Helpdesk Ticket Management

Name: Helpdesk Ticket Management
Brand: ECOSIRE
SKU: helpdesk-ticket-management

核心功能

`helpdesk.ticket` model with configurable stages, priority, ticket type, tags, and channel fields, all defined on `models.Model` with proper `_inherit` of `mail.thread` and `mail.activity.mixin`

Multiple `helpdesk.team` records, each with its own members, assignment method (manual, round-robin, or least-loaded), stage set, and visibility scope

First-class SLA engine: `helpdesk.sla` policies keyed on team, priority, and tag, with target response and resolution times

`compute`d SLA deadline and status fields driven by `@api.depends`, with clocks that pause on customer-pending stages so you measure agent time only

Drag-and-drop Kanban pipeline built in XML/OWL with `helpdesk.stage` fold flags, plus list, form, pivot, and graph views

Inbound email-to-ticket via mail alias and `message_new` handling, so replies thread back onto the originating ticket

Automated assignment, escalation, and stage transitions using `base.automation` rules and Python server actions

Row-level security via `ir.model.access.csv` and record rules so agents see only their team's tickets while managers see all

Customer portal and/or `website` controller entry point for self-service ticket submission and status tracking

SLA-breach and escalation notifications through Odoo's activity and messaging layer, routed to the right owner or manager

QWeb PDF reports plus grouped pivot/graph analytics for backlog, first-response time, resolution time, and SLA compliance per team

XML-RPC / JSON-RPC API surface on every ticket object for integration with telephony, monitoring, or external portals

Optional linkage to `res.partner`, `sale.order`, `project.task`, or timesheets so support effort is traceable to customers and billable work

Built and tested against Odoo 17.0, 18.0, and 19.0, adapted to your Community or Enterprise base

按需定制，全程代劳

无需自行搭建——由 ECOSIRE 构建、安装并提供支持的可用应用。

您下单

以一次性构建价格开始。我们在启动时与您共同确定范围。

我们构建与安装

ECOSIRE 在您的 Odoo 上构建、配置并安装。

上线 + 支持

约 2–4 周内上线，并提供上线后的支持期。

关于此产品

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.

你得到什么

Installable source code for your Odoo major version (17.0, 18.0, or 19.0) with a clean `__manifest__.py` and dependency declaration

Installation and configuration on your environment, including teams, stages, SLA policies, and routing rules set up to your agreed spec

Technical documentation covering the data model, security rules, automated actions, and extension points

End-user guide plus a live training session for agents and supervisors

UAT on a staging database with a documented test plan and a rollback plan before production cutover

Post-go-live support window for defect fixes and configuration adjustments

Git repository handover with full commit history and tagged release

Optional data migration of existing tickets from your current system, scoped separately by volume

这是给谁的

Support / Service Desk Manager

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.

Odoo Administrator / Internal IT

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.

Operations Director at a growing SME

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.

Managed Service Provider / Support Team Lead

Handles multiple client queues and needs team segregation, per-team SLA matrices, round-robin assignment, and escalation rules that reflect real contractual commitments.

Helpdesk Ticket Management 如何比较

标准	伊科西尔	定制建造	竞争对手
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

关于Helpdesk Ticket Management的常见问题

Is this a ready-made app I can download and install today?

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.

How long does delivery take?

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.

How does pricing and scoping work?

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.

What about support and updates after go-live?

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.

Which Odoo versions and editions do you support?

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.

Can it turn emails into tickets and give customers a portal?

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.

Can it integrate with our other systems?

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.