Overview of the Odoo Helpdesk

One of your organization's next tasks will be to provide help desk services to your customers, both online and offline. Today, the majority of web services offered on websites and web pages include a help desk service. 

Because of the modular structure of activities defined in the platform's development, the Odoo platform offers a specialized Helpdesk management module. Furthermore, the module works in tandem with all other platform modules, particularly the website module.

Let's look at the numerous operational features of the Odoo platform's support desk module.

When you first log into the platform, the Helpdesk module will not be installed, but you may do so by going to the home dashboard's application module and installing it straight from there. The module will appear on the Odoo platform's home dashboard after installation; you may pick it and it will appear with the home dashboard as shown in the following image. The Tickets of the helpdesk, as well as the helpdesk teams, will be described in the Helpdesk Overview pane. The ticket will be categorized and detailed according to its priority. Additionally, the ticket operations' performance statistics are presented, including today's performance, the average over the last seven days, and the ticket's daily objective.

When an employee or member of a helpdesk team checks in, they may now see the tickets allocated to them under the My Tickets menu, as seen in the image below. All of the tickets that have been issued to you will be described here. You may use the default as well as customized options to filter and group all of the tickets.

Furthermore, the Filters menu offers the option of filtering them based on My Tickets, which will be issued in the menu at the start. You have the option of filtering Unassigned tickets by default. The filter menu of the tickets window is depicted in the following screenshot, which will display all of the tickets specified on the platform for Help Desk operations.

Helpdesk Teams

In Odoo, you may set up as many Helpdesk Teams as you like in your organisation. By selecting the settings tab of the Helpdesk module, you may access the helpdesk team menu. All of the existing teams will be shown in the menu, and you can create new ones using the create option.

You may give the team a name and a description in the creation menu that appears when you click the create option in the helpdesk menu. Further, because Odoo may be used in various organizations, the company for the team may be assigned. Furthermore, components of Productivity & Visibility, such as Assignment Method and Team Visibility, may be customized. Manually, Randomly, or Balanced is how the assignment technique is characterized.

The relevant team's Channel activities might be assigned. The Email alias can be activated, as well as the custom domain for the emails, during the channel's establishment. Additionally, the Live chat tool and the Website Form of operation can also be activated. Additionally, you may set or disable the Sell and Track hours option Timesheet on Ticket according on your needs.

Additionally, as seen in the accompanying image, you may adjust the team's performance by activating and eliminating options such as SLA Policies, Canned Responses, and Ratings on Tickets. Self-Service features such as Help Center, eLearning, and the closure of the Ticket Closing can also be activated or deactivated.

Furthermore, the After Sales features, such as Refunds, Coupons, Returns, and Repairs, can be activated or deactivated depending on your requirements.

In the Helpdesk module, the operations teams will be described in the home dashboard, as seen in the figure below. In addition, the ticket distribution to the members of the teams will be shown. If specific tickets are not allocated to any of the team members of the appropriate team, they will appear as Unassigned in the home dashboard's team area, as illustrated in the image below.

Tickets

The tickets menu may be accessed from the dashboard and is available in both List and Kanban views. The operational phases in the elements of the Tickets can be defined according to your needs. Furthermore, after choosing each ticket, the stage on each ticket may be altered by simply dragging it to the appropriate stage.

You may build a new stage by selecting the + icon from the menu, which will display the following window, as seen in the image below. The Stage Name, Team, and Email Template can all be defined in this section. It can also be enabled if the stage is a Closing Stage and if it should be Folded in Kanban. In addition, the Stage Description and Tooltips may be specified based on the demand for the indicator aspects.

To make a new ticket, simply pick the creation option in the Ticket window, and you'll be presented with the ticket creation form. Here you may assign and describe the ticket name, as well as the Helpdesk Team, Assign to person, Ticket Type, Priority, Tags, Customer, Customer Name, and Customer Email.

The Assign To Me option is available if the ticket is to be allocated to you or the originator of the ticket.

Ticket Type

The ticket types may be specified in the Ticket Type window, which lists all of the available ticket kinds and allows you to create a new one by selecting the Create option.

Stages

The phases of operation for the tickets mentioned in the Helpdesk module are shown in the Stages menu of the module, which is available from the setup tab. All of the operation stages are discussed in detail here, and you may add a new stage by selecting the create option.

Email Template

The Email Template for the mentioned tickets may be produced and used to all help desk tickets. Content, Email setup, Advanced Email template options, and the Dynamic Placeholder Generator may all be customized here.

SLA Policies

The Helpdesk module's SLA Policies may be adjusted in the corresponding SLA Policies window, where all of the policies are presented and you may choose to create a new one. The SLA Policies creation window is depicted in the following figure, where the SLA Policy Name, Apply on information such as Team, Minimum Priority, Ticket Type, and Tags may be stated.

The target specifics, such as target type, Reach Stage, Reach-In details, and Excluded stages details, may also be provided.

The helpdesk module is an important part of Odoo and will be helpful in providing service to your clients.


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