How to Manage Website Helpdesk in Odoo 18
Odoo Functional Consultant | Simplifying ERP Chaos for Global SMEs | 10+ Years of Scaling Systems That Last
Delivering appropriate support during customer help requests determines whether their experience becomes a positive one or a negative one. A Helpdesk system with proper management becomes an absolute necessity for any business. Helpdesk Ticket Management within Odoo implements multiple features that perform support tasks effectively while enforcing team strength and producing exceptional customer experiences. The following section will demonstrate how this system delivers benefits to users.
Helpdesk Ticket View
The Kanban view operates as a mission control system for your operations. The visual display in this view provides team members with a clear overview of all ticket standing enabling focused organization. Using this view feels natural because it allows professionals to handle drops and drag tickets to set their priorities with ease.
Helpdesk Teams
Support isn’t a one-person show. Users can establish specific teams through the "Configuration" > "Teams" menu that serves particular types of tickets. Users should begin by creating a new team then assign roles before ensuring that customers reach the correct expert. Teamwork proves itself essential for reaching any goal.
Helpdesk Tags
Do you notice consistent patterns when customers submit their system problems? Tag ‘em! Use the "Configuration" > "Tags" section to develop tags that simplify ticket sorting and selection and discovery. Your Helpdesk obtains a memory functionality with this system.
Using the "New" button, you can create new tags as needed. This helps in organizing tickets and making it easier to search and filter them based on relevant tags.
Helpdesk Stages
A ticket experiences its evolution starting from New to its final stage of Solved. Add unique stages to define the ticket journey under "Configuration" > "Stages." Users can effortlessly generate a new stage through the "New" button. Each ticket will demonstrate its current position to the team along with its upcoming tasks through custom stages.
You can create new stages using the "New" button. On the Helpdesk Ticket form view, you can see the stages of the tickets based on the settings configured in the Configuration.
Helpdesk Types
Which category does the matter fall under: bug, billing question or product request? The "Configuration" > "Types" section enables you to define ticket types that help automatic routing of tickets to appropriate teams. Add the type to a ticket form view to activate the feature.
On the Helpdesk Ticket form view, there is a "Ticket Type" option where you can mention the matching type to the Helpdesk ticket.
Create Tasks
Several support issues actually function as small projects. You can divide a ticket into a task using the "Create Task" function located in "Configuration" > "Settings" to assign it effectively. Want to bill for it? Tick "Billable." It’s smart, flexible support management.
Activating the "Billable" option allows you to generate a bill for a helpdesk ticket.
Categories
Let’s bring in some structure! Enable "Categories" under "Settings" to group tickets by theme or priority. You can assign a category to each ticket right from the form view. Simple, neat, and oh-so-organized.
You can also create new categories using the "New" button. In the Helpdesk Ticket form view, under the "Other Information" tab, you will have the option called "Category" where you can mention the corresponding category to the Helpdesk Ticket.
Helpdesk Menu
Make it easy for customers to raise tickets right from your website. By enabling "Helpdesk Menu" in "Settings," they get a clean form to fill, a "Submit" button, and even a reference code on the thank-you page. Feels professional, because it is.
Once enabled, you can enter the relevant data for the Helpdesk ticket on the website form view.
After completing the details regarding the Helpdesk ticket, you can click on the "Submit" button.
You will then see the ticket's Reference Code in the Thank You page that appears when the Helpdesk ticket is generated.
Product on Website
Sometimes support questions relate to specific products. Turn on the "Product on Website" setting and let users select the product when submitting their ticket. It adds context and speeds up resolution time.
As you can see on the website form view for creating the Helpdesk ticket, a new option has been added as "Products" to add the products to the Helpdesk ticket while this option is enabled.
Auto Close Ticket
Reduce ticket clutter automatically. You can activate "Auto Close Ticket" through "Settings" and determine the ticket duration. Every ticket gets automatically closed when it remains idle beyond the defined threshold period. Use automatic ticket closure management that operates under your specific control guidelines.
Close Stage
Define your default closing stage so every ticket has a clear end. It’s a small touch that keeps your pipeline tidy and your data clean.
Reply Template
Save time, maintain consistency, and keep things polished with default reply templates. Set them in "Settings" so your team always knows what to say—and how to say it well.
Report
Your support team performance insights are readily accessible through the reports section. The "Report" section in the system provides valuable data about ticket volumes alongside resolution times used to track overall performance. Your performance data functions as a data-related guide to help you make steady improvement.
Wrapping Up
The implementation process for Odoo’s Helpdesk Ticket Management goes beyond tools because it establishes support experiences that operate efficiently through human intervention. Labor stress decreases while your team can tackle more support tickets when you implement an optimal Helpdesk Ticket Management system using Odoo.
You are now ready to transform your support capabilities into your main strength. Let’s do this!