Management of Helpdesk Tickets in Odoo 15 Edition
27 May, 2022 by
Management of Helpdesk Tickets in Odoo 15 Edition
Konsultoo, Nitesh Macwan

The helpdesk module has got new features in Odoo 15 edition. With the Odoo Helpdesk app, you will have direct interaction with your customers and can suggest quick solutions to their queries.    

Providing better customer service should be your first priority when planning business strategies. For this, a company needs a platform that helps enhance communication with the customers and brings solutions to their queries in a timely manner.    

With the help of the Helpdesk module, you can maintain a long-lasting relationship with customers. There is a unique system integrated into this app, which supports you to perform every customer's task with great accuracy.  

The Helpdesk module involves all the features that you require to provide better customer support on a single platform. The mediums like Email, Phone calls, Live Chat, and Website the customers can use to raise issues.        

In this blog, we are going to talk about how you can manage helpdesk tickets with the help of Odoo 15.   

Let's start the process. First of all, go to the main dashboard of Odoo. You will find the Helpdesk module.  

Click on the Helpdesk module to go to the Helpdesk overview page. On this page, you will collect detailed information about each operation, which will benefit you in further operations.

In the window below, you can see the tickets, which are allocated for the users and helpdesk team. You can easily access the Tickets menu by going to the main menu bar of this module. Clicking on the Tickets menu gives you two sub-menus called My Tickets and All Tickets.

You can use the My Tickets options to obtain the information related to the tickets assigned for the users of the database. Additionally, there is a list of tickets, which contains the options such as Name, Helpdesk Team, Assigned to, Customer, Company, Next Activity, Priority, Deadline, and finally Stage. In addition, each ticket platform provides you with a list of all tickets allocated to different helpdesk teams within your company as displayed in the image given below. 

With the help of default filters, you can easily categorize the tickets depending on My Tickets, My Team’s Tickets, Followed, Unassigned, Urgent, High Priority, Medium Priority, Low Priority, SLA Success, SLA in Progress, SLA Failed, Unread Messages, Open, Closed, Rated Tickets, Creation Date, and Archived. On top of that, you are also provided with Custom Filters to filter tickets as shown below.  

Besides, it is easy for you to group the tickets based on the assigned employee, Team, Stage, Type, Priority, Status, Customer, Company, and Creation Date. Furthermore, you can use the Add Custom Group option to create a new grouping option for the tickets.   

As we mentioned above, the platforms which customers use for reporting their queries will be converted into support tickets in the Helpdesk module by Odoo itself. On top of that, you can easily create tickets manually as shown below.   

After clicking on the CREATE button, you are taken to a ticket creation window.

Afterward, define the subject of the ticket in the specified field. This window allows you to configure a Helpdesk Team and assign employees in the right space. In addition, you can add information related to the ticket, Priority, Tags, Company, Customer, Customer Name, Email, Phone, Email cc, and Product. Here, you can use the Description field to mention the customers' queries. as highlighted below.