Odoo Website Helpdesk

Key points

• • Self-Service Portal: Customers create tickets, upload attachments, track status 24/7

• • Knowledge Base: Search articles, tutorials, FAQs with AI-powered search

• • Ticket Tracking: Track realtime status, updates, responses from support team

• • Multi-Channel: Submit tickets via website, email, live chat, phone

• • SLA Management: Auto-track response time, resolution time per SLA

• • Auto-Assignment: Automatically assign tickets to team/agent based on category, priority

• • Canned Responses: Quick reply templates for common questions

• • Customer Satisfaction: Automatic survey after ticket closure

Steps

• 1. Customer visits Support Portal, clicks "Submit a Ticket". If not logged in, enters email to verify.

• 2. Selects Category (Technical Issue, Billing Question, Feature Request). System suggests relevant KB articles.

• 3. Fills Subject and Description. Uploads screenshots, logs, videos (max 10MB per file).

• 4. Selects Priority (Low, Normal, High, Urgent). System auto-adjusts based on keywords and customer tier.

• 5. Reviews and Submits. Receives email confirmation with ticket number (#12345) and estimated response time.

• 6. Ticket auto-assigned to available agent in team. Agent receives notification.

• 7. Customer tracks progress in portal. Receives email notification on updates.

Steps

• 1. Go to Helpdesk → Configuration → Knowledge Base. Click Create.

• 2. Create Categories: Getting Started, Troubleshooting, Billing, API Documentation.

• 3. Add Articles: Write content with rich text editor. Add images, videos, code blocks.

• 4. SEO Optimization: Add meta title, description, keywords. Generate sitemap.

• 5. Internal Links: Link related articles. "See also" section.

• 6. Access Control: Public (anyone), Customers (logged in), Internal (staff only).

• 7. Publish: Preview article, check formatting, publish. Auto-index for search.

Category Setup

Key points

• • Define SLA: Set response time (first reply) and resolution time (close ticket) per priority/category.

• • Priority Levels: Low (48h response), Normal (8h), High (4h), Urgent (1h). Auto-escalate if breached.

• • Business Hours: Define working hours (Mon-Fri 9-5). SLA countdown pauses outside hours.

• • Escalation Rules: If SLA 80% consumed → notify manager. If breached → escalate to senior agent.

• • Customer Tiers: VIP customers get faster SLA (2h response). Enterprise customers get dedicated agent.

• • SLA Dashboard: Track SLA compliance rate, average response time, breach incidents.

Steps

• 1. Go to Helpdesk → Configuration → Assignment Rules. Click Create.

• 2. Rule 1 - By Category: If Category = "Technical" → Assign to Tech Team. Priority: 1.

• 3. Rule 2 - By Keywords: If Description contains "API", "integration" → Assign to API Specialist. Priority: 2.

• 4. Rule 3 - By Customer: If Customer = VIP tier → Assign to Senior Agent. Priority: 3.

• 5. Rule 4 - By Language: If Language = Vietnamese → Assign to Vietnamese-speaking agent. Priority: 4.

• 6. Rule 5 - Round Robin: If no rule matches → Assign round-robin to available agents. Priority: 99.

• 7. Test rules: Create test tickets, verify assignment. Adjust priorities.

Key points

• • Create Templates: Go to Helpdesk → Configuration → Canned Responses. Add common replies.

• • Variables: Use {{customer_name}}, {{ticket_number}}, {{product_name}} for personalization.

• • Categories: Group by type (Greeting, Troubleshooting Steps, Closing, Apology).

• • Shortcuts: Type "/password-reset" to insert password reset instructions.

• • Multi-Language: Create versions in English, Vietnamese for each template.

• • Usage Tracking: Track which templates used most. Optimize based on data.

Key points

• • My Tickets: View all tickets (Open, In Progress, Closed). Filter by status, date.

• • Ticket Details: View full conversation history, attachments, status updates.

• • Add Comments: Reply to agent, add more info, upload additional files.

• • Close Ticket: Mark as resolved if issue fixed. Reopen if problem persists.

• • Knowledge Base: Search articles, browse categories, rate helpfulness.

• • Contact Info: Update email, phone. Set notification preferences.

Steps

• 1. Install website_helpdesk_livechat module. Go to Helpdesk → Configuration → Live Chat.

• 2. Enable: Turn on "Enable Live Chat on Portal". Choose widget position (bottom-right).

• 3. Availability: Set online hours. Show "Chat with us" when agents online, "Leave message" when offline.

• 4. Chat to Ticket: If chat doesn't resolve → convert to ticket. Transfer conversation history.

• 5. Proactive Chat: Trigger chat popup after 30s on support page. "Need help?"

• 6. Chatbot: Add chatbot for common questions. Escalate to human if needed.

Key points

• • Inbound Email: Configure support@company.com. Emails auto-create tickets.

• • Email Parsing: Extract subject, body, attachments. Detect customer from email address.

• • Reply by Email: Customers reply email to update ticket. No need to login portal.

• • Email Templates: Customize notification emails (New Ticket, Update, Closed).

• • Email Signature: Add agent signature, company logo, social links.

• • Thread Management: Keep email thread organized. Quote previous messages.

Key Metrics

Steps

• 1. Go to Helpdesk → Configuration → Satisfaction Survey. Enable "Enable Survey".

• 2. Timing: Send survey 1 hour after ticket closed. Reminder after 24h if no response.

• 3. Questions: "How satisfied are you?" (1-5 stars), "What could we improve?" (text).

• 4. Incentive: Offer discount code for completing survey. Increase response rate.

• 5. Analysis: Track CSAT score per agent, category, time period. Identify trends.

• 6. Follow-up: If rating < 3 stars → manager contacts customer. Resolve dissatisfaction.

Key points

• • KB Coverage: Ensure KB covers 80% of common questions. Analyze ticket topics, add missing articles.

• • Search Optimization: Use AI-powered search. Suggest articles as customer types ticket.

• • Video Tutorials: Add screen recordings for complex processes. Easier than text.

• • FAQ Section: Prominent FAQ on homepage. Answer top 20 questions.

• • Chatbot: Handle tier-1 questions (password reset, order status). Escalate complex issues.

• • Community Forum: Let customers help each other. Gamification with badges.

Key points

• • Portal Translation: Translate portal UI to Vietnamese, English, etc.

• • KB Articles: Write articles in multiple languages. Auto-detect customer language.

• • Agent Language: Assign tickets to agents who speak customer language.

• • Auto-Translation: Use AI to translate ticket content. Agent reviews before sending.

• • Language Preference: Customer sets preferred language in profile.

Steps

• 1. Tier 1: Junior agents handle simple questions. Use KB, canned responses.

• 2. Tier 2: If Tier 1 can't resolve in 30 min → escalate to senior agent.

• 3. Tier 3: Complex technical issues → escalate to specialist or dev team.

• 4. Manager: SLA breach, VIP customer, complaint → notify manager.

• 5. Escalation Notes: Agent adds context when escalating. "Tried X, Y, Z. Customer frustrated."

• 6. Escalation Tracking: Report escalation rate. Identify training needs.

Key points

• • Sales: Link ticket to sales order. View order history in ticket.

• • Invoicing: Link ticket to invoice. Process refunds directly from ticket.

• • Inventory: Check product availability. Create RMA for returns.

• • Project: Convert feature request to project task. Track development.

• • CRM: View customer history, previous tickets, opportunities.

• • Field Service: Dispatch technician for on-site support. Schedule appointment.

Common Issues

Key points

• • Response Templates: Create templates for common scenarios. Personalize before sending.

• • Internal Notes: Use internal notes for team communication. Customer can't see.

• • Ticket Merging: Merge duplicate tickets. Keep conversation organized.

• • Tagging: Tag tickets (bug, feature, urgent). Easy filtering and reporting.

• • Time Tracking: Log time spent on tickets. Analyze efficiency.

• • Customer History: Review past tickets before responding. Provide context-aware support.

• • Proactive Support: Monitor product issues. Create tickets proactively. Notify affected customers.

• • Continuous Improvement: Weekly review of closed tickets. Update KB, improve processes.

Key points

• • Can I customize ticket form? Yes, add custom fields (Product Version, OS, Browser) in Helpdesk settings.

• • How to prevent spam tickets? Enable CAPTCHA, require email verification, rate limit submissions.

• • Can I integrate with Slack? Yes, install Slack integration. Get notifications in Slack channel.

• • How to export tickets? Go to Helpdesk → Tickets, select tickets, Export to Excel/CSV.

• • Can I set up paid support? Yes, integrate with Sales. Require active support contract to create tickets.

• • How to archive old tickets? Auto-archive tickets closed > 90 days. Keep database clean.

• • Can I customize email templates? Yes, go to Settings → Email Templates. Edit HTML/text.

• • How to track agent performance? Go to Helpdesk → Reporting. View tickets resolved, response time, CSAT per agent.