Website Help Desk / Support Ticket

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Overview

A helpdesk / support ticket system for your website

*IMPORTANT* module requires company incoming and outgoing emails server be configured to function correctly.

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Configure Support Ticket System

Create custom categories and assigns users to each category and they will instantly be notified when a new support ticket arrives for thier department.

Instructions

  1. Assign yourself to the 'Support Manager' group
  2. Go to Customer Support->Configuration->Categories and select users that should respond to that type of ticket
  3. Setup an outgoing email server for the company so email replies can be made
  4. Setup an incoming email server so customer replies can be received

Create Help Groups / Pages

Reduce the amount of support tickets your staff have to answer by providing help pages for your customers to read. 

Instructions

  1. Assign yourself to the 'Support Manager' group
  2. Go to the Support menu on your website
  3. Click on the content then "New Help Group" and type in a name
  4. Click on the content then "New Help Page" and select a help group, after which you can rename the help page and drag and drop snippets to create a fancy help page
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Submit Ticket Online

Both registered and public user can submit tickets via your website.

Instructions

  1. Go to Support menu on your website and click on "Submit a ticket"
  2. Fill in the form and someone should get back to you soon.

View Support ticket Online

User that were logged in at the time of submitting a ticket can view a history of all thier support tickets.

Instructions

  1. Go to Support menu on your website and click on "My Tickets"
  2. You can click on an individual ticket if you want view more information
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Respond to Support Ticket Online

User can view a history of thier ticket online and add a comment.

Instructions

  1. Go to Support menu on your website and click on "My Tickets"
  2. You can click on an individual ticket to view it
  3. Type a comment and wait for a response

Email Integration

Email conversations are tracked for each ticket so customers can reply directly via email without ever having to go to the website or login.
Emails are automatically sent when a ticket category is changed or the ticket is closed by staff
When the customer replies via email the ticket state is automatically set to 'Customer Replied' allowing you to easily see at a glance which tickets need attending to
Operators can reply online via Customer Support->Support Tickets

 This requires incoming and outgoing server for the company email has been setup

Per Operator Instructions

  1. Assign the operator to the 'Support Staff' group
  2. Go to Customer Support->Support Tickets and open one
  3. Hit the reply button in the header
  4. Type a message and the user will get sent an email alongside information about the ticket
  5. Email replies will appear in the chatter as well as the online ticket view
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Need Support !

Email: info@odoodaddy.com
Call: +91-85111-53398




Specifications for Website Help Desk / Support Ticket

Version 12.0