Helpdesk Community
Enterprise-grade support desk - without Enterprise
Give your team a clear, professional way to receive, assign and close customer requests. Helpdesk Community brings tickets, SLA, email-to-ticket, a customer portal and reporting to Odoo Community - the features you expect from Enterprise Helpdesk, packaged for SMEs and integrators who stay on Community.
Price: 143.00 USD
Why this module?
Odoo Community has no built-in Helpdesk. Many companies either pay for Enterprise, glue tickets in spreadsheets, or misuse Project/CRM. This app closes that gap with a dedicated support workflow: one inbox for requests, shared teams, measurable SLAs, and a portal your customers already understand.
- For support managers - visibility on open tickets, SLA risk and workload.
- For agents - kanban pipeline, Assign to Me, chatter and activities.
- For customers - create and follow tickets in
/my/tickets, then rate the service. - For integrators - clean Community dependency (
mail,contacts,portal), multi-company ready.
What you get
1. Ticket workspace
- Kanban, list and form views
- Priority, type, tags, assignee, customer
- Stages: New -> In Progress -> Waiting -> Solved
- Assign to Me / Mark as Solved
- Full chatter + activities
2. Teams & email alias
- Support teams with members
- Email alias per team (mail -> ticket)
- Assignment: manual, random or balanced
- Smart button on Contacts
3. SLA policies
- First-response and resolution targets
- Per priority / team / ticket type
- Status: ongoing, reached, failed
- Hourly cron + activity when SLA fails
4. Portal & satisfaction
- Customer portal: list, create, follow, reply
- Auto emails: created / solved / rating request
- CSAT rating after closing
- Secure access token on each ticket
5. Reporting
Pivot and graph analysis: tickets by team / stage / assignee, average hours to first response and to close - so you can prove service quality, not only "feel" it.
Screenshots
Create a ticket - customer, team, priority
Ticket form - SLA, Satisfaction and Portal tabs
Configuration - Teams, Stages, SLA Policies, Types, Tags
Reporting - Tickets Analysis (response & close hours)
How it works (5 minutes)
- Install Helpdesk Community (depends on Mail, Contacts, Portal).
- Open Helpdesk -> Configuration -> Teams, add members, optional email alias.
- Review SLA Policies (Standard / High / Urgent are preloaded).
- Create tickets from My Tickets or receive them by email / portal.
- Move cards in kanban, reply in chatter, click Mark as Solved - the customer gets a rating link.
Helpdesk Community vs Enterprise Helpdesk
| Capability | This module | Enterprise |
|---|---|---|
| Tickets, teams, stages, kanban | Yes | Yes |
| Email alias -> ticket | Yes | Yes |
| SLA first response + resolution | Yes | Yes |
| Customer portal + rating | Yes | Yes |
| Reporting (pivot / graph) | Yes | Yes |
| Live Chat / Field Service / Forum | - | Yes |
| Works on Odoo Community | Yes | No |
Ideal when you need a serious helpdesk on Community without migrating the whole stack to Enterprise.
Compatibility & packaging
- Odoo 17.0 / 18.0 / 19.0
- Technical name:
merkago_helpdesk - License: OPL-1
- Price on Apps: 143.00 USD
- Dependencies:
mail,contacts,portal- no Enterprise modules
Support - AKREM.KHELIFI - Merkago
Email: akremkhelifi07@gmail.com
WhatsApp: +216 54 444 373
Website: https://merkago.net
Installation help and configuration guidance included with your purchase.
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Contacts (contacts)
• Discuss (mail) |
| Lines of code | 1768 |
| Technical Name |
merkago_helpdesk |
| License | OPL-1 |
| Website | https://merkago.net |
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