Odoo Helpdesk Overview
Odoo Helpdesk is a centralized software support system which helps support team & users to handle the support requests such as general inquires, technical issues, any new requests received from customer against the Products/Services delivered to them.
The Main objective of this Helpdesk system is to
- Acknowledge the customer request quickly
- Reply to their queries in a systematic way as quickly as possible
- Provide Solution to the requests within SLA
- Communicate with customer about the request closure
- Improve the service delivery with high customer satisfaction
- Track the History of communications with customer for future audit purpose
This Helpdesk system works as
- Internal Helpdesk – To handle Internal Employee’s support request such as IT Support, HR support, Admin support etc
- External Helpdesk – To support customers against company’s products/services sold
Helpdesk Workflow
General Features
- Manual Creation of Support Tickets
- Creation of Support Tickets through Email
- Creation of Support Tickets through API
- Creation of support tickets through Portal (Access provided to customer)
- Dedicated / Shared Support Teams to customers
- Support with Individual support emails associated with each team
- Dedicated SLA Rules for Each Team for Responses and Resolutions
- Dedicated working schedule for each team
- Dedicated Team Members for each support Team
- Team wise Field Display (On/Off)
- Add/Remove customers to teams any time
- Default Assignee at the team level/Customer level
- Adequate Master data to support Helpdesk Activities
- Configurable Email Templates for any communications
- Configurable Customers and their branches
- Configurable Ticket Categories with respect each team
- Provision to Integrate with any Third Party system via API
- Portal view to customer to know the ticket status
- Reopen a Closed ticket for Defined set of period
- Flexible data Filters
- Flexible to store the filters and view data anytime
- Export required field data anytime
- Data restriction Team wise
- Access Controls (Support User/Team Lead/Manager)
- Support Incoming email Server with IMAP/POP server authentication
- Support Incoming email Server with Outlook Authentication
- Support Incoming email Server with SMTP Authentication
- Support Incoming email Server with Gmail Authentication
- Support Outgoing email with any email servers including AWS
Helpdesk Ticket Features
- Ticket Creation upon Incoming email to support Emails
- Ticket Creation (Manual) upon phone calls received
- File Attachments While creating tickets
- Acknowledgement to the customer upon Ticket creation
- Auto Assignment of ticket
- Notification to Assignee when ticket getting assigned
- Open tickets in new tab
- Reply from Tickets by Support person
- File Attachments while sending reply (Inline/External)
- Reply to “To” and “CC” Emails
- Email Signatures while reply to the ticket
- Addition of Previous Mail Communications while reply (Mail Threading)
- Capture the Customer replied tickets
- Maintain configurable stages
- SLA Policy based on selected Team, Ticket Priority, Severity
- Calculate SLA Deadline, SLA Remaining Time
- Calculate Age of The Ticket
- Sort tickets based on SLA Remaining Time
- SLA Success/Failures for Ticket Response and Resolutions
- Capture Resolution and Reply to the customer upon ticket closure
- Ticket Checklist for Closure
- Allow to Close the ticket only when defined checklist are met
- Maintain Different stages of the ticket
- Print the ticket with History of log notes
- Move Ticket status to Feedback
- Put the Ticket on hold
- Capture the root cause of the Ticket Issue
- Capture Ticket Working hours (Timer to Start and End Time of each activity)
- Automatic Timesheets based on start and end time
- Manage Ticket Stage Change Histories
- Keep communication history
- Capture Customer ratings and their Feedback
- Merging of two or more tickets
Helpdesk Dashboard Features
- Helpdesk Dashboard to View Periodic Ticket statistics
- Parameters to Filter and view ticket measures and graphical view of status
- View SLA Performance (SLA Met, SLA Not Met, & SLA Breach Count) measures along with Links
- Team wise Total/Open/Feedback/Closed tickets based on the Search Criteria
- Assignee wise Total/Open/Closed /Feedback Tickets based on Search criteria
- Team Vs Incident wise Ticket Status
- Team Vs Request wise Ticket Status
- Assignee Vs Incident Ticket Status
- Assignee Vs Request Ticket Status
Helpdesk Benefits
- Support for Business extension
- Faster Resolution of Issues within defined SLA
- Monitor the Ticket status through the Dashboard and act fast
- Centralized Data availability for continuous support and improvements
- Support for Future auditing
- Expose the Support system for new sales
Helpdesk Screenshots
Helpdesk Dashboard
Helpdesk Team Master
Helpdesk List View
Helpdesk Form View
