Odoo Helpdesk

General Settings

Manage Company

• Create/Edit Company
• Create One or more Companies
• Manage GSTN/PAN numbers for each company
• Manage Company Address
• Define Company Currency

Users

• Create/Edit Users
• Assign Access rights to Users
• Setup/Change Password
• Send Reset Password Instructions
• Add Email Signature

Working Schedule

• Define Working Schedule for each Team
• Split Work timing as Morning/Afternoon Sessions
• Timezone for Each work schedule

Incoming Mail Server

• Define Incoming Mail Server with IMAP/POP
• Define Incoming Mail Server with Outlook Oauth

Outgoing Mail Server

• Define Outgoing Mail Server with SMTP Authentication
• Define Outgoing Mail Server with Outlook Oauth

Email Template

• Email Templates for Helpdesk
• Template for Sending Acknowledgement Email for New Ticket
• Template for Sending Ticket Assignment Notification
• Template for sending Reply Messages through Odoo
• Template for Sending Ticket Close Notification to customer

Help Desk Settings

• Enable/Disable Category & Subcategories
• Enable/Disable Customer Ratings
• Auto Close ticket based on Defined Idle Period
• Configurable Attachment Size for each files in Ticket
• Reopen a Closed ticket for the given period from the date of closing
• Stage Settings
• Ticket Auto End while Closing tickets
• Stage Change while reply from customer
• Enable Helpdesk for portal View Access
• Define Email Alias using which the emails for Helpdesk to be configured

Helpdesk Categories

• Create/Edit One or more Helpdesk Categories
• Define the Priority for Each category level

Helpdesk Subcategories

• Define one or more Subcategories under each category

Helpdesk Contacts

• Add/Edit customer contacts
• Add Multiple Store under each contacts
• Each store with own address locations
• Each store to be mapped with Clusters and zone

Helpdesk Team

• Define one or more Helpdesk Teams
• Each team should be mapped with Team head
• Email applicable for the specific team to be mapped to fetch the emails for creating tickets
• Team Level Support contact Number mapping
• Team level Category Mapping to list in Tickets
• Default partner mapping at the team level
• Add/Remove Team members in a Team
• Team level partner mapping
• Add/Remove Partner in a Team
• Teamwise Field Mapping(show/Hide)
• Team wise working schedule mapping

Helpdesk Support Types

• Create / Edit One or more Support types
• Define the Support type is an Email Support or Other support
• Create/Edit one or more Help Desk Subject related Types with respect to teamwise

Helpdesk Stages

• Create multiple stages applicable for the ticket
• Stage wise email mapping for Notification when stage changes
• Define work flow at the stage level (One stage to another stage mapping)
• Stage Display based on access levels

Helpdesk Priorities

• Define Priorities

Helpdesk SLA Policies

• Define Service Level Agreement(SLA) policies Team wise
• Define SLA Policies with Respect to Teamwise, Support Type wise, Priority wise and Ticket Type wise
• Define SLA Time Period as Days, Hours, Minutes
• Stage wise SLA Calculations

Helpdesk CheckList

• Define Helpdesk Checklist
• Define Helpdesk Task List

Helpdesk Clusters

• Add/Edit Customer Clusters

Helpdesk Issue Type

• Add /Edit Helpdesk Issue Type
• Map the issue type based on Team

Helpdesk Issue Classification

• Add/Edit Helpdesk Issue Classification
• Map the Issue Classification with respect to each time

Helpdesk Main Menu

• Add / Edit Main menus of a product / service
• Map the Main menu with respect to Product

Helpdesk Modules

• Add/Edit Modules of a product/service
• Map the Modules with respect to Product/Main Menu

Zone

• Add One or more Zones and to be mapped with contact list

Business Impact

• Create / Edit Issue’s Business Impacts

Root Cause Solution

• Define the Pre defined root cause solutions

License Number

• Maintain license Numbers with respect to each partner

No.Of Stores

• Impacts Define the No. Of Stores impacts