Website Helpdesk Support Ticket and Issue Management

by
Odoo 9

117.15

v 13.0 Third Party 229
Live Preview
Required Apps CRM (crm)
Website (website)
Project (project)
Invoicing (account)
Sales (sale_management)
Employees (hr)
Technical Name website_helpdesk_support_ticket
LicenseSee License tab
Websitehttp://www.probuse.com
Also available in version v 10.0 v 9.0 v 12.0 v 11.0
You bought this module and need support? Click here!
Required Apps CRM (crm)
Website (website)
Project (project)
Invoicing (account)
Sales (sale_management)
Employees (hr)
Technical Name website_helpdesk_support_ticket
LicenseSee License tab
Websitehttp://www.probuse.com
Also available in version v 10.0 v 9.0 v 12.0 v 11.0

Website Helpdesk Support Ticket and Issue Management

Customer Support Ticket Management System - Odoo Module.

This module allow you manage your customer support ticket, ticket portal, billings for support, Timesheets.


Main Features
  • Your customer can send support ticket/support requests from your website and customers can also attach documents while creating tickets from the website.
  • Generation of unique support tickets on submission and record it as a ticket on the backend side.
  • Allow your customers to create a ticket by email (Sending email to your support email) and so if your customer sends an email to your email system, it will create a ticket automatically. For that you will have to setup Catchall Email as an incoming mail server or incoming mail server with create a new record option.
  • Customers can check the status of all submitted support tickets by him/her on My Account page. And if customers have more contacts in the company they can also view tickets submitted by other members of the company.
  • Allow your support team to Helpdesk Support Ticket in PDF format.
  • Support User, Technician and Support manager can communicate with customers using chatter and fill timesheets on ticket form in backend.
  • The Support Manager can close tickets and send bills to customers. Allow also create bill/invoices from a list of timesheets which are billable.
  • Customers can provide feedback and rating of tickets. So when the ticket will be closed, the system will send email to customers for feedback and ratings automatically.
  • Manage your support tickets using assignments to support teams. So the system allows you to select a support team on a ticket form.
  • Allow you to manage prepaid hours of customers for helpdesk tickets.
  • Create customer invoices from timesheets.
  • System allows you to create tasks for helpdesk tickets.
  • Allows support managers to create invoice from timesheets using the Make to invoice button on timesheets.
  • System allows your user/employee (people working on tickets) to set Time In and Time Out on timesheets.
  • Allow you to create and manage helpdesk ticket stages under configuration.
  • Allow you to create and manage ticket types under configuration.
  • Allow you to create and manage type of subjects under configuration.
  • System also shows activity views for helpdesk support tickets.
  • System will add a page on the website to create tickets, show tickets and search tickets which can be used by your customers.
  • For more details about helpdesk support ticket system for community edition please see below screenshots and video in live preview.
  • This module only works with Odoo Community Edition.

Menus Available:

  • Helpdesk
    • Helpdesk
      • Helpdesk Tickets
    • Analytic Account
      • Analytic Accounts
    • Invoicing
      • Timesheets to Invoice
    • Configuration
      • Helpdesk Teams
      • Stages
      • Ticket Types
      • Type Of Subject
Testing Users
  • Customer ===> Mitchell Admin
  • Support Manager ==> Peter Pinaker
  • Support User ==> Martin Luther

Support User Groups

Support Team - List View

You can create different support team and assign ticket to support team responsible to do that job.

Support Team - Form View

If you set any team as default team then ticket create from website will be set it as default team but later team can change it.

Support Ticket - Kanban View

Support Ticket List View

Support Ticket From View

Support Ticket From View

Support Ticket From View

Support Ticket From View

Support Ticket - Activity View

Support Ticket - Calander View

Create Support Ticket Customer - Login with Mitchell

Create Support Ticket Customer - Login with Mitchell

Thanks Message

Your Tickets on Portal/My Account

List of Tickets - Login with Mitchell

Show Ticket - Login with Mitchell

Chatter Message Send to Message

Send Message to Backend

Attachments on Ticket and Chatter with Message sent by Customer

Attachments on Ticket Menu

Support Manager Peter Pinaker ==> Assigning Ticket

Support Manager Peter Pinaker ==> Create Task (Optional)

Support User Martin Luther ==> Works on Ticket and Communicate with Customer using Open Chatter

Support Manager Add Invoice Lines And Create and Send Invoice/Bill to Customer

Created Customer Invoice/Bill

Support Manager Add Analytic Account Lines And Create Analytic Account.

Created Analytic Account

Closed Ticked - Email send to Customer and Requesting Ratings and Feedback

Customer Give Rating and Feedback Online

Customer Give Rating and Feedback Sucessfully

Ratting Stored on Tickets and Chatter

Helpdesk Report

Added Helpdesk of Analytic Account Report

Added Helpdesk of Stages Report

Bar chart of Helpdesk Ticket in Report.

Line Chart of Helpdesk Ticket in Report.

Pie Chart of Helpdesk Ticket in Report.

Bar Chart of Analytic Account in Report.

Line Chart of Analytic Account in Report.

Pie Chart of Analytic Account in Report.

Bar Chart of State in Report.

Line Chart of State in Report.

PieChat of State in Report.

Print PDF Support Ticket Report

Prepaid Hours

Analytic Account Menu inside Helpdesk

Prepaid Hours Configuration on Customer Analytic Account

Show Status of Prepaid Hours on Ticket

Section to Show Customer Invoice Creation from Timesheet Lines/Activities

Configure Rate on Customer Form

Configure Tickets on Customer Form

Fetch Rate from Customer Form on Project - Editable

Fetch Rate from Project Form on Task - Editable

Timesheet Lines to Create Customer Invoices

In list of timesheet system will display only billable timesheet lines which have not been invoiced yet.

Select timesheet lines for which you want to create customer invoice.

Click on Make Invoice wizard action to create customer invoice

Click Create Invoice Button on Wizard

Created Customer Invoices after Running Wizard

Customer Invoice Form View Sample

Billable, Time In and Time Out on Timesheet


Helpdesk Stages

Helpdesk Ticket Types

Helpdesk Type Of Subject

Search And Show Tickets

Activity View

Contact / Support
Introducing Probuse Consulting Services Pvt. Ltd.

If you need any help or want more additional features, you may contact us through:
Email: contact@probuse.com
Website: www.probuse.com
Skype: mustufa_probuse

Probuse Consulting Service Pvt Ltd is an Software and Web development specialist which offers complete business application together. We are well experienced to provide a face for your business on the software and Internet level.

Probuse Consulting Service Pvt Ltd is a specialist in Odoo/OpenERP services and could give your business open source hand to drive.

Our Services

  • Odoo Implementation

  • Odoo Support

  • Odoo Customization

  • Odoo Migration

  • Odoo Training

Odoo Proprietary License v1.0

This software and associated files (the "Software") may only be used (executed,
modified, executed after modifications) if you have purchased a valid license
from the authors, typically via Odoo Apps, or if you have received a written
agreement from the authors of the Software (see the COPYRIGHT file).

You may develop Odoo modules that use the Software as a library (typically
by depending on it, importing it and using its resources), but without copying
any source code or material from the Software. You may distribute those
modules under the license of your choice, provided that this license is
compatible with the terms of the Odoo Proprietary License (For example:
LGPL, MIT, or proprietary licenses similar to this one).

It is forbidden to publish, distribute, sublicense, or sell copies of the Software
or modified copies of the Software.

The above copyright notice and this permission notice must be included in all
copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT.
IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM,
DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE,
ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER
DEALINGS IN THE SOFTWARE.

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  • This section is meant to ask simple questions or leave a rating. Every report of a problem experienced while using the module should be addressed to the author directly (refer to the following point).
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Great support and product
by
sebastien@commodus.tech
on 12/7/19, 7:53 AM

The support is very responsive and efficient. The product works as expected.

Re: Great support and product
by
Mustufa
on 12/7/19, 8:14 AM Author

Thank you Sebastien for your feedback. Regards, Mustufa Rangwala


good but slow in some computers 2
by
golden zhao
on 1/16/20, 2:49 PM

thanks for the quick reply...question, how many ram if i use it on cloud or vps? 4 g or 8 g or even better?

Re: good but slow in some computers 2
by
Mustufa
on 1/16/20, 9:42 PM Author

You can ask your question here https://apps.odoo.com/apps/support/website_helpdesk_support_ticket


good but slow in some computers
by
golden zhao
on 1/16/20, 11:35 AM

I try to use this product, but it is slow to open a ticket, in some 4g ram computers or bad network, how can i get better speed? any ideas? in my 8 g computer it may be 2 seconds, but in 4 g computer it maybe 2 mins, it is not good. The product itself is very good, but regular computers use 4g, it is the problems. please advice and thanks in advance.

Re: good but slow in some computers
by
Mustufa
on 1/16/20, 12:12 PM Author

Hello, Speed can be depend on your network speed and youd Odoo server settings and configuration. So it does not directly effect by our app. Here and our all customers who using this app never experience such issue since beginning and our product is much mature and speedy. Our app helpdesk is easy to use and speedy in terms of searching tickets there could be something wrong at your end. Thank you. You may contacy us by email we will discuss. Best regards and thanks for using our app.


Very good
by
Marco Cruz
on 11/15/19, 4:45 AM

It matches expectations.

Re: Very good
by
Mustufa
on 11/15/19, 5:05 AM Author

Thank you Marco for your feedback. Regards, Mustufa Rangwala