| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 1129 |
| Technical Name |
epoch_helpdesk_ai_classifier |
| License | OPL-1 |
| Website | https://epochai.io |
| Versions | 18.0 19.0 |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 1129 |
| Technical Name |
epoch_helpdesk_ai_classifier |
| License | OPL-1 |
| Website | https://epochai.io |
| Versions | 18.0 19.0 |
Helpdesk AI Classifier
Auto-tag tickets, set priority, and keep your SLA matrix consistent — powered by the LLM of your choice.
17+ pre-configured providers. OpenAI, Anthropic, Google Gemini, DeepSeek, xAI Grok, Mistral, Groq, Cerebras, Together, Fireworks, Nebius, SiliconFlow, DeepInfra, Hyperbolic, Novita, OpenRouter, Cohere — or plug in anything OpenAI-compatible.
What It Does
Smart Tagging
Reads the ticket subject and description, picks the best matching existing tag, or proposes a new one when allowed.
Priority Suggestion
Recommends a priority — Low, Medium, High, or Urgent — based on the ticket content and your team context.
SLA Coverage
Ensures every (tag, priority) combination on the team has an SLA. Creates a new SLA when the matrix has a gap.
A ticket auto-tagged, prioritised, and SLA-matched on creation.
Works With Every Major Provider
Pick from a curated catalog of providers and reference models, or add your own. Every integration uses the standard OpenAI chat-completions wire format, so anything compatible works out of the box.
Hosted Frontier Models
- OpenAI — GPT-4o, GPT-4.1, GPT-5 family
- Anthropic — Claude Opus 4.7, Sonnet 4.6, Haiku 4.5
- Google — Gemini 3.1 Pro, Gemini 3 Flash, Gemma
- xAI — Grok 4, Grok Code Fast
- Mistral — Medium 3.5, Large, Codestral
- DeepSeek — V4 Pro, V4 Flash, Reasoner
- Cohere — Command A, Command R+
Open-Weight & High-Throughput
- Groq — Llama 4 Maverick/Scout, Qwen3 (LPU speed)
- Cerebras — Llama 4 Scout, Qwen3 Coder 480B
- Together — Qwen 3.5 235B, GLM-5.1, Nemotron
- Fireworks, Nebius, SiliconFlow, DeepInfra
- Hyperbolic, Novita
- OpenRouter — one key for everything
17 providers shipped pre-configured. Add your own in two clicks.
60 curated reference models across every provider — pick one and go.
How It Works
1. Configure
Go to Settings → Helpdesk AI → AI Classifier. Enable the feature, pick a model from the catalog, and paste an API key. Per-company configuration is supported out of the box.
2. Auto-Classify on Create
New tickets are classified the moment they hit the system: an appropriate tag is applied, a priority is set, and an SLA is matched or created.
3. Re-Classify Anytime
An AI Classify button on the ticket form lets agents re-run the classifier on demand — useful after an updated description or a customer reply.
4. Full Audit Trail
Every classification is logged: prompt, raw response, applied tags, created tags, matched/created SLA, model used, and any errors. Findable under Helpdesk → Configuration → AI Classifier → Classification Logs.
One settings page. Enable, pick a model, paste a key — done.
Every classification logged: prompt, response, applied tags, matched SLA.
Configuration Options
- Enable AI Classifier — per-company switch.
- AI Model — pick from the catalog or add your own.
- API Key — on the company or on the provider.
- Auto-classify on creation — toggle inline classification.
- Auto-create missing tags — let the LLM coin new tags or restrict to the existing taxonomy.
- Auto-create missing SLAs — close gaps in the SLA matrix automatically.
- Default SLA hours — fallback resolution time when the LLM does not return a recommendation.
Requirements
- Odoo 19 Enterprise with the Helpdesk module.
- Python package:
openai(pip install openai). - API key for the provider you choose.
Support
Built and maintained by EpochAI.
Questions, integrations, or custom providers?
Email support@epochai.io
or visit epochai.io.
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.
Please log in to comment on this module