How to Automate Customer Support
The Problem
Manual customer support means shared email inboxes where messages get lost, no visibility into response times, and inconsistent service quality depending on who picks up the ticket. Support managers cannot track SLA compliance because there is no structured data on resolution times. Common questions get answered differently by different agents, and there is no systematic way to identify recurring issues that could be resolved with documentation or product fixes.
The Solution
Odoo Helpdesk automation turns incoming emails, website forms, and live chat messages into structured tickets that are automatically categorized, prioritized, and assigned to the right team. SLA policies enforce response and resolution time targets with escalation rules. A knowledge base with smart suggestions deflects common questions before they become tickets, and canned responses ensure consistent quality across all agents.
Step-by-Step Setup
Configure Support Channels
Set up email aliases, website contact forms, and live chat widgets that automatically create Helpdesk tickets in Odoo. Each channel can route to a different support team with its own SLA policies.
Define Ticket Categories and Priorities
Create ticket types (technical issue, billing question, feature request) and priority levels. Configure auto-categorization rules based on keywords in the subject or body of incoming messages.
Set Up Assignment Rules
Configure automatic ticket assignment based on round-robin distribution, team member expertise, current workload, or customer account ownership. VIP customers can route directly to senior agents.
Configure SLA Policies
Define service level agreements with target response times and resolution times per priority level. Odoo tracks SLA status in real time and triggers escalation emails when deadlines approach or are breached.
Build a Knowledge Base
Create searchable help articles and FAQ pages in Odoo. Enable smart article suggestions that appear when customers submit tickets, deflecting common questions. Agents can also insert knowledge base links into replies with one click.
Create Canned Responses
Build a library of pre-written responses for common issues. Agents select canned responses and personalize them with customer-specific details, ensuring consistent quality and faster reply times.
Set Up Satisfaction Surveys
Configure automatic customer satisfaction surveys sent after ticket resolution. Track CSAT scores per agent, team, and ticket category to identify training needs and process improvements.
Before vs After
| Aspect | Before | After |
|---|---|---|
| Ticket Creation | Customers email a shared inbox where messages get buried or overlooked | Every inquiry becomes a tracked ticket with automatic priority and assignment |
| Response Time | Average first response takes 8-24 hours depending on inbox volume | Average first response under 2 hours with SLA enforcement and escalation |
| Issue Resolution | Agents reinvent answers for the same questions repeatedly | Knowledge base deflects 30-40% of tickets; canned responses handle common issues instantly |
| SLA Tracking | No visibility into response or resolution times without manual tracking | Real-time SLA dashboards with proactive escalation before deadlines breach |
| Customer Satisfaction | No systematic feedback collection; issues fester silently | Automated CSAT surveys with trend analysis and per-agent performance metrics |
Frequently Asked Questions
Can customers track their own tickets?
Yes. The Odoo customer portal lets customers view ticket status, add comments, upload attachments, and see resolution history. This self-service access reduces follow-up inquiries about ticket status by up to 50%.
How does automatic ticket routing work?
Odoo assigns tickets based on rules you define: round-robin for even distribution, skills-based routing for technical issues, or account-based routing so customers always reach the same team. You can combine multiple rules in priority order.
Can Odoo Helpdesk integrate with live chat?
Yes. Odoo Live Chat connects directly to Helpdesk. If a chat conversation cannot be resolved in real time, the agent converts it to a ticket with the full chat transcript preserved as context for follow-up.
How are SLA escalations handled?
You define escalation rules at percentage thresholds of the SLA deadline. For example, at 75% of the response time limit, the ticket can auto-reassign to a senior agent and notify the team lead. At 100%, it escalates to the support manager.
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