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.
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.
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.
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.
Diverse Inquiry Channels
Capture support requests from multiple channelsâEmail, Portal, Phone, or Chat. Identify where your tickets originate, analyze communication performance per channel, and assign default behaviors to streamline entry.
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.
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.
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.
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.
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.
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.
Configuration & Setup Guide
Get up and running with your Helpdesk system in five simple steps.
Install the Helpdesk App
Install the module from the Odoo Apps dashboard. Odoo 19 will instantly deploy the support structures.
Define Support Teams
Group your operators, set team leaders, and configure dedicated incoming email aliases.
Configure Ticket Categories
Structure hierarchical parent-child categories, and configure portal form controls.
Set Portal Rules
Determine which fields should be visible/mandatory, and set customer ticket closure rights.
Resolve & Track Tickets
Process tickets using the Kanban or list view, communicate via portal chatter, and track SLA performance.
Frequently Asked Questions
Got questions? We have answers. Discover how the Helpdesk system adapts to your unique workflow.
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.
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.
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.
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.
| 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 |
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