Website Help Desk / Support Ticket

by ,
Odoo 27
v 8.0 v 9.0 v 10.0 v 11.0 v 12.0 Third Party 14948
Download for v 9.0
Required Apps CRM (crm)
Website Builder (website)
Technical Name website_support
LicenseLGPL-3
Also available in version v 10.0 v 8.0 v 12.0 v 11.0
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Required Apps CRM (crm)
Website Builder (website)
Technical Name website_support
LicenseLGPL-3
Also available in version v 10.0 v 8.0 v 12.0 v 11.0

Description

A helpdesk / support ticket system for your website

Configure Support Ticket System

Configure Support Ticket System

Create custom categories and assigns users to each category and they will instantly be notified when a new support ticket arrives for thier department.

Instructions
1a. Go to Sales->Configuration->Categories and select user that should respond to that type of ticket
1b. Alternatvily go to the user and select the support ticket group they should respond too

Create Help Groups / Pages

Reduce the amount of support tickets your staff have to answer by providing help pages for your customers to read

Instructions
1. Go to the Support menu on your website
2. Click on the content then "New Help Group" and type in a name
3. Click on the content then "New Help Page" and select a help group, after which you can rename the the help page and drag and drop snippets to create a fancy help page

Create Help Groups / Pages

Submit Support Ticket Online

Submit Support Ticket Online

Both registered and public user can submit tickets via your website.

Instructions
1. Go to Support menu on your website and click on "Submit a ticket"
2. Fill in the form and someone should get back to you soon.

View Support Tickets Online

User that were logged in at the time of submitting a ticket can view a history of all thier support tickets.

Instructions
1. Go to Support menu on your website and click on "My Tickets"
2. You can click on an individual ticket if you want view more information

View Support Tickets Online

Respond to support tickets online

Respond to support tickets online

User can view a history of thier ticket online and add a comment.

Instructions
1. Go to Support menu on your website and click on "My Tickets"
2. You can click on an individual ticket to view it
3. Type a comment and wait for a response

Email Integration

Email conversations are tracked for each ticket so customers can reply directly via email without ever having to go to the website or login.
Emails are automatically sent when a ticket category is changed or the ticket is closed by staff
When the customer replies via email the ticket state is automatically set to 'Customer Replied' allowing you to easily see at a glance which tickets need attending to
Operators can reply online via CRM->Customer Support->Support Tickets

Per Operator Instructions
1. Setup outgoing email for all your support ticket operators
2. Go to Sales->Customer Support->Support Tickets and open one
3. Hit the reply button in the header
4. Type a message and the user will get sent an email alongside information about the ticket
5. Email replies will appear in the chatter as well as the online ticket view

Email Integration

Create Support Ticket via Email

Create Support Ticket via Email

Automatically create support ticket when an email is fetched by Odoo.

Instructions
1. Go to Settings->Technicial->Email->Incoming Mail Servers and create a new record e.g. support@ or helpdesk@
2. Also setup an outgoing mail server for your support email address
3. Lastly go to CRM->Configuration->Support Ticket->Settings and setup a default category for tickets created via email


Addons Modules

Website Help Desk / Support Ticket - Timesheets

Allows you to track time on a support ticket and invoice partners

Video demonstration courtesy of Didier Lacombe
Youtube link

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Very nice app!
by
Ricardo Martins
on 10/1/19, 8:00 PM

Hi, i just created a translation for portuguese for this app, how can i make a pull request to your v12 branch? Thanks!


I have good feeling, BUT
by
Jakub Sedinar
on 10/5/17, 8:14 AM

Hello, I have some bugs I sent it to steven email address, I will post it here as well. First one is reply from email address added as ticket operator is considered as “Customer replied” instead of staff replied, but its kind of minor bug. And second one, operator reply by email is not showing as message on ticket review on frontend. Its just empty cell. I consider it bug, because on this page https://apps.odoo.com/apps/modules/9.0/website_support/ is mentioned “Email conversations are tracked for each ticket so users can reply directly via email without ever having to go to the website or login.” – but if operators reply by email is not showing as message, how will customer know the reply itself? Thanks


Works well, can't translate
by
Kaloyan Naumov
on 8/21/16, 2:07 PM

Thanks for the module! Please consider making the Categories and the States Multi-language/translatable fields.


Good looking!
by
damsoi01
on 7/5/16, 11:27 PM

Great module, I was just wondering why there is not email notifications when a reply has been sent (both for the user and the admin).


Good looking module and works fine
by
Yenthe
on 2/9/16, 5:21 AM

Keep up the good work.


I got error when install the module
by
Chan Nath
on 10/5/16, 1:31 AM

Odoo Server Error Error details: External ID not found in the system: website_support.website_ticket_state_open None" while parsing /mnt/extra-addons/website_support/views/website_support_ticket_compose_views.xml:27, near Support Tickets Compose website.support.ticket.compose ir.actions.act_window form form new