What is Odoo : Odoo, formerly known as OpenERP (Enterprise Resource Planning), is a platform that companies can use to easily manage the basics of the company such as materials and warehouse management, human resources, finance, accounting, sales and many other enterprise features.

In order to sustain a beneficial relationship with customers, a company must ensure the best customer service options for their customers. 

The companies in the field of service sector have to face a high level of customer enquiries on a daily basis. It is a tough challenge to manage all these queries and give responses to them within a specific time frame. In such cases, Odoo can provide you with great assistance in managing all queries from customers in an effective and efficient manner.

Odoo Helpdesk Module : In the Odoo ERP system, you can find the Helpdesk module which is basically a customer service method based on the ticket system. Odoo Helpdesk ticket support management module from the website helps you to support your customer which is one of the most important aspects of the business. It is important to select the help desk solution that addresses your organization’s business requirements. 

Helpdesk is the interface where the customer and the service or goods provider can interact. 

The Helpdesk is a resource that is very useful for companies to have a better relationship with their clients and save dealing time with customer support. There might be a lot of Help Desk options in the market but Helpdesk in Odoo makes it special with its simplicity that is adapted as per the business style.

This app allows teams to capture, manage, and track the status of customer issues in an organized and highly collaborative manner. A support ticket is a process of tracking the updates and details of a problem from the moment it is reported until the issue is resolved.

The customer can track the status of the ticket from the website and also be able to communicate with the support team. In this system monitoring and management done by the support manager and support, the user manages tasks based on tickets. 

Following are the list of main features of Helpdesk Module :

  1. Customers can see multiple tickets such as open or closed.
  2. Customers can generate support tickets from the website.
  3. Multiple invoicing available for generating bills.
  4. Status Of existing open tickets.
  5. Customer feedback and rating system.
  6. Allocation of tickets to different users based on the case you define.
  7. Reporting of timesheets.
  8. You can assign tickets to the team as well in case the issue requires multiple people to resolve. Timesheet management.
  9. Timesheet management.
  10. Create and manage the Service Level Agreement (SLA)
  11. A service level agreement is a contract between you and your customers .

In this blog we will tell you the brief about the Helpdesk Module.

To use this blog first you have to install this module from the database.

From the above screenshot you can see that the Helpdesk module is already installed for me. So I will just click on the icon on the Helpdesk module and come to the dashboard of that module.

In this module dashboard, you will get Overview, Tickets, Reporting, and Configuration menus in the main menu bar. As you can see in the above screenshot the Overview platform shows different tabs for different helpdesk teams and your performance details.

The Helpdesk dashboard provides you with an overview of all ticket activities. The dashboard allows you to access high priority tickets which will be starred in a quick manner. It will also help to prioritize the handling of unassigned and assigned tickets.

The Filters and Group By options will help the user to sort the data available on the dashboard.

You can filter the data based on your team, followed team, and archived using the default filtering option. And if you want to add a custom filter option then you can do this also because Odoo provide this functionality also as you can see in the screenshot above.

The Group By option will help you to group the data based on the configured company using the default option.

The user can assign the priority on the tickets such as low priority, high priority, and urgent. You can prioritize tickets by giving stars to them while managing the tickets. For reference you can see the screenshot below.

As you can see from the above screenshot, there are 6 tickets. You can see the details of all the tickets via clicking on the tickets.

The list includes the Name, Helpdesk Team, Assigned To, Customer, Company, Next Activity, Priority, SLA Deadline, and Stage of each ticket. You can select one ticket from this list and take the necessary action required to close that ticket. 

You can see the complaint message in the highlighted box given by the customer.

In the Configuration menu of the helpdesk ticket module we need to start configuring various types of tickets which your organization offers. In our case as an Odoo Company we may offer Bug fixing, extra customizations, installation, app configuration and so on. 

In the configuration you can see the options available are Helpdesk Teams, Types, stages, SLA Policies. 

Let’s see the Helpdesk Teams option first : Click on the Helpdesk Teams and will come to the new window, here you can see the already created helpdesk team. You can create a new one with the help of the Create button.

Create a Team with respective Name, Select Leader Add Team Members in the column and we can select team as default on not.

As you can see from the above screenshot, I have created a new helpdesk team with the name of High Priority basis and saved.

Now go back to the list of helpdesk teams, you can see that a new helpdesk is also created as I highlighted in the screenshot below.

Assignation method : Defines how to assign newly created tickets to the right person. There are three methods: Manually, Random and Balanced.

Manually : Assign Tickets Manually.

Random : With random assignment all users get the same number of tickets. This ensures equal distribution of work.

Balanced : On choosing this option tickets will be assigned to the user with the least amount of open tickets.

Ticket Type : You can start adding the name of your ticket types and save it. For this go to the configuration and select Type.

From the above screenshot you can see the list of ticket types which are already created, and you can create a new one with the help of the Create button.

As you can see from the above screenshot, I have created a new ticket type which is Query.

Stages : Now let’s see the stages of the helpdesk module. For this go to the configuration and click on the stages option.

You can create a new stage with the help of the create button.

Reporting : It has three options: ticket analysis, SLA status analysis, customer ratings. For reference you can see the screenshot below.

Ticket Analysis : For this go to the helpdesk module > Reporting > Ticket Analysis.

SLA Status Analysis : For this go to the helpdesk module > Reporting > SLA Status Analysis.

Customer Ratings :  For this go to the helpdesk module > Reporting > Customer Ratings.

When you click on any of the customer names, you can see the detailed review of the customer given to your organization.

 I hope this information is helpful for you and if you like to read more blogs written by us click on the Planet-Odoo

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