Helpdesk Accounting Integration
Create credit notes for customer refunds from support tickets
The Helpdesk Account module integrates Helpdesk and Accounting, allowing support teams to create credit notes for customer refunds directly from support tickets.
The system automatically links credit notes with support tickets, supports partial or full refunds, tracks status and allows customers to view credit notes from the customer portal.
Key Features
Key points
• Create credit notes from support tickets with one click
• Automatically link credit notes with support tickets
• Support partial or full refunds
• Refund multiple invoices at once
• Track credit note status from tickets
• Customers view credit notes from customer portal
• Automatic logging in chatter when status changes
Requirements and Configuration
This module requires Helpdesk, Helpdesk Sale (to link orders) and Accounting installed. Support teams must enable the Refunds feature.
Steps
1. Go to Helpdesk → Configuration → Helpdesk Teams
2. Select the team to configure
3. Scroll down to After-Sales section
4. Check Refunds
5. Click Save to save configuration
Access Rights
To create credit notes from support tickets, users need:
Key points
• Helpdesk User rights or higher
• Invoicing (Accounting) rights to view and create credit notes
• Refund button only shows when team has enabled Refunds feature
Create Credit Note
Process to create credit note from support ticket:
Steps
1. Go to Helpdesk → Tickets → All Tickets
2. Select ticket requiring refund
3. Click Refund button on toolbar
4. Refund wizard will open
5. Select Sales Order (auto-filled from ticket if available)
6. Select one or more invoices to refund
7. Enter refund reason (required)
8. Select reversal date (default: today)
9. Click Reverse or Reverse Moves to create credit note
10. Notification "Refund created" will appear in ticket chatter
Refund Button Display Conditions
Refund button only shows when meeting these conditions:
Key points
• Team has enabled Refunds feature
• Ticket is linked with customer (partner)
• Customer has posted invoices
Partial Refunds
System supports partial refunds for the same invoice:
Steps
1. In wizard, select invoice to refund
2. Create first credit note with amount to refund
3. Can create additional credit notes for same invoice
4. System automatically tracks refunded amount
5. Only allows refunds within total invoice amount limit
Multiple Invoice Refunds
Can select multiple invoices in Invoices to Refund field to refund at once:
Steps
1. Click on Invoices to Refund field
2. Select multiple invoices from list
3. All selected invoices will be refunded at once
4. Saves time when needing to refund multiple invoices
Credit Note Management
After creation, credit note is in Draft status and needs to be posted:
Key points
• View list — Click Credit Notes button on ticket to view all credit notes
• View details — Open credit note to view customer, date, amount, status
• Post — Click Confirm or Post to change status to Posted
• Reverse link — From credit note, click Ticket button to return to original ticket
Credit Note Status
Credit notes have 3 main statuses:
Status và Meaning
| Status | Meaning |
|---|---|
| Draft | Newly created credit note, not yet accounting effective |
| Posted | Credit note confirmed and accounting effective |
| Cancelled | Credit note cancelled, no longer effective |
Track Status from Ticket
When credit note status changes, system automatically sends notification to ticket chatter:
Key points
• "Refund created" — When creating credit note
• "Refund Posted" — When posting credit note
• "Refund Cancelled" — When cancelling credit note
Customer Portal
Customers can view credit notes from customer portal:
Steps
1. Access https://your-domain.com/my/tickets
2. Select support ticket
3. If credit notes exist, will display in Credit Notes section
4. Click to view details
Portal Access Rights
Key points
• Customers only view credit notes of tickets they have access to
• Credit note must be Posted status to display to customers
• Draft credit notes do not display on portal
Efficient Refund Process
Key points
• Confirm with customer before creating credit note
• Clearly note reason in Reason field for easy tracking later
• Carefully check amount before posting
• Post immediately after creation so customer receives refund soon
• Use Credit Notes button on ticket for quick overview
• Check chatter to view status change history
Handle Complex Refunds
Key points
• Partial refunds — Create multiple small credit notes instead of one large credit note
• Multiple invoices — Select all invoices to refund at once to save time
• Change order — If need to refund different order, change Sales Order field in wizard
• Filter by ticket — In Accounting module to view all related credit notes
Common Issues
Common issues and solutions:
Issue và Cause & Solution
| Issue | Cause & Solution |
|---|---|
| No Refund button | Check team has enabled Refunds feature, ticket has customer and customer has posted invoices |
| No invoices in wizard | Ensure customer has posted invoices (Posted status) |
| Cannot refund | Check if invoice already fully refunded, system prevents refunding over total amount |
| Credit note not showing on portal | Check if credit note is posted (Posted), only Posted credit notes display |
Reports and Analytics
Key points
• Track total refund amount — Go to Accounting → Reporting → Credit Notes
• Analyze by team — Filter credit notes by support tickets of each team
• Refund trends — View reports by time to detect product/service issues
• Refund KPI — Track refund rate compared to revenue
Terminology Reference
| Fields | Trường dữ liệu | Description |
|---|---|---|
| Credit Note | Credit Note | |
| Refund | Refund | |
| Invoices to Refund | Invoices to Refund | |
| Reverse Moves | Reverse Moves | |
| Posted | Posted | |
| Draft | Draft | |
| Cancelled | Cancelled |