{"id":24657,"date":"2025-07-18T06:46:36","date_gmt":"2025-07-18T06:46:36","guid":{"rendered":"https:\/\/tenthplanet.in\/odoo\/?post_type=solutions&#038;p=24657"},"modified":"2025-09-27T11:01:02","modified_gmt":"2025-09-27T11:01:02","slug":"odoo-helpdesk","status":"publish","type":"solutions","link":"https:\/\/tenthplanet.in\/odoo\/solutions\/odoo-helpdesk\/","title":{"rendered":"Odoo Helpdesk"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1691574725591{padding-top: 50px !important;padding-bottom: 50px !important;background-color: #f5f5f5 !important;}&#8221;][vc_column][vc_row_inner full_width=&#8221;inner_row_contained&#8221; content_placement=&#8221;middle&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column_inner width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1673334425114{padding-right: 30px !important;padding-left: 0px !important;}&#8221; offset=&#8221;vc_col-lg-offset-0 vc_col-lg-6 vc_col-md-offset-0 vc_col-md-6 vc_col-sm-offset-2&#8243; css_tablet_landscape=&#8221;.vc_custom_1673334425115{padding-right: 0px !important;}&#8221; css_tablet_portrait=&#8221;.vc_custom_1673334425117{padding-right: 15px !important;padding-left: 15px !important;}&#8221; css_mobile=&#8221;.vc_custom_1673334425118{padding-right: 15px !important;padding-left: 15px !important;}&#8221;]<header class=\"kd-section-title col-lg-12 text-left  subtitle-below-title kd-animated fadeIn   vc_custom_1752819778787\" data-animation-delay=200><h1 class=\"separator_off\" style=\"font-size: 36px;line-height: 48px;margin-bottom:30px;\">Odoo Helpdesk<\/h1><h6 class=\"subtitle\" style=\"color: #7a7d8c;\">Odoo Helpdesk simplifies customer support by organizing all service, inquiry, and issue requests in one place.<\/h6><\/header><a  href=\"https:\/\/tenthplanet.in\/getintouch\/\"  target=\"_self\"  title=\"\"  class=\"tt_button tt_primary_button btn_primary_color  btn-align-left button-action-link   kd-animated zoomIn\" data-animation-delay=200><span class=\"prim_text\">GET IN TOUCH<\/span><\/a>[\/vc_column_inner][vc_column_inner css=&#8221;.vc_custom_1673334466089{padding-right: 0px !important;padding-left: 100px !important;}&#8221; offset=&#8221;vc_col-lg-6 vc_col-md-6&#8243; css_tablet_landscape=&#8221;.vc_custom_1673334466090{padding-right: 15px !important;padding-left: 15px !important;}&#8221; css_tablet_portrait=&#8221;.vc_custom_1673334466091{padding-right: 15px !important;padding-left: 15px !important;}&#8221; css_mobile=&#8221;.vc_custom_1673334466092{padding-top: 50px !important;padding-right: 15px !important;padding-left: 15px !important;}&#8221;][vc_single_image image=&#8221;24665&#8243; img_size=&#8221;full&#8221; css=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; el_id=&#8221;solution-catalog&#8221; css=&#8221;.vc_custom_1677066492413{padding-top: 50px !important;}&#8221;][vc_column][vc_row_inner equal_height=&#8221;yes&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; el_id=&#8221;solution-catalog-boxes&#8221; el_class=&#8221;solution-catalog-boxes&#8221;][vc_column_inner el_class=&#8221;wp-block-column&#8221; width=&#8221;1\/3&#8243;]<header class=\"kd-section-title col-lg-12 text-center  subtitle-below-title   \" ><h3 class=\"separator_off\" >Settings<\/h3><\/header>[vc_column_text css=&#8221;&#8221; el_class=&#8221;border-none&#8221;]<\/p>\n<h4><strong>General Settings<\/strong><\/h4>\n<h4>Manage Company<\/h4>\n<ul>\n<li>Create\/Edit Company<\/li>\n<li>Create One or more Companies<\/li>\n<li>Manage GSTN\/PAN numbers for each company<\/li>\n<li>Manage Company Address<\/li>\n<li>Define Company Currency<\/li>\n<\/ul>\n<h4>Users<\/h4>\n<ul>\n<li>Create\/Edit Users<\/li>\n<li>Assign Access rights to Users<\/li>\n<li>Setup\/Change Password<\/li>\n<li>Send Reset Password Instructions<\/li>\n<li>Add Email Signature<\/li>\n<\/ul>\n<h4>Working Schedule<\/h4>\n<ul>\n<li>Define Working Schedule for each Team<\/li>\n<li>Split Work timing as Morning\/Afternoon Sessions<\/li>\n<li>Timezone for Each work schedule<\/li>\n<\/ul>\n<h4>Incoming Mail Server<\/h4>\n<ul>\n<li>Define Incoming Mail Server with IMAP\/POP<\/li>\n<li>Define Incoming Mail Server with Outlook Oauth<\/li>\n<\/ul>\n<h4>Outgoing Mail Server<\/h4>\n<ul>\n<li>Define Outgoing Mail Server with SMTP Authentication<\/li>\n<li>Define Outgoing Mail Server with Outlook Oauth<\/li>\n<\/ul>\n<h4>Email Template<\/h4>\n<ul>\n<li>Email Templates for Helpdesk<\/li>\n<li>Template for Sending Acknowledgement Email for New Ticket<\/li>\n<li>Template for Sending Ticket Assignment Notification<\/li>\n<li>Template for sending Reply Messages through Odoo<\/li>\n<li>Template for Sending Ticket Close Notification to customer<\/li>\n<\/ul>\n<h4><strong>Help Desk Settings<\/strong><\/h4>\n<ul>\n<li>Enable\/Disable Category &amp; Subcategories<\/li>\n<li>Enable\/Disable Customer Ratings<\/li>\n<li>Auto Close ticket based on Defined Idle Period<\/li>\n<li>Configurable Attachment Size for each files in Ticket<\/li>\n<li>Reopen a Closed ticket for the given period from the date of closing<\/li>\n<li>Stage Settings<\/li>\n<li>Ticket Auto End while Closing tickets<\/li>\n<li>Stage Change while reply from customer<\/li>\n<li>Enable Helpdesk for portal View Access<\/li>\n<li>Define Email Alias using which the emails for Helpdesk to be configured<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner el_class=&#8221;wp-block-column&#8221; width=&#8221;1\/3&#8243;]<header class=\"kd-section-title col-lg-12 text-center  subtitle-below-title   \" ><h3 class=\"separator_off\" >Master Configurations - Ticket Creation<\/h3><\/header>[vc_column_text css=&#8221;&#8221; el_class=&#8221;border-none&#8221;]<\/p>\n<h4>Helpdesk Categories<\/h4>\n<ul>\n<li>Create\/Edit One or more Helpdesk Categories<\/li>\n<li>Define the Priority for Each category level<\/li>\n<\/ul>\n<h4>Helpdesk Subcategories<\/h4>\n<ul>\n<li>Define one or more Subcategories under each category<\/li>\n<\/ul>\n<h4>Helpdesk Contacts<\/h4>\n<ul>\n<li>Add\/Edit customer contacts<\/li>\n<li>Add Multiple Store under each contacts<\/li>\n<li>Each store with own address locations<\/li>\n<li>Each store to be mapped with Clusters and zone<\/li>\n<\/ul>\n<h4>Helpdesk Team<\/h4>\n<ul>\n<li>Define one or more Helpdesk Teams<\/li>\n<li>Each team should be mapped with Team head<\/li>\n<li>Email applicable for the specific team to be mapped to fetch the emails for creating tickets<\/li>\n<li>Team Level Support contact Number mapping<\/li>\n<li>Team level Category Mapping to list in Tickets<\/li>\n<li>Default partner mapping at the team level<\/li>\n<li>Add\/Remove Team members in a Team<\/li>\n<li>Team level partner mapping<\/li>\n<li>Add\/Remove Partner in a Team<\/li>\n<li>Teamwise Field Mapping(show\/Hide)<\/li>\n<li>Team wise working schedule mapping<\/li>\n<\/ul>\n<h4>Helpdesk Support Types<\/h4>\n<ul>\n<li>Create \/ Edit One or more Support types<\/li>\n<li>Define the Support type is an Email Support or Other support<\/li>\n<li>Create\/Edit one or more Help Desk Subject related Types with respect to teamwise<\/li>\n<\/ul>\n<h4>Helpdesk Stages<\/h4>\n<ul>\n<li>Create multiple stages applicable for the ticket<\/li>\n<li>Stage wise email mapping for Notification when stage changes<\/li>\n<li>Define work flow at the stage level (One stage to another stage mapping)<\/li>\n<li>Stage Display based on access levels<\/li>\n<\/ul>\n<h4>Helpdesk Priorities<\/h4>\n<ul>\n<li>Define Priorities<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner el_class=&#8221;wp-block-column&#8221; width=&#8221;1\/3&#8243;]<header class=\"kd-section-title col-lg-12 text-center  subtitle-below-title   \" ><h3 class=\"separator_off\" >Master Configurations - Ticket Execution<\/h3><\/header>[vc_column_text css=&#8221;&#8221; el_class=&#8221;border-none&#8221;]<\/p>\n<h4>Helpdesk SLA Policies<\/h4>\n<ul>\n<li>Define Service Level Agreement(SLA) policies Team wise<\/li>\n<li>Define SLA Policies with Respect to Teamwise, Support Type wise, Priority wise and Ticket Type wise<\/li>\n<li>Define SLA Time Period as Days, Hours, Minutes<\/li>\n<li>Stage wise SLA Calculations<\/li>\n<\/ul>\n<h4>Helpdesk CheckList<\/h4>\n<ul>\n<li>Define Helpdesk Checklist<\/li>\n<li>Define Helpdesk Task List<\/li>\n<\/ul>\n<h4>Helpdesk Clusters<\/h4>\n<ul>\n<li>Add\/Edit Customer Clusters<\/li>\n<\/ul>\n<h4>Helpdesk Issue Type<\/h4>\n<ul>\n<li>Add \/Edit Helpdesk Issue Type<\/li>\n<li>Map the issue type based on Team<\/li>\n<\/ul>\n<h4>Helpdesk Issue Classification<\/h4>\n<ul>\n<li>Add\/Edit Helpdesk Issue Classification<\/li>\n<li>Map the Issue Classification with respect to each time<\/li>\n<\/ul>\n<h4>Helpdesk Main Menu<\/h4>\n<ul>\n<li>Add \/ Edit Main menus of a product \/ service<\/li>\n<li>Map the Main menu with respect to Product<\/li>\n<\/ul>\n<h4>Helpdesk Modules<\/h4>\n<ul>\n<li>Add\/Edit Modules of a product\/service<\/li>\n<li>Map the Modules with respect to Product\/Main Menu<\/li>\n<\/ul>\n<h4>Zone<\/h4>\n<ul>\n<li>Add One or more Zones and to be mapped with contact list<\/li>\n<\/ul>\n<h4>Business Impact<\/h4>\n<ul>\n<li>Create \/ Edit Issue&#8217;s Business Impacts<\/li>\n<\/ul>\n<h4>Root Cause Solution<\/h4>\n<ul>\n<li>Define the Pre defined root cause solutions<\/li>\n<\/ul>\n<h4>License Number<\/h4>\n<ul>\n<li>Maintain license Numbers with respect to each partner<\/li>\n<\/ul>\n<h4>No.Of Stores<\/h4>\n<ul>\n<li>Impacts Define the No. Of Stores impacts<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column][vc_row_inner equal_height=&#8221;yes&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; el_class=&#8221;solution-catalog-boxes&#8221;][vc_column_inner el_class=&#8221;wp-block-column&#8221; width=&#8221;1\/3&#8243;]<header class=\"kd-section-title col-lg-12 text-center  subtitle-below-title   \" ><h3 class=\"separator_off\" >Ticket Management - Manage Ticket<\/h3><\/header>[vc_column_text css=&#8221;&#8221; el_class=&#8221;border-none&#8221;]<\/p>\n<ul>\n<li>Manual Creation of Ticket<\/li>\n<li>Ticket Creation through Email<\/li>\n<li>Team wise Field Display<\/li>\n<li>Auto Assignment of Team based on Email &amp; Team Mapping<\/li>\n<li>Default Assignee for the Ticket<\/li>\n<li>Customer Listing based on the Selected Team<\/li>\n<li>Category Listing based on category<\/li>\n<li>Subcategory listing based on Category<\/li>\n<li>Customer License Number mapping with Ticket<\/li>\n<li>Provision to set the priority of the ticket<\/li>\n<li>Option to select Customer&#8217;s store information based on customer selection<\/li>\n<li>Apply SLA Policy based on selected Team, Ticket Priority, Severity<\/li>\n<li>SLA Policy based on Stage levels (Responses and Resolution)<\/li>\n<li>Provision to capture Email From, Email TO and Email CC<\/li>\n<li>Provision to show Main menu and Modules based on the selected products<\/li>\n<li>Auto calculation of SLA Remaining time, SLA Deadline and SLA Remainder based on SLA Policy rules<\/li>\n<li>Auto Calculation of Age of the Ticket<\/li>\n<li>Capture Development ticket Numbers<\/li>\n<li>Capture Ticket Pending Reasons, On Hold Reason, Feedback remarks<\/li>\n<li>Enable Auto Reply option while closing tickets<\/li>\n<li>Auto Reply option should be enabled while closing tickets to pass detailed message to customer while closing tickets<\/li>\n<li>Delete Attachment restriction at the user level<\/li>\n<li>Sort Tickets based on SLA Remaining hours (Latest Expiry on top)<\/li>\n<li>Email Reply for All Statuses<\/li>\n<li>Reopen a Closed ticket for the given period from the date of closing<\/li>\n<li>Reopen the Closed tickets when customer replied to the closed ticket<\/li>\n<li>New ticket when customer replied to the existing closed ticket after 7 days from the date of closing<\/li>\n<li>Capture Customer Feedback when tickets getting closed<\/li>\n<li>Get into the user to enter a reason when they click the &#8216;Hold On&#8217; button<\/li>\n<li>Display a team-based Partner list on the ticket screen, mapped according to the Partners set in the team screen<\/li>\n<li>Time Capture during Ticket Activities (Automatic)<\/li>\n<li>On Hold the Open Ticket for any reasons<\/li>\n<li>Put the Ticket into Feedback<\/li>\n<li>Mark the ticket as Duplicate<\/li>\n<li>Mark the ticket as Rejected<\/li>\n<li>Tickets waiting for approval<\/li>\n<li>Create Tasks against each ticket<\/li>\n<li>Change the Ticket Status on button click<\/li>\n<li>Maintain Ticket Status Change History<\/li>\n<li>Not allow to close ticket if Mandatory checklist are marked as Yes<\/li>\n<li>Mark the ticket as Repeated Issue<\/li>\n<li>Print the Ticket with History of Logs<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner el_class=&#8221;wp-block-column&#8221; width=&#8221;1\/3&#8243;]<header class=\"kd-section-title col-lg-12 text-center  subtitle-below-title   \" ><h3 class=\"separator_off\" >Ticket Management - Manage Email<\/h3><\/header>[vc_column_text css=&#8221;&#8221; el_class=&#8221;border-none&#8221;]<\/p>\n<ul>\n<li>Merging two tickets<\/li>\n<li>Reply through Odoo for any tickets with any status<\/li>\n<li>Acknowledge Email to customer when New ticket is created<\/li>\n<li>Notification to Assignee when ticket get assigned with support user<\/li>\n<li>Reply through Email<\/li>\n<li>Reply to Email with CC List<\/li>\n<li>Remove To\/CC emails while reply from Email<\/li>\n<li>Add New Person in email list while reply through Odoo<\/li>\n<li>Send email while closing ticket<\/li>\n<li>Reply email after closing ticket<\/li>\n<li>Reply email after 7 days from closing date of existing ticket<\/li>\n<li>Click view ticket\/Feedback after closing ticket email<\/li>\n<li>Email with Attachments (Inline)<\/li>\n<li>Email with Attachments(external)<\/li>\n<li>Email with Trailing email message<\/li>\n<li>Email with Threaded Messages (Trailing emails)<\/li>\n<li>Email Replies should include all TO and CC Emails<\/li>\n<li>Restrict Emails to Team Head and Assignee and not expose them to customer<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner el_class=&#8221;wp-block-column&#8221; width=&#8221;1\/3&#8243;]<header class=\"kd-section-title col-lg-12 text-center  subtitle-below-title   \" ><h3 class=\"separator_off\" >Dashboard Management<\/h3><\/header>[vc_column_text css=&#8221;&#8221; el_class=&#8221;border-none&#8221;]<\/p>\n<h4>Helpdesk Dashboard<\/h4>\n<ul>\n<li>Complete change of Helpdesk Dashboard<\/li>\n<li>Additional Parameters and filters added to view data and graphical view<\/li>\n<li>View SLA Performance (Pass, Failed, Breach) measures along with Links<\/li>\n<li>Teamwise Total tickets based on the Search Criteria<\/li>\n<li>Teamwise Open &amp; Closed Ticket based on Search criteria<\/li>\n<li>Assignee wise Total Tickets based on Search Criteria<\/li>\n<li>Assignee wise Open\/Closed \/Feedback Tickets based on Search criteria<\/li>\n<li>SLA Performance (SLA Met, SLA Not Met &amp; SLA Breach Count )<\/li>\n<li>Team Vs Incident wise Ticket Status<\/li>\n<li>Team Vs Request wise Ticket Status<\/li>\n<li>Assignee Vs Incident Ticket Status<\/li>\n<li>Assignee Vs Request Ticket Status<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; kd_background_image_position=&#8221;vc_row-bg-position-top&#8221; css=&#8221;.vc_custom_1677068321980{padding-top: 60px !important;padding-bottom: 60px !important;background-color: #efefef !important;}&#8221;][vc_column]<header class=\"kd-section-title col-lg-12 text-center  subtitle-below-title kd-animated fadeIn   vc_custom_1752821653015\" data-animation-delay=200><h2 class=\"separator_off\" style=\"font-weight: 400;\">Centralized system for customer support<\/h2><\/header>[vc_row_inner kd_background_image_position=&#8221;vc_row-bg-position-top&#8221;][vc_column_inner css=&#8221;.vc_custom_1600779077245{padding-right: 0px !important;}&#8221; css_tablet_portrait=&#8221;.vc_custom_1600779077246{padding-right: 5px !important;}&#8221; offset=&#8221;vc_col-xs-6&#8243; css_mobile=&#8221;.vc_custom_1600779077246{margin-left: -18px !important;padding-left: 0px !important;}&#8221;]<a  href=\"https:\/\/tenthplanet.in\/getintouch\/\"  target=\"_self\"  title=\"\"  class=\"tt_button tt_primary_button btn_primary_color hover_solid_primary button-center button-action-link   kd-animated zoomIn add-margin-right\" data-animation-delay=200><span class=\"prim_text\">GET IN TOUCH<\/span><\/a>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Odoo Helpdesk simplifies customer support by organizing all service, inquiry, and issue requests in one place.<\/p>\n","protected":false},"featured_media":31628,"parent":0,"menu_order":0,"template":"","format":"standard","meta":{"_acf_changed":false},"categories":[],"tags":[],"industry":[371],"class_list":["post-24657","solutions","type-solutions","status-publish","format-standard","has-post-thumbnail","hentry","industry-odoo-helpdesk"],"acf":[],"_links":{"self":[{"href":"https:\/\/tenthplanet.in\/odoo\/wp-json\/wp\/v2\/solutions\/24657","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tenthplanet.in\/odoo\/wp-json\/wp\/v2\/solutions"}],"about":[{"href":"https:\/\/tenthplanet.in\/odoo\/wp-json\/wp\/v2\/types\/solutions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/tenthplanet.in\/odoo\/wp-json\/wp\/v2\/media\/31628"}],"wp:attachment":[{"href":"https:\/\/tenthplanet.in\/odoo\/wp-json\/wp\/v2\/media?parent=24657"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tenthplanet.in\/odoo\/wp-json\/wp\/v2\/categories?post=24657"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tenthplanet.in\/odoo\/wp-json\/wp\/v2\/tags?post=24657"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/tenthplanet.in\/odoo\/wp-json\/wp\/v2\/industry?post=24657"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}