Odoo Helpdesk: Complete Customer Support & Ticketing Guide
Odoo Helpdesk is a ticket management system that helps support teams organize, prioritize, and resolve customer issues through email, web forms, live chat, and phone channels with full SLA tracking and escalation rules. Tickets are assigned to teams or individuals based on configurable routing rules, and SLA policies define response and resolution time targets per ticket priority and customer tier. A built-in knowledge base lets teams publish help articles that customers can search before submitting tickets, reducing incoming volume. Customer satisfaction surveys are sent automatically after ticket closure, and team performance dashboards track metrics like first-response time, resolution time, and CSAT scores.
Key Features
Everything included in the Odoo Helpdesk: Complete Customer Support & Ticketing Guide module.
Multi-Channel Ticket Intake
Capture support tickets from email, web forms, live chat, customer portal, and phone calls in a unified inbox with automatic categorization and routing.
SLA Policies
Define response and resolution time targets based on ticket priority, customer segment, or issue type, with color-coded SLA countdowns and escalation alerts.
Knowledge Base
Publish searchable help articles, FAQs, and how-to guides that deflect common support requests and empower customers to resolve issues independently.
Automated Routing & Assignment
Route tickets to the right team based on subject, category, or customer attributes, then assign to individual agents using round-robin or load-balancing rules.
Customer Satisfaction Surveys
Send automated CSAT surveys after ticket closure and track satisfaction scores by agent, team, and ticket category to identify service improvement opportunities.
Canned Responses
Create reusable response templates for common questions that agents can insert with a single click, ensuring consistent messaging and faster reply times.
Ticket Analytics
Monitor team performance with dashboards showing ticket volume, first-response time, resolution time, SLA compliance rate, and backlog trends.
Who It's For
Customer support teams managing ticket volume across email, chat, and web channels
Businesses requiring SLA tracking and compliance reporting for enterprise clients
Companies wanting to build a self-service knowledge base to deflect support requests
Support managers needing team performance metrics and CSAT tracking
Organizations seeking helpdesk integration with their CRM and billing systems
How It Works
Customers submit support requests through email, web forms, or live chat. Tickets are automatically categorized and routed to the appropriate team. SLA timers start based on the ticket priority, and agents work tickets through customizable stages. When a ticket is resolved, a satisfaction survey is sent to the customer, and the ticket data feeds into team performance reports.
Integrates With
Pricing
Odoo Helpdesk is included in the Standard plan at $31.10 per user per month. SLA tracking, knowledge base, and customer satisfaction surveys are available on the Custom plan at $46.80 per user per month.
Frequently Asked Questions
Can customers submit tickets via email?
Yes. You configure an incoming email alias (e.g., [email protected]), and any email sent to that address automatically creates a helpdesk ticket. All subsequent email replies are threaded on the same ticket, and both agents and customers can communicate through email without logging into Odoo.
How do SLA policies work?
You define SLA rules with conditions such as ticket priority, customer type, or issue category, and set target times for first response and resolution. Odoo tracks SLA compliance in real time with color-coded indicators and sends escalation alerts when deadlines are approaching or breached.
Can I build a customer knowledge base?
Yes. Odoo includes a knowledge base module where you publish help articles, FAQs, and troubleshooting guides. Customers can search the knowledge base from the website or portal, and agents can link articles to tickets as part of their resolution workflow.
Does Odoo Helpdesk track customer satisfaction?
Automated CSAT surveys are sent to customers after ticket closure, and responses are tracked per agent, team, and ticket type. Managers can view satisfaction trends and identify areas needing improvement through the helpdesk analytics dashboard.
Can helpdesk tickets create field service tasks?
Yes. When a support issue requires on-site service, agents can convert a helpdesk ticket into a field service task with a single click. The task inherits the customer details and issue description, and scheduling is handled through the field service planning view.
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