| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 1012 |
| Technical Name |
psai_helpdesk_similar |
| License | OPL-1 |
| Website | https://www.easi-soft.fr |
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 1012 |
| Technical Name |
psai_helpdesk_similar |
| License | OPL-1 |
| Website | https://www.easi-soft.fr |
PSAI Helpdesk Similar
Find similar tickets instantly
The problem
Your support agents reinvent the wheel every day. The same printer jam, the same Outlook sync issue, the same VPN drop - handled by different agents, with different solutions, taking 8 to 15 minutes per ticket of pure diagnostic re-work. Past resolutions sit in internal notes, timesheets, and chatter, but nobody finds them.
The solution
PSAI Helpdesk Similar surfaces past tickets at the very moment your agent opens a new one. Top-form yellow banner with the 3 most relevant tickets, dedicated notebook tab with snippet of the resolution, similarity score (1-5 stars), partner boost, time spent. Built on PostgreSQL's native full-text search - no external service required.
Key features
Smart banner
A discreet warning-style alert above the ticket form lists the 3 most relevant past tickets with a similarity score, status badge and time spent. One click jumps to the source ticket.
Dedicated tab
A new "Similar tickets" tab in the notebook lists every candidate with an excerpt of the last internal note (the probable solution), tags, timesheet total and resolving agent. Sortable by score.
PostgreSQL FTS
Native French tsvector + unaccent +
pg_trgm trigram. Two GIN indexes auto-created. No external
service, no API key, no internet dependency. Sub-100ms queries on 50k tickets.
Multi-signal scoring
Composite score 0-1 combining text (55%), trigram (15%), partner boost (20%), category (5%) and recency (5%). Tunable threshold per team.
Cross-customer search
The same problem can affect multiple customers. Search covers all partners by default; same-partner tickets get a configurable score boost and rank first.
No security bypass
The engine never uses sudo(). Agents only see suggestions
they already have access to via Odoo's native ir.rule.
Snippets are server-side truncated at 200 chars.
Per-team configuration
Each Helpdesk team has its own settings: enable/disable, scope, status filter, partner boost, minimum threshold, maximum suggestions.
AI-ready (optional)
Optional integration hook with Odoo 19's standard ai
module for semantic embedding-based search. Falls back gracefully
to FTS if AI is unavailable.
Screens
1. Banner alert above the ticket form
At a glance: how many similar tickets, how many already resolved, which partner, which scores. One click on a row to open the source ticket; one click on Hide to dismiss the banner persistently.
2. Dedicated "Similar tickets" tab
Up to 5 (configurable, max 20) candidates with the partner, status, resolution date, an italic snippet of the last internal note, total time spent, message count, and the agent who resolved it.
3. Per-team configuration
A new "Similar search" tab on the team form. Toggle the feature, choose the scope, status filter, partner boost, minimum score threshold and the maximum number of suggestions.
4. Interaction flow
Three actions: open a suggested ticket, focus on the dedicated tab, or dismiss the banner persistently for that specific ticket.
How it works
- On install, the module creates two PostgreSQL extensions
(
unaccent,pg_trgm) and two GIN indexes onhelpdesk_ticket, then backfills the indexed text for existing tickets. - Each time a ticket's
name,description,tag_idsor first chatter message changes, an indexed text (similar_search_text) is recomputed. - When the agent opens a ticket form, an OWL widget calls the
similarity.engineservice which executes one parameterised FTS query, computes the composite score in Python, applies team filters, and returns the JSON payload. - The banner displays the top-3 results; the notebook tab displays the top-N (configurable, max 20) with snippets and metadata.
- The agent can click on a suggestion (opens the source ticket), focus on the tab, or dismiss the banner persistently.
Compatibility
| Odoo | 19.0 Enterprise (Helpdesk module required) |
| PostgreSQL | 13 or higher (extensions unaccent, pg_trgm) |
| Python | 3.10 or higher |
| Module dependencies | helpdesk, mail, web |
| External Python packages | None |
Installation in 3 steps
- Place the module under your Odoo addons path.
- Update the apps list (Developer mode -> Apps -> Update Apps List).
- Install PSAI Helpdesk Similar from Apps, then open Helpdesk -> Configuration -> Teams -> Similar search tab to tune the parameters per team.
PostgreSQL prerequisites:
The module requires extensions unaccent and pg_trgm.
These are created automatically by the post_init_hook if your DB user
has SUPERUSER role. If not, run the following manually as a superuser before installing:
CREATE EXTENSION IF NOT EXISTS unaccent; CREATE EXTENSION IF NOT EXISTS pg_trgm;
About EASI SOFT
Make it Easi with Odoo!
Silver Partner Odoo based in Auvergne Rhone-Alpes, France. An agile, human and transparent partner - combining infrastructure expertise with Odoo ERP integration.
+33 4 81 12 03 50 · contact@easi-soft.fr · www.easi-soft.fr
Discover our other applications
Browse the full EASI SOFT catalogue on the Odoo Apps Store.
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contact@easi-soft.fr - typical answer within one business day.
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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