Odoo Helpdesk is a ticket-based customer support system with SLA tracking, email integration, customer portal, and knowledge base linking. Tickets can be created by customers via email, website form, or portal, and routed to the appropriate team automatically.
Key Features
- Ticket pipeline with customizable stages
- SLA policies with escalation rules
- Email integration — tickets from incoming email
- Customer portal for self-service
- Knowledge base articles linked to tickets
- Team performance dashboards
- Customer satisfaction surveys
Setup
- Install Helpdesk
- Create helpdesk teams (Technical Support, Billing, etc.)
- Configure email aliases for ticket creation
- Define SLA policies per team and priority
- Enable customer portal and satisfaction surveys
Best Practices
- Set realistic SLA targets and track compliance
- Use canned responses for common questions
- Link knowledge base articles for self-service deflection
- Route tickets by category for faster resolution
- Integrate with Project for escalation to development tasks
Frequently Asked Questions
Is Helpdesk in Community?
Basic helpdesk functionality is Community. Full SLA tracking, satisfaction surveys, and advanced features are Enterprise.
Can customers create tickets?
Yes via email, website form, or customer portal login.
Does it integrate with CRM?
Yes. Support history is visible on customer records in CRM for full context. See Odoo for IT services.