HelpDesk ITSM
Turn Odoo Helpdesk into a full ITSM desk â ITIL priority, SLA groups, recurring tickets and service catalogue, on top of the Helpdesk you already use.
Why this module
Native Odoo Helpdesk manages tickets well, but stops short of ITSM discipline: priority is picked by hand instead of derived from impact and urgency, SLAs are flat, routine preventive work has to be recreated every time, and there is no service catalogue to classify what was actually requested.
HelpDesk ITSM adds those layers directly on the standard Helpdesk â no parallel app, no migration. Your agents keep the interface they know; the desk gains the structure an IT service team needs to run by the book.
Impact × Urgency → automatic priority
Define your own Impacts and Urgencies, then map every combination to a priority in a single matrix. Every ticket is scored the moment impact and urgency are set â consistent, auditable, and still overridable by hand when a case calls for it.
Recurring scheduled tickets
For preventive maintenance and routine checks that must never be forgotten. Set an interval â daily, weekly, monthly or a specific day of the month â pick the team and template, and a scheduled action opens each ticket on time, automatically.
Ticket templates & activity plans
Standardise recurring requests: a template pre-fills the subject, description and team, and an attached activity plan fans out the follow-up tasks automatically when the ticket is created â so onboarding, outages and access requests always follow the same steps.
SLA groups
Bundle several SLA policies into a named group and apply them together â one “Standard Support” or “Premium Support” bundle instead of wiring each policy per team, with deadline alerts for technicians and managers.
More in the box
| Service catalogue | Classify every ticket by category, subcategory and service item, so reporting reflects what was actually requested â not just a free-text subject. |
| Ticket merge wizard | Consolidate duplicate tickets into one master, carrying over messages and activities so nothing is lost in the merge. |
| Partner email domains |
Attach email domains (e.g. @company.com) to a customer so inbound
tickets resolve to the right partner automatically.
|
| Headquarters / branch hierarchy | Group customer sites under a parent company for consolidated SLA handling and reporting across a whole account. |
| Required fields to close | Enforce, per company, that a ticket can only be closed once the fields your process demands are filled in. |
| Reply-to-reopen handling | A customer email reply on a resolved ticket reopens it (or opens a fresh one), so no follow-up falls through the cracks. |
| SLA fulfilment analysis | A dedicated report to pivot SLA compliance by team, agent and priority, plus a per-partner SLA summary PDF. |
Getting started
- Under Helpdesk → Configuration, create your Impacts, Urgencies and the Priority Matrix that maps them.
- Optionally define SLA groups, ticket templates and recurring schedules for the workflows your team repeats.
- Recurring tickets are created by a scheduled action â no manual trigger needed once a schedule is active.
Scope & compatibility
- Odoo 19.0 Enterprise â extends the
helpdeskapplication. - Builds on native Helpdesk; it augments the standard desk rather than replacing it.
- Computed priority remains manually overridable â the matrix sets a consistent default, the agent keeps the final say.
- Recurring tickets depend on Odoo's scheduled actions being enabled (default in any standard deployment).
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Helpdesk (helpdesk)
• Discuss (mail) |
| Lines of code | 2986 |
| Technical Name |
helpdesk_itsm |
| License | OPL-1 |
| Website | https://gonexview.com |
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