A made-to-order Odoo helpdesk with support teams, configurable ticket stages, and SLA policies tailored to how your service desk actually operates. ECOSIRE builds, installs, and supports it after a scoping call — a productized service, not an off-the-shelf download. Built to order by ECOSIRE for Odoo 17, 18, 19 — indicative price from $249.00 USD; request a quote for a scoped proposal.
Manifiesto de la app
Diseñado en torno a tu flujo de trabajo
A made-to-order Odoo helpdesk with support teams, configurable ticket stages, and SLA policies tailored to how your service desk actually operates. ECOSIRE builds, installs, and supports it after a scoping call — a productized service, not an off-the-shelf download.
Sin configuración por tu cuenta: una app funcional creada, instalada y con soporte de ECOSIRE.
Empieza con un precio único de desarrollo. Definimos el alcance contigo en el arranque.
ECOSIRE la crea, la configura y la instala en tu Odoo.
Sales en vivo en unas 2–4 semanas, con un periodo de soporte posterior al lanzamiento.
Support requests that live in shared inboxes, spreadsheets, or a repurposed crm.lead pipeline eventually stop scaling: nobody knows who owns a ticket, response deadlines slip silently, and management has no honest view of backlog or first-response time. On Community edition there is no native helpdesk at all, and even where a ticketing surface exists teams quickly hit its edges — you cannot express your own escalation matrix, SLA clocks do not pause for customer-pending states, and reporting cannot answer "which team breached, and why." That gap between a generic ticket list and a real service desk is exactly what this build-to-order module closes.
ECOSIRE designs and builds a dedicated helpdesk around your process. At its core is a helpdesk.ticket model with configurable helpdesk.team records, a proper stage pipeline (helpdesk.stage carrying fold flags for the Kanban and per-stage routing), and priority, category (ticket type / tag) and channel fields. SLA policies are first-class: a helpdesk.sla model defines target response and resolution times per team, priority, and tag, and a computed deadline field driven by @api.depends recalculates as the ticket moves — with clocks that can pause on customer-pending stages so you measure your team's time, not the customer's. Everything rides on Odoo's standard building blocks: models.Model definitions declared in a clean __manifest__.py, ir.model.access.csv plus record rules so agents see only their team's tickets, and mail.thread / mail.activity.mixin inheritance so every reply, log note, and follow-up is threaded on the record.
Technically, the workflow surface is built from XML and OWL views — a drag-and-drop Kanban of stages, list and form views, and a customer-facing portal or website-controller entry point when you want tickets raised from the web or email. Inbound email is turned into tickets through a mail alias and message_new/fetchmail handling; base.automation rules and server actions cover auto-assignment (round-robin or load-based), escalation on SLA breach, and stage transitions. Analytics come from QWeb PDF reports plus grouped pivot/graph views over the tickets, and — because it is real Odoo — every object is reachable over the XML-RPC / JSON-RPC API for integration with a phone system, monitoring tool, or external portal. We target Odoo 17.0, 18.0, and 19.0, and adapt to Community or Enterprise depending on which base modules you run.
Because this is a build-to-order engagement, nothing ships on day one as an instant download. After a short scoping call we confirm your teams, stages, SLA matrix, routing rules, and reports, then build against a staging database, run UAT with you, and only then install to production. Typical delivery is 2–4 weeks from confirmed scope. Pricing starts from $249 (indicative, single-company base scope); multi-company setups, deeper localization, extra integrations (telephony, monitoring, external portals), and larger historical-ticket migrations increase the quoted scope. You receive a fixed quote after the scoping call — never a surprise invoice.
Owns response and resolution targets and needs enforceable SLA policies, honest breach reporting, and clear ownership per ticket — not a generic task list that hides who is late and why.
Runs the company's Odoo and wants a maintainable helpdesk that follows framework conventions (`ir.model.access.csv`, record rules, `base.automation`) with a git handover, so it can be supported and extended in-house later.
Has outgrown shared inboxes and spreadsheets and wants tickets, customers, and effort linked inside Odoo — with portal self-service and analytics — without paying for a separate standalone helpdesk tool.
Handles multiple client queues and needs team segregation, per-team SLA matrices, round-robin assignment, and escalation rules that reflect real contractual commitments.
| Criterio | ECOSIRE | Construcción personalizada | Competidor | Odoo Nativo |
|---|---|---|---|---|
| Fit to your workflow | Built to your exact teams, stages, and SLA matrix | Fully bespoke but you specify and manage everything | Fixed feature set; you adapt to its assumptions | |
| SLA policies | Per-team/priority/tag targets with pause-on-pending clocks | Whatever you build; effort is on you | Basic SLA if offered; limited pause logic | |
| Delivery model | Scoped, built on staging, UAT, then installed (2–4 weeks) | Depends on your team's capacity and backlog | Instant download, then self-configure | |
| Ownership & maintainability | Full git repo handover with docs and tagged release | You own it, but quality varies with the developer | Vendor-controlled code; upgrades on their schedule | |
| Security model | `ir.model.access.csv` + record rules per team, reviewed with you | Correct only if implemented carefully | Preset rules; may not match your team structure | |
| Support & accountability | Post-go-live window + optional ongoing support from the builder | Only if you retain the developer | Ticket-based vendor support, variable SLA | |
| Reporting | QWeb reports + pivot/graph tuned to your KPIs | Build your own reports and dashboards | Standard dashboards; limited customization | |
| Total cost profile | Fixed quote from an indicative $249 base after scoping | Open-ended developer time and rework risk | Low sticker price plus your own config and gaps |
No. This is a build-to-order engagement, not an existing apps.odoo.com download. After a scoping call we confirm your teams, stages, SLA matrix, and routing, then build, test on staging, and install it for you. It is delivered as installable source code you own once it is complete.
Typical delivery is 2–4 weeks from confirmed scope. The exact timeline depends on the number of teams, the complexity of your SLA and escalation rules, any integrations, and whether historical tickets need migrating. We give you a firm timeline in the fixed quote after scoping.
Pricing starts from $249 as an indicative single-company base scope. We hold a short scoping call, then issue a fixed written quote — no surprise invoices. Multi-company setups, deeper localization, extra integrations, and larger data migrations increase the quoted scope.
Every engagement includes a post-go-live support window for defect fixes and configuration tweaks. Because you receive the full git repository, your own team can maintain it, and we offer ongoing support or version-upgrade work (for example moving from 17.0 to 18.0 or 19.0) as a separate arrangement.
We build and test against Odoo 17.0, 18.0, and 19.0. It works on both Community and Enterprise — we adapt the module to the base modules you already run, which matters especially on Community where there is no native helpdesk to build on.
Yes. We wire a mail alias so inbound email creates and threads tickets via `message_new`, and we can expose a customer portal or website entry point for self-service submission and status tracking. Both are common scope items we confirm during the scoping call.
Yes. Every object is reachable over Odoo's XML-RPC / JSON-RPC API, and we can add server-side integrations for telephony, monitoring tools, or external portals. Integrations are scoped and quoted based on the systems involved.
A made-to-order Odoo helpdesk with support teams, configurable ticket stages, and SLA policies tailored to how your service desk actually operates. ECOSIRE builds, installs, and supports it after a scoping call — a productized service, not an off-the-shelf download.