Helpdesk Module

Tickets, SLAs, and customer support portal without the chaos.

Odoo Helpdesk centralises every customer support request — from email, web form, or live chat — into one prioritised queue. SLAs, escalations, and a self-service portal mean nothing gets missed.

Key capabilities

What Odoo Helpdesk does for your business.

Omnichannel ticket intake

Tickets created from email, web form, live chat, or WhatsApp. Every channel flows into one prioritised queue.

SLA management

Define response and resolution SLAs by priority and team. Odoo tracks compliance, escalates overdue tickets, and reports breaches.

Customer portal

Customers log in to submit tickets, track progress, and view resolution history — reducing inbound enquiries and improving satisfaction.

Ticket routing & teams

Automatic routing based on product, category, or customer tier. Team queues with round-robin or manual assignment.

Knowledge base

Build a self-service knowledge base connected to the portal. Agents suggest articles during ticket resolution to deflect repeat questions.

CRM & billing integration

Tickets are linked to the CRM contact and any active contracts. Billable support hours flow directly into invoicing.

Problems we solve

Three problems every Helpdesk deployment solves.

💡

The problem

Support requests arriving via email, WhatsApp, and phone — some fall through the gaps

Odoo solution

Odoo Helpdesk captures every channel into a single ticket queue. An email to support@yourdomain.com, a web form submission, or a WhatsApp message all land in the same system with a ticket number.

⚡

The problem

SLA breaches discovered in the monthly report — too late to fix

Odoo solution

Odoo tracks SLA countdown in real time on every ticket. Colour-coded urgency, automated escalation emails, and a live SLA compliance dashboard mean breaches are caught before they happen.

🎯

The problem

Support team billing clients for time with no connection to the actual tickets

Odoo solution

Billable hours logged against tickets flow directly into Odoo invoicing. Clients receive an invoice showing exactly which tickets were worked on and for how long.

Client result

First response time from 6 hours to 47 minutes.

A managed services provider was handling support via a shared Gmail inbox. Tickets were claimed verbally, SLAs weren't tracked, and customers regularly chased for updates. Client churn was above industry average.

We deployed Odoo Helpdesk with SLA rules, automated acknowledgement emails, and a customer portal. Average first response time dropped from 6 hours to 47 minutes within 30 days.

47 min

Avg first response vs. 6 hours

100%

Tickets tracked with SLA timers

Support requests via shared inbox

2 weeks

To go-live

Works well with