| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
Discuss (mail)
|
| Lines of code | 3807 |
| Technical Name |
ea_helpdesk_app |
| License | LGPL-3 |
| Website | https://www.erpartists.com |
Helpdesk Management
An elegant, fully-featured support ticket system to organize teams, track SLAs, manage portal inquiries, and resolve customer issues with maximum efficiency.
Key Features Overview
Powerful tools designed to simplify your customer support workflow and boost agent productivity.
Smart Ticket Tracking
Manage issues visually with a drag-and-drop Kanban board, priority markers, and sequence orders.
Flexible Team Routing
Organize operators into dedicated teams with clear leaders, workload visibility, and company filters.
Customer Portal Support
Empower clients to submit forms, track ticket states, download attachments, and view live chatter.
Hierarchical Categories
Structure complex issues under multi-level parent-child groups with individual portal visibility toggles.
Inquiry Origin Channels
Track incoming inquiry channels (Email, Portal, Phone, Chat) and auto-create tickets from email aliases.
Duplicate Ticket Wizard
Keep your database clean by identifying, linking, and closing duplicate support requests with a smart wizard.
Smart Ticket Management
Manage customer inquiries visually through customized pipeline stages, priority levels, and color-coded tags. Optimize your support flow, keep agents aligned, and reduce ticket resolution times.
- Interactive drag-and-drop Kanban workflow
- Rich form views with description editors and chatter
- Dynamic priority flags and tags categorization
Collaborative Support Teams
Group operators into functional teams with dedicated leaders. Manage specific email aliases, track team workloads, isolate tickets by company, and monitor open or unassigned ticket metrics in real-time.
- Explicit team leader assignment & member roles
- Real-time team ticket statistics computation
- Dedicated incoming email aliases per team
Empowering Customer Portal
Deliver an exceptional self-service portal. Enable customers to easily submit new tickets, select appropriate categories, track live progress, download files, and communicate with support agents through the active chatter thread.
- Interactive, responsive portal submission forms
- Full portal chatter history & agent communication
- Secure attachment uploads and downloads
Hierarchical Categories
Build a structured, tree-like catalog of your support categories. Organize tickets under parent and child categories, configure which categories should be exposed on the portal, and enforce proper company boundaries.
- Unlimited parent-child nested category levels
- Independent "Show in Portal Form" toggles
- Automatic complete name compilation (Parent / Child)
Diverse Inquiry Channels
Capture support requests from multiple channels—Email, Portal, Phone, or Chat. Identify where your tickets originate, analyze communication performance per channel, and assign default behaviors to streamline entry.
- Track and catalog ticket origin points
- Enable custom incoming mail processing via cron
- Automatic default channel tags (e.g. Email for mail gateways)
Color-Coded Labeling
Classify tickets dynamically using custom color indices. Group tickets with visual tags on Kanban cards, enable rapid search and filtering, and enforce company-specific tag visibility across your support teams.
- Interactive, color-indexed tag creation
- Enhanced Kanban card readability with color tags
- Full isolation of tags by company boundary
Custom Pipeline Stages
Map out your exact customer support pipeline. Define custom stages (e.g., New, In Progress, Pending, Resolved), associate automated email notification templates, and restrict portal closure permissions.
- Automated email template dispatch upon entering a stage
- "Allow Portal Closing" toggle to protect ticket statuses
- Unattended & closed state tracking configurations
Centralized System Settings
Fine-tune your support center with a dedicated configuration dashboard. Toggle portal form field visibility, enforce validation requirements, enable automated duplicate tracking, and control agent assignment rules.
- Portal Field Controls: Toggle Category and Team fields as visible/required on customer forms.
- Duplicate Ticket stage: Define target stage (e.g. New) to automatically route duplicate inquiries.
- User Auto-Assignment: Instantly auto-assign newly created tickets to eliminate manual triage.
Team Performance Dashboard
Gain a bird's-eye view of your support operations with a dynamic, real-time dashboard. Track ticket volume, workload distribution, and team-specific performance indicators at a single glance.
- Team-Wise Performance: Group metrics by functional support teams like Localization, Helpdesk, or Consultants.
- Actionable Count Indicators: Instantly view the exact number of tickets in the backlog ("To Do" count).
- Smart Filter Statuses: Monitor critical ticket categories, including Unassigned, Unattended, and High Priority.
Structured Tickets List View
Manage, prioritize, and track all customer support requests from a clean, tabular list view. Sort and filter tickets dynamically to keep your support queue highly organized and efficient.
- Priority & SLA Triage: Utilize star-based priority ratings to instantly spotlight critical, high-impact issues.
- Comprehensive Metadata: View tickets complete with numbering, partner names, assigned agents, and custom tags.
- Color-Coded Status Badges: Track live pipeline stages (New, In Progress, Awaiting, Done, Cancelled) at a glance.
Reporting & Ticket Analysis
Unlock deep business intelligence with advanced ticket reporting. Group, filter, and aggregate your support data dynamically to measure agent performance and customer satisfaction.
- Dynamic Pivot Table Analysis: Group ticket count data by teams and date ranges (e.g. June 2026).
- Custom Support Metrics: Easily analyze performance across Localization, Helpdesk, and Consultant teams.
- Flexible Data Exports: Instantly expand or flip axes, filter by measures, and download reports to Excel.
Helpdesk Setup Workflow
Follow our quick and structured process to launch your modernized, high-performance customer support system.
Install App
Activate the module in Odoo 19 to instantly deploy support structures.
Define Teams
Group operators, set leaders, and configure dedicated email aliases.
Set Categories
Structure hierarchical parent-child categories & portal controls.
Portal Rules
Configure visible fields & closure rights for clients.
Resolve & Track
Process tickets, chat with customers, and monitor SLA stages.
Frequently Asked Questions
Got questions? We have answers. Discover how the Helpdesk system adapts to your unique workflow.
Q Can customers select their support team on the portal?
Yes. In the Helpdesk settings, you can completely control which teams are visible to portal users and configure whether the field is optional or mandatory.
Q Is this module compatible with Odoo 19 Community Edition?
Absolutely. The module is fully upgraded, rigorously tested, and optimized for maximum performance on both Odoo 19 Community and Enterprise Editions.
Q Can I automate email notifications upon stage updates?
Yes. You can link standard Odoo email templates directly to ticket stages, triggering automated notifications to clients and followers whenever a stage update occurs.
Q Does the module support multi-company operations?
Yes. Standard Odoo multi-company security rules are fully supported and strictly enforced across all teams, categories, channels, stages, and tickets.
Made with by ERP Artists for the Odoo Community.
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