Speed, prioritization, and SLA discipline for support tickets
Odoo Helpdesk gathers customer tickets from different channels into a single queue and prioritizes them with defined SLA rules. Canned responses and automatic escalation shorten resolution times. Thanks to a knowledge base and customer portal, some customers find the answer themselves, easing the team's workload.
Tickets from email, web forms, live chat, and WhatsApp are turned into records automatically. No ticket slips through the cracks.
Define response and resolution times by customer or ticket type. Records approaching a deadline are automatically escalated to a manager.
Offer FAQs and documentation as self-service. Customers track the status of their tickets from the portal and can close resolved records themselves.
Sell and renew maintenance and support contracts, and track the time spent automatically with timesheets. Contract profitability becomes visible.
ASON sets up ticket categories, SLA levels, and escalation rules suited to your team structure; it rolls out the integration with your corporate email infrastructure and the management reports.
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