Turn scattered support emails into a governed, measurable helpdesk operation inside the Odoo you already run. This is a build-to-order module that ECOSIRE designs, develops, installs and supports for your specific workflows — it is not an instant apps.odoo.com download. After purchase we scope your channels, SLA rules and portal branding, then deliver a production-ready module in 2-4 weeks with source code you own.

Tickets arrive from every channel — inbound email piped through Odoo's mail gateway (mail.thread + mail.alias) becomes a helpdesk.ticket automatically, a public web form captures site enquiries, and authenticated customers raise and track requests through a QWeb-rendered self-service portal. Each ticket is a first-class Odoo model with stages, teams, priority, tags, assignees and full chatter history, so your agents work where the rest of your business already lives — sales orders, invoices, contacts and projects are one click away.

SLA governance is the core. We build SLA policies as configurable records (per team, priority, tag or customer) with first-response and resolution targets. Deadlines are computed fields driven by @api.depends on the ticket's create date, priority and business calendar (resource.calendar), so working-hours are honoured and weekends don't count against you. An ir.cron scheduled action sweeps open tickets, flags at-risk and breached SLAs with color-coded status, and fires automated escalation — reassigning to a supervisor, bumping priority, or emailing a manager via a mail.template. Agents move faster with canned responses and ticket templates, and deflect volume with a linked knowledge base that both staff and portal customers can search. When a ticket closes, an automated CSAT request captures a rating, feeding agent-performance and SLA-compliance dashboards you can slice by team, channel and period.

Everything is Community-friendly: it runs on Odoo Community or Enterprise, so you are not forced to buy Enterprise seats just to get a helpdesk. Security is enforced properly with ir.model.access.csv groups (agent, team lead, manager) plus record rules that scope agents to their own teams and portal users strictly to their own tickets. The module is engineered clean against Odoo 17, 18 and 19, with a JSON-RPC/XML-RPC-ready data model so you can integrate telephony, chatbots or external monitoring later. ECOSIRE hands over the full module, a documented configuration, admin and agent training, and a post-launch support window — you own the code and the roadmap.