chat, timesheets, repairs and coupons. Same views and workflow as native Odoo Enterprise Helpdesk, no retraining needed.
Key Features
Tickets & Pipeline
Kanban pipeline with stages, priorities, tags, ticket types and activities. List, form, pivot, graph and activity views — the native Odoo Helpdesk layout.
Teams & Dashboard
Multi-team support with a live overview dashboard: open, unassigned, urgent and SLA-failed counters, plus a personal performance banner with daily targets.
SLA Policies
Response and resolution deadlines with working-hours calendars, automatic matching by priority, type and team, pause stages and breach monitoring.
Website Forms
"Create a Ticket" action in the website form builder. Drop a form on any page — submissions become tickets with the customer linked automatically, attachments included.
Live Chat & Chatbot
Type /ticket in a conversation to create tickets, /search_tickets to find them. Chatbot scripts can create tickets automatically with the full chat transcript.
Email & Portal
Email aliases per team turn incoming mail into tickets. Customers follow, comment and close their tickets from the portal. Automatic rating requests on resolution.
After-Sales
Send broken products for repair, generate coupons or gift cards for customers, and convert tickets into CRM leads — all from the ticket form.
Timesheets
Track the time spent on tickets per employee with a running total. Hours land in the standard Timesheets app under the team's project.
Reporting
Ticket analysis, SLA status analysis and customer ratings. Digest KPIs and personal daily targets for agents.
Why this module?
✓ Same views and workflow as native Odoo Enterprise Helpdesk
✓ One single module to install — all integrations included
✓ Automatic ticket assignment: round-robin, workload-based or skill-based
✓ Automatic closing of inactive tickets, per team
✓ Team visibility control: private, company-wide or portal
✓ Works on Odoo 19 Community — no Enterprise subscription needed
See It In Action
Working exactly like the native Odoo Helpdesk.
Overview Dashboard
My Tickets and My Performance banner with daily targets, plus live team cards with open, unassigned, urgent and SLA-failed counters.
Ticket Kanban Pipeline
Drag and drop tickets through stages. Folded Closed and Cancelled columns, progress bars and SLA countdowns on every card.
Ticket Form — Native Layout
Stage statusbar, SLA response and resolution deadlines under the title, Convert to Lead button, and the chatter — identical to Enterprise.
Team Settings
Visibility, automatic assignment (round-robin, workload or skill based), email alias and live chat channels.
Help Center & Performance
Website form, SLA policies, customer ratings and timesheet toggles per team.
Self-Service & After-Sales
Closure by customers, automatic closing of inactive tickets, coupons, gift cards and repairs.
SLA Policies
Ready-made Standard, Priority, Urgent and Universal policies with response and resolution hours.
Stages Configuration
Customizable pipeline stages with fold and rotting thresholds.
Ticket Types & Canned Responses
Incident, Service Request, Problem and Change Request types out of the box, plus reusable canned responses per team.
Advanced Filters & Grouping
My Tickets, Unassigned, priority levels, SLA at risk or breached, Open, Closed, Rotting — plus group by team, stage, status, tags and more.
Reporting
Tickets Analysis pivot and graph, SLA Status Analysis and Customer Ratings.
Chatbot Creates Tickets
Add a "Create Ticket" step to any chatbot script — the visitor's email and the whole conversation become a ticket automatically.
Live Chat on Your Website
The chatbot collects the visitor's email on your website and the ticket appears instantly in the kanban — end-to-end automation.
User Permissions
Three access levels — Helpdesk User, Helpdesk Agent and Helpdesk Manager — assigned per user.
Note: To assign Helpdesk permissions, activate Developer Mode (Settings → General Settings → Developer Tools), then open Settings → Users and tick Helpdesk User / Agent / Manager under Extra Rights.
Support & Resources
Need help? We're here for you!
Dot BD Solutions Limited
Copyright © 2026 Dot BD Solutions Limited. All rights reserved.
Author: Rafiur Rahman Rafit
Licensed under OPL-1
License Notice (OPL-1): This module is protected under the Odoo Proprietary License v1.0. You may install and use it, but modifying, copying, or redistributing the source code is not permitted without prior written permission from Dot BD Solutions Limited. If the module source code is modified without our knowledge, support will not be provided for the modified version. To request a modification license or custom development, please contact us before making any changes — support@dotbdsolutions.com or WhatsApp: +880 1810-025181
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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