Helpdesk Pro - Enterprise Support Ticket System
by Soft Magic Company https://www.soft-magic.com$ 488.71
| Availability |
Odoo Online
Odoo.sh
On Premise
|
| Odoo Apps Dependencies |
•
Contacts (contacts)
• Discuss (mail) • Invoicing (account) • Website (website) |
| Lines of code | 5085 |
| Technical Name |
sm_helpdesk_pro |
| License | LGPL-3 |
| Website | https://www.soft-magic.com |
SLA Management
Define response and resolution time targets with automatic escalation and breach alerts. Track compliance across all teams.
Multi-Team Support
Organize agents into specialized teams with skills-based routing and intelligent load balancing.
Knowledge Base
Build a searchable library of articles with categories, featured content, and article ratings.
Advanced Tickets
Email-to-ticket conversion with smart routing. Ticket merge and split capabilities. Parent-child relationships. Priority and severity levels.
Live Chat
Real-time chat widget for your website. Chat-to-ticket conversion. Pre-chat forms. Operating hours. Complete chat transcripts.
Customer Portal
Self-service portal for customers. Submit and track tickets. Access knowledge base. Rate support quality with CSAT surveys.
Time Tracking
Track time per ticket with timer functionality. Billable and non-billable hours. Hourly rate configuration.
Automation Rules
Trigger-based automation engine. Auto-assign, auto-tag, auto-escalate. Email notifications and webhook integration.
Analytics
Real-time dashboard. Ticket analysis with pivot and graph views. SLA performance reports. Agent performance metrics.
Complete Enterprise Helpdesk
Everything you need to deliver exceptional customer support - from ticket creation to customer satisfaction surveys.
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