Managing Helpdesk and Support Tickets in Odoo 17

Enabling the Helpdesk Module

To begin managing support tickets:

Apps → Install "Helpdesk"

This adds a full support dashboard, ticket queues, SLA configuration, and customer portal integration.

Creating and Receiving Support Tickets

Tickets can be created manually or automatically from:

• 📨 Incoming support emails
• 📝 Website contact forms
• 👤 Customer portal
• 📄 Sales orders or subscriptions (linked tickets)

Each ticket includes subject, description, contact info, priority, and team assignment.

Managing Helpdesk Teams and Assignment

Helpdesk managers can configure teams via:

Helpdesk → Configuration → Helpdesk Teams

Each team can have:

• 👥 Assigned agents
• 📬 Dedicated email alias
• 📋 Ticket types (e.g., Tech Support, Billing)

Tickets are automatically routed to the right team based on category or source.

Setting Up SLA Rules and Priorities

Ensure timely support by configuring SLA rules:

Helpdesk → Configuration → SLA Policies

Rules can include:

• ⏱️ Response and resolution time targets
• ⭐ Priority-based policies
• ⚠️ Alerts for overdue tickets

SLA performance is tracked per ticket and team for accountability.

Using Kanban and Pipeline Views

Manage ticket status visually with drag-and-drop boards:

• 📥 New → In Progress → Solved → Closed
• 🏷️ Filter by tag, priority, customer, or agent
• 📊 View per team or ticket category

You can also switch to List, Calendar, or Pivot views for reporting.

Automating Responses and Escalations

Odoo 17 helps you respond faster with smart automations:

• 🤖 Auto-replies and FAQ suggestions
• 📢 Notify agents of high-priority tickets
• 🔁 Escalate unresolved issues after X hours

Use Studio or automated actions to define your own workflows and triggers.

Support Performance Reports

Helpdesk includes dashboards and KPIs for team leads:

• 📈 Tickets per stage or agent
• 📊 SLA compliance percentage
• ⏳ Average response and resolution time
• 🧾 Customer feedback and satisfaction ratings (optional)

All reports are filterable and exportable for client or management review.

Conclusion

With Odoo 17 Helpdesk, your support team gets more than just ticket tracking — they get a complete service platform to resolve faster, improve customer satisfaction, and deliver on every SLA promise.

Need help setting up your support workflows or automating ticket routing? Our Odoo service experts are ready to help.