Odoo Helpdesk: Customer Support & Ticketing Setup Guide

Helpdesk Module Overview

Odoo Helpdesk is a full customer support platform: multi-team ticketing, SLA tracking, email integration, customer portal, knowledge base, and satisfaction ratings. It replaces tools like Zendesk or Freshdesk at a fraction of the cost.

Setup Steps

1. Create Support Teams

# Helpdesk → Configuration → Helpdesk Teams

# Team: Technical Support
# - Email alias: [email protected]
# - Members: 5 agents
# - Assignment: Random (round-robin)
# - SLA Policies: enabled

# Team: Billing Support
# - Email alias: [email protected]
# - Members: 2 agents
# - Assignment: Manual

# Team: Sales Inquiries
# - Email alias: [email protected]
# - Members: 3 agents

2. Ticket Stages

# Default stages:
# New → In Progress → Solved → Closed

# Custom stages:
# New → Assigned → Investigating → Waiting on Customer
# → Solution Proposed → Resolved → Closed

# Each stage can have:
# - Kanban fold (hide in kanban)
# - Email template (auto-send on stage change)
# - SLA target time

3. SLA Policies

# Helpdesk → Configuration → SLA Policies

# SLA: Critical Response
# Priority: Urgent
# Target: First response within 1 hour
# Stage: New → Assigned

# SLA: Standard Resolution
# Priority: Normal
# Target: Resolved within 24 hours
# Stage: New → Resolved

# SLA tracking:
# Green: on track
# Orange: approaching deadline
# Red: SLA breached

4. Email Integration

# Incoming emails to [email protected] auto-create tickets:
# 1. Set up incoming mail server (IMAP)
# 2. Set email alias on helpdesk team
# 3. Customer sends email → ticket created
# 4. Agent replies → customer receives email
# 5. Customer replies → added to ticket thread

# All communication logged in ticket chatter

Ticket Features

Ticket Form

• Customer info (auto-filled from email or portal)
• Subject and description
• Priority (Low, Normal, High, Urgent)
• Tags for categorization
• Assigned agent
• SLA status and deadline
• Time tracking (hours spent)
• Attachments (screenshots, logs)

Canned Responses

# Pre-written responses for common issues:
# "/greet" → "Thank you for contacting support..."
# "/reset" → "To reset your password, please follow..."
# "/refund" → "Your refund has been processed..."
# "/hours" → "Our support hours are Mon-Fri 9AM-6PM..."

# Type "/" in the message field to see available shortcuts

Customer Portal

• Customers submit tickets via web form
• Track ticket status and history
• Add comments and attachments
• Rate resolved tickets (satisfaction survey)
• View knowledge base articles

Satisfaction Ratings

# After ticket resolution:
# Customer receives email: "How was your experience?"
# Rating: 😊 Great / 😐 Okay / 😞 Bad
# Optional comment

# Dashboard shows:
# - Overall satisfaction score
# - Satisfaction per agent
# - Satisfaction trend over time

Automation

• Auto-assign: Round-robin or load-balanced assignment
• Auto-close: Close tickets with no response after X days
• Escalation: Reassign if SLA is about to breach
• Auto-reply: Send acknowledgment email on ticket creation
• Merge: Merge duplicate tickets from same customer

Reporting

• Tickets by status, priority, team, agent
• Average response time and resolution time
• SLA compliance rate
• Customer satisfaction score
• Ticket volume trends (by day, week, month)
• Top ticket categories (most common issues)

Helpdesk vs Zendesk

DeployMonkey + Helpdesk

Deploy Odoo Helpdesk on DeployMonkey. The AI agent configures teams, SLA policies, email routing, and canned responses. Start providing professional customer support from day one.