Illustrative previewMultichannel Odoo ticketing with SLA timers, auto-escalation,
canned replies, knowledge base & self-service portal. Built, installed & supported by ECOSIRE.
What is 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. Built to order by ECOSIRE for Odoo 17, 18, 19 — indicative price from $999.00 USD; request a quote for a scoped proposal.
Key Features
Built to order, done for you
No DIY setup — a working app, built, installed and supported by ECOSIRE.
- 1
You order
Start with a one-time build price. We scope it with you at kickoff.
- 2
We build & install
ECOSIRE builds, configures and installs it on your Odoo.
- 3
Go live + support
You go live in about one working week, with two weeks of go-live support. Defects in the code we deliver are fixed free of charge.
Technical Specifications
- Odoo Compatibility
- Odoo 17, Odoo 18, Odoo 19
- Editions
- Enterprise & Community
- License
- Licence confirmation required
- Python Requirement
- Python 3.10+
- Database
- PostgreSQL 12+
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 one working week with source code you own.
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.
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 one working week; 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 | Available immediately if you use Enterprise; no true SLA/portal on Community |
| 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 | 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 | Partial support |
| Community-friendly (no forced Enterprise) | Included | Included | Partial support | Not included |
| 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 | 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 | Partial support |
| Fit to your exact workflow | Scoped to your teams, channels and rules before we build | Included | Not included | Not included |
| Ownership & extensibility | Full source handover; XML-RPC/JSON-RPC-ready for future integrations | Included | Not included | Partial support |
| Ongoing support & version upgrades | Post-launch support window plus paid upgrade path across Odoo 17/18/19 | Your team carries all maintenance | Partial support | Partial support |
Frequently Asked Questions about Helpdesk & Ticketing with SLA and Customer Portal
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 one working week 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
Helpdesk & Ticketing with SLA and Customer Portal
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