| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Helpdesk (helpdesk)
• Discuss (mail) |
| Lines of code | 3331 |
| Technical Name |
helpdesk_groundcam |
| License | LGPL-3 |
| Website | https://groundcam.io |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Helpdesk (helpdesk)
• Discuss (mail) |
| Lines of code | 3331 |
| Technical Name |
helpdesk_groundcam |
| License | LGPL-3 |
| Website | https://groundcam.io |
Helpdesk GroundCam
Remote video assistance, right inside your Odoo Helpdesk tickets.
What is GroundCam?
A remote video assistance platform designed for support teams.
GroundCam lets a support agent run a live video session with a customer without asking the customer to install anything. The customer simply receives an SMS or an email with a link, opens it, and the session starts in their browser.
This module brings GroundCam into Odoo 19 Helpdesk: agents start, schedule and follow up on video sessions directly from the ticket they are working on. Screenshots and recordings flow back into Odoo automatically so the whole conversation stays in one place.
- No app required â the customer joins from their browser.
- Camera or Screen sharing â stream the phone camera or share the desktop.
- Drawing tools & chat â annotate the live feed and exchange messages.
- Client ratings â collect a 1â5 satisfaction score at the end.
- Tags, closure types, notes â organise and document every session.
- Screenshots & recordings â capture and archive session media.
- Scheduled appointments â book sessions in advance with reminders.
Key features
Start video sessions
Launch a Camera or Screen Sharing session from any helpdesk ticket. The client receives a single-use link, the agent gets an authenticated URL â both in two clicks.
Schedule appointments
Book a video session for later with the appointment wizard. GroundCam sends the reminder, creates the session at the scheduled time, and updates the ticket automatically.
Capture media
Every screenshot and recording is referenced inside Odoo. View online in one click, or save permanently as an attachment on the helpdesk ticket.
Real-time webhooks
Session status, client ratings, appointment updates, screenshot edits and deletions are pushed back to Odoo via signed webhooks â deduplicated by delivery ID.
Multi-language SMS & email
Invitations and reminders are sent to the customer in English, French, German, Spanish, Italian or Portuguese â picked per session, not global.
Resilient by design
Incremental sync every 5 minutes catches any missed webhook delivery. Daily cleanup keeps the webhook log lean. Per-team activation keeps the UI focused.
Screenshots
A video session, one click away from the ticket
Browse every session across every ticket
Session details with screenshots and recordings
All session media, attached to the ticket
Start a session in a focused wizard
Plan video appointments ahead of time
Configure once, monitor your credits
How it works
1. Configure
Paste your GroundCam API key, sync agents, register the webhook, enable GroundCam on the teams that need it.
2. Start
Open a ticket, click Start Session or Schedule Video. The customer receives the link by SMS or email.
3. Capture
During the session, take screenshots, record video, draw on the live feed, exchange chat messages.
4. Archive
Media flows back into Odoo. Save the ones you want as ticket attachments. The ticket chatter logs everything.
Setup in 5 steps
- Get an API key from your GroundCam dashboard (Settings > API Keys). It starts with
gc_live_and is shown only once. - Enter the key in Settings > Helpdesk > GroundCam Video Support and click Verify API Key. Your organisation name and remaining credits appear.
- Sync agents and map each GroundCam agent to its Odoo user.
- Register the webhook so Odoo receives real-time updates. Use Test Webhook to confirm.
- Enable GroundCam on each helpdesk team that should use video support. Only those teams see the buttons.
Requirements
- Odoo 19 Enterprise
- Modules:
helpdesk,phone_validation,bus - Python packages:
requests,phonenumbers - A GroundCam account with API access
Languages
UI translated in French, German, Spanish, Italian, Portuguese. Customer SMS and email notifications additionally support English (default fallback).
License
This module is licensed under LGPL-3.
Need help?
Write to support@groundcam.io.
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