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 one working week from confirmed scope. Pricing starts from $999 (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.