Odoo Helpdesk Module User Guide
Customer support ticket management, team configuration, SLA, ratings and integrations
The Helpdesk module is the central customer support ticket management system in Odoo. It allows creating and managing support tickets from multiple channels (email, web form, API), organizing tickets by team and processing stages.
The system supports automatic ticket assignment to staff using various methods, tracks processing time with SLA policies, records customer satisfaction ratings, and integrates with other modules like sales, inventory, and field service.
User Groups
The Helpdesk module has 4 main user groups with different permissions:
Group và Permissions
| Group | Permissions |
|---|---|
| Helpdesk User | View/create/edit tickets in assigned teams, view reports |
| Helpdesk Manager | Full access: configure teams, SLA policies, stages, tags, integration settings |
| Show SLA Policies | Display SLA features (add to other groups) |
| Show Customer Ratings | Display customer rating features (add to other groups) |
Interface & Main Menu
Access the module from the main application bar → select Helpdesk. The main menu tree includes:
Key points
• Overview — Main dashboard with KPIs, open tickets, failed SLAs
• Tickets — My Tickets and All Tickets (Kanban/List/Graph/Pivot)
• Reporting — Ticket analysis, SLA, customer ratings
• Configuration — Teams, SLA, stages, tags, canned responses
Helpdesk Team Management
Helpdesk teams are the main organizational unit. Each team has members, processing stages, and individual configuration.
Steps
1. Go to Configuration → Helpdesk Teams
2. Click New to create a new team
3. Fill in team name, description, team members
4. Select ticket processing stages (Stages)
5. Configure automatic assignment if needed (Automatic Assignment)
6. Choose visibility level (Visibility): Private, Company, or Public
7. Configure email alias to automatically create tickets from email
8. Click Save to save configuration
Automatic Assignment Methods
When Automatic Assignment is enabled, the system automatically assigns new tickets to team members using one of three methods:
Method và Description
| Method | Description |
|---|---|
| Randomly | Distribute evenly to all members (round-robin) |
| Balanced | Assign to member with fewest open tickets |
| Tags | Assign based on ticket tags and member skills |
Ticket Management
Tickets are the main work unit in Helpdesk. There are two ways to create tickets:
Key points
• Manual creation: Go to Tickets → All Tickets, click New, fill in information (Subject, Team, Customer, Description, Priority, Tags)
• From email: Send email to team alias address (e.g., support@company.com) → system automatically creates ticket
Ticket Stages and Status
Each ticket moves through stages during processing. Default stages include: New, In Progress, On Hold, Solved, Cancelled.
In Kanban view, drag and drop tickets between stage columns. Each ticket has three Kanban states:
Status và Meaning
| Status | Meaning |
|---|---|
| In progress | Ticket is being processed |
| Ready | Ticket is ready to move to next stage |
| Blocked | Ticket is blocked, waiting for customer information |
SLA Policies
SLA (Service Level Agreement) policies define the maximum time for a ticket to reach a target stage.
Steps
1. Go to Configuration → SLA Policies
2. Click New to create a new policy
3. Fill in policy name, select applicable team
4. Select target stage and time (hours)
5. Configure filters: Priority level, Tags, Specific customers
6. Select excluded stages (not counted in SLA time)
7. Click Save to save policy
SLA Time Calculation
Key points
• SLA time is calculated based on team working calendar
• Only counts working hours, excludes breaks, weekends, holidays
• If ticket is in excluded stage, time is not counted
• SLA deadline is displayed on ticket
• SLA status: In Progress (ongoing), Reached (met on time), Failed (not met)
Customer Portal
Customers can access the portal at: https://your-domain.com/my/tickets to view and manage their tickets.
Key points
• View ticket list — All customer tickets
• View ticket details — Content, stage, assignee
• Reply to tickets — Send messages to support team
• Close tickets — If team allows (Closure by Customers option)
• Rate tickets — Submit satisfaction rating after ticket is resolved
Customer Ratings
When a ticket moves to Solved stage, the system automatically sends an email requesting customer rating.
Rating Level và Meaning
| Rating Level | Meaning |
|---|---|
| Happy | Customer is very satisfied |
| Neutral | Customer is neutral |
| Unhappy | Customer is dissatisfied |
Reports & Analytics
The Helpdesk module provides multiple reports to analyze team performance and service quality:
Key points
• Tickets Analysis — Ticket count, open hours, close hours, assignment hours, first response hours
• SLA Status Analysis — SLA success rate, failure rate by team and time
• Customer Ratings — Satisfaction, neutral, dissatisfaction rates by team and staff
• View modes: Graph (charts), Pivot (summary tables), Cohort (group analysis)
Integrations
The Helpdesk module integrates with many other Odoo modules to extend functionality:
Key points
• Sales (After-Sales) — Create credit notes, refunds, coupons, gift cards
• Inventory (Returns) — Create return orders, track returned products
• Field Service — Convert tickets to field tasks, assign technicians
• Timesheets — Record processing time, bill service by hour
• Website — Customers create tickets via web form, auto-create from submission
• Live Chat — Integrate live chat for customer support
• Knowledge — Link support articles, knowledge base
Search & Filters
The system provides multiple quick filters and advanced search:
Filter và Display
| Filter | Display |
|---|---|
| My Tickets | Tickets assigned to me |
| Unassigned | Tickets without assignee |
| Open | Unclosed tickets |
| Closed | Resolved tickets |
| Urgent | Highest priority tickets |
Practical Tips
Key points
• Use Tags to categorize tickets by issue type (e.g., "Bug", "Feature Request", "Billing")
• Configure Stages to match team workflow (e.g., "Triage", "Development", "Testing")
• Enable Automatic Assignment to reduce manual work, but check periodically for fairness
• Create multiple SLA policies for different ticket types (e.g., 2 hours for Urgent, 24 hours for Normal)
• Exclude waiting stages (e.g., "On Hold") from SLA calculation for fairness to staff
• Use Canned Responses to quickly answer frequently asked questions
• Monitor satisfaction rates weekly to identify issues
• Analyze failed SLA tickets to find root causes and improve processes
Terminology Reference
Reference table for main terms in the Helpdesk module:
| Fields | Trường dữ liệu | Description |
|---|---|---|
| Helpdesk | Support | |
| Ticket | Support Ticket | |
| Team | Support Team | |
| Stage | Stage | |
| Priority | Priority Level | |
| SLA Policy | SLA Policy | |
| Customer Rating | Customer Rating | |
| Assigned to | Assigned to | |
| Tags | Tags | |
| Canned Responses | Canned Responses |