| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
Discuss (mail)
|
| Lines of code | 2677 |
| Technical Name |
helpdesk_advanced |
| License | OPL-1 |
| Website | https://apps.odoo.com |
| Versions | 18.0 19.0 |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
Discuss (mail)
|
| Lines of code | 2677 |
| Technical Name |
helpdesk_advanced |
| License | OPL-1 |
| Website | https://apps.odoo.com |
| Versions | 18.0 19.0 |
Helpdesk & Ticketing
Self-contained ticketing with SLA policies, auto-routing, knowledge base and CSAT
A self-contained helpdesk application with its own tickets, stages and teams - no Enterprise helpdesk required. SLA policies, scheduled ticket routing, a knowledge base with automatic article suggestions, customer satisfaction surveys, time tracking and canned responses.
Key Features
Self-Contained Ticketing
Tickets with priority, customer, assigned agent, team, configurable stages, tags and chatter. Kanban, list, form and search views with SLA and routing filters and grouping. No Enterprise helpdesk required.
SLA Policies & Escalation
Priority-, customer- and team-specific policies plus a default. Policies are applied on ticket creation. A scheduled job (every 15 min) marks tickets On Track / Warning / Breached and, on breach, raises priority, notifies the team leader by email and posts a chatter note.
Automatic Ticket Routing
A scheduled job (every 5 min) routes unassigned tickets. Optional AI routing via OpenAI (bring your own key) with a keyword / rule-based fallback selects the least-loaded agent on the chosen team, who is then notified by email.
Knowledge Base
Articles with content, summary, category, tags, publish / unpublish, a view counter, helpful votes and computed helpfulness rate. On ticket creation, relevant articles are suggested automatically (AI semantic match via OpenAI embeddings, with a keyword fallback).
Customer Satisfaction (CSAT)
A survey email is sent automatically when a ticket is closed and by a daily scheduled job. The CSAT score and comment are stored on the ticket.
Time Tracking & Canned Responses
Log time per ticket with a billable flag; total and billable time are computed. A canned-response library with shortcut, category, per-team availability and a usage counter speeds up replies.
Team Metrics & Notifications
Per-team 30-day average response and resolution time, SLA compliance rate and open-ticket count. Email notifications for ticket created (customer), ticket assigned (agent), SLA breach (team leader) and CSAT survey.
Screenshots
Canned Responses
Kb Categories
Sla Policies
Stages
Teams
Why Choose This Module
A complete, self-contained helpdesk: tickets, stages and teams with SLA policies, scheduled routing and breach escalation, an article-suggesting knowledge base, CSAT surveys, time tracking and canned responses - all native Odoo, with optional OpenAI for routing and article matching.
Specifications
- Compatible: Odoo 18.0 / 19.0
- License: OPL-1
- Languages: 35+
- Author: Pokutsoft
- Dependencies: mail, portal, resource
- Support: support@pokutsoft.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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