Helpdesk

Odoo Helpdesk is a ticket based customer support app that helps teams track, prioritise and resolve customer issues. It suits any business that needs a shared queue for support requests instead of handling them through individual inboxes.

What Helpdesk does

Support requests come into Helpdesk as tickets, which move through customisable stages so a team can see what still needs attention. Multiple teams can be set up in the same database, each with its own pipeline, and tickets can arrive by email, a website form, or be created manually.

Main capabilities

• Multiple helpdesk teams managed from a single dashboard.
• Configurable visibility, so teams can be private, open to all internal users, or open to customers through the portal.
• Customisable ticket stages to match each team’s support process.
• Followers on a team or ticket, so the right people are notified of updates.

Visibility can be changed later, though switching a public team to private removes portal users as followers from its tickets.

Frequently asked questions

Can customers submit tickets without logging in?

Yes, teams can be set up with a public website form and email alias, or customers can log in through the portal to see their own tickets.

Can more than one team share a helpdesk?

Yes, Helpdesk supports multiple teams, each with its own pipeline, stages and visibility settings, managed from one dashboard.

Need help?

Need help setting up Odoo Helpdesk teams and ticket pipelines? Contact support@thoughtlogik.com or see our Odoo implementation services.