helpdeskEnterpriseHelpdesk
Collect customer tickets per team and track them with SLAs
A ticket-based customer support app; each team gets its own ticket flow and its own stages.
What it does
You run several support teams from one dashboard, and each team has its own ticket flow and its own stages. Tickets arrive by email, from a website form, from live chat and from WhatsApp. An SLA policy puts a time target on a ticket, and you follow compliance with it through tags and a report. Helpdesk comes with an Odoo Enterprise subscription.
Ticket channels
Tickets are created with an email alias, with a website form, with live chat and with WhatsApp. In an email the subject becomes the ticket title and the body the description. In live chat and WhatsApp the operator opens a ticket with the /ticket command without leaving the conversation and attaches the transcript.
SLA policies
A policy defines a target stage and a target time with team, priority, tag, customer and service criteria. On a ticket matching the criteria, the deadline is calculated from the ticket's creation date and the target working hours. A green tag means the target was met, a red one that it was missed.
After-sales actions
From the ticket screen a credit note, a coupon, a product return, a repair order and a field service task can be created. Each one is enabled separately in the team settings and may trigger the installation of an additional module. To create a credit note, the related invoice has to be posted first.
Reports
There are Tickets Analysis, SLA Status Analysis and Customer Ratings reports. Tickets Analysis offers measures such as the average working hours between a customer message and the reply, and the time entered on timesheets. The SLA report shows successful, ongoing and missed targets per team.
We don't just install the module — we fit it to your business
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.
- Setup & ConfigurationModeling and rollout tailored to your processes.
- Data MigrationWe migrate your existing data without loss.
- Team TrainingHands-on training and documentation.
- Regulation & LocalizationTürkiye-specific compliance and integrations.
Technical scope
Apps it works with
The other 5 apps in the same category — they all read the same database.
Project
Track tasks, stages and project profitability on one board
Timesheets
Record the hours worked and turn them into an invoiceable quantity
Enterprise
Field Service
Plan the field job, close it with a worksheet, invoice it
Enterprise
Planning
Plan shifts by role and resource, and publish them to employees
Enterprise
Appointments
Let the customer pick a time that suits them and have it land on the calendar
Frequently asked questions
Is Helpdesk available in Odoo Community?
No. Helpdesk comes with an Odoo Enterprise subscription; it does not appear in the list of applications on a Community installation. Project and Timesheets, in the same category, are part of Community. If you need Helpdesk, you will see the licence cost as a separate line in the project quote.
We want to stay on Community — how do we set up a support flow?
A simple support flow can be built with the Project module; tickets are opened as tasks and move through stages. But SLA policies, after-sales actions and the Helpdesk reports do not work the same way. We put that difference in writing during the scoping work.
Which channels are tickets created from?
Tickets are created with an email alias, with a website form, with live chat and with WhatsApp; a custom domain is not mandatory for the email channel. In live chat and WhatsApp the operator opens a ticket with the /ticket command without leaving the conversation and attaches the transcript. The WhatsApp channel requires Odoo's WhatsApp integration to be set up separately.
How are tickets distributed between teams?
Each team has its own visibility and assignment setting; a ticket moves through the team's own stages on the team's board. Because the ticket channels are opened per team, the email address and the website form determine which team a ticket lands in. Tickets that land in the wrong team or are duplicates can be merged; the merge feature requires the Data Cleaning app.
How do we define SLA targets?
A policy defines a target stage and a target time with team, priority, tag, customer and service criteria. On a ticket matching the criteria, the deadline is calculated from the ticket's creation date and the target working hours. A green tag means the target was met, a red one that it was missed. A change of priority can affect the SLA deadline.
Can we start a return or a repair from the ticket screen?
Yes. From the ticket screen a credit note, a coupon, a product return, a repair order and a field service task can be created. Each one is enabled separately in the team settings and may trigger the installation of an additional module. To create a credit note the related invoice has to be posted first; converting a ticket into an opportunity requires the CRM app.
Can we measure customer satisfaction?
Yes. The Customer Ratings report shows the ratings and comments given per ticket in Kanban, list, graph and pivot views. Ratings can be marked as visible to internal users only. Read together with SLA Status Analysis, the relation between periods with delays and satisfaction can be followed.
See Helpdesk in your business
Submit a request for a free discovery call and demo.
Apps in the Services category
Projects, helpdesk, field service
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