Quick facts
- Price
- $299.00 USD
- Odoo versions
- 17, 18, 19
- Setup time
- 20 min
- License
- One-time perpetual
- Languages
- 11 languages
One-time Purchase
Helpdesk & Ticketing with SLA and Customer Portal for Odoo
Multichannel Odoo ticketing with SLA timers, auto-escalation, canned replies, knowledge base & self-service portal. Built, installed & supported by ECOSIRE.
$299.00USD
No payment now. This sends a quote request to our team — we'll follow up by email with pricing and next steps.
Key Features
Email-to-ticket via Odoo mail gateway (mail.alias + mail.thread) — inbound support emails become helpdesk.ticket records with the full thread preserved in chatter
Public web form and authenticated customer portal intake, both rendered in QWeb and mapped to the same ticket model with attachments
Configurable SLA policies as Odoo records — per team, priority, tag or customer — with separate first-response and resolution targets
Computed SLA deadlines using @api.depends on create date, priority and resource.calendar so business hours (not wall-clock) drive the timers
Automated escalation via ir.cron: at-risk and breached tickets are flagged with color status and auto-reassigned, re-prioritised or emailed to a supervisor
Canned responses and reusable ticket templates so agents reply consistently in seconds
Linked knowledge base / self-service articles searchable by both agents and portal customers to deflect repeat questions
Ticket stages, teams, priorities, tags and kanban/list/form views (XML) for a full pipeline your agents can drag through
CSAT rating request auto-sent on ticket close via mail.template, stored on the ticket for reporting
Agent-performance and SLA-compliance reporting (tickets handled, average first-response, resolution time, breach rate, CSAT) with group-by pivots
Role-based security via ir.model.access.csv groups (agent / team lead / manager) plus record rules isolating portal users to their own tickets
Business-calendar aware timers with pause-on-hold logic so time spent awaiting the customer doesn't count against your SLA
QWeb PDF ticket / SLA summary reports for audits and customer sign-off
XML-RPC / JSON-RPC-ready data model for later integration with telephony, chatbots, or external uptime monitors
Runs on Odoo Community or Enterprise across versions 17, 18 and 19 — no forced Enterprise upgrade
About this Product
Turn scattered support emails into a governed, measurable helpdesk operation inside the Odoo you already run. This is a build-to-order module that ECOSIRE designs, develops, installs and supports for your specific workflows — it is not an instant apps.odoo.com download. After purchase we scope your channels, SLA rules and portal branding, then deliver a production-ready module in 2-4 weeks with source code you own.
Why Choose Helpdesk & Ticketing with SLA and Customer Portal for Odoo
Email-to-ticket via Odoo mail gateway (mail.alias + mail.thread) — inbound support emails become helpdesk.ticket records with the full thread preserved in chatter
Public web form and authenticated customer portal intake, both rendered in QWeb and mapped to the same ticket model with attachments
Configurable SLA policies as Odoo records — per team, priority, tag or customer — with separate first-response and resolution targets
Computed SLA deadlines using @api.depends on create date, priority and resource.calendar so business hours (not wall-clock) drive the timers
Automated escalation via ir.cron: at-risk and breached tickets are flagged with color status and auto-reassigned, re-prioritised or emailed to a supervisor
Canned responses and reusable ticket templates so agents reply consistently in seconds
Tickets arrive from every channel — inbound email piped through Odoo's mail gateway (mail.thread + mail.alias) becomes a helpdesk.ticket automatically, a public web form captures site enquiries, and authenticated customers raise and track requests through a QWeb-rendered self-service portal. Each ticket is a first-class Odoo model with stages, teams, priority, tags, assignees and full chatter history, so your agents work where the rest of your business already lives — sales orders, invoices, contacts and projects are one click away.
SLA governance is the core. We build SLA policies as configurable records (per team, priority, tag or customer) with first-response and resolution targets. Deadlines are computed fields driven by @api.depends on the ticket's create date, priority and business calendar (resource.calendar), so working-hours are honoured and weekends don't count against you. An ir.cron scheduled action sweeps open tickets, flags at-risk and breached SLAs with color-coded status, and fires automated escalation — reassigning to a supervisor, bumping priority, or emailing a manager via a mail.template. Agents move faster with canned responses and ticket templates, and deflect volume with a linked knowledge base that both staff and portal customers can search. When a ticket closes, an automated CSAT request captures a rating, feeding agent-performance and SLA-compliance dashboards you can slice by team, channel and period.
Everything is Community-friendly: it runs on Odoo Community or Enterprise, so you are not forced to buy Enterprise seats just to get a helpdesk. Security is enforced properly with ir.model.access.csv groups (agent, team lead, manager) plus record rules that scope agents to their own teams and portal users strictly to their own tickets. The module is engineered clean against Odoo 17, 18 and 19, with a JSON-RPC/XML-RPC-ready data model so you can integrate telephony, chatbots or external monitoring later. ECOSIRE hands over the full module, a documented configuration, admin and agent training, and a post-launch support window — you own the code and the roadmap.
What you get
- Complete, installable Odoo module (source code) with a clean __manifest__.py declaring dependencies, data files and version — yours to keep and modify
- Fully configured SLA policies, teams, stages, escalation rules and portal branding matched to the workflows we scope with you
- Security layer delivered as ir.model.access.csv access rights plus record rules for agent, team-lead, manager and portal-user roles
- Configured mail aliases, web form and customer portal, plus canned responses and starter knowledge-base articles
- Admin and agent training session covering ticket handling, SLA configuration, escalation tuning and reporting
- Written documentation: setup guide, configuration reference and an admin runbook for adding teams, SLAs and templates
- Post-launch support window for bug fixes and configuration questions, with an agreed response commitment
- Tested compatibility on your target Odoo version (17, 18 or 19) with deployment to your server or Odoo.sh
Who this is for
Support / Customer-Success Manager
Owns response times and customer satisfaction. Needs enforceable SLA policies, escalation that fires automatically before a breach, and CSAT plus agent-performance dashboards to prove service levels and coach the team.
Operations Lead at an SME on Odoo Community
Already runs sales, inventory and invoicing in Odoo Community and wants a real helpdesk without paying to move everyone to Enterprise. Values a Community-friendly module that keeps support tickets linked to the same customers and orders.
IT / ERP Administrator
Responsible for deploying and maintaining the module across Odoo 17/18/19. Cares about clean code, proper ir.model.access.csv and record rules, upgrade-safe design, and an API-ready model for future telephony or chatbot integration.
Frontline Support Agent
Handles the daily ticket queue. Wants email, web-form and portal tickets in one inbox, canned responses and templates to reply fast, a clear view of which tickets are near SLA breach, and a knowledge base to answer without escalating.
Installation overview
Download from ECOSIRE
Buy the license on ecosire.com and download the Helpdesk & Ticketing with SLA and Customer Portal for Odoo module ZIP from your account dashboard.
Upload to Odoo
Extract the ZIP into your Odoo custom addons folder on the server (or upload via Apps > Install from file on Odoo.sh / runbot).
Install the module
Activate Developer Mode, open Apps, click Update Apps List, search for Helpdesk & Ticketing with SLA and Customer Portal for Odoo, and press Install.
Configure settings
Open the new menu, paste your ECOSIRE license key, connect any external credentials (Shopify, Amazon, Stripe, etc.), and save.
Verify & go live
Run the built-in connection test, sync your first 10 records, and schedule the recurring cron. Contact support if anything fails.
How Helpdesk & Ticketing with SLA and Customer Portal for Odoo Compares
| Criterion | ECOSIRE | Custom Build | Competitor | Odoo Native |
|---|---|---|---|---|
| Delivery model | Built, installed and supported for you in 2-4 weeks; you own the source | Weeks-to-months of in-house dev time and specification effort | Instant install, but generic — bend your process to fit it | |
| SLA policies & business-hours timers | Configurable policies with @api.depends deadlines honouring resource.calendar | Possible, but you build and maintain the compute + cron logic yourself | Partial support | |
| Automated escalation | ir.cron sweep auto-reassigns, re-prioritises and emails supervisors before breach | You must design and test the scheduled-action logic from scratch | Partial support | |
| Community-friendly (no forced Enterprise) | Included | Included | Partial support | |
| Customer self-service portal + knowledge base | QWeb portal scoped by record rules, with linked searchable knowledge base | Significant frontend + security work to get portal isolation right | Partial support | |
| Security (roles + record-rule isolation) | ir.model.access.csv groups plus record rules isolating agents and portal users | Must be authored and audited by you; easy to get wrong | Partial support | |
| Fit to your exact workflow | Scoped to your teams, channels and rules before we build | Included | Not included | |
| Ownership & extensibility | Full source handover; XML-RPC/JSON-RPC-ready for future integrations | Included | Not included | |
| Ongoing support & version upgrades | Post-launch support window plus paid upgrade path across Odoo 17/18/19 | Your team carries all maintenance | Partial support |
Frequently Asked Questions about Helpdesk & Ticketing with SLA and Customer Portal for Odoo
How long does delivery take, and what happens after I order?
This is a build-to-order module, not an instant download. Typical delivery is 2-4 weeks depending on how many channels, SLA policies and portal customisations you need. After purchase we run a short scoping call to capture your teams, SLA targets, escalation rules and branding, then build, test on your target Odoo version, and deploy. You receive the module source, configuration and documentation at handover.
What support and updates do I get after launch?
Every build includes a post-launch support window for bug fixes and configuration questions, with an agreed response commitment. Because you own the source code, you can extend it yourself at any time. We also offer ongoing support and maintenance retainers, plus paid upgrade services to move the module forward as you migrate between Odoo 17, 18 and 19.
Does this work on Odoo Community, or do I need Enterprise?
It is built to be Community-friendly and runs on both Odoo Community and Enterprise. You do not need to buy Enterprise seats just to get a helpdesk. We engineer it against Odoo 17, 18 and 19 and confirm compatibility with your exact version before handover.
How are SLA timers and escalation actually enforced?
SLA policies are Odoo records scoped by team, priority, tag or customer with first-response and resolution targets. Deadlines are computed fields using @api.depends on the ticket's create date, priority and a business calendar (resource.calendar), so only working hours count. A scheduled ir.cron action sweeps open tickets, colour-flags at-risk and breached ones, and automatically escalates — reassigning, re-prioritising, or emailing a supervisor via a mail template.
Can customers and my agents get a self-service portal and knowledge base?
Yes. Authenticated customers raise and track their own tickets through a QWeb-rendered portal, scoped by record rules so each customer only sees their own tickets. A linked knowledge base lets both agents and portal customers search articles to resolve common questions without opening a ticket, reducing volume.
Will it integrate with our other tools and Odoo apps?
The ticket model is a standard Odoo model, so it links naturally to Contacts, Sales, Invoicing and Projects, and exposes a clean XML-RPC / JSON-RPC surface. That means later integrations — telephony, a chatbot, external uptime monitoring, or your own scripts — can create and update tickets programmatically. We can scope those integrations as part of the build or as a follow-on.
Related Modules
Request a quote
Helpdesk & Ticketing with SLA and Customer Portal for Odoo
Multichannel Odoo ticketing with SLA timers, auto-escalation, canned replies, knowledge base & self-service portal. Built, installed & supported by ECOSIRE.
- Email-to-ticket via Odoo mail gateway (mail.alias + mail.thread) — inbound support emails become helpdesk.ticket records with the full thread preserved in chatter
- Public web form and authenticated customer portal intake, both rendered in QWeb and mapped to the same ticket model with attachments
- Configurable SLA policies as Odoo records — per team, priority, tag or customer — with separate first-response and resolution targets
- Computed SLA deadlines using @api.depends on create date, priority and resource.calendar so business hours (not wall-clock) drive the timers