Helpdesk & Ticketing with SLA and Customer Portal for Odoo

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.

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.

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.

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.

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.

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.