Helpdesk Sales Integration
Link orders, create coupons/gift cards and bill service by hour
The Helpdesk After Sales module integrates the Helpdesk system with sales management, allowing support tickets to be linked with orders to track after-sales service, filter tickets by customer and generate analysis reports.
When combined with Loyalty and Timesheet, you can create coupons/gift cards directly from tickets to handle complaints, and bill support time based on sales orders with tracking of remaining service package hours.
Key Features
Key points
• Link support tickets with sales orders and order lines
• Filter tickets by order and my customers
• Create coupons and gift cards directly from tickets
• Bill support time based on sales orders
• Track remaining hours of service packages
• Analyze support tickets by order in reports
• SLA by service product
Requirements and Configuration
The helpdesk_sale module requires helpdesk and sale_management. The helpdesk_sale_loyalty module additionally requires sale_loyalty. The helpdesk_sale_timesheet module auto-installs when helpdesk_timesheet and sale_timesheet_enterprise are present.
Steps
1. Go to Helpdesk → Configuration → Helpdesk Teams
2. Select the team to configure
3. Enable Time Billing feature if billing by hour is needed
4. Enable Coupons feature if creating coupons from tickets is needed
5. Enable Gift Cards feature if creating gift cards is needed
6. Click Save to save configuration
Link Support Ticket with Sales Order
On the support ticket form, the "Ref. Sales Order" field appears after the Email CC field. Only sales staff and accountants can select and change orders.
Steps
1. Open the support ticket to link
2. Select customer (Partner) first
3. Select sales order from "Ref. Sales Order" dropdown
4. System only shows orders of selected customer and same company
5. Save ticket
Search & Filter Tickets
The system provides search by order and my customers filter:
Key points
• Search by Sales Order — Enter order code or name, search by sale_order_id and sale_line_id
• Filter "My Customers" — Filter tickets with customers assigned to you or orders assigned to you
• Advanced search — Search by subject, description, customer, tags
Create Coupon from Ticket
From the ticket screen, staff can open the coupon creation wizard to handle complaints or customer care:
Steps
1. Open complaint ticket to process
2. Click Create Coupon button
3. Select loyalty program (coupon)
4. Enter points/coupon value
5. Select expiration date (if needed)
6. Create coupon and open email sending screen
7. System automatically links coupon with ticket and logs in chatter
Create Gift Card from Ticket
From tickets, staff can create gift cards to compensate customers:
Steps
1. Open ticket requiring compensation
2. Click Create Gift Card button
3. Select gift card program
4. Enter gift card value
5. System creates gift card for ticket customer
6. Send gift card code to customer
7. Track status via ticket chatter
Track Coupons and Gift Cards
Tickets display counters showing the number of coupons and gift cards created:
Key points
• Coupons Count — Number of coupons created from ticket
• Gift Card Count — Number of gift cards created
• Click count to open detailed list
• Chatter logs bidirectional between ticket and voucher
Billing by Timesheet
The Helpdesk Sale Timesheet module allows billing support time based on sales orders:
Key points
• Link ticket with Sale Order / Sale Order Line service
• Track remaining hours of service package
• Log timesheet on ticket and re-invoice
• Display sales data on ticket portal
• Smart button opens Sale Order and invoices directly
Time Billing Process
Steps
1. Create ticket for customer with service package
2. Select/let system suggest sale order line service with remaining hours
3. Agent logs ticket processing time (timesheet)
4. Timesheet links to ticket sale line
5. Track remaining hours on ticket (remaining hours)
6. Use color warning on sale line to know hours running out
7. View SO / invoices via smart button
SLA by Service Product
Module adds logic for SLA to match by sale line product:
Key points
• Same team but different SLA by sold service package
• SLA policy applies based on product in sale order line
• Flexibility in managing service commitments by package
Reports & Analytics
Ticket Analysis and SLA reports are extended with sales order field:
Key points
• Group by order — Group by sale order to view ticket count
• Measure — Count tickets by order
• Filter — Filter by specific order
• Analyze SLA performance by order
• View which orders have many SLA violations
• Evaluate after-sales service quality
Customer Portal
On ticket portal, customers can view sales-related information:
Key points
• Display related sales order link
• Display hours used (per timesheet confirmation setting)
• Search tickets by sale order / sale line
• Track processing status and time
Practical Workflows
Common usage scenarios:
Key points
• Handle after-sales complaints — Link ticket with order, process and report by order
• Apologize to customer with coupon — Create discount coupon from ticket, send email immediately
• Compensate with gift card — Create gift card from ticket, send code to customer
• Track service quality — View ticket reports by order, detect issues
• Manage my customers — Use "My Customers" filter to focus on important customers
Practical Tips
Key points
• Always link order when creating after-sales support ticket to track history
• Use "My Customers" filter to focus on your customers
• Check reports periodically to detect orders with many support tickets
• Standardize loyalty programs by incident type for quick processing
• Use chatter to clearly note reason for issuing voucher (internal audit)
• Check correct customer on ticket before creating gift card/coupon
• Use prepaid service products to clearly control hours
• Always link correct sale line when creating billable ticket
• Check remaining hours before continuing to process lengthy ticket
Common Issues
Common issues and solutions:
Issue và Cause & Solution
| Issue | Cause & Solution |
|---|---|
| Cannot see sales order field | Check sales staff or accountant permissions, field may be hidden for regular users |
| Cannot see order in dropdown | Check customer selected, order same company and belongs to selected customer |
| Cannot see loyalty program | Check program is active and correct type (coupon/gift card) |
| Cannot select sale line | Sale line not service, customer mismatch, or no hours available |
| Coupon counter not increasing | Refresh ticket, check chatter to confirm record created successfully |
Terminology Reference
| Fields | Trường dữ liệu | Description |
|---|---|---|
| Ref. Sales Order | Sales Order Reference | |
| Sale Order Line | Sales Order Line | |
| Coupon | Discount Coupon | |
| Gift Card | Gift Card | |
| Time Billing | Time Billing | |
| Timesheet | Timesheet / Time Log | |
| Remaining Hours | Remaining Hours | |
| My Customers | My Customers |